Mere employer branding activities of the recent past are not enough. The pre-requisite of excellent customer experience is the empowered, knowledgeable team that delivers it. Technology that supports this mission to deliver learning at the first line of team members, collaboration tools and processes that links customer insights to various programmes are a vital part of this change. Last but not least, a company needs to connect better with its employees, and here the culture of an organisation is critical.
Traditional employee journeys that focussed on HIRE, TRAIN, MEASURE and REWARD will need to be reimagined. The employee journeys will now concentrate on constant engagement, rapid delivery of learning and building of culture through common causes and beliefs.