Workforce Experience And Customer Experience: Two Sides Of The Same Coin

In case you haven’t noticed, the world of work is changing — people are more mobile, teams are more virtual, organizational structures are more fluid, work hours are more flexible, and offices have more ping-pong tables, latte machines and bring-your-dog-to-work days. In exchange for the more casual and flexible approach to when, where and how we do our jobs, we put in more hours whether they are accounted for or not. We write emails at the dinner table, work on weekends, travel more, and maybe accept lower pay and reduced benefits in exchange for a better work/life balance. Despite the tradeoffs, it seems to work for everyone. We get the flexibility we need and our employers get workers who are more engaged, more productive and better able to create and deliver meaningful value to customers. Over the last year or so, TJ Keitt and I have been leading research into workforce experience and IT's role in supporting a changing work environment and how to measure workforce experience 

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