FEATURE
Preparing your business for the future isn ’ t simple . The world continues to throw disruptions at enterprises , and uncertainty remains around key issues of health , economics , the environment and geopolitics . A focus on experiences can help make your company more successful than your competitors , and customer experience ( CX ) and employee experience ( EX ) have become strategic priorities . Your next focus should be on operational experience ( OX ).
A few years ago , Gartner predicted that CX would become the definitive differentiator between companies by 2021 . And today customer-centric companies are 60 % more profitable than less customer-focused rivals .
Customer experience and employee experience have become strategic priorities for companies . Sahem Azzam , VP Middle East and Africa , Orange Business , believes that the next focus should be on operational experience ( OX ). He explains how OX ensures that the digital solutions serving customers and employees are working optimally .
But it ’ s not just CX that is a priority . During the disruption of the past couple of years , companies had to manage entire workforces remotely . This prompted a focus on another kind of experience , that of the employee , so EX became a new strategic focal point . What became clear was that EX and CX are inextricably linked : each drives the other to greater success .
As Digital Transformation initiatives accelerated in recent years , companies ’ main business objectives shifted to enhancing CX ( 58 %) and improving employee productivity ( 57 %), according to Gartner ’ s Digital Business Acceleration Survey 2021 . What the smarter companies have done is meld the two , recognising that a combined experience strategy can deliver much greater results and business outcomes .
ALL ABOUT EXPERIENCE : WHY ENHANCED CX AND EX NEED OX
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