Home / Brand Stories / Behind happy customers are happy employees

Not long back, it was all about the customer. Improving customer experience (CX) has long been hailed as the key to organisational success. However, notable changes in work patterns have shown that behind the scenes could matter more than you think: the employee experience (EX) is the new customer experience (CX).

In an era of internet reviews, ratings, and referrals, providing an amazing customer experience becomes the end goal for any brand looking to cement their position in the hearts and minds of their customers.

Traditionally, workforce systems designed to empower businesses and contact centres to provide better and more sophisticated customer service have emphasised contact centre process optimization, relying on performance measures and enhancements to drive effectiveness and agent performance. However, these systems run the risk of exhausting the workforce leading to disengagement.

On the surface, the link between a positive employee experience and a positive customer experience is obvious: a satisfied, better organised team will provide better customer service than an annoyed and ill-informed team. While this is true, there are numerous factors that must be considered when developing and sustaining a high-performing workforce. With a new generation of highly demanding employees ready to jump to new job opportunities in the gig economy, everything from recruitment and onboarding to training, employee development, and acknowledgement is under oversight.

Technology as an Experience Creator

It is essential for enterprises eyeing transformation to equip their workforce with the right tools. They need to be equipped with new-age laptops, workstations, and other devices that they work day-in and day-out with. 

Dell Technologies offers a wide range of computing devices to meet the varying needs of your business. With AI-powered devices that automatically improve critical functions of your PC to Intelligent Audio that detects your voice and stabilises system volume to ExpressResponse that accelerates the performance of desired applications, and other features that revolve around improving the overall user experience. 

Dell Technologies offers a wide range of solutions that can be integrated into your business. 

Intelligent PCs as Companions

Who doesn’t want to be more fast, efficient and smart at work? Dell’s intelligent PCs with Dell Optimizer come with a built-in AI, that learns from the user and adapts to their working style.  This means- 

  • It identifies frequently used apps and loads them faster
  • Conference calls are clearer and smoother
  • Battery life is longer

With features like ExpressSign-in, ExpressResponse, ExpressCharge, users get a more personalized and high-quality experience. 

From Scattered to Unified

While physically your workforce can be scattered, virtually you can offer them a unified experience. Dell’s Unified Workpace is a comprehensive collaboration solution allowing you to deploy devices while ensuring continuous security, management and support from the cloud.

Dell’s managed services takes the burden of device management off your IT team allowing them to focus on strategic priorities. From shipping the device to your employees, to managing them as and when need be, Dell’s automated and dynamic processes are designed to create a seamless experience for your teams. 

Virtual Apps and Desktops

For businesses operating on a BYOD (Bring Your Own Device) model, virtual apps and desktops could prove to be a savior! Virtualized apps and desktops by Dell allow people to work from anywhere, anytime and on any device. This gives mid-size enterprises a way to offer secure, high-quality user experience without the hassles of device management. The Virtual Desktop Infrastructure by Dell it allows businesses to manage data, apps, endpoints as well as desktop images with centralized IT resources.These easy to deploy,  end-to-end virtual infrastructure solutions could prove to be a game-changer as they provide flexibility along with security. 

Collaboration on Cloud

Collaboration efficiency is directly linked to employee productivity.  With data dispered across organization, having an integrated cloud solution is a must for fast and accurate decision making. Dell Technologies Cloud offers flexible cloud infrastructure for mid-size enterprises. Firms can choose to extend their applications to the cloud as needed while avoiding application rework. Moreover, with consumption-based pricing, you can effectively budget and plan for IT services and pay only for technology and services as needed.

Better Network Performance

With so many online meetings and virtual conference to attend, home networks can get strained and may not always be able to offer the speed and bandwidth required for unfettered working.  Extend high-speed network to your employees’ homes with Dell EMC SD-WAN powered by VMware. The solution offers reliable, high-performance home or branch access to cloud services, private data centers and SaaS-based applications — without jeopardizing your existing corporate network.

Change the Experience Game with Dell

The digital workplace you build is the glue that holds your firm together in today's increasingly mobile workforce. That's because it is IT's responsibility to encourage communication and collaboration, and make data available, whether they're distributed throughout a building or across the globe. The magic comes when this sharing is smooth, intuitive, and simple. For medium enterprises looking to gain a competitive advantage and aiming to compete with the behemoths of the industry, creating a frictionless user experience is imperative.


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