Organizations need to double down on enterprise service management and total experience to navigate socio-economic pressures.
The 2023 socio-economic outlook is being defined by rising costs, a battle for talent and impactful shifts in the workplace, which is having an indelible effect on UK businesses. Ambitious digital transformation (opens in new tab) plans are coming face-to-face with new realities. At the same time, employee (opens in new tab) dissatisfaction caused by burnout and stagnant wages is becoming increasingly commonplace.
Unsurprisingly, engagement strategies have been pushed to the top of the agenda for many enterprises. In turn, business leaders are taking a hard look at their existing digital capabilities, aiming to drive greater internal and external efficiencies, retain customers (opens in new tab) and keep employees engaged.
The impact felt by customers and employees has been compounded by the realities of hybrid working (opens in new tab). More than three quarters of organizations operate on hybrid working models; the distributed workforce is here to stay with the majority of employees working remotely at least part of the time. Navigating this state of play and delivering seamless interactions across devices requires a new approach.
If the past few years have taught us anything, it’s that enterprises which strengthen their customer and employee relationships have a better chance of overcoming unprecedented challenges. This is where the total experience (TX) proves vital, driving shared, supported experiences for all users.What is total experience and why is it important?
Put simply, TX is the combination of customer and employee experiences. This requires all touchpoints to be identified and connected, promoting greater synergies throughout the business.
Currently, only one in four workers rate their experience as excellent.
