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How to use employee feedback to drive CX improvements?

In our latest episode of CX Talks, Sarah, Rob and Cat discuss how you can use employee feedback to improve your CX.  Principal Consultant Sarah Daley is one of our CX experts.

How to use employee feedback to drive CX improvements?

In our latest episode of CX Talks, Sarah, Rob and Cat discuss how you can use employee feedback to improve your CX.  Principal Consultant Sarah Daley is one of our CX experts.

CX-talks-podcast

Meet the author

Catriona McKimmie

Senior Consultant
Catriona McKimmie
Senior Consultant
Cat joined Clarasys in August 2019, having previously spent a year working in travel marketing. She holds a degree in Management and Geography from the University of St Andrews. Cat is an experienced consultant specialising in business analysis across the public and private sectors. She has worked at the intersection of analysis and change to design innovative solutions that land effectively for all stakeholders. Recently, she completed a strategic analysis for a leading architecture firm on decarbonisation software. Outside of work she enjoys running, horse-riding and live music.

Robert Simmons

Senior Consultant
Robert Simmons
Senior Consultant
Rob is a consultant who enjoys all things complex and technical. He has deep expertise in data and analytics, having worked across the data lifecycle on multiple projects, for multiple clients. His work in this space has included data analysis to understand usage data to enhance customer experience for products, data landscape mapping to enhance efficiencies with data usage, and helping to deliver a Data Lake to modernise and centralise data storage. His data experience spreads internally, where he is part of a team understanding employee experience and feedback to continually improve how people work and grow at Clarasys. Rob has great technical skills and proficiency in IT, including knowledge of IT infrastructure, experience with data, and skills in programming. Generally, he is a keen and quick learner, and happy to get stuck into any challenge or problem.

Sarah Rigby

Principal Consultant
Sarah Rigby
Principal Consultant
Sarah is an experienced consultant with over 10 years’ experience working across end-to-end business transformation specialising in; business analysis, process improvement, customer experience and continuous improvement. She joined Clarasys in 2019 and leads our not-for-profit portfolio, advising clients on their customer-centric strategy and how best to implement. Sarah is the employee trustee of the Clarasys's Employee Ownership Trust - in which she represents people's voices to ensure the company is operating and growing in the best interest of it's employees.

In our latest episode of CX Talks, Sarah, Rob and Cat discuss how you can use employee feedback to improve your CX. 

Principal Consultant Sarah Daley is one of our CX experts. Clarasys Consultants Rob Simmons and Catriona McKimmie are part of our internal insights and improvements team. 

The podcast begins with a brief overview of what we mean by employee experience and how it links with customer experience. Sarah explains the importance of gathering employee feedback throughout their time at an organisation. 

Cat reveals the two types of feedback you can gather, and what we do at Clarasys to get employee feedback. Rob gives his insight on how regularly you should gather employee feedback and who should be providing it. 

The trio discusses how employees who interact regularly with customers will have a better view of their needs, wants and challenges. 

Cat explains why the maturity of an organisation should determine what employee feedback to gather and how.

They go on to talk about what data is important, how to choose what to capture and how to analyze it once collected, both within the organisation and to drive CX improvements.

Listen in to find out how you can use employee feedback to make a lasting impact to both EX and CX.

Listen here

If you would like to learn more about how we can help you with your employee experience and customer experience, or to speak to Sarah, Rob or Cat, please get in touch. 

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