Apr 29, 2019
We live in the experience age
where the lines are blurred between our consumer and our employee
experiences. We demand more of the workplace experience because
we’re used to seamless digital experiences, great customer service
as consumers. Organizations that have mastered the Customer
Experience have recently shifted their focus on the Employee
The EX and CX are intimately connected, and both have a critical impact of the overall business performance. Kaiser Permanente is taking a unique and intentional approach to join up their member/patient experience with the employee experience.
Angela R. Howard is the Director of Talent Management & Culture for Kaiser Permanente’s Washington (KPWA) region. In this role, Angela oversees a team of organizational development, talent management and learning professionals that help build capability and drive culture change across KPWA.
Today with Angela we talk about:
– How to build a deeper emotional connection between the customer and employee.
-How to build the right capability for employees to internalize and personalize what great service looks like through daily connections.
– How to get past “training” and pull down the barriers of cultural change.
- Which metrics she has put in place to measure the success of those initiatives.
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If you want to send me feedback, suggestions for future topics or guests, you can reach me at firstname.lastname@example.org or on Twitter @eX_Summit.
Thanks for listening.
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