CUSTOMER AND 
EMPLOYEE EXPERIENCES

The Challenge

  • Companies need energetic and enthusiastic employees who connect with customers; therefore, they need to ensure that their employees feel connected to the company and its purpose

  • Global recognition that 85% of employees are not engaged or actively disengaged at work, resulting in reduced productivity, high absenteeism, and turnover rates, and poor client relationships that lead to lost revenue.

  • The pressure to develop environments conducive to a more engaged and productive workforce

  • Growing expectations for workforce flexibility

How we can help

  • Identify external and internal customers unmet needs, motivations, concerns, and drivers 

  • Map Customer & Employee journeys, define "moments of truth", and prioritize the initiatives to improve

  • Determine the behaviors you want to infuse into the organization and actions to pursue

  • Define change management strategy. Plan activities and execution

  • Review Employer branding strategy and tactics

  • Support the development of a culture of customer-centricity, continuous learning, adaptability & growth