EXECUTIVE SUMMARY

There’s a critical link between customer experience (CX) and employee experience (EX). According to XM Institute research, organizations that are above-average in both types of experiences also outperform their competitors in revenue, profitability, and employee retention. This report outlines three ways organizations can combine customer and employee insights: creating customer and employee health checks, identifying systems and root causes, and collecting detailed real-time commentary from both groups. 

This report was contributed to the XM Institute by Walker.