Digital Marketing Salary

Is Employee Experience the New Customer Experience?

Is Employee Experience the New Customer Experience?
Written by Publishing Team

It used to be all about the client. Improving Customer Experience (CX) has long been touted as the key to organizational success. But recent changes in work patterns have made some believe that it is now all about the employee: the employee experience (EX) is becoming a new customer experience.

How did this happen, and what implications for technology tools can be used to enable better EX?

What is Driving EX?

There are a number of factors combined to make EX the new CX experience. First, there is tremendous pressure on employment. According to Skillsoft’s 2021 IT Skills and Payroll Report, 76 percent of IT decision-makers face significant skill gaps in their teams, an increase of 145 percent since 2016. Moreover, 54 percent were unable to fill at least one position , and 38 percent have three or more open positions. IDC predicts that by 2022, financial losses from IT skills gaps will reach $775 billion worldwide.

In parallel, business initiatives such as digital transformation and work from home (WFM) and the continued move to the cloud are disrupting the way people work. It’s not just that they don’t come to the office every day: When they do, they may have to sit in different places each time, have to deal with a host of new cloud-based applications, and undergo regular changes in the way business is done – all Trying to evolve into an indefinite “new normal”. Hence the Skillsoft survey indicates that 55 per cent of decision makers say the biggest impact of a skills gap is an increase in pressure on employees. This, in turn, leads to difficulties in achieving quality objectives, reduced ability to achieve business objectives, and project lengthening.

“In 2010, leading companies focused on becoming customer obsessed; along the way, they discovered that employees were an important, often underutilized asset to meet customer needs,” said James McKeefe, an analyst at Forrester Research in Cambridge, Massachusetts. Better information, more options, and more avenues to communicate – leading them to have higher expectations from their employer than before. “

EX value

One study by Deloitte University Press found that nearly 80 percent of CEOs rated EX as important or very important. Another study by the Academy of Management found that companies on the list of the best places to work in the United States earned up to 4 percent of stock returns annually.

EX has a value. But what is it? Programs such as casual Fridays, beanbags, and office parties may contribute to this, but this would be a narrow spectacle.

Think of it like the customer experience: The customer experience includes the website, emails, all interactions with sales, service, quick selling, marketing software, and more. Likewise, EX takes in all employees’ work experiences including with colleagues, HR, line manager, and upper management. It also includes select software applications, project management, and customer interaction.

“Your employees are your most important asset to help you serve today’s customers while adapting to the processes and technologies that will satisfy the customers of tomorrow,” McQuivey said. “Only 24 percent of information workers strongly agree that their manager is concerned about the well-being of the people who work for them.”

He added that the turmoil of the past two years has put employees in a different state of mind with higher expectations about their workplace and jobs. According to Forrester, 48 percent of large organizations in the United States have a dedicated EX program. That number will rise to 65 percent as more CEOs who monitor monthly smoking cessation rates continuing to rise, McKeefe added, suddenly become first-rate EX advocates.

“Get ready for the onslaught of emerging employee experience challenges,” he said.

Technology helps prepare EX

But how exactly do you prepare for this new wave of EX challenges?

“Providing employees with the right technology and equipment will go a long way toward attracting and retaining strong talent,” said Laurie McCabe, co-founder and partner at SMB Group in Boston.

It suggested areas such as Software as a Service (SaaS), Unified Communications as a Service (UCaaS), and Desktop as a Service (DaaS). They provide a way for companies to acquire the latest technologies and tools without upfront investment or need for in-house talent to manage these applications.

But the choice of technology must be made wisely. According to Gartner, 60 percent of workers get frustrated sometimes or repeatedly with new software. 56 percent said they would like the administration to restore old systems.

But new technology is coming whether workers want it or not. Gartner’s annual review of Top Trends places strong emphasis on deploying artificial intelligence (AI) and business intelligence (BI) to assist management and employees in decision-making. AI and Business Intelligence tools must be deployed alongside Enhanced EX. If it is only done to provide management with better metrics, EX will suffer. A recent visit to Walgreens, for example, found that disgruntled employees were slowed down by the new point-of-sale system. Such errors cannot be tolerated in software deployment if a good EX is shown.

HR systems and human capital management solutions is another opportunity to improve EX. Some of these systems are moved to the cloud. Add AI and analytics capabilities that can help manage EX. Oracle and SAP, for example, offer such features.

Communication platforms like Microsoft Teams, Zoom, and GoToMeeting can help, too. In many cases, it was brought up without employee feedback. If a company currently has more than one video meeting platform in use, a user survey would be a smart measure. Find out which platform is preferred and why. Focus on it and gather other tips from employees on how these platforms can better assist your workflow.

Drew Robb is a freelance writer in Clearwater, Florida, specializing in information technology and business.

About the author

Publishing Team