“Ensuring customers are happy is important, but Federal customer experience (CX) experts believe ensuring employees are happy is equally important. Federal experts say the same human-centered design framework can be applied to both CX and employee experience (EX) to give agencies a competitive advantage…”
“As for the National Archives and Records Administration, Stephanie Bogan, chief customer experience officer, said that a strong work culture allows agencies to bring other aspects of CX to life.”
“’Most of my work happens, as many of my colleagues have shared, at the intersection of employee experience and customer experience, and we do prioritize overall employee experience as well,’ Bogan said. ‘I’m in the same way that I feel like I can’t pour from an empty cup, organizations shouldn’t try to either. So, providing amazing experiences for the individuals that we are entrusting with our customer relationships – our employees – that’s equally important. Organizational culture is a tipping point for a lot of CX initiatives, that’s kind of what brings the other elements of CX to life.'” Read the full article here.
Source: Fed CX Experts Say Employee Experience Just as Important to Success — By Grace Dille, May 7, 2021. MeriTalk.