The SPIES Framework: How to Make Employee Experience Tangible

The five-part model that turns employee experience from abstract to actionable Subscription, Product, Interaction, Experience, Service

Since 2013, I have immersed myself in the worlds of Customer Experience (CX) and Employee Experience (EX) in various capacities. My first project involved capturing and identifying insights and moments of opportunity (MOOs) between CX and EX in a large call center. My goal was to weave these insights together to elevate the network to the number one pos…