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Mastering Employee Experience

In this video from Lopez Research, analyst Maribel Lopez discusses the intersection of employee and customer experience, and why a holistic approach is the best way forward.


>> Is your business thriving, or falling behind? It's a question that business leaders around the globe are asking themselves. It's clear that market expectations have changed in the past several years. One of the most significant shifts was the move to a fully digital business. Digital channels are at the front line of delivering sales, service, and support experiences. For many organizations, work shifted to nearly 100% digital. Yet a digital experience alone is not enough to differentiate a business today. Market leaders will create sustainable competitive advantage by mastering both customer and employee experiences. It's not a new concept. Organizations has spent years attempting to build a holistic view of the customer. Today, changing customer and employee expectations means it's time to re-imagine and evolve our digital experiences to create what I call right-time experiences. Right-time experiences are workflows that offer the right insight and data to the right individual at their point of need,and on their device of choice. There's one significant change, however, and that's the market leaders have figured out that the missing component for creating a great customer experience is delivering a great employee experience. And one of the best ways to get started is to adopt modern communications, collaboration, and context center technology. Let's look at some of the characteristics you should look for in solutions that make these tools a right-time experience. Modern solutions differ from what you purchased in the past, because these products are contextual, they're adaptive, learning and predictive. Now what do I mean by contextual? Contextual means your applications, like a chameleon, will adapt to contextual data such as location, previous interactions, and social media posts. The software preserves the context for transaction as it moves between physical and digital channels. Contextual services provide your employees with insight to better understand and act on your customer's needs in real-time. Your business processes should also automatically adjust based on this contextual data. For example, right time experiences use context to provide different data or services to a context center agent during a call. Or understand that a person's driving and automatically turn off video and turn on noise cancellation. Simple yet powerful examples. Right-time experiences will also support new digital sales and support channels such as conversational interfaces, virtual agents, live chat, and interaction within social media applications. With artificial intelligence, your communications and customer service solutions become learning, predictive and prescriptive. AI enabled solutions collect and analyze data from multiple sources. And machine learning within these applications helps companies automate workflows and streamline content discovery as both your customers and employees use these services. Predictive algorithms will help employees anticipate issues and sales opportunities. And the most advanced products will provide prescriptive guidance for achieving the best outcomes. Right-Time experiences also break down functional and data silos, allowing employees to solve problems quickly and efficiently. It enables firms to involve the right people, skills, and resources at the beginning of a transaction, irrespective of their department, title, function. It also combines human and digital resources such as bots. Right-time experiences connect data and services from multiple systems to provide seamless, consistent and personalized experiences across all channels. Right-time experiences also use APIs to integrate third-party data and applications. This is where you start to partner with companies to leverage their data, such as reviews, weather, supply chain data, in conjunction with your data. These are data sources that will enrich customer and employee experiences. And in addition to these characteristics, we also see that modern suites use best-in-class Cloud native principles such as DevOps and containerization. Your application should be open and composable. And that's going to allow you to achieve a new level of flexibility and agility. The next-generation communications, collaboration, contexts, and solutions allow your company to tailor interactions to specific individuals, creating effortless and rewarding customer and employee experiences. With these new solutions in place, you provided a foundation for success and you can shift your attention to designing what's next for your business. Thank you. I'm Maribel Lopez the Founder and Principal Analyst at Lopez Research and author of Right-Time Experiences.