The value of connecting employee experience (EX) and customer experience (CX) data is well understood. However, what's often overlooked is the potential for EX insights to drive business impact far beyond CX metrics alone.
We know that EX insights can lead to meaningful business outcomes in many other areas as well, such as improvements to patient experience for healthcare organizations, increased store performance in retail, or improvements in key safety measures in manufacturing, to name a few. But successfully connecting the dots between EX insights and various outcome measures requires a highly flexible platform that can integrate many different types of data, adapting to the changing needs of the business, and fueling the action required to develop and maintain a high-performing organization.
Put simply, creating impact requires more than insight alone. Organizations must enable people to take action on what's learned and maintain the ability to reassess and adjust approaches over time. A platform designed for ongoing, continuous action based on integrated data from multiple enterprise sources — including and beyond CX — unlocks the potential for impact across many meaningful business outcomes.
While organizations may have access to valuable data, many struggle to extract meaningful insights and translate them into tangible business impact. This is where an experienced vendor like Perceptyx stands out. We understand the strong link between EX and various business metrics, and have the capabilities to leverage EX drivers to improve outcomes across the organization.
The Myth of Unified Data Platforms
Though some employee listening platforms tout an ability to combine CX and EX data as a unique advantage, the reality is often far more complex. The integration of these data sets is frequently less seamless than advertised, and understanding how to influence positive improvements in the behaviors and actions of employees needed to improve these outcomes requires a level of EX expertise that few vendors possess.
The Perceptyx platform can connect and analyze not only CX and EX data, but virtually any other business data set — patient experience, safety, or store performance metrics, for example — into one flexible system. This comprehensive approach allows for a more nuanced understanding of the relationships between employee experience, customer experience, and overall business performance.
Crucially, our focus on enabling ongoing, continuous action on these insights ensures that everyone can contribute to what matters most to the organization.
The Power of Flexibility: Stories From Our Customers
Perceptyx's flexibility in data sources sets us apart. We can combine EX, CX, and other business metrics within our platform to identify relevant connections and plan for action. This data can come from an organization's own systems or third-party sources, allowing for a comprehensive view of performance.
Let's look at some real-world examples of how this flexibility has benefited our customers.
A Restaurant Chain Success Story
A major restaurant chain partnered with Perceptyx to gain deeper insights into the relationship between employee experience and customer satisfaction. The organization conducted an extensive engagement survey across all levels, collecting both quantitative and qualitative data on various facets of EX. This included factors such as feelings of belonging, manager relationships, access to resources, career growth opportunities, and alignment with organizational values.
The survey data was then cross-referenced with customer satisfaction metrics, including net promoter scores (NPS), customer feedback, and performance on key customer-facing initiatives across multiple locations. The integration of these data sets allowed for a holistic view of how employee experiences were influencing customer outcomes.
The analysis revealed a correlation between positive employee experiences and improved business outcomes. Locations where team members reported higher levels of belonging and support from their managers saw better performance in customer satisfaction metrics, particularly in key initiatives.
While these findings are still new — they were presented to the restaurant chain’s leadership team in August 2024 — they provide a solid foundation for targeted improvements in both EX and customer satisfaction.
Powerful Healthcare Insights
In the healthcare sector, a leading organization worked with Perceptyx to explore the relationship between employee experience and patient experience. The study collected aggregated patient experience data from multiple healthcare sites, focusing specifically on patients' willingness to recommend the organization — a form of NPS.
This data was combined with employee survey responses that captured various aspects of the team member experience, including perceptions of safety, staffing levels, trust, recognition, and belonging. The data was then analyzed across different site groups categorized by patient satisfaction levels.
The results told a compelling story. Sites with more positive employee experiences were consistently rated more favorably by patients. Key insights showed that employees' perceptions of safety, adequate staffing, and a supportive work environment significantly impacted patient advocacy.
For example, 81% of clinical team members in top-rated sites believed that patient safety within their unit was excellent or very good, compared to only 70% in lower-rated sites. This correlation between employee satisfaction and patient outcomes provides valuable guidance for improving both EX and patient experience simultaneously.
