Until now, the two kinds of experience most notably on business leaders’ radar were Customer Experience (CX) and User Experience (UX). This is no surprise, given that it’s the customers who keep your business running.
But this isn’t the whole story. There’s a valuable business asset that creates leads, conversions and sales for your company, which has direct contact with the customer and their resulting experience with your business: the employees who work for it.
The driving force behind every business, the employees that keep the cogs turning on a daily basis are the ones that have a direct impact on CX and UX. So, it makes sense that, in recent times, more focus is being placed on Employee Experience (EX).
Employee Experience can be subdivided into three main areas: cultural, physical and digital. As the world and workplace grow more digitally dependent and the foundations of CX and UX proven to rely on EX, it’s time for businesses to pay attention to the digital experience of their employees, otherwise known as Digital Employee Experience (DEX).
Digital Employee Experience: The Fundamentals
We’ve said that Digital Employee Experience can affect the experience of customers and the service they receive from employees, but how and, importantly, why?
- Boosted morale – Employees who have a better digital experience will in turn have better workplace morale. From the reception employees give customers to their interaction with colleagues, morale can be sensed by customers and will have an impact on their overall experience.
- Better engagement – Employees who have a better experience in the workplace, feel like they’re listened to and their work is valued are proven to be more engaged. From their advocacy for your brand to their willingness to go above and beyond the requirements of their role, better engagement which comes as a result of a positive Digital Employee Experience will have a domino effect on CX/UX.
- Higher productivity – Employees who have a good digital experience will be more productive than those who don’t. Productivity is good for all aspects of business, but especially for customers. From faster, more efficient service to better customer management, increased rates of productivity as a result of Digital Employee Experience can better to CX and UX, leading to greater levels of customer satisfaction and retention.
It’s safe to say that Digital Employee Experience in the workplace is well and truly in the limelight for businesses operating in all industries. As Digital Employee Experience continues to develop, what does it have in store in the foreseeable future? Read on for StaffConnect’s insight on the Digital Employee Experience trends for 2020.
Digital Employee Experience Trends
We’re living in a digital era, and technologies are continuing to develop and evolve at lightning speeds. As such, predicting the next innovations for Digital Employee Experience isn’t easy, but we can identify some key areas of focus for 2020.
The impact of tech on EX
Digital Employee Experience might be the first thing that comes to mind when you think of the impact of technology on employees, but businesses will likely look at the effect of technologies, such as AI, Apps and softwares on all aspects of the employee experience.
Most businesses recognise that it’s no longer just about giving the customer what they want. They need to do the same for the employer too. it’s estimated that over 5 billion people have mobile devices, and over half of these connections are smartphones. With this number set to grow, employers are realising the potential of harnessing mobile technology for Digital Employee Experience.
As such, one of the biggest Digital Employee Experience trends 2020 should see is the development of mobile apps targeting the experience of employees. From mobile tech that helps staff complete their daily tasks to channels which streamline internal comms, there are a number of digital platforms which can provide teams with the tools needed for the work, lead to a greater sense of empowerment among employees and, subsequently, lead to an improved Digital Employee Experience.
The results of great Digital Employee Experiences
It’s a simple equation: employees + positive experience = good CX/UX. And as businesses continue to turn to digital solutions for all aspects of their work, more companies will take note of the knock-on effect that Digital Employee Experience can have on CX and UX.
As the potential results of Digital Employee Experience continue to be unearthed, businesses will place more focus on the creation and implementation of strategies and models which can improve this.
From new task management software which should make delivering work for customers easier to ensuring the workforce is optimising its communication channels to streamline their customer relationship management, with the results of great EX clear to see, the Digital Employee Experience trends for this year are sure to include the promotion of how improving the digital experience of employees can boost the all-important experience of the customer.
Implementation of new software
More options are becoming available to businesses who want to improve their employees’ experience. One of the Digital Employee Experience trends that will undoubtedly play out in 2020 is the use of software to better the experience of employees through digital means.
StaffConnect is one of those. Purpose-built mobile-first tech suitable for improving Digital Employee Experience in every workforce, including remote and deskless teams, we are the complete employee app for effective internal comms.
To find out more about how StaffConnect can help you elevate your Digital Employee Experience in 2020, take a look at our case studies, request a demo or get in touch with a member of the team today.