The past year brought completely unexpected challenges to business in the form of the COVID-19 pandemic. A presidential election, economic uncertainty, and a drop in employment gains intensified the landscape. A pronounced move over the past decade from a service economy to an experience economy reflects our changing culture and values. Customer experience is king, and the biggest tool in a business’ toolbox to impact customer experience is the employee experience. There’s concrete proof of this ROI – an Accenture study found that employers who provided a great employee experience outperformed the S&P 500 Index by 122%, and a Gallup study found that companies with highly engaged workforces outperform their peers by 147% in earnings per share.