Gartner: Improve Employee Experience to Drive Improvements in Customer Experience

By Julie Yee, Senior product marketing manager

Published May 13, 2020
Last modified June 8, 2020

Great customer experiences are built from the inside, out. Offering your customers a stellar experience is a no-brainer, but offering your employees the same can be a challenge. When employees are not invested in their jobs, or in the organisation as a whole, they can unintentionally have a negative impact on the business’s customer-experience offering. To combat this, industry leaders need to recognise exactly what kind of impact employees are having on a customer’s experience and take direct steps to ensure that the employee experience is up to par.

In our view, in the recent report from Gartner, Improve Employee Experience to Drive Improvements in Customer Experience, data and trends are showing that flexibility, autonomy and easy-to-use technology are only three of the many ways in which leaders can improve the employee experience for their teams.

Read the full report to learn:

  • Why a negative employee experience can have a direct impact on the customer experience
  • How to identify key issues that could be affecting employees
  • How to develop an authentic and empathetic strategy to support your team

Gartner, Improve Employee Experience to Drive Improvements in Customer Experience, Gene Phifer, 26 November 2019