Does Customer Experience complements the HR profession?

I do believe that the window of Customer Experience (CX) provides HR professionals with a great opportunity to do HR from the Outside-In and getting rid of internal focus on merely HR activities; now the question is, if all departments (including HR) work towards customers’ & shareholders’ happiness, then why HR professionals don’t start from here? It dictates the right business context, gives purpose and more value to your HR practices and most importantly a proven way for getting the buy-in of senior executives at your company!! As an example, building the culture of customer centricity is a prerequisite for a “WoW CX” (Value added Organizational Development (OD) intervention) OR introducing a sales commission scheme in order to improve the bottom-line are great examples for HR being a business driver or leader.

On the other hand, HR as profession is a key to  great customer experience and customers’ happiness when we have solid HR systems and practices in place. for example,  if we succeeded in hiring the right people at the right positions and then maximizing Employees Experiences (EX) through the different HR practices, definitely Customer Experience would be at its MAX!

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