When EX
Drives CX
There’s a clear connection between employee engagement and customer experience. One drives the other—and it’s no surprise when employees are satisfied, customers tend to be too. But how can businesses power great experiences on both sides of the equation?
Addressing Pain Points
For employees, inefficiencies in routine processes can develop into larger pain points if they’re not addressed.
find it challenging to receive updates about an issue they reported.
struggle to resolve equipment issues on their own.
52%
50%
Source: “The Employee Experience Imperative,” ServiceNow, 2019.
Integrating Workflows
Digital workflows can help businesses reimagine key processes in areas like HR and IT while making it easier for people to focus on the work that matters most. The result is an environment where employees are supported from onboarding forward, with an experience that’s as frictionless and seamless as the services their customers demand.
HR
IT
hello.
Fueling Empathy
When employees feel valued, that translates into a more empathetic relationship with customers.
Source: “The Employee Experience Imperative,” ServiceNow, 2019.
Employee
Customer
truly care about their company’s mission and the challenges it helps customers address.
66%
are personally invested in doing great work for their customers,
77%
A Better Employee Experience
By creating a better, more consumer-like experience at work, businesses can empower employees and maximize engagement. In fact, one Oxford Economics survey of 500 companies found that businesses with the highest retention and employee satisfaction rates were those using technology to improve the employee experience.
Source: “The New CHRO Agenda: Employee Experiences Drive Business Value,” ServiceNow.
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