Customer experience and service employee experience: two sides of the same coin

Keywords: Hellon, employee experience, customer experience, Active@work

Service is constructed of relationships, interactions and co creation. To function well, both front-stage and backstage processes and experiences need to be addressed. While the emphasis in service design has been on user and customer experience, this chapter opens a discussion on the role of service employee experience as a growing interest in service design. This chapter aims to address the topic by introducing the authors’ refl ections and experiences on the topic. Rather than a conclusion, this is an invitation to a discussion and further research on the interplay of employee and customer experiences at face-to-face service touchpoints.