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Why Is the Employee Experience Important in CXM?

Date
May 22, 2025
Read Time
5-6 minutes
Category
Employee Experience

In the pursuit of an exceptional customer experience, companies invest heavily in customer experience management platforms to capture customer data and analyze key metrics from Net Promoter Score to CSAT. But what if this data is telling you what is happening, without revealing why? To better understand the customer journey, you must recognize how the employee experience impacts the customer experience and why it is so important. Companies with engaged employees will not only outperform competitors, but they can unlock the missing piece of the customer experience puzzle - the context that only customer-facing employees can provide.

How Does the Employee Experience Improve the Customer Experience?

A positive employee experience (EX) is a direct cause of an improved customer experience (CX) for many companies. When employees are supported, engaged, and equipped with the right tools to do their jobs, they are empowered to deliver superior service, which leads to continued success with customers. Data highlights that combining employee feedback with customer data creates a more complete picture of the customer experience. For example - a low CSAT score might point to long wait times, but only an employee can provide context and tell you the root cause, allowing your business to fix the real issue instead of just treating a symptom.

Understand the Why Behind the Customer Data

A better understanding of the employee experience helps provide the context behind your CX metrics, explaining the critical why behind the what and transform raw data into actionable intelligence. For example - customer feedback and surveys might show a decrease in satisfaction scores at a specific location, but the employee feedback may reveal the underlying cause, that could range from a faulty point-of-sale system to an outdated policy. By making the connection between the data and customer-facing employees, you gain a complete narrative that allows you to address the root cause of customer pain points.

Remove Roadblocks to a Smooth Customer Journey

Engaged employees are your eyes and ears when it comes to customers and offer crucial insight into the roadblocks that really frustrate customers. Employees experience workflow inefficiencies and tech failures firsthand that lead to delays and dissatisfied customers and can be used to prompt targeted improvements. When you give employees the power to report these issues and act on their feedback, you create a direct pathway to a seamless and enjoyable customer journey experience.

Promotes Creative Problem-Solving

A supportive and safe environment gives employees the confidence to be creative in solving customer problems with more autonomy. Instead of adhering to a rigid script, an empowered agent feels confident enough to offer a unique solution and turn a negative interaction into a memorable, positive one. This ability to think outside the box demonstrates to the customer that the company trusts its employees to do the right thing and helps foster a deeper sense of loyalty.

Drives Adoption of Better Tools and Training

When employees see their feedback on necessary tools and training being heard and implemented, they become more invested in employing those resources for the customer's benefit. Introducing a new CXM or support platform is only half the battle. It is critical to ensure the technology is used effectively and that means additional training and support. Businesses that involve employees in the implementation of new technology can guarantee higher adoption rates and ensure the technology is used to its full potential, enhancing the speed, accuracy, and quality of customer interactions.

Builds Consistency and Trust with Lower Turnover

Lower employee turnover is a direct result of a positive employee experience and ensures that your customers are consistently served by an experienced and knowledgeable team. High turnover rates often mean customers are dealing with new hires who may lack deep product knowledge or an understanding of the company culture, leading to inconsistent service. A stable team builds a foundation of expertise and reliability that customers notice and will trust, which creates a more consistent brand experience over time.

READ MORE: How To Balance Customer Experience and Employee Experience

It is important to understand the importance of the employee experience in your customer experience management strategy to unlock a new level of success. By actively listening to your employees and connecting their feedback to your customer data, you move from simply measuring the experience to actively improving it. This comprehensive approach ensures that the insights you gather lead to meaningful changes that benefit your team, your customers, and your business.

Contact boostCX today to learn how our solutions can help you collect, analyze, and employ employee and customer feedback to build a one-of-a-kind customer experience!

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