Total Experience: The Hidden Connection Between Company Culture and World-Class Customer Experiences - Ascent Conference

Total Experience: The Hidden Connection Between Company Culture and World-Class Customer Experiences

Nov 14th, 2022 @1:30 pm

Historically, Employee Experience and Customer Experience have been thought of as separate functions. One is about attracting and retaining talent, the other about building customer loyalty; one is the purview of the CHRO, the other Chief Customer Officer. Overlap and collaboration is often minimal.

There has even been tension between the two, which shows up in ideas like “the customer is always right,” or that being customer-centric means serving your customers first and employees second.

But new research from ServiceNow and ThoughtLab suggests that companies who break apart these siloes have a serious advantage. Organizations that focus on Total Experience – the alignment of EX and CX – ended up increasing their revenue, improving the quality of their products and services, and advancing their strategic goals.


Lara Caimi
Chief Customer and Partner Officer

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