CHICAGO — July 24, 2023 — West Monroe, a leading digital services firm, has been quoted in a recent Forrester trends report, “Build The Right Bridge Between EX And CX Management”. Eric Freshour, managing director, People & Productivity and Michael Manfredo, senior principal, Product Experience & Engineering Lab, were both interviewed and cited in the report.
The Forrester report highlights the role of employee experience (EX) leaders in comprehending, enhancing, and overseeing dynamic experiences. It emphasizes that EX skills, tools, and approaches are not exclusive to a single practice, opening up possibilities for collaboration and stronger connections with customer experience (CX). By exploring the intersections between CX and EX management, the report offers valuable insights and perspectives on building bridges between the two disciplines.
“We find that when designing experiences and services for employees, it’s most successful to have HR as a key stakeholder but not the only stakeholder,” said Manfredo in the interview for the report. “If you also invite IT in, they tend to balance each other out in terms of influence, especially knowing the daily work experience significantly affects overall EX.”
“Employees often suffer at the hands of CX, as CX improvements create more work for them. This creates territorial mindset,” said Freshour in his interview for the Forrester report.
Reflecting on the interview with Forrester, Freshour adds,
At West Monroe, we understand the high stakes involved in both CX and EX management. Organizations that prioritize customer experience strategies not only experience accelerated growth but also gain a larger market share. Achieving a winning customer or employee experience necessitates intentional and purposeful delivery. The right strategy demands a human-centered perspective, a shared vision to rally behind, and a profound comprehension of the end-user experience.”
The full report is available online to Forrester customers or for purchase here.
About West Monroe
West Monroe is a digital services firm that was born in technology but built for business—partnering with companies in transformative industries to deliver quantifiable financial value. We believe that digital is a mindset—not a project, a team, or a destination—and it’s something companies become, not something they do. That’s why we work in diverse, multidisciplinary teams that blend management consulting, digital design, and product engineering to move companies from traditional ways of working to digital operating models—and create experiences that transcend the digital and physical worlds. Connected by the 13 founding values that drive our culture, our 1,800 employees work collaboratively across the firm with the belief that our clients’ success is our success. Visit WestMonroe.com to learn more.
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