We at Duuoo believe that the era of HR is over. Why? Because humans are not resources — they are humans.

Years ago a similar shift took place.

Businesses started taking the customers point of view. They focused on delivering the best experience possible. On giving. A fundamental shift from viewing the customers as someone from which the company has to extract as much value as possible. The roles have been reversed, and for good reason.

CX, or customer experience, is defined as the sum of all touch points the customer has with a company. Rational, emotional, sensory. From the first story they hear about the product, to buying it, interacting with support and their experience on a daily basis is all part of that experience.

A good customer experience delivers a great ROI. Nurturing and developing current customers is cheaper than acquiring new users. They’ll return, tell their friends and spend more. CRM tools to optimize customer relationships has taken off and today most successful companies use it in one form or another.

A lot of companies today claim that their employees are #1 on their list of priorities, then customers and lastly revenue which will come as a result of the other two points. So why are most companies not actively managing that experience the same way that they actively manage their customer relationships?

We believe that just as you need to manage your customer relationships you need to manage your employee’s experience working in your organization. A new field is emerging — we call it EXM — focused on optimizing the employee experience to attract, retain and develop talent.

The Employee Experience (EX) is the product of the interactions between an employee and the organization/manager over the duration of their relationship. These interactions include an employee’s productivity, happiness, personal development, education and company advocacy. It is measured by the individual’s experience at all points of contact against the individual’s expectations.

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