Good customer experience starts from within
Behind every good customer experience are people who know what they're doing, understand why they're doing it, and know how to bring that to the customer. Competent, engaged employees don't just handle customer contact — they consciously shape it.
EX diagnostics
What's it really like to work at your organization?
Through data, conversations and workshops, we uncover what helps employees, what makes their day-to-day work harder, and where the biggest room for improvement lies.
We listen to what employees say through surveys, interviews and workshops, and spot the patterns, needs and obstacles that keep coming up.
You get clearer insight into where you stand today and concrete guidance for improving the employee experience.
Employee Journey Mapping
Where and how is the employee experience really shaped?
We map the key stages and touchpoints of the employee journey – from joining the company to leaving it – and look at what influences engagement, trust and the employee's overall experience in the organization.
We identify the moments that matter most to employees and the touchpoints that shape their experience of work the most.
The result is a clear employee journey map and opportunities to redesign the experience where it's most worth investing.
Culture and ways of working
How do you turn employee experience into an everyday way of working?
Experience doesn't change through a strategy on paper. It changes through the way employees work and communicate with each other every day.
We help HR and team leaders turn EX insights into principles, standards of behavior, rituals and ways of working that create the experience you want – through workshops for leadership and teams.
We connect employee experience with customer experience, because employees who have a good experience deliver a better one to customers.
“To win in the marketplace you must first win in the workplace.”
– Doug Conant, CEO, Campbell
EX and CX aren't two separate projects, but one inseparable whole
We connect employee experience and customer experience into one story. Because when things work well on the inside, customers feel it on the outside.
Clarity, tools and support
More confidence, motivation and engagement
A consistent, better experience at every touchpoint
An experience that drives both people and business
Before we start
What is an EX diagnostic?
EX (Employee Experience) diagnostics help you understand how your employees experience the organization, its processes, and everyday work. Through data, conversations, and analysis of key moments, we uncover what's working, where obstacles arise, and what needs improving so employee experience also supports your business goals.
Do we need survey data already?
If you already have them, we'll use them – they'll be very useful. If not, through conversations, workshops, and other available data we can still get a very clear picture of your employees' experience and identify the biggest opportunities for improvement. We work with what you have and complement it with interviews, workshops, and qualitative insight.
How long does EX work take?
Smaller projects can take a few weeks, while a more extensive EX diagnostic and strategy can take several months. At the start, we define the goal and scope together to set a pace that best fits your organization.