The Customer-Employee Experience Connection and Why it Matters in the Boardroom

Customer experience and employee experience are deeply interconnected, and together they shape enterprise performance, resilience, and long-term value creation. Boards that understand and oversee this connection are better positioned to guide strategy, manage risk, and sustain growth in an increasingly competitive and talent-constrained environment. Employees are the primary architects of the customer experience. Their engagement, clarity of purpose, enablement, and culture directly influence how customers perceive the brand, the quality of products and services delivered, and the consistency of execution across channels. Conversely, negative customer feedback often provides an early signal of internal friction, operational breakdowns, or cultural misalignment that may not yet be visible in traditional performance metrics. And positive customer feedback provides a leading indicator of success in delivering on experience objectives.

This session will explore why the CX–EX link is a governance-level issue, not just an operational concern—and how boards can more effectively integrate insights from both customers and employees into oversight and decision-making.

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Moderator

Nominating and Governance Committee Chair, ENPRO, NURIX Therapeutics; Toll Brothers

Judy Reinsdorf, NACD.DC

Judy Reinsdorf has over 15 years of experience as a C-suite executive and general counsel leading global teams in complex, multinational companies and diverse industries. After retiring from her general counsel role, Reinsdorf embarked on a board career in which she leverages her governance, risk management, and mergers-and-acquisitions skill sets...

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