Ep 7 | Why Does It Feel So Wrong To Create A Consumer-Grade Employee Experience?

Season 1, Episode 7: Why Does It Feel So Wrong to Create a Consumer-Grade Employee Experience?

Episode Description:

Why do we obsess over the customer experience—but cut corners on the employee experience?

In this episode of Why Does It Feel So Wrong to Be Human at Work?, hosts Pinaki Kathiari and Chris Lee break down the false dichotomy between CX and EX—and make the case that a thriving business starts with its people. From packaging design and onboarding rituals to PTO requests and office arcade machines, they explore how to turn everyday employee touchpoints into powerful moments of meaning and connection.

Together, they explore:

• The history and evolution of employee experience
• Why we invest so heavily in customers, but not in employees
• How trust, vulnerability, and intention shape culture
• What we can learn from Apple, Disney, and top-tier CX strategies
• Why “compensation” and “competitive benefits” may not say what you think
• The power of micro-moments, onboarding, and thoughtful leadership
• Why employee experience starts before day one—and lasts long after someone leaves

Whether you’re in HR, internal comms, leadership, or just tired of corporate double standards—this episode offers tangible insights and an inspiring case for change.

 

Timestamps:

• 00:00 – Introduction: CX vs. EX – Why the disparity?
• 05:00 – Pinaki’s CEO journey: Trust, transparency, and company culture
• 12:00 – The false belief that EX is expensive
• 15:00 – Apple packaging and memorable onboarding experiences
• 20:00 – Why employee moments matter: From first day to final farewell
• 25:00 – The “competitive benefits” illusion
• 30:00 – Historical lens: The birth of employee experience research
• 35:00 – The psychology behind management, humanity, and productivity
• 40:00 – Modern leadership: Purpose-driven, emotionally intelligent, people-first
• 45:00 – Turning marketing tactics inward: Journey mapping the employee experience
• 50:00 – Digital simplicity: HR tools vs. everyday tech (Amazon, Uber, Spotify)
• 55:00 – Learning from Disney: Details, continuity, and emotional design
• 01:00:00 – Small touchpoints, big impact (PTO, expenses, laptops)
• 01:10:00 – Final thoughts: If your employees’ spouses were surveyed, what would they say?

 

Books & Resources:

Building a Culture of Inclusivity by Priya Bates & Advita Patel

MIT Sloan Management Review – Emerging Leadership Styles

Gallagher's State of the Sector 2023 Report

 

Mic-Drop Moments:

“Your customers won’t love your brand until your employees love your brand.”

“If you want to know the employee experience, ask their spouse.”

“We don’t need more arcade machines. We need more trust.”

 

Connect with Us:

Pinaki Kathiari – LinkedIn | Local Wisdom

Chris Lee – LinkedIn | Gallagher Communication

 

Special Thanks:

Big appreciation to the teams at Local Wisdom and Gallagher for helping organizations reimagine the employee experience from the inside out. And to our listeners—your stories, struggles, and successes inspire this entire conversation.

 

We Want to Hear From You:

What does your employee experience feel like right now? Is it joyful, frustrating, inspiring—or just kind of meh? Let us know on TikTok, LinkedIn, or at whydoesitfeelsowrong.com.

Special thanks to digital communication agency Local Wisdom (www.localwisdom.com) for really believing in our mission and making this podcast possible. 

If this episode made you think differently, laugh, or even yell out loud, we want to hear about it! Connect with us on LinkedIn, and don’t forget to rate, review, and share – maybe with your work bestie… or even your boss if you're feeling bold.

 

We also bring these important conversations