Con sul tareConsultare means "Experts to consult" on Customer Digital Strategy, Operational efficiency, and Digital Workplace Transformation.Explore More
CRM DIGITALCRM Mastermind Design, Digital strategy, Implementation, and Professional Services
CUSTOMER EXPERIENCEWorld's first "CX and Digital" Fusion of technologies and transformation services
EMPLOYEE EXPERIENCEHR Technologies, Digital WorkPlace Programs, Talent Management, and EX Strategy
EVERYTHING EXPERIENCEThe Hyper Automation, DevOps, and Low-Code No-Code Technologies
KEY PARTNERSExperience Partnerships (PX) with leading brands offering software/platforms
About CRM DigitalDigital CRM Applications — Sales, Service, Marketing, and Commerce
CLOUD & IT INFRASTRUCTUREVirtuos invests in TEKCORP — Cloud Mastermind & IT Infrastructure Specialist.
VIRTUOS NEXORAMANexorama is our new model for innovating and diversifying into new areas.
ABOUT GIFTCART.COMWith huge strengths in technology, experience design, strong commitment and insight to make Giftcart.com a leading name in e-gifting globally, the team has put together some of the industry's first and unique propositions such as Personality based gifting, Gift Wizard, Gift Registry, Wish list, Event Butler, Advanced Search and more. Visit www.giftcart.com
ABOUT INDIC.COMIndic is a company that has digital experience platforms to serve a broad range of audiences with consistent, secure and personalized access to products, services, and experiences across many digital touchpoints.
Indic has a portfolio of brands in stealth mode. For more information visit www.indic.com
ABOUT SWEVEN DIGITALSweven is a brand new company with 1000+ Man years of CRM and Customer Experience Proficiency. Sweven branched out to craft a new story of Sweveners — The dreamers and doers operating in the US$1 Trillion Salesforce Economy. Sweven is headquartered in San Francisco with operations and delivery centers in India and fast expanding into other regions. For more information visit www.sweven.com
ABOUT TEKCORPTekcorp offers complete Cloud Transformation Journeys for the customers along with IT Infrastructure Services such as Networking, Storage, Security, and Trust Management across Industry verticals. Tekcorp also operates Technology Division in alliance with leading partners. For more information visit www.tekcorp.com
Com pa nyCompany with a team that has the explicit mission to change the world — big change, big objectives, a brand-new system never done before.Explore More
ABOUT VIRTUOSThe birth of an idea that stretches the Virtuosos and the customer
OUR BUSINESSThe anatomy of modern business at Virtuos — Consulting to Digital Business
CUSTOMER SUCCESSCustomer success stories, case studies, insights, and resources
CAREERSExplore an enriching and rewarding career in sales, marketing, engineering, etc.
NEWS AND EVENTSSign up for the latest news, press releases, Xonomy events, and webinars
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
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 forflexibility 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 effortclearly in order to achieve organizational goals definitely and (2) feels the organization enables employees to do their bestwork 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 andoverall work environment. It’s a win-win for employees, and stakeholders .
Engagement Hinges on Five Key Factors
1
Job Understanding
2
Relationship with direct supervisor and manager
3
Perception of senior Leadership
4
Opportunities for career growth and develpment
5
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
x
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.
