Articles attributed to Benjamin Granger
Customer and Employee Trust Indices, 2025
Trust is the foundation of long-term human relationships. It’s also a critical determinant of whether and how people will interact with organizations – those inside (employees) and outside (client...
By Benjamin Granger, Talia Quaadgras
Quiet quitting: the latest workplace trend to combat burnout
In 1853, Herman Melville — an American novelist best known for Moby-Dick (1851) — published a short story called Bartleby, the Scrivener: A Story of Wall Street (1853). The eponymous Bartleby i...
By Benjamin Granger
Four Categories of CX and EX Alignment
As the employee engagement virtuous cycle points out, there’s a critical link between employee experience (EX) and customer experience (CX). Organizations need great EX to sustain great CX. As Exper...
By Aimee Lucas, Benjamin Granger
Four XM Practices That Can Propel the Candidate Experience
Experience Management (XM) is an organizational discipline that cuts across the four core experiences of business – customer, employee, brand, and product. But hidden within these familiar XM pillar...
By Benjamin Granger
Four Recommendations for a More Experience-Centric Culture
Culture is one of those “things” that everyone recognizes but few can put their finger on, and even fewer understand how to influence. That’s because an organization’s culture is not static; i...
By Benjamin Granger, Elizabeth ErkenBrack Ph.D.
What Do Job Candidates Really Want? Good Managers!
Having worked with dozens of talent acquisition teams across the globe, we can attest that this is the million-dollar question! But for many talent acquisition professionals, the answer feels elusive....
By Benjamin Granger
Take Employee Listening to the Next Level with Unstructured Listening
In order for organizations to continuously learn and improve the experiences they deliver to their employees, EX professionals must continuously refine and expand their measurement of experience (X) ...
By Benjamin Granger, Dr. Vanessa Kowollik
Three XM Practices That Should Differ Between EX and CX
In this final installment of our series on the Customer Experience (CX) principles and practices that propel Employee Experience (EX) efforts, we explore where differences in approaches across EX and ...
By Benjamin Granger
Four XM Practices for Digitizing the Employee Experience
The COVID-19 pandemic has accelerated many organizations’ plans to digitize key experiences and there is clearly demand among customers. Naturally, this is influencing the expectations and experienc...
By Benjamin Granger, Juliana Holterhaus
Three CX Measurement Principles That Can Help Propel EX
As Aimee Lucas and I continue our series on the Customer Experience (CX) principles and practices that propel Employee Experience (EX) efforts, we arrive at my personal favorite – the measuremen...
By Benjamin Granger
4 Ways to Modernize Your X-Data Systems
Experience management (XM) involves the measurement and management of two types of data — operational (O-data) and experience (X-data). O-data, like sales, revenue, customer renewal rates, and empl...
By Benjamin Granger
Yes, It’s Time to Get Rid of Old School Employee Surveys
In a recent article, “It’s time to get rid of employee surveys,” Peter Cappelli calls into question the use of a common employee experience (EX) tool – the employee engagement survey. He cor...
By Benjamin Granger, Bruce Temkin
How to Provide Certainty Even During Times of Uncertainty
Last month, at the XM Institute, we held our second ever XMPN Virtual Meetup. We met with experience management (XM) professionals from around the world, with most reigning from the APJ region and Af...
By Benjamin Granger, Bruce Temkin
Employee feedback: how to drive accountability and action
Employee feedback surveys are like gym memberships ...A simple but accurate analogy. Organizations can collect all the employee feedback they want from their employees but unless they communi...
By Benjamin Granger