Best Practice Report

Use Your Inside Voice(s): Connect Employee Experience To Your Corporate Strategy

How To Justify And Structure An EX Initiative That Supports Your Customer Obsession Strategy

May 26th, 2021
With contributors:
Rick Parrish , Katy Tynan , Emily Stutzman , Shayna Neuburg


Improving employee experience (EX) helps organizations become customer obsessed. However, there’s no roadmap to better EX — or to the details of a successful EX practice — since every company’s EX needs will differ based on its expression of customer obsession. Yet our research identifies key universal success factors for EX: Start with research and exercises to identify the problem that most needs solving, then build core capabilities to generate insights, design experiences, evolve strategy, and leverage outside expertise. In this report, we discuss how to build your EX business case and introduce a composite model based on our findings that you can use to guide your EX efforts.

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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.