Employee Experience (State of Customer-Centricity Report)

At the end of 2022 CX Centric launched the first global State of Customer Centricity Research Project. The objective of this project was to establish a global benchmark related to Customer Centricity.  Over 250 organisations worldwide took part in this project. This research was based on the Customer Centricity Maturity Model (CCMM). To access the full State of Customer Centricity report click here.

In this article we explore the results specifically related to Employee Experience which is one of the eight principle domains of the CCMM Model.

Employee Experience is the sum of perceptions employees have about their interactions with and within the organization in which they work.

Linking benefits and rewards to customer experience is always going to be a controversial topic. Basically it's difficult because the customer journey is across multiple touchpoints, which the whole organization impacts.

The experience is a combination of the collective effort that the employees across the organization put in. Which is why linking the customer experience to employee benefits is always considered as controversial. Customer experience, is a ever evolving field, and we've got to be agile in the way that we approach our profession.

We have to rethink the work that we do regularly. Always focused on business outcomes and customer outcomes. 30% of organizations that we surveyed don't have defined roles and responsibilities for managing customer experience

In our CX operations framework, we've provided sample job roles, job descriptions, knowledge skills required, and we've made sure it's aligned to the CX P. A. Clearly defining your roles and responsibility are crucial, but also in customer experience. The roles, responsibilities, and jobs that you perform regularly needs to be reviewed.

We need to review them to understand if they're useful, if they're necessary, if they're relevant, and only 20% of organizations are doing this. So we need to be agile in the way we approach our work today.

To download the full report click here

To learn more on the importance of Employee Experience click here

This June we are running our first all-encompassing 5 week Customer Experience Summer School. We will support professionals to level up their knowledge and skills in Customer Experience. Please check out the link and register interest. Please note that spaces are limited so reserve your space to avoid disappointment.