Your company’s digital services are not solely evaluated by consumers, but by employees as well. The effects of a subpar Digital Experience (DEX) may initially appear trivial. However, it’s important to acknowledge the negative influence it can have on employee productivity, satisfaction, and helpfulness in their respective roles.
Insufficient Digital Employee Experience (DEX) can have significant consequences for businesses, including a loss of brand value, higher employee turnover rates, and reduced revenue. This article delves deeper into the matter, exploring the possible harm that inadequate DEX can inflict, how hybrid work can intensify the issue, the elements that employees seek in their DEX, and provides suggestions for resolving the matter.
The Importance of Addressing DEX
The repercussions of an employee’s negative perception extend beyond their work attitude. They may post unfavourable reviews on platforms such as Glassdoor, making it more challenging to hire new personnel. Furthermore, they may opt to resign, leading to a necessity to allocate additional time, resources, and money towards finding and training substitutes. With fewer staff to perform essential responsibilities and recruitment difficulties, the predicament intensifies as more individuals decide to leave.
Customers have other means of influence beyond the traditional avenues. For instance, individuals who contact customer service centres may encounter frustration as a result of delayed response times or unavailability due to obsolete or defective technology. This can pose a challenging situation for both customers and personnel, particularly in sectors like healthcare, where a favorable response is critical.
Customers’ experiences can have an adverse impact on a company, leading to a decline in sales and revenue that can initiate a cycle of detrimental outcomes. Without sufficient funds to introduce new systems and procedures, it becomes impossible to enhance DEX and customer service quality, resulting in even more reduced sales and so forth.
Impact of a Hybrid Workforce
Although companies encountered obstacles in delivering successful digital experiences (DEX) prior to the pandemic, the upsurge in hybrid work has brought about fresh issues mainly due to the limited control IT personnel have over remote work arrangements. This becomes more challenging when remote personnel are travelling and are required to switch between different locations like hotels, airports, and coffee shops.
Personnel in these situations may be inclined to seek self-reliant solutions, despite lacking direct access to IT assistance or other colleagues. Regrettably, this may result in additional technical problems for both the company and the individual.
Personnel anticipate an uninterrupted digital work experience, akin to their effortless personal use of technology. Requesting office supplies should be as easy as ordering a meal online, while customer support programs should be as user-friendly as popular social media platforms. In addition, the company’s internal network and information system should be as approachable as any current e-commerce platform.
Personnel gain from having internal access to assistance when confronted with issues. It is crucial to appoint a member of the IT team to fulfil this role and ensure that employees are aware of their identity and responsibilities, thus fostering a positive work milieu.
Improving DEX: Tips and Tricks
Although technology is not a panacea for all DEX predicaments, it can prove exceedingly beneficial in numerous situations. To facilitate success in your corporation’s DEX, kindly take into account the following factors:
Gain an internal perspective of the organization.To enhance DEX, it is crucial for management to pay heed to personnel’s opinions. Conducting surveys or interviews (or both) can supply valuable understanding into the difficulties that employees encounter and the factors impeding their effectiveness.
Provide self-help resources.Designate a section of the company intranet as an initial resource for team members to refer to when attempting to resolve issues.
Ensure availability of computer help desk services round-the-clock.Attend to employee inquiries or difficulties by providing IT experts at all times. To guarantee support for hybrid work environments where colleagues may be in disparate time zones, constant 24-hour assistance is vital.
Anticipate issues before they happen.In the event of personnel encountering technical difficulties, an approach in which IT takes the initiative to promptly locate a solution is vital. The IT team may utilise management tools to proactively send notifications upon detection of certain software issues or employee behaviours, preventing problems from arising.
Designate a single point of contact.Establishing a robust DEX is critical to personnel feeling their superiors are committed to their welfare and advancement. It is recommended to appoint an individual responsible for managing DEX and ensuring its successful implementation organization-wide. This person should also ensure that all staff members are informed of new initiatives.
Benefits of Effective DEX
Investing in DEX can potentially reap a multitude of benefits for enterprises in the long run. Staff members will be happier and more efficient in their job roles, providing them with additional time each week to contribute towards the organization’s goals. This has the potential to produce enhanced retention rates and lessen the expense and exertion involved in recruiting new personnel.
Heightened customer service quality may result in greater sales and revenue, a welcome advantage. Additionally, the IT team’s troubleshooting duties will be alleviated, enabling them to concentrate on creating even more streamlined processes.