Employee Experience Strategy: Building and Scaling EX Programmes for Business Impact in 2026
Employee experience has a direct impact on business performance. The way employees experience their work influences productivity, innovation, retention and customer outcomes. Despite this, many organisations still approach employee experience, or EX, as a measurement exercise rather than a performance discipline. Surveys are collected, dashboards are built, but insight rarely translates into operational improvement. This […]
The Role of an Exec Sponsor
It’s not hard today to find a CEO or company who proclaims to be customer focussed. In the past, customer experience and associated metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) were often seen as “fluffy” initiatives. These programs were typically left to a mid level team within the marketing or analytics […]
Customer Experience Programs – Mind the “Engagement” Gap
So you’ve just launched your Customer Experience Program. After months of researching vendors, securing budget, procuring the right software and finally wrestling with a complex implementation, you can finally sit back and relax as the feedback rolls in and your organization diligently works through and follows up on all responses. Soon you’ll be the most […]
Introducing Higher Oak – Your Partner in Experience Management
The world of Customer Experience Management has changed a lot over the last 10 years. Prior to 2010, long market research surveys and customer focus groups were the closest most companies got to “listening” to their customers. Since then two major trends have pushed the space forward into the world of “Experience Management” (XM) which […]