Is Employee Experience The New Customer Experience?


Is Employee Experience The New Customer Experience?

The landscape of business focus is undergoing a transformation. Once, the prevailing notion was that companies should prioritize the customer experience above all else. However, with several changes disrupting how we work, does this idea still stand?

Companies across industries are experiencing a paradigm shift. They are swiftly acknowledging that their most valuable asset is their workforce, prompting a reevaluation of priorities. This marked change underscores a crucial realization – the employee experience is now at the forefront of discussions about organizational success and failure. The dynamic interplay between employee satisfaction, growth, and well-being is emerging as the new cornerstone of excellence.

This article outlines the shift between the customer experience to the employee experience, what constitutes the employee experience, and how businesses can improve the employee experience through workplace design.

Shift Between Customer To Employee Experience

Over the past decade, there has been intensive research on customer experience. Studies have looked at how companies have worked tirelessly to put customers at the forefront of what they do. Enhancing the customer experience has long been touted as the key to organizational success. Additionally, a corporation that places a high value on customer experience and satisfaction is regarded as successful. Every business invests in the customer experience. Organizations are investing in the employee experience as they come to understand that their most valuable asset is their employees.

The customer experience encompasses the website, e-mails, all interactions with sales and service, upselling, marketing programs and more. Similarly, the employee’s experience is a worker’s feelings about their journey through all the touchpoints at a particular company, starting with job candidacy through to the exit from the company. Furthermore, the company’s physical workspace, culture and technology are all integral components of the employee experience. Within these components, talent has more options than ever before; it is no longer acceptable for businesses to ignore the employee experience. Instead, the employee experience needs to be as sophisticated as the customer experience if companies want to keep their best talent.

Factors That Contribute To The Employee Experience

Enhancing the employee experience offers various advantages. Moreover, these advantages are related to higher employee job satisfaction, which boosts sales and improves brand positioning. But what exactly makes up the employee experience? What aspects can companies zero in on to enhance the employee experience?


Organizational leaders need to focus on creating a positive culture in the workplace. Culture is an integral part of employee experience because culture is embedded within all aspects of the company. Culture is the tacit social order of an organization: It shapes attitudes and behaviors in wide-ranging and durable ways. When effectively integrated with individuals’ ideas, desires, and wants, culture can unleash tremendous amounts of energy toward a shared purpose and support an organization’s ability to thrive. A toxic corporate culture, however, can hurt employee satisfaction and, consequently, the organization.

Physical workspace

The physical workspace is the most significant part of the employee experience. When considering the employee experience, the design and structure of the physical environment are critical variables to consider. Companies are shifting away from structured individual offices and cubicles and towards more flexible collaborative workstations. Even though work has become more flexible, staff continue to come into the office. Therefore, it is vital for businesses to design workplaces that make employees feel more engaged, productive, and connected to the company. Workplaces that do not prioritize employee experiences will have poor employee engagement and high turnover rates.

Technological environment

Companies are becoming more reliant on technology as they adopt more remote and hybrid working practices. As the workplace grows increasingly technology-oriented, the digital employee experience becomes equally as crucial as the physical one. Companies must pay attention to how employees interact with technology and find ways to utilize technology to support meaningfully communication, collaboration, and connection. Furthermore, according to a Qualtrics study, when technology is used in a manner that supports the way employees work, they are 230% more engaged and 85% more likely to stay beyond three years in their jobs. The farther technology evolves and integrates into the workplace, the more critical it is to recognize that the technological experience provided by employers will, to a considerable extent, shape the employee experience.

How Workspace Design Can Improve The Employee Experience

A quality office design can promote company culture and staff relationships with technology, which can improve the employee experience. The best office designs are the ones where structural elements, furniture, and technology all work together to serve people.

Improve company culture

Employees will have a better office experience if they work in an environment that fosters a strong culture that reflects their beliefs and attitudes. Research shows that architecture and interior design supply a practical means to support an organization’s culture. Given the importance of corporate culture to employee experience, designing an office that encourages a positive company culture is critical to a firm’s success. If your firm prioritizes collaboration, adding more open spaces and informal gathering locations is a clever idea. Informal meeting locations allow employees to conduct casual discussions while also increasing teamwork. If your firm values creativity, adorn your workspace with fun patterns, vibrant colors, and funky furniture to create a unique and entertaining environment.

Strong staff relationship with technology

Companies are now able to integrate technology into their office design. Technological advancements have enabled the development of new applications and tools to help improve workplace life. Some examples of these innovative technologies include IoT sensors and desk booking apps. IoT sensors can turn your facility into a “smart” workplace that improves employee efficiency, happiness, and productivity. Sensors embedded throughout the office can automate duties, such as free addressing and room booking management. Moreover, with a sophisticated building automation system, sensors can also regulate lighting, climate control, and security.

As hybrid working becomes more common, companies have begun to double down on office space and reduce the amount of designated desk space for every employee. Work frustration caused by being unable to access a desk can hurt the employee experience. Businesses can solve the challenge of desk confusion by incorporating a desk booking system. Desk Booking apps enable employees to find open desks, reserve meeting rooms, and find out who will be in the office.

In Conclusion

As the goal shifts from customer experience to employee experience, more firms will focus on office designs that improve company culture, the technical environment, and overall workplace experience. At Aura, we provide a complete turnkey solution that considers both the employee and customer experience to develop an office that meets the specific demands of your company. Contact Us to learn more.

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