Since time immemorial, the term ‘customer delight’ has been used in many board room discussions. The focus of ‘experience’ and ‘delight’ has always been the customer, seldom, the employee. This changed, to an extent, in the early 2000s when businesses began pursuing ‘employee satisfaction’. At the turn of the decade, the focus shifted towards ‘employee engagement’. Today, business focus has shifted towards creating a delightful employee experience design which bundles it all – satisfaction and engagement.
