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Erste Bank Poland Case Study: Total Experience - When Employee Experience Drives Customer Satisfaction
Lukas Periksz, Chief Employee Experience Officer at Erste Bank Poland, shares a practical case study in "total experience" - a strategy that manages employee and customer experience as one system rather than treating EX as a standalone HR initiative.
He walks through how the bank built this from the ground up (starting with an NPS survey back in 2019), the emotional principles behind it - people first, being brave, and keeping things simple - and the hard data linking employee engagement (eNPS) directly to customer satisfaction (NPS) and business performance, landing on the message that happy…
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