There has been a massive transformation in the way companies work with their customers compared to the last decade. Digital services have assisted customer service and self-service to whole new levels, from banking and shopping to ride-sharing and food delivery. With just a smartphone in hand, consumers can experience far more improved services than ever, at rest or on the go. These things have got more attention with increasingly sophisticated e-commerce and logistics systems, customer relationship management systems and marketing analytics.
Global leaders in online sales and services are now using significant resources to make the digital experiences of their customers seamless and more enjoyable. The effects on the workplace are amplified as the integration between customer-oriented and internal systems deepens and more processes gradually moving to the cloud or become automated.
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The employee becomes an internal customer as companies strive to develop fast, lean, and resilient integrated systems. A company’s digital experience for its employees should be as carefully managed and optimized as it is for the external customers. Privacy, security, accessibility, and accommodation must be taken into account for different levels of digital skills that depend on age, education, and experience.
The unification of distributed offices, remote, and field workforce, a collaboration between teams and immediate access to tools and resources and especially for digitally skilled employees opens up a whole new world of opportunities. Many of the modern companies that have moved significant cloud operations are already to some extent running a digital workplace. A vision is essential to make the most of the latest integrated communication and collaboration platforms, mobile technology, agile tools, and flexible working schedules and spaces.
It’s essential to have a forward-looking plan, an objective, and policy framework and a method for assessing improvements in performance and efficiency. The productivity gains undertaken by a digital workplace may not materialize without structure, and the growing capacity of solutions and people will not be fully exploited. Successful digital workplaces must be flexible enough to integrate the next big idea or tool for a game-changing experience.