Trends Report

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

May 5th, 2020


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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