Don’t F*ck Up the Culture: Operationalizing Experiences for Customers and Employees

In a world full of choices, both consumers and employees are inundated with numerous options. How we allocate our spending power, time, and money reflects our thoughts and emotions, all of which are heavily influenced by our experiences. Yet, it's all too common that the experiences offered by companies for both customers and employees are disconnected from the core mission of creating successful products. The methods used by organizations to measure these experiences often fall short, with employee experience reduced to an annual, self-funded Top Workplace Survey, and customer satisfaction crudely assessed by a Net Promoter Score (NPS). These metrics are frequently employed retroactively, lacking the mandate to demonstrate any return on investment (ROI) tied to understanding behavior. The outcome? A mere semblance of empathy, with misguided marketing tactics breeding bias and apathy, alongside myopic solutions that position HR as an offshoot of Legal and render the customer experience (CX) function ineffectual. Crafting experiences for both customers and employees demands more than good intentions; it necessitates a strategic and operational approach that permeates an organization's culture. This talk dismantles five myths surrounding employee experience (EX) and customer experience (CX), revealing the pivotal steps toward aligning these experiences for sustainable success. Note: There’s a 99.99% chance this presentation will feature adorable pictures of dogs.