Why Your Organization Needs a Chief Experience Officer

Why Your Organization Needs a Chief Experience Officer

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The employee experience is a vital part of every organization’s digital strategy, but many companies overlook this essential component of digital success. EX is the sum of all employee interactions with your organization that impact business performance.

However, successful EX involves a lot more than HR, to include all communications and interactions with other business departments as well.

Many companies miss the boat when evaluating the impact of EX. Organizations that choose to value EX over CX end up with employees that have meaningful jobs, resulting in higher levels of employee engagement. As a result, companies see increases in productivity that lead to boosts in annual revenues.

Why Does Your Organization Need a CX Leader?

CX leaders are more than five times more likely to earn excellent engagement ratings from employees. Skillful leaders that can integrate and align CX and EX belong in the C-suite of the organization.

As a result, there is a case for the need for a CEEO (Chief Employment Experience Officer) to help organizations develop a digital transformation strategy that works. Some company’s install CEEOs to drive CX, but a true CEEO needs to work with both the CX and EX to unlock the true potential of the organization.

Therefore, we can say that the CEEO will lead the transition and implementation of the experience for both employees and customers. When organizations separate the leadership of CX and EX, it results in a disconnection of business objectives, and confusion in all departments.

When companies align CX and EX leadership, employees have the opportunity to get first-hand experience of how it makes them feel and the value it offers them in making decisions and taking actions in the workplace.

Separating the two concepts results in competition between CX and EX for resources, leading to business inefficiencies and lower employee engagement.

By integrating CX and EX into a single department, and combining them under the leadership of a single manager allows companies to capitalize on synergies created in the process.

Organizations can apply tools to help map the customer journey, and the same ideas can apply to EX design and implementation as well. Linking internal communications to a single platform can improve employee engagement, resulting in opportunities for upskilling employees while increasing CX capacities.

How the CEEO Ties Everything Together

So, what does it look like to implement this in a real situation? A CEEO brings accountability to the process by attending to the following business functions in the digital transformation process.

  • Increasing customer understanding in employees
  • Increasing employee understanding in organizational leaders
  • Driving disciplined and deliberate design and delivery of all employee and customer experiences
  • Create a connection between EX and CX experiences, advocating for technical integration
  • Championing employees and customers perspectives in strategic decision-making situations
  • Measuring the impact of EX on customers and how it influences KPIs

When companies align CX and EX through hiring a CEEO, the organization centralizes its value in employee-centered business functions to employees inside the company, and customers outside of the company.

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