VoC Myth Busting with Ian Golding
Ep. 6: 'Employee experience isn’t my concern. That's HR's job.'

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In this sixth episode of the VoC Myth Busting series, Darren Wake presents a belief that many CX leaders have heard at some point: “Employee experience isn’t my concern. That’s HR’s job.”

Ian explains why this mindset misses the mark, how employee and customer experience are deeply connected, and what happens when CX professionals fail to understand or engage with EX.

Here’s what we cover:

• Why CX leaders can’t afford to ignore EX
• The difference between owning it and understanding it
• What to do when HR only covers part of the employee journey
• The shift from customer experience to experience management

If you work in customer experience, service design, HR or operations and want to build a stronger link between EX and CX, this episode is packed with ideas to help you drive joined-up thinking across your organisation.