Connecting Customer Experience With Employee Experience

According to the CMSWire State of Digital Customer Experience
2021 report, there is a growing body of research and anecdotal
evidence to suggest the positive impact good employee experience
(EX) has on customer experience, particularly in high-touch
sectors.


Around three quarters of respondents view digital employee
experience as being “very important” or “moderately important”
for digital customer experience, but this rises significantly to
91% for respondents with tools “working well," according to
CMSWire researchers.


Enter Katrina Taylor, who is living this reality day to day in
her role as head of user experience and product design at
Armoire, which provides shoppers with opportunities to rent
clothes and personalized their closets from designer brands.
Taylor is not only laser-focused on creating digital customer
experiences for visitors seeking new outfits but also closely
watches the connection between customer experience and employee
experience.


CX Decoded hosts, Rich Hein and Dom Nicastro, caught up with
Katrina to discuss this vision and how she and her teams apply it
into a practical reality.