Qualtrics' Carmen Krueger: Employee Experience Key to Agencies' Mission Delivery

Carmen Krueger, senior vice president of North American enterprise sales at Qualtrics, has said federal agencies seeking to enhance mission outcomes and client satisfaction should begin with improving the employee experience.

“Federal employees are so central to mission delivery that agencies must always consider the employee experience when considering the experience of other constituents,” Krueger wrote.

“By understanding and improving the employee experience, agencies can positively affect important workforce metrics, such as talent retention, while also having a material impact on agency operations,” she added.

She said there are four steps agencies can implement to improve the employee experience: analyze feedback and take action; incorporate employee experience into the agency’s operational rhythm; engage with employees often; and be bold.

Krueger discussed the role of technology in combining quantitative data with qualitative observations, providing managers visibility into trends and helping organizations leverage opportunities for improvement. Technology “also allows agencies to choose the most impactful actions, measure the manner in which changes are implemented and track the results of those changes,” she added.

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