“An excellent experience must last the entire journey”—Webinar Recap: Optimising the Employee Relocation Journey

Following are key discussion points included in the session:

• Importance of creating a positive Customer Experience (CX) as part of employee retention and the deployment of a global mobility program that is impactful and customised to employees’ needs, whilst fulfilling duty of care and company objectives.
• Shift from a traditional top-down organisation-centric policy to an employee-driven needs analysis model – a design-thinking approach to deploying your new mobility program
• Critical components (in today’s context) that is important in making up an excellent customer experience such as cultural awareness, high touch services, access to digital tools and mental and health support
• The importance of listening to an employees’ needs and providing guidance with the support of an experienced Cartus Consultant throughout each touchpoint of the relocation journey, which makes up the overall experience.
• A case study of how Cartus co-led a CX Project with our client to examine the current state of their employee relocation journey. This feedback (wow/pain moments of the employee) were used to fine-tuned each touchpoint to create a better overall employee experience.

CX Project Goals

We have talked so much about the journey and detailing what makes up an excellent customer experience. So why are journeys more effective at driving results? For one thing, journeys are more predictive of desired outcomes, and performance on journeys are intrinsically connected with business outcomes. With this in mind, it is key to remember that an excellent experience must last the entire journey.

If you have any questions or want to find out more, please do not hesitate to contact your Cartus representative or email cartussolutions@cartus.com.