We empower employees to create great customer experiences
Despite digital innovation and the growth of ecommerce, in many cases, employees continue to be the first point of contact in a brand’s customer journey. Whether they’re on the shop floor or behind the scenes, how you engage and motivate your workforce has a direct impact on customer experience. We can help you use this vital tool in your customer experience kit.
Employee focus
We work to understand your employees’ needs and expectations to improve talent attraction and retention, as well as customer experience.
Techniques
- Voice of employee (VoE)
- Employee focus groups
- Employee depth interviews
- Employee surveys and satisfaction analysis
- Competitor and sector research
- Stakeholder workshops
- Engagement gap analysis
- Workplace trends research
EX vision
We identify the values that underpin your employer brand and experience touchpoints and articulate how, where and why you engage with your employees.
Techniques
- Employee experience (EX) vision definition
- Vision road-mapping
- Employee values definition
- Employee depth interviews
- Needs based employee profiles
- Stakeholder engagement
EX design
We combine deep employee insights with your EX vision to create an employee experience aligned to your values.
Techniques
- Employee journey mapping
- Employee experience design
- Prioritisation methodology
- Internal comms strategy
Defining the employee experience
See how we've helped organisations across the globe understand their employees and reimagine their employee experience.
View workHave a customer or user experience challenge?
We help brands across the globe improve the experience they provide customers. Get in touch to speak to one of our consultants.
