In this era of digital disruption, attracting and retaining customers through enhanced Customer Experience (CX) practices are top of mind with corporate leadership. But what about Employee Experience (EX)? Higher employee satisfaction certainly results in a motivated and efficient workforce, which directly impacts the quality of customer experience. The key to achieve this impact is to look at enhancing the experience of all employees including those in customer-facing roles as well as those in middle- and back-office functions (Ex: HR, IT, Finance), as these roles are just as important to the customer experience lifecycle.

So how do enterprises drive better organization-wide employee engagement? We believe it is necessary to take a digital approach to enhance EX. The technologies most relevant for this changing dynamic involve the combined power of analytics, automation, and conversational interfaces with Artificial Intelligence (AI).

This viewpoint examines how enterprises can drive maximum value when they bring together these discreet technologies to enhance EX.

Drawing insights from Everest Group’s extensive research as well as recent discussions with service providers and enterprises, this study answers the following key questions:

• What factors are driving the adoption of analytics, automation, conversational interfaces, and AI to disrupt and improve existing EX?
• What are the benefits for enterprises that leverage these technologies individually to enhance the EX?
• Further, how can enterprises combine these discreet technologies to derive significantly improved business outcomes?
• What are the key business goals that enterprises want to achieve with their EX efforts?
• What are the key factors that enterprises need to consider to enable smooth deployment of these technologies across their internal processes?

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Human Resources Outsourcing (HRO)

Service Optimization Technologies (SOT)