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As businesses increasingly focus on building the Customer Experience (CX), companies look to employees to contribute to CX. It is hard to imagine employees who are having terrible experiences at work would be anxious to do their best to help their employers. That’s why so many organizations are also turning their attention to the Employee Experience. (A recent search for “employee experience” in job titles on LinkedIn produced more than 2,000 results.)

While the definition of CX has been refined over the years, the notion of the Employee Experience is new enough that what it means depends on whom you talk to. In his new book, “The Employee Experience Advantage,” Jacob Morgan aims to establish the criteria for the Employee Experience. In this FIR Interview, host Shel Holtz spent half an hour talking with Morgan about what it takes to deliver a great work experience to employees, some of the misconceptions about the idea, and the connection between experience and engagement, among other topics.

FIR Interviews are sponsored by Thornley Fallis.

About our conversation partner

Jacob Morgan is a three-time best-selling author, keynote speaker, and futurist who explores the future of work and employee experience. His latest book is, The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces they Want, the Tools they Need, and a Culture They Can Celebrate” (Wiley, March 2017) and is based on an analysis of over 250 global organizations. Jacob’s work has been endorsed by the CEOs of Cisco Systems, Whirlpool, T-Mobile, Best Buy, SAP, Nestle, KPMG, Schneider Electric, and many others. He is regularly featured in business publications such as The Wall Street Journal, Harvard Business Review, CNN, NPR, USA Today, Forbes, and others. Jacob also has a popular podcast and YouTube series where he explores various themes around the future of work. You can learn more and get access to all of these resources by visiting TheFutureOrganization.com.

About Shel Holtz

Shel Holtz, ABC (Accredited Business Communicator), is director of Internal Communications at Webcor, a commercial general contractor headquartered in San Francisco. Before joining Webcor, Shel spent 21 years as principal of Holtz Communication + Technology. In addition to integrating technology into communications strategies, his expertise includes strategic communications planning, change management, organizational culture, business initiatives and communications research. Full bio