Despite the rapid rise of technology across all areas of life, humans remain at the heart of business, and at the centre of customer service and experience. According to Deloitte, almost 80% of today’s executives rate employee experience as a top business priority, and study after study has shown that investing in employee experience improves customer experience. Ultimately, a company’s ability to provide a positive and memorable customer experience is a decisive factor for success across the board. Its effects can be seen in areas including, but not limited to, customer loyalty, employee retention and the acquisition of new clients.
This report reveals the importance of investing in employee experience and its role in shaping organisations’ relationships with their customers and, in turn, their quality of customer service. More and more companies are beginning to realise that end-to-end transformations are vital, shifting their focus to include employees as well as customers.