Telecom Transformation
A major telecom organization leveraged Perceptyx's capabilities to conduct a comprehensive analysis integrating EX data with CX metrics. The EX data was captured through engagement and behavior scores, while CX metrics included call center resolution rates and NPS specific to call center interactions.
The analysis revealed correlations between positive employee engagement and improved customer outcomes. Specifically, for every point increase in employee engagement scores, there was a corresponding improvement in call center satisfaction rates and NPS. The data indicated that employee behaviors such as collaboration, innovation, and commitment had a direct impact on customer satisfaction, with regions showing higher engagement scores consistently outperforming customer metrics.
To ensure widespread understanding and buy-in, the findings were socialized throughout the business. A comprehensive tour was conducted to present the results to various leaders across the organization, including discussions on how to enhance teamwork and innovation, along with activities designed to reinforce positive behaviors and increase engagement across all regions.
The organization leveraged these insights to implement targeted actions aimed at improving specific employee behaviors identified as strong predictors of customer satisfaction. This included the use of Intelligent Nudges — a premium feature of the Perceptyx platform that provides personalized, science-backed, contextual prompts to encourage positive behaviors.
The strategy worked. The organization saw a boost in engagement following the implementation of Intelligent Nudges. Recognizing the critical link between EX and CX, the organization plans to continue its focus on maintaining and enhancing employee engagement through ongoing listening, targeted behavioral programs, and Intelligent Nudges.
Moving Beyond Data Collection to Take Action
While collecting and visualizing data is an essential first step, the real value comes from acting on those insights. This is where Perceptyx delivers its greatest value. Our Activate package enables organizations to nudge employees to improve behavior based on insights derived from combined data sources.
For example, organizations can use Perceptyx’s Intelligent Nudges to prompt improvements in areas like psychological safety — an area that, in turn, has been shown to impact key outcomes like patient satisfaction in healthcare settings. By providing targeted, actionable prompts based on data insights, Perceptyx helps organizations move from understanding to action — and does so at the speed of thought.
The Perceptyx Difference: Empowering Change
Unlike many vendors who focus primarily on creating dashboards, Perceptyx goes beyond visualization to provide the features necessary for taking concrete actions based on insights. While real-time data can be valuable, it's not always necessary for making informed decisions. What's crucial is ensuring that the data is actionable.
Perceptyx ensures that the insights derived from integrated data sources are not just interesting, but immediately applicable to improving employee experience, customer satisfaction, and overall business performance. Even EX data collected from other vendors can be brought into the People Insights Platform and used to connect with CX and PX data, promoting action at the individual level on the drivers most important to improving EX and CX.
On top of that, our platform is highly scalable and can be tailored to various industries, making it a versatile solution for organizations with diverse and complex needs. Whether you're in retail, healthcare, finance, or any other sector, Perceptyx can help you unlock the power of your integrated data.
It bears mentioning that Perceptyx takes data security and privacy very seriously. All data integration and analysis are conducted with the utmost respect for individual privacy and in compliance with all relevant data protection regulations. Our platform is designed with security in mind, ensuring that sensitive employee and customer data is protected at all times.
Driving Business Impact with Perceptyx
In today's data-rich business environment, the ability to not just collect and integrate data, but to extract meaningful, actionable insights is what differentiates successful organizations from their competition. Perceptyx goes beyond simple data integration to empower organizations to drive meaningful business outcomes.
By providing a flexible, comprehensive platform that can integrate EX, CX, and other business data, coupled with features for taking decisive action based on those insights, Perceptyx enables organizations to create a virtuous cycle of improvement. Better EX leads to improved CX, which, in turn, drives business success and creates a more positive work environment.
If you're ready to move beyond data collection and integration to truly drive business impact through actionable insights, Perceptyx is here to help. Explore how our platform can help your organization not just integrate data, but take decisive actions that lead to positive results.
Schedule a demo with a member of our team today and take the first step toward transforming your EX and elevating your CX.