ORGANISATIONAL MEASUREMENT EVOLUTION THAT WILL DRIVE CUSTOMER, EMPLOYEE AND PROCESS SUCCESS

This research was conducted within a large media entertainment broadcasting organisation based on the conceptual work of Ian Golding in his book, Customer What? The study aimed to understand the interrelationship that exists between three metrics: the voice of the customer, the voice of the employee and business process performance that deliver customer success. As the research took the approach of the practitioner researcher – the authors were directly involved in understanding the Customer Experience measurement profession within the organisation where research was conducted and could combine otherwise siloed measurements in the organisation and address the industry gap based on the research conducted in the literature review. The research not only tested the interrelationship but also combined the split Information Experiences and combined it into a newly created combination dashboard that was showcased to key decision makers in the organisation to test success of the newly created Information Experience. Thus, the outcome of the research is that the newly created best practice of Information Experience creates a newly centralised space for all business units to interact with key levers of Customer Experience success that showcase a proven positive outcome on one another between employee happiness and customer satisfaction and employee happiness and the ability to provide first engagement resolution when interacting with customers.