When Helping Customers Comes at the Expense of Employees

The video discusses the impact of the pandemic on organizations, highlighting the disconnect between C-Suite perceptions and employee realities, contributing to the great resignation and quiet quitting. It emphasizes the overemphasis on customer experience at the expense of employee experience, leading to burnout. Strategies for improving employee experience are explored, including matching efforts on both customer and employee sides. The pandemic's role in accelerating these dynamics and the importance of investing in employees are discussed, along with the potential risks of reverting to old habits amid economic challenges.

What was identified as a significant disconnect within organizations during the pandemic?

How did the shift to digital in the early 2000s impact employee experience?

What are some consequences of the lack of integration of applications in organizations?

What role does employee experience play in customer satisfaction according to the text?

What should organizations consider to improve employee experience alongside customer experience?

In what ways did the pandemic highlight the lack of investments made for employees?

How can companies avoid reverting to old habits that led to issues like the great resignation?