Peter Dorrington

Co-Founder and Chief Strategy Officer, Anthrolytics

How Employee Experience Drives the Customer Experience and Fuels Business Growth

In today’s competitive business environment, companies are increasingly recognizing the importance of both employee experience (EX) and customer experience (CX). However, the relationship between EX and CX is often complex and multifaceted. That said, it is clear that there is a strong connection between the two, and that both can have a significant impact on business performance. Companies that focus on improving EX as well as CX are well-positioned to succeed in today’s competitive business environment.

Employees who have a positive EX are more engaged and motivated, which leads to better customer service. In turn, customers who have a positive CX are more likely to be loyal and repeat customers – preferring your brand over others and spending more over time. For example, a study by Bain & Company found that a 5% improvement in customer loyalty can lead to a 25% increase in profits.

Peter Dorrington is Co-Founder and Chief Strategy Officer at Anthrolytics and is the inventor of Predictive Behavioural Analytics and an expert in Customer and Employee Experience Management Analytics. Peter has spent the last 25 years advising boards on the strategic use of data and analytics related to customer and employee experience and loyalty management, he is also an award-winning writer and speaker.

Since the foundation of Anthrolytics, Peter has been working with large enterprises to translate their operational data into behavioural insights about the motivations behind consumer decision-making, how that can predict their next action, and how businesses can use those insights to deliver proactive and hyper-personalised journeys at scale and speed.

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