Tag: Employee Experience (EX)

The future leaders in auto and equipment finance will be those who make strategic investments in digital transformation, platform modernisation and capability development to attract a new kind of customer and stay competitive in a rapidly evolving industry.

COVID-19 has turned into a global crisis, evolving at unprecedented speed and scale. Experts don’t know how long it will take to contain the virus so businesses are challenged with not only preparing for the short-term, but also developing new capabilities and ways of working that will seamlessly enable longer-term changes to how they operate.

The need for companies to put their people first has never been greater. The ‘experience’ organisations can now offer their employees – in terms of giving them access to the right digital technologies, applications, culture and support. They can now directly impact business growth and attracting and retaining talent.

Digital innovation is accelerating in South Africa - from call centres using chatbots and automatic transcription to improve customer service, to financial advisors harnessing machine learning and data analytics, rapidly matching client and solution, and emerging use cases of Internet of Things (IoT) sensors and AR/VR training in the mining and manufacturing sectors.  

Automation offers the supply chain significant advantages across efficiency, capability and reducing complexity. It can take on the tedium while opening up opportunity, and it can cut costs while allowing for improvements in deliverable and customer engagement. 

The future of work is dynamic and decentralised, technology is resetting the boundaries for how and where people work. Employees who are engaged in their work are more innovative and self-starting, research suggests, but 85% of workers globally are disengaged.

Customer Experience (CX) has become a global buzzword, since it was identified as a key opportunity for growth in any business. Research proves that customers no longer base loyalty primarily on price or product, instead they stay loyal to companies because of the experience they have with them.

2018 was a tough year for South African businesses. Many organisations have faced closing their doors or reinventing themselves in order to remain in business. Now more than ever, companies need to differentiate themselves, and the most viable way to do this is through reorganisation around customers and their needs.

There have been a number of buzzwords trending in the Human Resources space over the years all with the explicit outcome of holding onto employees and ensuring that your organisation is a cool place to work. In my time I have seen the buzzwords (and related strategies) progress from 'Retention' to 'Attraction and Retention' to 'Engagement' to 'Employee Value Proposition' (EVP) and now 'Employee Experience' (EX). But isn’t EX just another way of saying EVP? And isn’t that the same as Employee Engagement?