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EX vs CX and how they need to align

Summer Naomi InteriorSummer Naomi Interior | September 11, 2019

Do unto others…

It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast, it’s all about the Employee Experience and the direct correlation it has with Customer Experience. And, who better to enlighten us on the topic than Annette Franz– Author, Speaker, Founder/CEO of CX Journey Inc., and this week’s honored guest.

As Annette says, ‘There’s employee’s happiness, satisfaction, engagement, experiences- all of these different terms. But, they mean different things, and they ARE different things.’ Hmmm…Guess we should start by defining Employee Experience. According to Annette, “It is the sum of all the interactions and touches that an employee has with their employer over the life of their relationship, or duration of their employment with that employer…It’s about the feelings, emotions, and perceptions that an employee has about that relationship and about those interactions, but also about the enablers and the capabilities that are afforded them as an employee.”

Add in some straight-forward conversation (with our own James Gilbert) about The Candidate Experience, ‘Hard Stuff’ vs. ‘Soft Stuff’, monetary and non-monetary incentives for employees, and the role technology takes in the whole process, and you’ve got yourself one deliciously instructive cocktail.

And, of course, we had to ask. What brand has wowed Annette, personally? As she puts is, Amazon is her ‘new normal’. Who else could have provided her the convenience of next-day, cat-food delivery to the states, when she was in London? That- right there- is precisely the sweet treatment we’re talking about.

You can find this interview, and many more, by subscribing to ‘The Sweets of CX’ Podcast on iTunes. If you don’t use iTunes, you can listen to every episode by clicking here.  Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.

About guest speaker – Annette Franz

Author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), Annette Franz was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized as a top thought leader in Customer Experience.

She co-hosts the weekly #CXChat on Twitter, serves as Vice Chair on the Board of Directors of the Customer Experience Professionals Association (CXPA), is an Advisory Board Member for CX@Rutgers, mentors other professionals in this field to help them advance their careers, and is an international speaker and an avid writer; you can find her thought leadership on her own blog and in Forbes, Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP).