What CX Leaders Can Learn From The Laws of Employee Experience

A familiar question continues to surface in customer experience leadership: Do we put employees first or customers first? As organizations scale, adopt AI, and push for consistency, the answer becomes practical rather than philosophical. The challenge—and opportunity—lies in understanding how closely employee experience and customer experience are connected.

For this special episode of The Modern Customer Podcast, I invited my husband, Jacob Morgan, to take over the conversation. Drawing on insights from his new book, The 8 Laws of Employee Experience, based on research and interviews with more than 100 CHROs, Jacob explains why CX and EX cannot be managed separately. He also shows how systems, policies, and leadership behaviors shape customer outcomes.

Rather than treating experience as a tradeoff, this conversation offers CX leaders a practical, systems-level way to strengthen customer outcomes. It also looks ahead to how AI raises the stakes by amplifying both strong and weak experience systems.

Key highlights from the conversation:

• Why CX and EX must be managed as a single system
• How employee experience laws shape customer trust and consistency
• Where CX leaders can apply EX principles to remove friction at the source
• Why integrating CX and EX data leads to better leadership decisions
• How AI amplifies both strong and weak experience systems

To explore these ideas further, The 8 Laws of Employee Experience provides a research-backed framework for modern leaders redesigning how work gets done. Get a copy at 8exlaws.com.

🎧 Listen to the full episode of The Modern Customer Podcast. Stream now on Apple Podcasts, Spotify or your favorite podcast platform.