The Right Workforce Experience Is Critical For Better Customer Experience Delivery 

Delivering great customer experience doesn’t happen by chance. It relies on a set of well-designed AND executed ‘moments of truth’ that impress customers. 

For many organisations, interactions with the company’s staff are the most impactful parts of how their customers experience the brand and what the company stands for. For this reason, many organisations understand that their employees hold a critical role in delivering these moments of truth, and many organisations have dedicated time and resources into improving their employee experience (EX) as a driver of better customer experience (CX). 

However, there are others who work for your organisation, yet may get overlooked. They are not employees, but they can still have a significant impact on your CX.  Your CX is partly built on your external workforce. If they don’t get it right, the result is like your customer sitting on the chair you offered them, only to be shocked to find out it has a broken leg. 

Every person who works for your organisation, can (and does) impact your customer experience.

Workforces are Changing

In the past, the majority of your workforce was employed by you (full timers or permanent part-timers), and you may have had a plan for ensuring they supported the delivery of great customer outcomes. 

Today, workforces are evolving to include a mix of ‘core’ employees and an increasingly larger proportion of ‘contingent’ workers like contractors, freelances and giggers. Not just in your business, but also upstream and downstream - the channel partners and suppliers who make up the value chain to deliver your product or service - they are experiencing similar changes. 

According to Mercer’s Fault Lines report, 62% of Australian business leaders predict their workforce will include more contingent staff, and Deloitte’s report on Global Business Driven HR Transformation, states that large organisations estimate up to 30% of their procurement spend goes toward contingent workers. In the modern business, almost a third of the workforce is not regular employees.

It is no longer enough to think about employee experience. It is time to expand the organisational focus to encompass everyone who contributes to delivering the right brand experience and ultimately, satisfied customers. We call this WEX – or Workforce Experience.

Julieanne Dimitrios 

Do you understand how each workforce cohort impacts your customer? Do you have a strategy to optimise your workforce experience to support consistent delivery of your CX strategy?

At CapFeather, our focus is on ensuring your CX leverages all of the people who make your organisation work – your workforce.  That’s why we help organisations understand and improve their Workforce Experience (WEX). 

Define Your Workforce Experience Strategy 

CapFeather partners with clients to understand, assess, and deliberately improve the experience of their workforce, driving sustainable and valuable improvements in the customer experience. 

CapFeather’s workforce experience strategy spans four key areas:

1.    Understanding your workforce and your priority segments. Who are the people who make your organisation work and how do they impact customer outcomes? 

2.    Assessing your current workforce experience. What’s important to your workforce and how your organisation is performing in those areas and importantly how this performance impacts your customer. 

3.    Developing a suite of detailed recommendations to improve your Workforce Experience (WEX). Not merely a list of areas to address, but tangible actions to take and the metrics to confirm success. 

4.    Providing change and implementation support. Help your business build the transformation plan and provide hands-on implementation support to effect sustainable change for your organisation. 

Our process allows you to align your whole workforce to your business’s value proposition, and the moments that matter in your customer’s experience of your offering.  Combining hard and soft factors of organisational design – we promise you a holistic view of the total workforce, and a harmonised organisational design tuned to delivery of your underlying business model, delivery of your value proposition, and adherence to CX principles.  This reduces operating costs (direct and consequential), lifts in-market performance and brand reputation, and enables greater agility across the total system.

Implementing the Right Changes

At CapFeather we focus on impact, not reports.

Deciding what changes to implement, what changes to avoid, and what changes to pause, requires a strategic understanding of your organisation and your workforce. Our team has decades of organisational change management experience, and has a suite of tools and techniques to help implement change that sticks. 

Talk to us about improving your Workforce Experience today.