SummaryIn this episode, we explore how a world-class Employee Experience (EX) is the single biggest driver of an unbeatable Customer Experience (CX) in 2025 and beyond. Manasi Shukla, Founder of Safrela Consulting, and Natalie Jackson, Founder of Crescent Consultancy and CX Strategist at Peak Fractional, join the discussion and share their insights on how investing in employees as primary customers can drive growth and enhance overall brand experience.The conversation covers the importance of experiential leadership, the role of journey mapping in both CX and EX, the need for alignment between internal and external experiences, and the impact of this mindset shift on business growth. Practical steps for leaders to improve both EX and CX are also discussed, emphasizing the need for listening, measuring, and creating a culture of engagement.TakeawaysInvesting in employee experience drives customer satisfaction.The lines between CX and EX are increasingly blurred.Employee onboarding is crucial for engagement and retention.Talent-company fit is as important as product-market fit.Effective training programs enhance both CX and EX.Journey mapping helps identify pain points in experiences.Leadership alignment is key to successful CX and EX strategies.AI can enhance customer education but cannot replace human touch.Understanding employee needs leads to better customer service.Organizational culture impacts both employee and customer experiences.Chapters00:00 Introduction to Employee-Centric Business Models03:24 Defining Customer Experience (CX) and Employee Experience (EX)06:05 The Concept of Employees as Primary Customers08:55 The Impact of Remote Work on Employee Onboarding11:46 Talent Company Fit vs. Product Market Fit14:33 The Importance of Internal Alignment for Customer Success17:25 Differences in CX Solutions Across Industries20:20 Understanding Journey Mapping23:30 Challenges in Implementing Journey Mapping26:07 Ownership of Employee Experience28:53 The Role of Marketing in Employee Experience35:01 The Importance of Customer Experience37:12 Aligning Internal and External Experiences39:01 The Role of Leadership in Customer Education41:50 Ownership and Accountability in Customer Success44:15 People as the Anchor of Experience48:23 AI's Impact on Customer and Employee Experience53:54 Practical Steps for Leaders57:24 The Future of Employee and Customer ExperienceKeywords#EmployeeExperience #CustomerExperience #CX #EX #WorkplaceCulture #TalentOptimization #JourneyMapping #AIinBusiness #Leadership #OrganizationalDesignLinksSchedule A Free 30-Minute Consultation with ManasiSchedule A Free 30-Minute Discovery Call with NatalieSchedule A Free Strategy Session with Clarence

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