FEATURE
ArcelorMittal can extract valuable data from raw materials in the manufacturing process to again drive efficiencies .
These operational experience improvements help improve CX and EX . Your organisation operates better , making workers more productive . And your better-performing organisation and more productive employees can drive an enhanced CX for your customers .
Digital key to unlocking experience value
Sahem Azzam , VP Middle East & Africa , Orange Business
Focus on operational experience
Now the next part of the experience jigsaw is attracting attention : operational experience ( OX ). It ensures that the digital solutions serving customers and employees are working optimally . This creates a productive , efficient and harmonious organisation with engaged loyal customers and a happy , motivated and productive workforce .
OX refers to all the vital things behind the scenes in your organisation to drive great CX and make enhanced EX possible . OX is about improving service management , ensuring your infrastructure is working properly , cutting downtime in manufacturing systems , indeed any area where technology can be used to make your operating processes and practices more efficient and more enabling by extension .
In practical terms , this could mean bringing 5G to support augmented maintenance and autonomous vehicles , as Orange has done with multinational steelmaker , ArcelorMittal . The company wanted to ramp up steel production and drive efficiency gains , in line with its ESG strategy and circular economy goals .
5G next-generation mobile connectivity enabled the company to implement remote maintenance , driving greatly reduced production downtime . Autonomous road and rail vehicles will generate massive productivity gains . And thanks to 5G , IoT sensors and edge-enabled Machine Learning ,
Orange Business has recognised the relationship between CX , EX and OX , and how Digital Transformation can best power them . All three of them rely on trusted data and using that data to create positive outcomes . Gathering , transporting , storing and securing your data in order to exploit it requires next-generation digital infrastructure and a platform that empowers you . This is where Orange Evolution Platform comes in , which combines cloud , connectivity , security and digital integration to help companies turn digital complexity into disruptive opportunities .
Next , analytics and AI tools can be applied to data , enabling you to reinvent how you look at your business , how to identify areas for improvement and empowering you to make better-informed decisions , faster . For example , data from your manufacturing facility can be used to reduce production downtime and get your products to market faster and more costeffectively . That ’ s OX . Your employees in that example benefit from a smoother job experience and greater productivity , which is EX . And the result is your customers get a better experience thanks to enhanced production and output from your organisation .
CX , EX and OX pave the way to TX
Combining CX , EX and OX activities and processes aligns with what Gartner calls total experience ( TX ), a strategy that uses technology to combine myriad touchpoints and devices . Combining these experiences and having them benefit one another makes your organisation better equipped to drive the business outcomes you want .
That might be prioritising customer satisfaction , creating a healthy , productive working environment , improving the quality of your products and services or growing brand loyalty . Focusing on a symbiotic relationship between
42 www . intelligentcxo . com