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The Importance of Prioritizing Employee Experience

Integrating customer and employee journey maps can help identify and diagnose CX problems resulting from employee issues. Best Buy used this approach to improve a new POS system that was causing long wait times at checkout. By using employee research and experience design, Best Buy was able to reduce POS training and transaction time, improving employee retention and CX simultaneously.

Best Buy has improved employee training and reduced turnover by investing in support for customer and product interaction rather than just corporate technology. The company has avoided training employees on systems and three-ring binders and instead focused on natural solutions that are easier for employees to learn. Read more here



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