A prevailing trend we see is the shift towards an "experience economy", where digital businesses must consistently deliver an exceptional customer experience across different channels to keep customers engaged.
Employees have started carrying the same expectations when it comes to their workplace experiences. This means workplace technologies must constantly evolve to empower employees to innovate and become more productive.
Within the organization, CenturyLink is stepping up various transformation initiatives to elevate our customer and employee experience1. These include Robotics Process Automation (RPA) projects to automate mundane tasks and improve employee efficiency, as well as AI-enabled chatbots to improve customer experience and problem resolution.
Let’s examine the key factors which shape how digital businesses are taking customer and employee experience to the next level.
Trailblazers across various industries have been tapping on applications, fuelled by data, to deliver an enriched, more personalized experience for today’s digitally engaged, always-connected customers.
Applications have become the primary touchpoint across the customer journey — the dominant interface between digital businesses and their customers. As such, strong application delivery capabilities are required to keep pace with rising customer expectations and ensure new, innovative business services can be rolled out in a timely fashion.
To achieve greater job satisfaction, employees are increasingly seeking differentiated, digitally-empowered work experiences — on par with how they are engaged through digital channels in the products and services they consume on an everyday basis.
This trend plays out when attracting and retaining talent, where organizations increasingly have to anticipate their employees’ needs in terms of positive workplace experience. A 2017 survey conducted by Deloitte found that 79% of executives rate employee experience as important or very important to them and their companies, ahead of other factors like leadership and performance management3.
In their next phase of transformation, digital businesses will increasingly look to adopt new technology tools and applications to keep up with customer and workplace demands.
Having a secure and reliable IT infrastructure that can provide the network performance, bandwidth, and cloud capacity to support next-generation technologies is critical. Achieving these transformative objectives boils down to having the greater IT agility, adaptive networking and security foundations to enhance every aspect of the customer and employee experience.
Data breaches can be detrimental in terms of lost productivity, the erosion of customer trust, and negative customer experiences. Distributed Denial of Service (DDoS) attacks, for example, can disrupt the use of business-critical services, causing frustration among those affected.
Cybersecurity risks are ever-growing in scale and complexity. According to the CenturyLink 2019 Threat report, the focus on digital innovation is pushing the world towards a “new era of unprecedented cyber threats and risks”. Enterprises can adopt multi-layered security measures to better arm themselves against emerging threats, thus building a positive experience for end-use customers and employees.
1 CenturyLink, Customer and Employee Experience Story, Sep 2019
2 BBVA, BBVA and Google Cloud develop an AI model to improve the prediction of expenses and revenues, 2018
3 Deloitte, Deloitte Global Human Capital Trends, 2017
4 Mercer, Global Talent Trends study, 2019
5 Forrester, The Business Benefits of Improved IT Agility, Mar 2019
6 Network World, WAN Transformation: Real-World Experience and Advice from IT Leaders, April 2019
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