It can be overwhelming to find relevant, unbiased CX resources to help move your work forward.CXPA is here to help.Our Topic Guides--CXPA members who are Certified Customer Experience Professionals--have curated our most relevant, popular articles, whitepapers, and webinars to bring you the very best information on topics that are critical to your success.
Note that some resources in the links below may be content only available to CXPA members.
CXPA’s Guide to Employee Experience and Engagement
Employee experience and engagement is an area that has been long misunderstood and overlooked. With time, organizations have come to realize the inevitable connection between customer satisfaction and that of the employee. Initially, it was often believed that merely treating the employees with kindness, providing a fair salary, and why not a yearly bonus, was already enough. With the increasing expectations from the customers and the human need for an emotional connection, all the organizational strategies around employee experience had a huge turn. Having engaged employees doesn’t guarantee 100% success, however, having disengaged employees eventually leads to failure.
It is important to highlight that it is hard to have a great Customer Experience without having a great Employee experience. Because of this, organizations are moving towards implementing the same kind of competencies for employees as the ones they apply to their customers.
In this guide, you will find more information about that as well as some key examples on:
- Training and development
- Rewards and recognition programs
- Voice of the employee Programs
- Empowerment
- Designing efficient processes and providing the employees with the right tools