Virtuos Digital focusing on a new mission — EX and CX in Unison

EMPLOYEE EXPERIENCE AS A KEY STRATEGY
FOR CUSTOMER EXPERIENCE (CX)

EX and CX are not parallel but integrated together to deliver superior brand trust and brand experience. It’s important to recognize key digital worker personas protecting the diversity, harmony and symphony in the Digital Workplace.

Key Issues:

Refresher on Customer Experience
How Does Employee Experience Impact Customer Experience
Steps to Improve Employee Experience
Technologies for Enhanced Employee Experiences

KEY DIGITAL WORKER PERSONAS

We distinguish five types — segments — of digital worker, based on combinations of their career stage, demographics and attitude toward technology and the people who manage them.

Engineers

Technology elite, confident in digital skills
Use "latest and greatest"
In tune with the organization's digital strategy
Prefer work-provided technologies

Maverick

Look for flexibility in working with technology
Keen users of technology
Most likely to use apps their organizations did not approve

Pilots

Works with new apps
Stretch digital skills
Use both company provided and personal apps

Caretakers

Least usage and confident with technology
Less likely to use technology not provided by their organization
Access toless up-to-date work technology
Less productive

Navigators

Technology proficient
Mostly use "traditional" technology
Digital skills are highly valued
Less productive outside the office

Without Great Employee Experience, You Can Forget Great Customer Experience

Meaning of CX and EX and The interdependence has changed after COVID-19

The Causal Theory So far…..

Enhance Operational Performance

Improve Customer Experience

Increase Employee Engagement

Enhancing Employee Engagement Will Improve Operational Performance

Watermark Consulting
Stock performance comparison, 1997 to 2014

Does Employee Engagement Matter for CX?

Impact of employee engagement on customer experience
(versus other factors)

Enhancing Employee Engagement Will Improve the Customer Experience

Invest in Employee Experience

Amount by which companies that invest in employees Outperform those that don’t

Look Beyond Engagement to Employee Experience (EX)

Definition

Employee Engagement as the extent to which: (1) a worker is willing to apply discretionary effort clearly in order to achieve organizational goals and (2) feels the organization enables employees to do their best work all the time.

Definition

Employee Experience as the employee’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with their employer’s customers, partners, leaders, teams, processes, policies, tools, and overall work environment. It’s a win-win for employees, and stakeholders .

Engagement Hinges on Five Key Factors

Job Understanding

Relationship with direct supervisor and manager

Perception of senior Leadership

Opportunities for career growth and develpment

Work conditions

3 levels of EX
Relationship:

Employee replationship with a company over time
Milestone journey:

Journeys at job-specific or personal milestones
Daily work touchpoint:

Frequent interactions with colleagues, processes, and technology

3 types of metrics
Perceptions:

Do employees feel empowered, inspired, and enabled?
Interactions:

Characteristics of experiences (e.g. time in meetings)
Outcomes:

What employees do as a result (e.g. quit)

Where to Invest in Employee Experience

“We want to create an experience that reminds employees of their consumer experiences. We want it to be described as easy, personalized, seamless, consistent, empowering — and in other similar ways.”
CHRO, Professional Services

What Is Employee Journey Mapping

Similar concept to customer journey mapping
Step-by-step documentation of how employees actually engage
Multiple scales — from high-end employee life cycle to “day in the life of an employee” and task execution
Tied to roles and personas
Reality rather than aspirations
An employee journey is an employee-facing process from the employee’s+ customer’s perspective

The Changing Relationship Between
Employees and Technology in the Workplace

Technology-literate humans

Reactive experiences Driven by technological constraints

Human-literate technologies

Proactive experiences from learned preferences, movement andemotion Personalized and socially aware

The Changing Relationship Between
Employees and Customers in the Business Environment

Experience-literate humans

Proactive experiences
Driven by OQ (IQ + EQ = XQ >>>OQ)

Outcome-Focused Customers

Active expectations from improved, differentiated deliverables
Personalized and customer driven

PRESENTING RADICAL WORK NUCLEUS

Post COVID environment caused significant shifts in EX and CX unification. Radical Work Nucleus Creates Opportunities for IT and HR to Focus on Micro-Culture Advancements.

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EX and CX in Unison

EMPLOYEE EXPERIENCE AS A KEY STRATEGY FOR CUSTOMER EXPERIENCE (CX)

Key Issues:

KEY DIGITAL WORKER PERSONAS

Engineers

Maverick

Pilots

Caretakers

Navigators

Without Great Employee Experience, You Can Forget Great Customer Experience

The Causal Theory So far…..

Enhance Operational Performance

Improve Customer Experience

Increase Employee Engagement

Does Employee Engagement Matter for CX?

Impact of employee engagement on customer experience (versus other factors)

Enhancing Employee Engagement Will Improve the Customer Experience

Invest in Employee Experience

Look Beyond Engagement to Employee Experience (EX)

Definition

Definition

Engagement Hinges on Five Key Factors

Where to Invest in Employee Experience

What Is Employee Journey Mapping

The Changing Relationship Between Employees and Technology in the Workplace

Technology-literate humans

Human-literate technologies

The Changing Relationship Between Employees and Customers in the Business Environment

Experience-literate humans

Outcome-Focused Customers

PRESENTING RADICAL WORK NUCLEUS

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EMPLOYEE EXPERIENCE AS A KEY STRATEGY
FOR CUSTOMER EXPERIENCE (CX)

Impact of employee engagement on customer experience
(versus other factors)

The Changing Relationship Between
Employees and Technology in the Workplace

The Changing Relationship Between
Employees and Customers in the Business Environment