I’ve been working on Digital Workforce Enablement, trying to understand how closely related Customer Experience is to Employee / Worker Experience.
I found this paper by Cisco entitled The Digitization of Work A Structured Approach to Transforming the Workforce Experience Part 1 White Paper.
If you look at the paper, it has a really nice diagram using a Tube Map analogy to depict Digital Workforce Experience. I’ve taken it and enhanced it from a lot of other research I’ve been doing to be slightly richer in content and add more aspects. Things like Automated and Augmented workforce, Knowledge Management, Process, etc.
My next goal is to do something similar for Client / Customer Experience and see how much they overlap, as I suspect there will be quite a lot of overlap in terms of the Collaboration & Communication & Social aspects.