Separating CX from EX Is Holding You Back-- the Future Is Connected - Coruzant Technologies

I have a colleague who was refinancing his house a couple months ago. He was working with one of the top five U.S. banks that he's been banking with for his entire adult life. The mortgage branch of the bank required him to send documentation confirming that he was a customer of the bank. After decades of being a loyal customer, being asked to prove that you've been a loyal customer is frustrating enough to go bank elsewhere. If you define customer experience (CX) and employee experience (EX) as two distinct entities, you may think that the "mobile form downloads" that were available to my colleague was a great customer experience because he didn't have to go into the branch to submit the documents.