Human Resources (HR)

Customer Insights & Feedback: Verbatim customer feedback (both commendations and complaints) that highlights specific employee behaviours, knowledge gaps, or training needs. This provides concrete evidence to support performance management and learning initiatives.

Journey Mapping Contributions: Customer journey maps that clearly illustrate which employee roles have the biggest impact on the customer's perception and satisfaction at critical touchpoints.

Advocacy for Customer Needs: By representing the customer, CX helps HR understand the "why" behind the need for specific soft skills (like empathy and problem-solving) in customer-facing and customer-impacting roles.

Process Improvement Suggestions: Recommendations for embedding customer-centric criteria into HR processes, such as interview questions that assess customer focus or performance review templates that include CX-related goals.

Data & Analytics: Data that correlates employee engagement metrics (e.g., eNPS, retention rates) with customer outcome metrics (e.g., CSAT, NPS, customer loyalty) to build a business case for investing in the employee experience.

Regular Communication Channels: Establish a regular sync with HR business partners and the Learning & Development team to share recent customer feedback trends and align on cultural initiatives.

Joint Initiatives & Projects: Collaborate on designing the onboarding programme to include a dedicated "Customer First" module for all new hires. Partner on creating reward and recognition schemes that specifically celebrate employees who deliver an outstanding customer experience.

Data Sharing & Reporting: Provide HR with themed "Voice of the Customer" reports that link customer issues to potential training gaps or internal process flaws, helping them to target their interventions effectively.

Cross-Functional Training/Workshops: Offer to lead "customer empathy" sessions for teams across the business. Provide CX principles and materials to HR's "train-the-trainer" programmes to ensure a consistent customer-centric message.

Attending Their Meetings: Participate in meetings focused on company culture, annual employee engagement survey results, and talent development planning to ensure the customer's voice is represented.

Active Listening & Empathy: Understand that HR is focused on the employee. Frame requests in terms of mutual benefit: "By investing in this training, we can empower our employees to solve customer problems more effectively, which will not only boost CSAT but also increase their job satisfaction and reduce burnout."

"How can we definitively show the link between investment in the employee experience (EX) and a positive return on the customer experience (CX)?"

"What are the most common training gaps identified through customer feedback, and how can we partner with HR to address them systemically?"

"How can we use customer commendations more effectively within HR's reward and recognition programmes to reinforce positive behaviours?"