There’s a new X in town. WX – Workplace experience
Customer experience (CX) and employee experience (EX) have been around for a while as drivers of competitive advantage. But leaders across the entire organization need to take a joint look at the bigger picture. Creating sustainable business value requires a much broader approach across technology, operations, culture and employee experience. This is what workplace experience (WX) is all about.
A great WX is no longer a nice to have, it’s a must have. According to Gartner,1 “by 2020, the greatest source of competitive advantage for 30% of organizations will come from the workforce’s ability to creatively exploit digital technologies.”
How to Market and Sell Digital Workplace Solutions
Transformation is required in three areas:
What keeps you up at night?
Are you looking to drive long-term growth, open up new sources of revenue or spark innovation? A modern workplace is the key
“With the digital workplace … we will reinvent productivity, enhance the customer experience, speed innovation and build competitive advantage.”
There’s a new X in town
WX – Workplace experience
Customer experience (CX) and employee experience (EX) have been around for a while as drivers of competitive advantage. But leaders across the entire organization need to take a joint look at the bigger picture. Creating sustainable business value requires a much broader approach across technology, operations, culture and employee experience. This is what workplace experience (WX) is all about.
A great WX is no longer a nice to have, it is a must have. According to Gartner1, “by 2020, the greatest source of competitive advantage for 30% of organizations will come from the workforce’s ability to creatively exploit digital technologies.”
What once was an IT initiative is now a business-wide initiative enabled by IT. So, CHROs, COOs, CIOs and other business unit leaders … it’s time to join forces and redefine your workplace value equation.
Empowered x Engaged = Unstoppable
Empowering people with the right technologies and engaging them with a great experience leads to unstoppable value for the business through increased cost efficiency, productivity and growth.
Research by MIT Sloan Center of Information Systems Research (CISR) demonstrates that companies that score in the top 25% of employee experience achieve2:
- Double the customer satisfaction (industry-adjusted Net Promoter Score, NPS)
- Twice the innovation in terms of percent of revenues from new products and services
- 25% greater profitability compared to competitors
Treat your people like they’re customers
It’s not new to say a great customer experience (CX) is a competitive differentiator. So why has it taken us so long to realize the same is true for our employees?
A great employee experience is no longer a luxury, it is a must-have in order to drive sustainable competitive advantage. But it’s about much more than just technology. It’s also about transforming the whole workplace experience (WX). In addition to modern workplace platforms, it encompasses business operations, culture and the employee experience.
“In the past, social media meant that passengers were often better informed of the status of their journey than staff. Now, all RET employees can remain completely up to date — whether on the bus, tram or metro train.”
EX + CX = competitive advantage
Customer experience (CX) and employee experience (EX) are two halves of the same virtuous circle. Applying the principles of customer-centricity to your employees will create a more relevant EX. And in turn, this can help boost productivity, cost efficiency, business growth and value creation.
Research from the Center for Information Systems Research (CISR) at MIT Sloan School of Management shows that firms with the best EX achieve business benefits, including*:
- Double the customer satisfaction
- Twice the innovation
- 25% greater profitability compared to competitors
Next steps
The current global disruption requires you to make changes – quickly. Fpzsgroup combines the business strategy, agile innovation and deep Microsoft technology expertise to help you rethink, so you can transform faster and smarter.
