target audience: TECH SUPPLIER Publication date: Dec 2022 - Document type: Market Perspective - Doc Document number: # US49912222
Bridging the Gap Between Employee Experience and Customer Experience to Drive Business Performance
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Abstract
This IDC Market Perspective assesses strategic links between employee experience (EX) and customer experience (CX) from the vantage point of EX transformation efforts. The assessment looks at the indirect value-add pathways of EX on traditional business value KPIs like revenue and profit growth while examining how the EX-CX link facilitates a significant addition to the value proposition of EX.
"The EX-CX link boosts the value EX contributes to the broader organization both at the strategic level and as organizations execute on EX transformation. Engaging in employee listening, combining it with customer satisfaction insights, and mutually driving the organization forward to best meet customer needs and goals boost the likelihood of improved revenue by 89% and improved profitability by 98% with a significantly lower risk of customer attrition due to dissatisfaction," said Zachary Chertok, research manager, Employee Experience at IDC.