The CxHR Toolkit is the only toolkit on the market that makes the concept of ‘Customer Experience of HR’ (CxHR) actionable for large organizations. It consists of two tools: A tool for the agile design of HR services and a tool to measure the customer experience of HR.
Both of course are interdependent: With the design tool, HR teams apply design thinking methods to optimize the ‘Moments-that-Matter’ for their employees (and managers, candidates, freelancers respectively). And they re-design the experience of customer ‘personas’ at specific ‘touch-points’, e.g. the 2nd candidate interview in recruitment.
And then – when the experience improvements are implemented – the teams measure the actual customer experience directly at the touchpoint level and at the level of the entre Moment-that-Matters. The measurement itself is a mobile ‘one-click’: Net Promoter Score (NPS) or Customer Effort Score (CES) are the only KPI to measure experience. In addition, we ask for positive and negative impressions in natural language. And as the measurement tool uses the definitions of Moments-that-Matter, personas, touchpoints from the design tool, we are able to provide a true apples-to-apples benchmarking of the customer experience.