Customer experience is employee experience. If employee experience is poor, customer experience is terrible. Most businesses pay less attention to their employees and focus on the fulfilment of their customers. Most companies invest hugely in upgrading their CRMs and IT systems to improve the customer experience. They give so much attention to the IT element and forget the human one.

A friend of mine works as a salesman in a real estate agency who tells me horror stories about the stress and fear the sales team experience and encounter every day to hit the sales target. Yet, the managers continuously lecture them about customer experience and its importance. You cannot expect people to contribute to customer experience when your crucial task as a manager is to scare them and not to take care of them.

Customer experience is employee experience.

Customer fulfilment is employee fulfilment.