Measuring Workforce Experience: Engagement, Productivity and Customer Impact

Over the last few months, TJ Keitt and I have been wrestling with the concept that CIOs play a key role in employee engagement. All the signals point to this as hot topic. We've worked with many large clients on workforce technology assessments to help them understand how to assemble the right portfolio of technology tools to help employees be as productive as possible. For this research, we interviewed many technology leaders and their HR counterparts in companies that are widely recognized as great places to work that also happen to score well on customer experience. Our colleague, Kerry Bodine, co-author of the book Outside-In: The Power Of  Putting  Customers At The Center Of Your Business and an expert in customer experience published a blog post in November 2012 that talked about the importance of employee empowerment and the need to design the employee experience in the same way that you design the customer experience. As Kerry puts it, "great customer experiences don't happen by accident -- they have to be actively designed." The same is true of great employee experiences.

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