Employee Experience (EX) Before Customer Experience (CX), The Employee Comes First!


By – Rahul Apte
(Product Marketing Manager | Digitate)
www.digitate.com

Imagine yourself shopping at a high-end retail store on the 5th Avenue in New York. Plush ambiance, a collection of best-in-class products, it is all calling out to you. You enter the store, but the sales assistant is not really in the mood to show you around or provide his/her expertise. This makes you uncomfortable and you leave disappointed! In the background, the store apparently had an issue with a Point of Sale (POS) system which was the root cause of the staff’s frustration. You return home without making any purchase and swear never to return to the store again!

Have you heard of the saying ‘Customer comes first’? Turns out, the employee comes first! Without happy employees, any customer’s experience will be minimal, which directly reflects on the business’ bottom line. As Doug Conant, the former President and CEO of the Campbell Soup Company, says – “To win in the marketplace you must first win in the workplace”.

Employee Experience (EX) is the sum total of all the employee interactions with an organization and its impact on them. It is a sum of organization culture, and technology usage at the workspace and in the physical environment. The focus of this article is the technological aspect of EX, also known as the ‘Digital Workspace’.

Why does Digital Employee Experience Matter?

Today, 78% of IT leaders agree to the fact that projects related to digital employee experience are a higher priority than they were just two years ago. High-performing companies are 4.4 times more likely to rate improving the EX as a critical priority (Source: Salesforce- State of IT Research).

According to McKinsey, by 2025, millennials will represent 75% of the global workforce. Unlike the GenX or baby boomers, the millennial pursue a career with focus on work-life balance, meaningful work, workspace flexibility and autonomy. If these numbers are any indication, it clearly depicts how important digital EX is and why it should matter.

Bad Digital Workspace experience leads to a drop in Employee Productivity. Some of the most common reasons are:

  • Endpoint failures are leading to employee struggles
  • Employee on-boarding experience is sub-optimal
  • Customer Experience delivered is minimal
  • Employee attrition is high
  • High wait time for IT incident resolution

Employees want their workspace ready – anytime, anywhere and on any device. Employees expect instant resolution for device and application issues.

Happier Digital Employee Experience = Superior Customer Experience

In today’s fast-paced digital workplaces, Infrastructure and Operations (I&O) leaders face new business challenge of employee experience management to improve business outcomes. For enterprises which are planning to transform their employees’ digital experience, Artificial Intelligence/Machine Learning (AI/ML) driven Self-healing products and End-user Experience Management products proactively detect the problem area, perform the probable cause analysis, triages and remediates endpoint issues for a happier, secured and a highly productive digital workspace. These products are effective in cutting down unnecessary IT costs, warranting uninterrupted endpoint availability and accurately predicting the impact of technological changes on the IT landscape. These technologically sophisticated products save time and improve employee productivity that translates into superior customer experience and improved agility with better business outcomes.

The bottom line – EUEM products such as ignioTM AI.Digital Workspace holds the power to build extraordinary experiences for employees. When employees experience technology at work that empowers them to perform, it creates a positive experience, one that helps improve employee loyalty, engagement, and productivity; translating into a delightful customer experience!

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