TECH SUPPLIER Jul 2021 - IDC Survey Spotlight - Doc # US48114321

Relating Employee Experience to Customer Experience


Holly Muscolino
, Laura Becker,
Alan Webber

This IDC Survey Spotlight examines the impact a positive employee experience has on improvements in customer experience. Though there is variation by region in terms of level of impact, many organizations are recognizing an inherent relationship between employee experience and customer experience. 85% of respondents to a recent IDC survey agree that an improved employee experience and higher employee engagement translate to a better customer experience, higher customer satisfaction, and higher revenue for their organization. This survey, conducted in July 2021, included 655 decision makers and influencers in line of business and IT who are responsible for or influence their organization's spending on IT products and services.


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