However, less than half (48%) strongly agree that employees have access to the right technology to allow them to work productively from both home and the office.
In the report, titled 2023 Global Employee Experience Trends Report, hybrid working was voted as the most favorable working model, with the majority of business leaders recognizing its importance for positive employee experience (EX). That being said, 56% of employees choose to spend half of the working week in the office.
Yet to fulfill these roles, it’s essential for employees to have access to the right technology and to ensure they feel connected while working efficiently, regardless of where they are based.
“One of the key findings of the report was that many organizations are still adjusting their operating models to balance remote, hybrid, and on-premises working after the seismic shifts brought about by the COVID-19 lockdown,” says Amit Dhingra, Executive Vice President of Network Services at NTT Ltd.
“However, while employees greatly value the flexibility associated with a hybrid or remote role, the findings revealed they are likely to end up frustrated if they lack the tools to do their jobs.
“The result of this has led to EX emerging as the top C-Suite priority, with the spotlight mainly on technologies that enable and empower employees and raise efficiency levels. Organizational EX goals have therefore evolved well beyond employee wellbeing.”
Dhingra continues to explain that the C-Suite’s objective is to boost productivity by engaging and enabling all employees with collaboration and mobility tools – whether they’re at the office or working from a remote location.
Addressing the disconnect between EX and CX
Over the past two years, 73% of organizations agreed that remote and hybrid working led to an increase in investment in mobility to promote flexibility.
However, more still needs to be done to reduce the disconnect and to improve EX – particularly as 66% of employees are more likely to deliver exceptional customer service when they’re satisfied and engaged.
Typically, hybrid working strategies focus on one type of working style, causing Dhingra to believe the disconnect between what businesses are providing employees and what they actually need is still “too large”.
“There is a fast-growing realization that a great customer experience strategy relies on an EX strategy that covers new ways of working – such as hybrid work models – and technologies like collaboration and mobility tools that enable and empower employees,” he adds. “It therefore becomes imperative for organizations to find strategic alignment between these two areas.”
Dhingra continues to explain that “involved and empowered employees” are more likely to drive exceptional CX. Therefore, enabling employees and incorporating feedback into business processes can significantly impact organizations’ ability to retain and grow a customer base.
For example, 96% of organizations agree that CX and EX strategies must be closely aligned to maximize their impact on enterprise growth, while 50% of organizations that have significantly increased employee satisfaction have seen a 50% increase in customer satisfaction.
Using AI to enhance EX and CX
Additionally, the report found that AI has been voted as the number one enabler of future customer experience (CX) and EX strategies, with AI interfaces expected to become the “norm” for four in five businesses within the next year.
Yet human-led support will still remain essential, with 87% of organizations stating it is a critical element in their customer engagement.
“NTT’s report findings are reflective of today’s dynamic work landscape, including a more permanent era of hybrid work and focus on employee engagement,” said Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics.
“The adoption of AI is growing, driven by the real business outcomes revolutionary AI technologies are bringing. Organizations are seeking guidance on how to harness all that AI has to offer to succeed in dominating their markets while supporting employee fulfillment and wellbeing.”
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