Customer and Employee Experience: The New Normal

In fact, Pew Research has found that 86% of survey respondents on post-pandemic life expect the pandemic to have a lasting effect on everyday experiences. According to the World Economic Forum (WEF), in the retail and e-commerce landscape, more and more people are looking forward to shopping online after biologics – even for unique products and services. , according to the World Economic Forum (WEF). On the workplace front, employees are seeing both advantages and challenges to the new world of hybrid and remote work. Microsoft’s Future of Work 2022 report pointed to benefits including an increase in collaboration platforms and a fundamental improvement of accessible digital workspaces, as well as barriers such as “video call fatigue” and increased employee burnout.

While the covid crisis catalyzes a more virtual, mobile and distributed business ecosystem, reliance on digital experiences is now an unstoppable cultural shift. To stay relevant, businesses must continue to repeat pandemic digital efforts to serve both customers and employees.

In a survey conducted by MIT Technology Review Insights, respondents cited priorities like implementing personalized and self-service experiences—all of which put digital trust first. 62% of respondents said the pandemic has prompted their organization to improve messaging and internal communication systems, 53% noted they have increased self-service capabilities, and another 53% said they improved integration and support across digital channels to facilitate smoother operations (see Figure 1).

Digital experiences across sectors

It is too simple to credit covid-19 exclusively with current digital developments. Even before the pandemic hit, businesses in almost every industry were eager to invest in emerging technologies. That said, there is little doubt that the pandemic is an accelerator. In 2020, online retail sales increased by more than 30%.4 They grew by 14% by 2021. According to our survey data, the majority of respondents (62%) noted that the pandemic has accelerated the digital transformation of the guest experience customers and employees for one to three years (see Figure 2).

Lax Gopisetty, global vice president of Infosys, notes that many businesses are now “recalibrating” to adopt technology as a core competency rather than a supporting one. Today, digital experiences have transformed from patchwork tools for process management or data collection into a service-oriented, non-intermediate component of nearly all business operations.

Decision makers and executives have realized that stupid strategies aren’t enough either. A commensurate employee experience (EX) must be implemented to deliver a compelling customer experience (CX). Gartner estimates that by 2024, retailers that provide an “overall experience” that includes both of these considerations will outperform competitors’ indicators of satisfaction by 25%. EX and CX.

Furthermore, an integrated “total experience” strategy is likely to include both digital and live features. A full 44% of our survey respondents plan to prioritize implementing “hybrid” experiences that incorporate both digital and real-world elements into their customer experience strategy during the year coming, and more than 30% plan to implement similar hybrid systems into the employee experience strategy.

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