Session Description
Qualtrics’ research has overwhelmingly shown that in order for an organization to sustain strong customer experiences, it must first deliver strong employee experiences. In this session, Qualtrics’ Chief Workplace Psychologist, Dr. Ben Granger, will share the theoretical backdrop for aligned employee-customer experiences as well as actionable insights collected from customers, employees, and business leaders on what drives experience and business outcomes. Dr. Ben will also share insights from Qualtrics’ most recent high-performing organization study on how truly exceptional organizations deliver exceptional employee experiences.
Learning Objectives
- Explore the fundamental nature of organizations.
- Understand the research-backed theories that explain why employee experience drives customer experience.
- Learn about what differentiates high-performing organizations from the middling majority.
- Learn simple, practical steps that leaders at all levels can take to elevate the employee experience to drive downstream customer and business outcomes.
Presenter Information
Dr. Ben Granger is a two-time best-selling author of A Leader Worth Following and serves as Chief Workplace Psychologist at Qualtrics. He has over 15 years of experience building Experience Management (XM) programs across the globe. He leads thought leadership and research initiatives across Qualtrics. His research has been published and featured in academic and major media outlets, including Business Insider, Bloomberg, CNBC, Fast Company, Fortune, The Financial Times, The New York Times, and The Wall Street Journal.