Hi to all,
So the first customer experience revolution has already tackled into marketers desks, c.e.o´s minds, and the like, but I think still the concept has not succeed in terms of the employee experience.
The employee experience may be the next battlefield, because many of the CEM projects gets overfocused on customers and underviewed, in terms of the employee experience.
Think about it, we know already good customer experience examples, but ¿How may relevant, innovative, and remarkable employee experiences do we know?. My answer would be, not many.
We need a shift in the human resources management, and other management staff when approaching the employee experience cycle and journey.
The old rules not longer work, if we truly want to drive our customer experience to its full potential.
Think about the hiring procedures, ¿Is there any innovative way to energize this process, for start connecting better with our future employees?.
¿Are we involving our current employees in the hiring process?.
¿Are we involving any customer, on that process?.
Start reviewing all this and more, from the employee experience, if you want to update and upgrade your overall customer experience.
Hope you like this insight, and point of view.
Hi David,
this is interesting! We are also working on assessing the emotional experience of people within organizations and to use this information in change-management or employee happiness/ well-being.
You can find more info on this on http://www.emozio.com/en/emotions-in-organisations/
Keep it up!
Marco