NagaWorld Earns Near-Perfect Great Place To Work Certification: What CX and EX Professionals Can Learn
Creating an exceptional customer experience (CX) starts with designing an outstanding employee experience (EX). Yet many organizations struggle to translate lofty CX ambitions into workplace realities that truly engage and empower staff. This is the challenge that NagaWorld, a leading integrated resort in the Mekong region, has masterfully navigated.
Recently, NagaWorld achieved Great Place To Work® Certification™ with an outstanding 95% Trust Index™ score, placing it among the world’s elite workplaces. This article dives into how NagaWorld’s people-first culture drives their business success, highlighting actionable lessons CX and EX professionals can apply to foster thriving workplaces that fuel exceptional customer experiences.
Understanding the Real-World CX/EX Challenge
Many companies aspire to be customer-centric. However, sustaining this requires employees who feel valued, safe, and motivated. Without a vibrant workplace culture, employee disengagement undermines CX outcomes, driving turnover and service inconsistency.
NagaWorld faced a competitive hospitality landscape in Cambodia. Their challenge was not simply operational excellence but cultivating a culture that reflects and empowers the rich heritage they represent—while engaging a workforce of over 6,000 professionals.
The Significance of Great Place to Work Certification
The Great Place To Work Institute measures workplace culture using the Trust Index™, an employee feedback metric reflecting trust, pride, and camaraderie. Achieving certification means independent validation that employees are genuinely engaged and treated fairly.
NagaWorld’s near-perfect 95% score is exceptional globally and signals a workplace where staff feel secure, motivated, and appreciated. Such feedback not only validates internal efforts but strengthens employer brand reputation, aiding talent attraction and retention.
NagaWorld’s Four-Pillar People Strategy
NagaWorld’s strategy centers on four pillars:
- Start with Us: Attracting the right talent and creating positive first impressions.
- Grow with Us: Providing extensive training and leadership development opportunities.
- Engage with Us: Fostering vibrant community connections and well-being initiatives.
- Stay with Us: Building loyalty through inclusive culture and rewarding careers.
These pillars underpin programs that earned industry accolades and measurable employee satisfaction.
Key Initiatives Powering Their Success
Investing in People
In 2024 alone, NagaWorld delivered over 205,000 hours of employee training. Their flagship Leadership Series 2.0 executive development program won the ‘Investment in People’ award at the Asia Responsible Enterprise Awards. This continuous learning infrastructure equips staff with skills to excel and innovate in guest service.
Cultivating Engagement and Well-being
Through pioneering events like the inaugural NagaRun and Naga’s Got Talent competitions, they foster community spirit and encourage creative expression. These initiatives boost morale and workplace camaraderie — crucial ingredients for sustained employee engagement.
Driving Digital Innovation
NagaWorld launched the MyPortal mobile app, which streamlines internal communications and learning. This tech-forward approach won a Bronze Award for ‘HR Innovation’ at the 2024 HR Excellence Awards in Singapore, illustrating how digital tools can enhance employee connectivity and responsiveness.
Committing to Diversity and Inclusion
With women making up 50.2% of all employees and 33% of managers, NagaWorld exemplifies gender balance in a traditionally male-dominated industry. This inclusive workforce diversity underlines both ethical standards and business wisdom in fostering varied perspectives.
Voices from Leadership
CEO Mr. Chen Yiy Fon emphasized, “This certification is a recognition of the collective spirit and dedication of every member of our Naga family.” He highlighted the importance of placing people at the core of their business strategy — a principle central to delivering consistent, world-class guest experiences and shaping a sustainable future.
Broader Lessons for CX and EX Professionals
NagaWorld’s journey offers multiple takeaways:
- Link CX and EX Strongly: It’s clear that exceptional customer experience flows from employees who trust and engage with their employer.
- Anchor People Strategy in Clear Pillars: Define your employee value proposition across talent attraction, development, engagement, and retention.
- Substantial Training Investments Matter: Thousands of training hours translate into front-line excellence.
- Engagement Activities Build Culture: Well-being and creative expression initiatives create emotional connections and reduce burnout.
- Embrace Tech Innovation: Digital tools can amplify communication and learning efficiency.
- Prioritize Genuine Diversity: Balanced, inclusive workforces enhance innovation and reflect modern societal values.
- Measure Culture Objectively: Use employee feedback data like Trust Index scores for continuous improvement.
Organizations aiming for CX excellence must recognize that culture is a strategic driver, not a soft add-on. Leadership commitment and consistent execution are prerequisites for winning both employee trust and customer loyalty.
Practical Recommendations
For CX and EX leaders seeking to replicate NagaWorld’s success:
- Build a holistic people strategy focused on authentic engagement.
- Invest time and resources in leadership development.
- Design engagement programs tuned to your workforce culture.
- Deploy technology to simplify access to information and learning.
- Ensure diversity initiatives are measurable and actionable.
- Survey employees regularly and act on their feedback.
- Communicate openly and celebrate collective achievements.
Conclusion
NagaWorld’s Great Place To Work certification is not merely a badge. It is a testament to how a people-first culture creates a competitive advantage in CX. When employees feel trusted, engaged, and empowered, they become ambassadors of brand excellence.
CX professionals must integrate employee well-being and growth into their strategic imperatives. By doing so, they cultivate work environments where both people and customers thrive — shaping tomorrow, truly together.
For further insights on NagaWorld’s people-centric approach and the Great Place To Work methodology, visit nagacorp.com and greatplacetowork.com.
