What CEOs need to Know about CX-EX Balance

Customer Experience (CX) and Employee Experience (EX) are hot topics. Provocative thought leadership commentary often ask which should be prioritized by organizational leadership. In August 2024, CXPA gathered senior customer experience leaders from around the world to have a set of online conversations on the Natter conversations platform about these two topics. We found that the two elements are not in opposition to one another - in fact, leaders must embrace the interrelated duality of CX and EX to unlock sustainable business results.

Topics Addressed in the Program

• Can you sustain positive customer experience outcomes without a positive employee experience?? Positive employee experience outcomes without a positive customer experience?
• How would you depict your organization's approach to CX and EX?
• How do customer experience (CX) and employee experience (EX) interact in your work?
• What is needed to create solutions that satisfy both customers and employees??
• How can C-suite leaders support mutually beneficial outcomes?
• Which CX - EX strategic approach is most beneficial to an organization?
• What should an organization make its PRIMARY focus in regard to CX, EX and financial success?

Advice to Boards and C-Suite Leaders

• Embrace the interdependency of CX and EX
• Provide leadership to ensure strategic alignment
• Use a data-driven strategy

To learn more about the program, specific advice for CEOs, and access to the full, free advisory brief, visit www.cxpaglobal.org/cxexbalance .

About the CXPA

The Customer Experience Professionals Association (CXPA) is an independent global non-profit organization dedicated to the customer experience profession. We gather leaders to discuss pressing issues, develop consensus, and provide guidance to help senior executives better understand and leverage customer experience as a sustainable business discipline. We publish the CXPA CX Book of Knowledge and grant the Certified Customer Experience Professional (CCXP) certification. www.whatiscx.com

About Natter

At Natter , we know that conversations beat questionnaires, and frank discussions uncover more than focus groups. Natter lets you connect up to 100,000 people simultaneously, instantly summarizing their conversational insights. Our inclusive technology connects participants in video conversations, poses your questions and analyzes the responses. All in real time. Natter is headquartered in London and is trusted to deliver human insights to Deloitte, NTT, AlphaSense, Accenture, Miro, Legal & General (L&G), PwC, Mondelez and more.