We live in the experience age where the lines are blurred between our consumer and our employee experiences. We demand more of the workplace experience because we’re used to seamless digital experiences, great customer service as consumers. Organizations that have mastered the Customer Experience have recently shifted their focus on the Employee Experience. The EX and CX are intimately connected, and both have a critical impact of the overall business performance. Kaiser Permanente is taking a unique and intentional approach to join up their member/patient experience with the employee experience. Angela R. Howard is the Director of Talent Management & Culture for Kaiser Permanente’s Washington (KPWA) region. In this role, Angela oversees a team of organizational development, talent management and learning professionals that help build capability and drive culture change across KPWA. Today with Angela we talk about: – How to build a deeper emotional connection between the customer and employee. -How to build the right capability for employees to internalize and personalize what great service looks like through daily connections. – How to get past “training” and pull down the barriers of cultural change. - Which metrics she has put in place to measure the success of those initiatives.
Note: you can follow Angela on LinkedIn, Twitter and Kaiser Permanente on LinkedIn, Twitter, Facebook, Instagram and YouTube.
Support for this podcast is brought to you by Culture Amp… Eliminate the guesswork of company culture with Culture Amp, the world’s largest independent employee feedback platform. Culture Amp goes beyond aggregating survey results to deliver rich insights and data-driven action plans on an easy-to-use interface. With a powerful platform, science-backed surveys, and a focus on our customer’s success, Culture Amp helps you increase employee engagement and build a positive company culture.Start developing a deep understanding of your employee’s experience today by visiting cultureamp.com/ex. If you want to send me feedback, suggestions for future topics or guests, you can reach me at firstname.lastname@example.org or on Twitter @eX_Summit.
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