Impact of digital workplace transformation on customer experience
According to the latest State of the Sector 2023 report, at the top of the list of planned changes in organizations is the implementation of new digital tools. These declarations are hardly surprising, as digital workplace transformation has a wide-ranging impact on the employee experience, which in turn translates into the customer experience. In what ways exactly?
- The different dimensions of digital transformation
- Impact of digital workplace transformation on customer experience
- How does Workai support digital workplace transformation?
The different dimensions of digital transformation
In recent years, digital transformation has extended to most internal and external business processes of many organizations. Companies have based their strategy for building competitive advantage on it, as evidenced by the EY 2022 CEO Outlook Survey, but have also treated it as a necessity, adapting themselves to customer expectations. As expected, it turned out that the implementation of new digital technologies brings concrete value to the business. Companies are more willing to invest in digitization and process automation, as they have an impact on customer satisfaction. Digital employee experience is also becoming increasingly important. How does internal digital workplace transformation affect customer experience?
Impact of digital workplace transformation on customer experience
Broadly defined, digital workplace transformation means the use of a variety of digital channels and tools by both customers and employees. Digital workplace transformation revolves around tools dedicated to employees so they can do their jobs faster and more efficiently. These are primarily employee experience platforms (high-tech intranets, often using AI technology), mobile applications, chatbots, customer portals, etc. Employee use of such tools has an impact on positive customers on at least several levels:
#1. The same access to knowledge for all employees and therefore customers – regardless of their position, all employees have access to the same range of knowledge. Until now, the most disadvantaged have been frontline employees, who do not usually have constant access to desktop computers. Digital workplace transformation has enabled them to access knowledge from mobile devices, which speeds up and improves the quality of customer service processes.
#2. speed of access to knowledge – modern technologies enable faster access to information, through the use of AI, tagging, or chat technologies in search engines. As a result, answers to questions asked by customers reach them faster than ever.
#3. automation of internal processes – onboarding, L&D processes, information flow, or internal communication, i.e., all internal processes, are an important part of an employee’s journey through the organization. Their quality determines the level of engagement and motivation, which in turn translates into the quality of customer service.
#4. Advanced data analytics – digital workplace transformation provides an opportunity to observe and analyze the effectiveness of internal processes. Making changes and improvements on an ongoing basis and collecting feedback from employees boosts morale and, once again, engagement.
#5 Consistent and regular internal communication – consistent and widespread access to internal communication tools facilitates and reinforces messages about strategic goals, plans, and results, which builds in employees a sense of meaning from their work.
Digital workplace transformation can provide employees and customers with a unique personalized journey, meeting their needs and expectations. Whether we want it or not, the digital world is our “second reality,” and companies can’t ignore it, because every element of it affects the bottom line.
How does Workai support digital workplace transformation?
Workai not only offers comprehensive solutions for internal communications but also supports the streamlining of workflow processes. With Workai Knowledge, you gain quick access to internal knowledge, and the ability to use the employee app makes it possible to use resources even while serving customers. Manage tasks faster and serve customers professionally with personalized corporate information and procedures!