Designing exceptional customer experience is one thing, realizing it every day is something else. Flowresulting helps to build customer-oriented organizations. To achieve the ideal customer journey, employees need to feel responsible for the customer experience, know how they can influence it and be enabled to do so. Technology can play an important role in facilitating employees, so their service level to customers become higher. We know how to smartly set up customer feedback policy so that continuous improvement based on customer needs becomes the standard. These success criteria are reflected in the Employee Journey approach of flowresulting, which help companies build an organization that actually lives up to the promise.