This week Carl is joined by Deb Corless, one of the founders of the CX movement in the UK to discuss the unfolding impacts of the Covid-19 crisis. This wide ranging conversation raised some interesting issues for people working in customer and employee experience who are concerned about future direction.

ExperienceCast

Moving from survival to building influence and shaping the future

We are joined again by Phill Hirons from events company IQPC to discuss the future of the conference industry, it's customers and employees. 

Will your core purpose see you through a crisis?

A look at taking a proactive approach to navigating customer and employee experience in the crisis period.. In this episode of ExperienceCast, Clara Llamas and Rosa Storm, Service Designers at LiveWorkStudio share their insight from working with companies progression in the current climate. 

How can service design help businesses through the COVID crisis

While it’s impossible to predict how the Coronavirus pandemic will develop, businesses are having to try and develop some idea of what the next few months will look like. In this episode of ExperienceCast, we bring you our recent QoE Online debate which brought together a cross-sector panel of professionals to examine how businesses are adapting.

Sustaining a successful response to COVID-19

To what extent will things return to 'normal' after the coronavirus pandemic? And what will be the longer term impact on customer and employee experience? To tackle this question, we hosted QoE online debate featuring a cross-industry panel of CX and EX professionals. We hope that this episode will give you some insights into how other sectors are responding to the crisis.

How have CX and EX been shaped by coronavirus?

Employers are increasingly having to navigate the tricky landscape of employee experience in order to attract and retain staff. In this episode, Philliip Hirons from events company IQPC summarises the key challenges that EX poses for employers.

What tensions does EX pose for employers?

Coronavirus is forcing a large number of workers to work at home. For some this will be a pleasure, but for others it will be extremely challenging. IN this episode, we look at the issue of working at home in a crisis and suggest ways to make the most out of the experience.

Working from home in a crisis

A growing number of businesses are finding that focusing on sustainability can drive bottom line performance. Just as importantly, it provides a valuable opportunity to unite employees behind a positive message. In this episode, Virgin's Head of Innovation and Strategy, David Goldsworthy, explains how businesses can create multiple opportunities from sustainability. 

What's the business opportunity in sustainability?

More effort is good, right? Or is it? If an organisation can access discretionary effort, it's in a strong position. But if going the extra mile becomes normalised, what is the impact on employees - and ultimately on customer experience? In this episode, we're joined by CX professional Leigh Page to help us tackle this issue.

What's wrong with asking for more effort?

Employee mental health and wellbeing are increasingly recognised as a key to unlocking untapped performance in a business. But how can you convince those who don't see this as a priority? In this episode, we look at ways of initiating the conversation about mental health in an organisation.

Does your employer care about your mental health?

Businesses want engaged customers. They also want engaged employees. But what are they engaging in? And what are the problems that occur when this engagement is based on unrealistic expectations? In this episode, Carl Lyon is joined by Atom Bank COO Stewart Bromley to debate what we mean by engagement, and how businesses might go about achieving it.

What do we mean by engagement?

Happy employees equals happy customers. Or does it? In this episode, Tony and Carl introduce the topic for the forthcoming QoE Discussion Group and explore whether CX and EX outcomes should be aligned. 

Should customer and employee experience outcomes be aligned?

Employees' expectations of work are changing. If we are to respond effectively to this change, businesses need effective ways of engaging employees of all ages and backgrounds. In this episode, Pat Osborne from LV= Insurance offers some pragmatic suggestions for doing this, and highlights the need to personalise employee experience by focusing on individual needs.

Engaging a generationally diverse workforce

Is there a difference between engaging with employees and learning from them? How can we use technology to improve employee feedback? And what are the challenges of engaging employees in a business with a very large and diverse workforce? To tackle these questions, the ExperienceCast team are joined by Andy Incles, Head of Store Resourcing and Scheduling at Marks and Spencers, and Jonathan Cann, Global Head of CRM at Namecheap.

How should we be engaging with and learning from our employees?

How can employee insight help you improve your customer experience? In this episode, we talk with Paula Brazier about ways of getting more out of your employee experience data, the importance of listening to what your customers and employees are saying, and Carl explains why he's fearful for the growing focus on employee experience. We hope you enjoy - please leave us a comment and share your thoughts.

What is the relationship between customer and employee insight?

A weekly debate about all things to do with customer and employee experience, hosted by The QoE.

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