Happy employees are the secret weapon for exceptional customer experiences. This presentation challenges the traditional customer-first model and reveals the transformative power of prioritising Employee Experience (EX).

Discover the direct link between engaged employees and company profits, innovation, and customer satisfaction. Learn how to create seamless, personalised employee interactions through integrated ERP and service management systems.

Explore practical strategies to bridge the gap between current realities and employee expectations within shared services. Gain insights on:
- Key elements of great CX and EX: Efficiency, personalisation, predictive service, proactivity, flexibility, responsiveness, and value.
- Obstacles to great EX: Misaligned priorities, technological barriers, and change management challenges.
- Four strategies for transforming EX: Employee journey mapping, experience reshaping, self-service experience layer, and process automation.

Timestamps:
00:00 - Introduction
00:22 - Impact of EX on business
01:35 - What makes a great CX and EX
04:09 - Obstacles to great EX
05:42 - Experience layer
07:17 - Four strategies for great EX
09:37 - Summary
10:19 - Key takeaways

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