How AI is Changing the Employee/Customer Experience

Employee Experience (EX) is how employees perceive their organization—from daily operations to onboarding and offboarding. Customer Experience (CX) covers every interaction a customer has with a brand and the impressions those interactions create.

A recent IDC report claimed that the 3 critical success factors driving businesses over the next 18 months are improved EX (40%), improved CX (39%), and AI training (37%). Seeing as EX and CX are the top two driving success factors, many companies have started analyzing the correlation between the two. In the last 18 months, 50% of organizations surveyed by the IDC have implemented key performance indicators (KPIs) to measure the relationship between EX and CX, while 25% of organizations have measurable proof of a causal relationship between the two. 

Below is an example of this causal relationship as it pertains to the benefits of hybrid workforces:

How to Improve Employee Experience

Though there are many different ways to improve EX, the pain points of EX revolve around productivity blockers and whether the company chooses to fix them.

To improve EX focus on:

• Responsive IT support 
• User training/development
• Updated policies (to support in-person and remote employees)
• Investment in AI tools 
• Cloud-based resources 

AI Challenges

The main challenge with AI affecting EX and CX is simply the fact that AI is evolving too quickly for people to keep up. AI is constantly being refined which makes it difficult for companies to determine when they need to update their policies or conduct user training. This can negatively affect EX which will negatively affect CX in the long term. 

AI is not going anywhere though, and as consumers become more accustomed to AI being a part of the buyer's journey, they will come to expect it. According to Forbes, by 2029 AI in CX is projected to reach $46.9 billion which is a 27.5% increase annually. 

AI Improving EX and CX:

• Personalization (tailors messaging, product recommendations, and services to individual users).
• Automation (AI chatbots and workflow setups). 
• Predictive services (analyzes historical data to provide actionable insights in supply chain management, marketing, finance, etc.).
• Emotion detection (responding to emotions in real time, building trust, and addressing frustrations).

EX and CX are deeply connected—when employees thrive, customers benefit. By investing in tools, training, and policies that support your team, you create a ripple effect that improves customer satisfaction. With AI shaping both experiences, companies that prioritize people and embrace innovation will lead the way.