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Business News/ Brand Stories / Why is it important to focus on employee experience now more than ever?
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Why is it important to focus on employee experience now more than ever?

Hybrid work culture has changed the way organizations view EX. Read on to know more!

To overcome the difficulties caused by hybrid work environments, transforming EX has become crucial.Premium
To overcome the difficulties caused by hybrid work environments, transforming EX has become crucial.

Employees are the building blocks of an enterprise and a contented workforce can often be the secret to success.

As we enter the post-pandemic era, organizations are coming to terms with hybrid workplace becoming the new global norm. Most companies are still reluctant to reopen in-person offices due to the continued prevalence of COVID-19 variants and geographically divided workforces. Though hybrid work environments seem to be an adequate solution, they can result in a number of complications that hinder employee experience (EX). With employees working amidst the chaos caused by different locations and time zones, the EX your enterprise provides now can shape the company’s future.

“In teamwork, silence isn't golden, it's deadly."

This quote by Mark Sanborn, author and entrepreneur, has found even deeper meaning in our world of virtual sync ups. With disjointed workforces due to hybrid environments, meetings can be largely inconsistent as members may not be able to get their ideas across over Zoom calls and faulty connections.

Furthermore, a lack of in-person interactions could create barriers between the employees as camaraderie becomes difficult to achieve. With team-building activities being limited to strictly online occurrences, they can prove to be largely ineffective. Dispersed workforces are plaguing organizations with a “silent" workplace culture, creating a deadly scenario that hinders organizational performance.

Focusing on EX: The Time is Now

It is time to realize that employees are also customers and taking care of the people that build your business is undeniably essential. If EX goes unaddressed, especially in the current global scenario, it would undoubtedly result in decreased productivity, low quality products or services, unhappy customers, lack of efficiency and dissatisfied employees.

To overcome the difficulties caused by hybrid work environments, transforming EX has become crucial. Creating a happy workforce with true companionship amongst members is pivotal to achieving organizational objectives. In order to improve EX and the company culture, it is imperative to show employees that they are valued and appreciated. One of the most effective methods to transform employee experience and improve their environment is by the adoption and implementation of technology.

Transforming Through Technology

Providing omnichannel experience, virtual agent and single service portal can tremendously impact employee engagement and overall satisfaction. A number of studies have shown the positive influence of technology on EX, with benefits such as:

- Gives employees newfound flexibility.

- It makes tasks much easier and simpler for the workforce.

- It allows deeper communications and sharing of knowledge between employees.

- Creates a belief that the enterprise is investing in its employees.

- Increases organizational efficiency by improving the working environment.

The Symphony SummitAI Solution

The simple adoption of technology is not sufficient, the use of modern advancements has to be woven into the fabric of the company culture itself. Realizing this, Symphony SummitAI provides Enterprise Service Management (ESM ) solutions to improve performance and outcomes. Organizations are looking for new ways to automate and manage processes, increase transparency, and have greater cost control. What better way to do this than to transform IT service management ( ITSM) principles and capabilities that have driven success for IT, and implement them in departments that have been screaming for service improvements and increased customer satisfaction? IT’s approach to delivering and managing services can revolutionize businesses across industries, bringing service interactions into one place, as well as the same user experience, intelligence, and connectivity.

Enterprise service management (ESM) is a fresh approach to ITSM that provides departments outside of IT, service management practices that they can take and apply to their services. Anyone within an enterprise knows that IT is not the only group that offers services to employees. By extending ITSM principles to departments across the enterprise, organizations can drive better service delivery for business teams that are not typically recognized as service providers, like marketing, finance, and legal. Departments, such as HR and facilities, have always offered internal “services", they just haven’t applied the structure and frameworks offered within enterprise service management.

Hybrid workforces have changed the way organizations view EX. As dispersed workforces continue to cause challenges, Symphony SummitAI’s ESM can empower employees and simplify their tasks. The need to focus on EX is now, and this is your one-stop-shop solution.

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Published: 25 Mar 2022, 11:15 AM IST
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