Employee Experience vs Customer Experience.
Is employee experience becoming as important as customer experience, or has it already moved to the top of the priority list?
For most businesses, their focus has generally been on the customer and
enhancing the overall customer experience (CX). CX is considered
paramount in generating success for a business, but the disruption and
transformation to our working lives have meant that to some, the employee
experience (EX) is a top priority.
What drives the employee experience?
Several areas are making the EX become the new CX. The main factor is the
mounting pressure on attracting and retaining employees. Studies have
indicated that many decision-makers are experiencing skills gaps within their
teams. Skills gaps have become a growing challenge in the last few years.
Employers are under growing pressure to fill positions. According to the
International Data Corporation (IDC), the financial impact of the skills gap in
the IT industry will reach $775 billion by 2022.
New business measures such as digital transformation, remote working and
the continued shift towards the cloud are completely disrupting how people
People are not in the office as much as before, maybe working in
different locations and reliant on additional cloud-based services. A study by
SkillSoft noted that 55% of decision-makers believe a major impact on skill
gaps is the added stress on employees.
Back in the 2010s, leading businesses prioritised the customer. As time
passed, they realised that employees were a crucial and often overlooked area
in meeting the customer needs. Employees are more informed and have more
options for communication, resulting in higher demands and expectations
from than employer than in previous years.
The value of EX.
One recent study by Deloitte discovered that nearly 80% of executives rated
the employee experience as important or very important. The customer
experience includes the website platform and interactions with sales and
products, marketing and more. Similarly, employee experience encompasses
all things related to employees, HR, managers and senior leaders. Industry
experts emphasise that employees are the most important asset a business has
to support its customers and adapt to new technologies and customer
The disruption of the last few years has repositioned employees in a different
light with higher expectations about their work and their careers. Industry
experts anticipate that more businesses will invest in resources specifically
targeting the employee experience as more leaders struggle with retention and
Preparing for the rising focus on employee experience.
Providing employees with the right technology solutions has a significant
impact on attracting and retaining the best talent. SaaS and other
communication services enable businesses to utilise the latest technology and
products without needing in-house talent to manage these applications.
According to Gartner, 60% of staff find new technology challenging, and over
50% prefer to bring back the conventional systems. New technology is,
however, becoming a necessary part of the business. The recent review of the
latest trends by Gartner highlighted that the rise of AI and BI to support
decision-making should also happen alongside an enhanced employee
experience. If new systems are focused predominantly on better metrics, the
employee experience will suffer.
HR systems and human management solutions are other options to improve
the employee experience. Some systems have shifted towards the cloud, and
AI and analytics can further support the EX.
In the last year, there has been a significant shift towards the employee
experience as an important measure of business success. While the concept
has existed for some time, its use has accelerated by a pandemic and solidified
the understanding that for most people, the boundaries between work and
home life have changed. Work has invaded our home space, and in a way,
employees have brought their home concerns to work. Employees increasingly
demand businesses be involved in more sustainable and ethical initiatives that
Businesses request more from their employees, so employees demand
something more in return. In most cases, people are no longer willing to
accept the conventional parts of an organisation. They start a new position
believing their experience within this organisation will be empowering and