02 Jul Report | Is Employee Experience the New CX Battleground?

Posted at 14:30h in Club Insights, Expert Opinion, Featured, Industry Report by
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Growing numbers of companies are coming to recognize the benefits of customer-centric strategies, especially in terms of growth and profitability.

However, too many CX transformations focus exclusively on external customers leaving out important internal customers – employees.

Yet research demonstrates that productivity improves by as much as 20 – 25 percent in organisations with connected employees.

What role does technology have to play in bridging this gap?  How can IT support employees in order to drive the CX agenda and create durable competitive edge?

As rising employee expectations continue to be defined by their consumer lives, so organisations must catch up.

In attempt to find some answers, we asked: what does the modern CIO need to do to keep pace?  Why is 2018 a crucial year for organisations to invest in employee-centric technology?  How can you build the business case for these investments?

Inside you’ll find:

  • Why the employee experience matters
  • Why businesses are spending 97 percent of the digital technology budgets on customer-facing tech – and why they shouldn’t
  • How one organisation introduced a happiness metric – and what that meant in terms of performance