Source | www-forbes-com.cdn.ampproject.org | Brian Solis
In a post-COVID economy, progressive companies around the world are accelerating digital investments in customer experience (CX) optimization, enhancement, and unification.
They have to.
When the world shut down, customers had no choice but to become digital-first in all that they do. As a result, customers were exposed to the shortcomings of those businesses that hadn’t prioritized digital CX before the pandemic.
Naturally, customers chose to support businesses that offered more intuitive, personalized, and convenient digital experiences. This left everyone else scrambling to compete, and those that survive this time will need to accelerate their digital CX transformation to remain competitive.
If digital CX is so important to the livelihood of any organization, why aren’t we placing the same sense of urgency on the modernization, optimization, and enhancement of employee experience (EX)? After all, aren’t engaged, collaborative, and productive employees instrumental to the success of delivering exceptional customer experiences?
EX and CX Have a Lot More in Common Than We Think
Designing for EX is the next competitive advantage. Similar to how ecommerce became critical to support remote shopping during the pandemic, supporting employees digitally through remote work was a matter of total success or failure. But just being digital is the minimum viable experience for employees. It’s often just the basics, and that doesn’t count as differentiation.
