How does learning and development affect the employee experience, and does the employee experience (EX) affect the customer experience (CX)? We set out to find the answers to these questions (and others) because, in order to learn how your workforce thinks, you need to understand how they feel.
We surveyed 1,200 U.S. wage employees to gain insight on their perceptions of the future of work, specifically as it relates to hiring, recruiting, learning and development, skills gap and more. Here’s what they had to say and why it can help empower your workforce:
Do you know what your employees want?
88% of Gen Zs say it is important to them that a future employer offers formal training programs
95% think the employee experience affects the customer experience
1 in 4 say they have not attended training in the past because they felt their manager didn’t think it was important
“Ninety-three percent of U.S. employees believe regular, on-the-job training helps deliver better customer experience, customer service and care to clients.”
The trends of the future of work are rapidly changing. Download Sitel Group’s 2019 Future of Work and Employee Learning report for a deep analysis of how today’s generations are shaping the employee experience - and in turn the customer experience.