Trends Report

PandemicEX: What Employee Experience Can Borrow From Customer Experience During COVID-19

May 5th, 2020

Summary

In the next installment in our series on employee experience (EX), we discuss the new visibility EX professionals have in their organizations and how they can sustain the company’s newfound interest in employee engagement. While adjusting to the pandemic, Forrester recommends borrowing a few key tools from customer experience (CX), such as employee journey mapping, but it is important to remember that CX outcomes and EX outcomes are driven by different types of relationship with the firm.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.