Best Practice Report

Understand The Differences Between EX And CX

Energize EX Improvement With Confidence And Clarity

August 2nd, 2021
Nick Monroe, null
Nick Monroe
Mark Brandau, null
Mark Brandau
With contributors:
Keith Johnston , Emily Stutzman , Tyler Castro , Kara Hartig


Many firms run their employee experience (EX) programs using the same tools and methods that they use for their customer experience (CX). While doing this is convenient, it misses a critical point — serving employees is fundamentally distinct from serving customers. In this report, we help CIOs understand precisely how EX is unique and offer guidance about how to build and manage it differently.

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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.