What is the customer experience of HR?

Take a look at the short video clip below from our online training course Incorporating Design Thinking into HR to hear Volker Jacobs talk through the concept of Customer Experience of HR (or CxHR) and how to apply it to your HR digital strategy.

A definition of Customer Experience of HR (CxHR)

Customer Experience of HR (CxHR) is a decisively better way of measuring and managing an effective HR function. It means running HR while always keeping in mind the perspective of its internal customers. Although the use of term ‘customers’ as applied to HR is still unusual, it is a helpful shortcut to the fact that employees’ or candidates’ perception of HR at decisive moments – ‘Moments that Matter’ – shapes their opinion of the company and impacts their engagement or the likelihood to apply for a job and consequently accept an offer. At these ‘Moments that Matter’, HR should be ready to provide a differentiating, ‘white gloves’ level service.

CxHR overlaps with Employee Experience, at the same time being deeper and narrower. Employee experience spans three major elements that contribute to the experience of any individual in a company: HR function experience, leadership and culture experience, and workplace experience. CxHR takes the only experience into account, that is owned by the function and can hence be fully influenced by HR – the HR function experience. And it covers all major HR customer groups: Employees, manager, candidates, freelancers, and alumni. By applying this scope to the concept of CxHR, it focuses on what HR really owns and therefore, by design, has the potential to be prescriptive for the HR function – which sets it apart from engagement and process efficiency.

If you want to learn more…

If you are looking to learn more about the customer experience of HR, then we can recommend this blog post written by the TI People team as well as our myHRfuture academy online course on Design Thinking titled 'Incorporating Design Thinking into HR' that is taught by Volker Jacobs and the TI People team. It's a great introductory course for anyone interested in learning more about design thinking and the customer experience of HR.


Ian Bailie is the Managing Director of myHRfuture.com and an advisor and consultant for start-ups focused on HR technology and People Analytics, including Adepto, Worklytics and CognitionX.  In his previous role as the Senior Director of People Planning, Analytics and Tools at Cisco Systems, he was responsible for delivering the tools and insights to enable and transform the planning, attraction and management of talent across the organisation globally.  Ian is passionate about HR technology and analytics and how to use both to transform the employee experience and prepare companies for the Future of Work.