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The People Anchor: How Unforgettable Employee Experience Creates Unbeatable Customer Experience
Summary
In this episode, we explore how a world-class Employee Experience (EX) is the single biggest driver of an unbeatable Customer Experience (CX) in 2025 and beyond. Manasi Shukla, Founder of Safrela Consulting, and Natalie Jackson, Founder of Crescent Consultancy and CX Strategist at Peak Fractional, join the discussion and share their insights on how investing in employees as primary customers can drive growth and enhance overall brand experience.
The conversation covers the importance of experiential leadership, the role of journey mapping in both CX and EX, the need for alignment between internal and external experiences, and the impact of this mindset shift on business growth. Practical steps for leaders to improve both EX and CX are also discussed, emphasizing the need for listening, measuring, and creating a culture of engagement.
Takeaways
- Investing in employee experience drives customer satisfaction.
- The lines between CX and EX are increasingly blurred.
- Employee onboarding is crucial for engagement and retention.
- Talent-company fit is as important as product-market fit.
- Effective training programs enhance both CX and EX.
- Journey mapping helps identify pain points in experiences.
- Leadership alignment is key to successful CX and EX strategies.
- AI can enhance customer education but cannot replace human touch.
- Understanding employee needs leads to better customer service.
- Organizational culture impacts both employee and customer experiences.
Chapters
00:00 Introduction to Employee-Centric Business Models
03:24 Defining Customer Experience (CX) and Employee Experience (EX)
06:05 The Concept of Employees as Primary Customers
08:55 The Impact of Remote Work on Employee Onboarding
11:46 Talent Company Fit vs. Product Market Fit
14:33 The Importance of Internal Alignment for Customer Success
17:25 Differences in CX Solutions Across Industries
20:20 Understanding Journey Mapping
23:30 Challenges in Implementing Journey Mapping
26:07 Ownership of Employee Experience
28:53 The Role of Marketing in Employee Experience
35:01 The Importance of Customer Experience
37:12 Aligning Internal and External Experiences
39:01 The Role of Leadership in Customer Education
41:50 Ownership and Accountability in Customer Success
44:15 People as the Anchor of Experience
48:23 AI's Impact on Customer and Employee Experience
53:54 Practical Steps for Leaders
57:24 The Future of Employee and Customer Experience
Keywords
#EmployeeExperience #CustomerExperience #CX #EX #WorkplaceCulture #TalentOptimization #JourneyMapping #AIinBusiness #Leadership #OrganizationalDesign
Links
- Schedule A Free 30-Minute Consultation with Manasi
- Schedule A Free 30-Minute Discovery Call with Natalie
- Schedule A Free Strategy Session with Clarence
View all episodes
By Clarence Maur BongalosSummary
In this episode, we explore how a world-class Employee Experience (EX) is the single biggest driver of an unbeatable Customer Experience (CX) in 2025 and beyond. Manasi Shukla, Founder of Safrela Consulting, and Natalie Jackson, Founder of Crescent Consultancy and CX Strategist at Peak Fractional, join the discussion and share their insights on how investing in employees as primary customers can drive growth and enhance overall brand experience.
The conversation covers the importance of experiential leadership, the role of journey mapping in both CX and EX, the need for alignment between internal and external experiences, and the impact of this mindset shift on business growth. Practical steps for leaders to improve both EX and CX are also discussed, emphasizing the need for listening, measuring, and creating a culture of engagement.
Takeaways
- Investing in employee experience drives customer satisfaction.
- The lines between CX and EX are increasingly blurred.
- Employee onboarding is crucial for engagement and retention.
- Talent-company fit is as important as product-market fit.
- Effective training programs enhance both CX and EX.
- Journey mapping helps identify pain points in experiences.
- Leadership alignment is key to successful CX and EX strategies.
- AI can enhance customer education but cannot replace human touch.
- Understanding employee needs leads to better customer service.
- Organizational culture impacts both employee and customer experiences.
Chapters
00:00 Introduction to Employee-Centric Business Models
03:24 Defining Customer Experience (CX) and Employee Experience (EX)
06:05 The Concept of Employees as Primary Customers
08:55 The Impact of Remote Work on Employee Onboarding
11:46 Talent Company Fit vs. Product Market Fit
14:33 The Importance of Internal Alignment for Customer Success
17:25 Differences in CX Solutions Across Industries
20:20 Understanding Journey Mapping
23:30 Challenges in Implementing Journey Mapping
26:07 Ownership of Employee Experience
28:53 The Role of Marketing in Employee Experience
35:01 The Importance of Customer Experience
37:12 Aligning Internal and External Experiences
39:01 The Role of Leadership in Customer Education
41:50 Ownership and Accountability in Customer Success
44:15 People as the Anchor of Experience
48:23 AI's Impact on Customer and Employee Experience
53:54 Practical Steps for Leaders
57:24 The Future of Employee and Customer Experience
Keywords
#EmployeeExperience #CustomerExperience #CX #EX #WorkplaceCulture #TalentOptimization #JourneyMapping #AIinBusiness #Leadership #OrganizationalDesign
Links
- Schedule A Free 30-Minute Consultation with Manasi
- Schedule A Free 30-Minute Discovery Call with Natalie
- Schedule A Free Strategy Session with Clarence