A powerful combination of Employee Journey & Customer Journey
In more than half of the latest Customer Journey projects, specific experience interviews with employees are part of the process. This is due to two reasons. Firstly, the performance of employees has an important impact on the total experience of customers. In addition, it is these employees who have to work with the results of a Customer Journey program in order to achieve a 9+ customer experience, as is the case at HU University of Applied Sciences Utrecht.t.
According to Wim van der Pol, director of Marketing & Communication at HU University of Applied Sciences Utrecht,“the Experience Interviews with employees teach us three things. One: How do our employees experience the current process – the current situation? Two: What do employees think of the customer experience (customers being students)? And three: What encourages employees to display the desired behavior and what prevents them from doing so? With the combined results of the Customer Journey and the Employee Journey, we can grow faster towards the desired experience and the Ideal Customer Journey. For HU University of Applied Sciences Utrecht, these results also form the foundation for the digital strategy that we are putting into practice and Altuïtion is helping us with this.”
