The Employee and Customer Experience Connection

The employee experience (EX) is moving into the spotlight.

Evolving workforce dynamics, growing expectations around genuine DEI, and a consumer base increasingly looking to align their purchasing behaviours to their own core values – there are a host of reasons why business leaders need to double down on improving (and prioritising) the experience they offer employees today. To do so is now fundamental to bottom line growth – an engaged, empowered, knowledgeable, and motivated workforce is naturally more likely to deliver the types of superior brand experiences that will delight and, subsequently, retain consumers.

So, how can brands cultivate great EX?

In this episode, we speak with Graeme Matheson, Planning and Performance Lead at John Lewis & Partners, who gives his expert perspective on what it takes. Drawing on 20-plus years of experience in the industry, Graeme breaks down the value of building an organisational culture that aligns EX with the desired CX.

We dive into:

• The broadscale transformation of the contact centre
• How and where the new wave of AI-based technology fits into the employee experience
• How John Lewis Partnership – the UK’s largest employee-owned business – manages EX
• Examples of what best-in-class EX looks like
• Best practices around how retailers can get loyal shoppers to stick with them
• Key EX and CX trends to watch for in 2024 

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