The proliferation of new digital channels that allow interactions to occur anywhere and anytime have had a major impact on customers’ expectations around what factors are integral to providing an excellent experience, whether during marketing, sales, or support interactions. Speed, efficiency, and personalization have become table stakes, and human workers are still central to ensuring that these elements are delivered each and every time a customer interacts with an organization.
As such, forward-thinking and successful companies have realized engaged employees – supported by modern software tools and a flexible, autonomous work culture – will continue to be the catalysts for delivering excellent customer experiences, and driving long-term operational excellence and revenue growth.
Furthermore, even amid the massive digitization of internal processes, frequent and deep engagement between workers and the company can reduce these negative feelings and contribute to a better and more fulfilling employee experience (EX). Research has demonstrated that engaged employees have higher well-being, better retention, lower absenteeism, and higher productivity. When employees are happier and more satisfied, they are more likely to act in the best interest of both customers and the company.
In addition, a McKinsey & Co. study conducted in 2023 found that companies that prioritize both performance and people achieve more consistent results and have greater earnings resilience.
In our latest research brief completed in partnership with Aspect, Bridging Human Potential and Technology: Enhancing CX and EX for the Future, we discuss how technology can be used to enhance employee experience by providing workers with the tools and support they need to drive more job satisfaction, greater engagement with the company and its customers, and ultimately help to deliver better customer experiences.
In this research brief you will learn:
- How employee experience impacts the delivery of great customer experiences
- The negative impacts of ignoring employee needs and concerns
- The importance of supporting microcultures to engender greater employee engagement
- How generative AI, automation, and humans skills can be combined to enhance employee experiences and deliver better customer experiences
- How a comprehensive workforce engagement and management (WEM) platform can address workforce gaps, support compliance with company policies and procedures, and enhance overall capacity planning and forecasting.
If you want to learn more, download your copy of Bridging Human Potential and Technology: Enhancing CX and EX for the Future today.
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Author Information
Keith has over 25 years of experience in research, marketing, and consulting-based fields.
He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.
In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek, CNBC.com, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.
He is a member of the Association of Independent Information Professionals (AIIP).
Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.
