Reshaping employee and customer experiences
2022 was filled with both highs and lows. From rising consumer and employee expectations to the promise of a new normal following a pandemic to a worsening economy, the year 2022 has presented everyone with anticipated and unanticipated obstacles. As a result, companies will emphasize and continue to invest in digital transformation in 2023. Rising operational expenses will fuel the expansion of artificial intelligence AI and digital automation for employee and consumer satisfaction.
As consumer expectations and demands increase, organisations will attempt to orchestrate experiences with greater consistency. However, realising the importance of empowering employees in the current business scenario, organisations will also place employee experience at the centre of CX strategy and corporate objectives.
The days when a one-size-fits-all customer experience could help a business succeed in the marketplace are over. Customers believe that a firm is only as excellent as its service as their product offerings.
AI will enhance the coordination of customer journeys, leading to a culture shift toward empathy. Using advanced, AI-driven systems of listening, understanding, predicting, acting, and learning, businesses will choreograph customer journeys across marketing, sales, and service to create unified, empathetic experiences at scale.
In addition, businesses will move toward cloud platforms that enable real-time assembly and orchestration of individual customer and employee experience capabilities across four major building blocks: product, marketplace, ecosystem, and development, in order to keep up with the rapid pace of change and use CX for competitive differentiation.
Success in the experience economy necessitates a people-centric and agile approach to technology that takes into account both customers and employees. To engage modern teams, it is time for a new perspective on employee experience. In 2023, an increasing number of businesses will understand that enhancing their agent labour force with the appropriate AI technologies and digital automation will prove to be a good investment, not only for CX, but also for staff engagement and the whole employee experience.
Instead of merely automating more service contacts, businesses will employ AI to improve the human elements of both self-service and agent-assisted experiences. This will enable them to provide enhanced customer happiness, agent empowerment, and a positive return on investment.
Overall, company resilience in 2023 will be determined by two main factors: using advanced analytics and AI-powered orchestration to reshape the employee and customer experience and leveraging transformative technology to deliver unprecedented simplicity, efficiency, and agility, and this cannot happen without the power of Cloud computing and the reinvention of traditional IT structures.
Organisations in the Middle East are reinventing customer experiences by adopting Cloud technologies to be competitive and agile for their customer offerings, and Genesys is committed to becoming a partner in their digital transformation initiatives. Cloud born platforms bring flexibility and modernisation to digital infrastructures and allow businesses to create interactive and innovative customer experiences, thereby improving loyalty and enhancing performance.
Key takeaways
- The days when a one-size-fits-all customer experience could help a business succeed in the marketplace are over.
- Customers believe that a firm is only as excellent as its service as their product offerings.
- AI will enhance the coordination of customer journeys, leading to a culture shift toward empathy.
- Businesses will move toward cloud platforms that enable real-time assembly and orchestration of individual customer and employee experience capabilities.
- Success in the experience economy necessitates a people-centric and agile approach to technology that takes into account both customers and employees.
