Qualtrics：结合员工体验和客户体验来推动业务增长（中译版）（34页）.pdf

1、Combining your Combining your EX and CX to EX and CX to fuel business fuel business growthgrowth2ContentsThe power of connected experiencesAligning EX and CX Program readinessCustomer EX+CX success storiesBest practicesUsing Qualtrics CrossXM48141823303As Experience Management(XM)leaders increasingl

2、y understand that business success doesnt happen without strong employee experience(EX),theres a growing desire to ascertain how they can activate employees across the organization to drive customer experience(CX)and the resulting business outcomes.”Benjamin Granger Chief Workplace Psychologist,Head

3、 of EX Advisory Services XM Institute,Qualtrics4The power of connected experiences5When it comes to gaining a competitive edge,organizations across the globe are increasingly evaluated on their ability to deliver great experiences whether theyre for employees,customers or the wider brand.After all,h

4、appy employees provide great customer service,and satisfied customers are much more loyal and likely to advertise the brand to others.But thats not all;great experiences lead to increased revenue,higher customer satisfaction,improved employee engagement and better brand recall.And thats just the tip

5、 of the iceberg.Whats happening below the surface is employee experience(EX)drivers contributing to customer experience(CX)outcomes.When employees are empowered to do their best work and operate effectively,they have a clear,demonstrable impact on customer and brand experiences that affect your bott

6、om line.Businesses that have mature CX and EX realizerevenue growth+2xThe power of connected experiences6Indeed,connecting EX and CX experiences gives HR and CX leaders holistic insight into the relationship between experiences,and how those combinations lead to interactions that benefit the organiz