How does the employee experience enhance the customer experience?

Digital transformation at the heart of the system

For a long time, IT systems were seen simply as tools to ensure that operations ran smoothly. Today, they sit at the core of digital transformation  and even become a direct touchpoint with customers.

Technology now enables organizations to operate efficiently while creating seamless connections between internal teams and the customers they support.

An organization committed to both employee and customer experience

Let’s take the example of Zendesk: its teams spend their days improving the Zendesk instance of their customers.

By using their own Zendesk instance internally for support needs, they now have first-hand experience of what customers go through. This makes them true ambassadors of the product and strengthens their ability to deliver value.

Linking employee and customer experience creates a powerful dynamic: employees become more committed to delivering a quality service and maintaining high customer satisfaction — while also feeling more engaged and loyal to their company.

Departments now work closely together. Gone are the days when sales focused only on the sales experience, e-commerce on the digital experience and customer service on support interactions. Today, customer experience spans every touchpoint and every team to ensure a consistent and seamless journey.

An agile and scalable organization

At Zendesk, reinventing the employee experience required significant work on the internal Zendesk environment and intranet. The goal: improve customer service by boosting internal collaboration and leveraging automation.

As Colleen Berube from Zendesk emphasizes, it’s ultimately about “understanding the needs of employees and the business to ensure that the technology truly supports them. The end goal is to drive the company’s growth.”

A virtuous cycle between EX and CX

Connecting employee experience with customer experience is essential to ensure a consistent and high-quality service. By investing in collaborative work environments and the right tools, companies like Zendesk create a virtuous circle where motivated employees and satisfied customers reinforce one another — generating sustainable growth for the organization.