Organizations today recognize the value of delivering exceptional customer experiences. It makes sense; a happier customer base means, among many things, increased revenue.
To stay ahead in this competitive arena, companies are taking proactive steps to optimize their contact centers by integrating innovative technology and adopting hybrid working models. However, the customer experience (CX) landscape is undergoing additional transformations.
These transformative technological developments present new opportunities for CX enhancement, and as a result, there is a renewed emphasis on the pivotal role that employee experience plays in shaping CX outcomes within an organization.
Most CEOs agree that improvements in CX and employee experience (EX) directly affect their net profit, according to an NTT report. Still, there is room for improvement, as over 80% of organizations agree that CX and EX are currently a weak link for them, leading to a negative impact on their business. That then raised questions about what technologies organizations can use to meet their CX and EX objectives.
According to the report, 95% of organizations view cloud enablement as vital for their CX and EX objectives, positioning it as the foremost performance enabler. This trend aligns with the broader migration to cloud infrastructure, driven by benefits such as cost-saving opportunities, scalability, flexibility, access to collaboration tools, innovation and improved security.
When it comes to EX, 98% of CIOs express openness to embracing a cloud-based UCaaS model, according to the report. This approach allows them to harness communication and collaboration services seamlessly from a single provider, streamlining operations and enhancing EX outcomes.
Simultaneously, a proliferation of AI-powered tools is fueling a CX revolution. AI is viewed as a primary catalyst for CX and EX capabilities in the next three years, with pronounced emphasis on hyper personalization, according to the report. Organizations already utilizing AI highlight a myriad of benefits, including heightened efficiency, accelerated processes, elevated customer satisfaction and improved customer retention rates.
However, these advancements in CX and EX must be underpinned by robust cybersecurity measures. Customers demand the assurance that their personal and financial information remains secure during digital interactions, necessitating compliance with stringent regulations. Cybersecurity measures should not impede the user experience, which must remain swift and seamless.
Additionally, cybersecurity measures should safeguard sensitive employee information and fortify defenses against breaches that can lead to system downtime and diminished productivity. Surprisingly, less than half of organizations affirm that their existing cybersecurity controls effectively protect and empower their employees, regardless of their work location, according to the report.
Executives face the choice of undertaking the task in-house or partnering with external providers. The report reveals that 88% prefer to seek assistance from third-party support and MSPs, enabling them to access the latest innovations and establish secure technology solutions that cater to the evolving demands of their customers.
With cloud enablement, AI integration and robust cybersecurity as key pillars (especially for top performers), organizations are reshaping the link between CX and EX yet again. The collaborative approach, involving external expertise, is poised to deliver the necessary support and access to new innovations required to thrive in the always changing, for better or worse, business landscape.
“Over the last few years, we have witnessed an increasing link between CX and EX, and the need for them to be addressed through technology,” said Amit Dhingra, Executive Vice President, Managed Network and Collaboration Services at NTT. “Our data shows that companies that invest in technologies to improve CX and EX are significantly more likely to stay ahead of the curve, not just in financials but also in customer and employee satisfaction.”
Edited by
Alex Passett
