Marketing, Growth & Experience

Customer Experience CX And Engagement

Integrated EX/CX for Customer Satisfaction

Aligning Employee Experience (EX) with Customer Experience (CX) is essential for organizations that want to deliver consistent, memorable interactions across every customer touchpoint. When employees feel engaged, valued, and empowered, they’re better able to serve customers, creating a positive cycle that enhances satisfaction, builds loyalty, and strengthens your brand’s reputation.

CX Strategy as the Foundation

Seamless Integration

Driving Loyalty and Growth

Building Trust and Competitive Edge

How Integrated EX/CX Drives Satisfaction and Growth

By connecting EX and CX strategies, your organization gains

Higher Customer Satisfaction

When employees are engaged, they provide better, more attentive service, directly impacting customer happiness and loyalty.

Group of young multiethnic business people working on new projec

Stronger Brand Alignment

Ensuring employees’ experiences reflect your customer strategy creates a cohesive brand identity that resonates across every interaction.

Young happy diverse professional team business people standing in office.

Operational Efficiency

Integrating EX and CX streamlines processes and reduces friction in both employee and customer journeys, making service delivery smoother and more effective.

Efficient business meeting with professionals discussing strategies and analyzing data. atmosphere is collaborative and focused, showcasing teamwork and modern office design

Sustainable Growth through Retention

Organizations with aligned EX and CX see higher employee retention and customer loyalty, resulting in sustainable growth and reduced turnover costs.

Diverse team, middle-aged Asian businessman, Caucasian young bus

Our Approach to EX/CX Integration

Our EX/CX integration process is designed to create alignment at every level of the organization, enhancing both employee engagement and customer satisfaction. We partner with you to develop a unified strategy that optimizes both experiences

EX and CX Maturity Assessment

We start with a holistic evaluation of your organization’s current EX and CX alignment, identifying gaps and opportunities for integration.

young business people meeting office teamwork group success corporate startup colleague together partner lobby

Strategic Framework Development

Working with cross-functional teams, we co-create a framework that brings EX and CX into alignment with your brand values and organizational goals.

Entrepreneur Presenting Business Plan at Workshop

Joint Journey Mapping

By mapping both employee and customer journeys, we uncover synergies, overlaps, and pain points, developing unified journey maps that enhance consistency and alignment.

Business woman explaining strategy using sticky notes

Stakeholder Workshops and Co-Creation

Through collaborative workshops, we engage key stakeholders to develop initiatives that support both EX and CX, fostering a shared commitment to delivering exceptional experiences.

group-of-business-2025-01-09-15-11-54-utc

Integrated Metrics and KPIs

We establish key performance indicators (KPIs) that measure the success of your EX/CX initiatives, enabling real-time improvements based on employee and customer feedback.

professional business man person and woman colleague corporate partner are meeting to work

Enablement and Training for Frontline Teams

We empower frontline employees with the tools, resources, and training they need to uphold the brand promise and deliver exceptional customer experiences.

In the modern office. Group of workers are together indoors

Why New Metrics is Your Partner in EX/CX Integration

At New Metrics, we understand that to deliver exceptional customer experiences, you must start with your employees. Our approach to EX/CX integration focuses on creating environments where employees are empowered and customers feel the impact

Holistic Expertise in EX and CX

Our team’s deep knowledge of both employee and customer dynamics allows us to create synergies that elevate experiences for both groups.

Regional Insights and Relevance

With a deep understanding of local expectations, we ensure that EX and CX initiatives align with cultural and market nuances, maximizing relevance and impact.

End-to-End Support for Lasting Impact

From assessment to full-scale implementation, we provide continuous support, helping you create and maintain an integrated EX/CX approach that drives real, measurable outcomes.

What You Can Expect

Enhanced Customer and Employee Satisfaction

By aligning EX and CX, you create a positive experience loop that strengthens both customer and employee relationships

Reduced Friction Across Journeys

Unified journeys improve operational efficiency, ensuring that every interaction flows smoothly for both customers and employees.

A Cohesive Brand Experience

Consistent experiences across touchpoints reinforce your brand promise, creating lasting loyalty among customers and a supportive environment for employees.

All our Services

Research and Insights

Growth Enablement

Customer Experience CX And Engagement

CX Maturity Assessment

Strategy and Operating Model

Voice of Customer Programs (Medallia, Sprinklr)

CX Enhancement & Personalization

Service Design & Optimization

Customer Journey Mapping