The growing talk among the CX community about employee experience is making me uneasy.

I can see the link between happy employees and happy customers — for service staff especially. And the concept of an internal customer makes sense if you’re providing a service within an organization.

That said, what does employee experience actually mean in practice?

Surely the dynamic between a customer and a brand isn't the same as between an employee and employer? How much of what we know is relevant?

Even more variables determine an employee's experience than a customer's. With their boss, salary, team dynamics, workload, office politics, culture, etc. all playing a role, will we scope creep our way into oblivion?

How do we know what the impact is, or if we’ve improved an employee's experience? I see that ENPS is already a thing...

Are CX pros qualified to opine on the topic? What do we know about HR, operations management, leadership, team building, hiring policy, incentive structures, etc.? I, for one, know nothing.

Finally, is the new-found fixation on the link between employee experience and customer experience just a convenient change of tack to explain lackluster results for existing programs?

Educate me — I'm open-minded!

See this post on LinkedIn