Customer Experience, Employee Experience and Innovation amid the Pandemic
As we wrap up 2020, many of us have a lot to be thankful for and have come to understand what truly matters. We have also seen some amazing examples of innovation and disruption amid the pandemic across customer and employee experiences.
Innovation has ranged from curbside pickup to contactless payment at restaurants and grocery stores to e-learning in schools. Some of the businesses that were able to adapt even thrived from the opportunities in these uncertain times.
The reality is, customer experience (CX) is not a standalone experience. CX and employee experience (EX) go hand in hand. Each customer engagement leads to adapting the employee engagement. With remote work, we transformed our day-to-day schedules and are finding balance across work and home priorities. One day at a time.
Let’s explore a few shifts in the dynamics of CX and EX today. Based on a recent study by McKinsey, 90% believe that the current crisis is an opportunity to “fundamentally change the way we do business over the next five years.” Time will tell if the new business model will continue to innovate and adapt.
Resilience and Stability
Every business has had to adapt to the changes in the environment today. We have seen new policies for the safety and protection of employees. These policies have led many businesses to work toward improving employee productivity and creating ways to engage with customers via video conferencing in cases when on-site meetings were the only option before. We have been tested to experience shifts in habits and behaviors at work and proved that resilience and stability go hand in hand to achieve unparalleled growth and success.
Happy employees help to create a happy workplace, which can translate into happy customers. As leaders, we have the privilege of taking care of our customers and employees together. We can help shape new policies to better prepare for the uncertainty ahead. CX and EX are in synergy, and if we have created safe environments for risk, then innovation can thrive across our teams and boost the confidence to explore unchartered paths ahead.
Employee Well-Being and Self-Care
Every organization should be challenging the norm and making efforts toward improving employee well-being and self-care. It’s easy for us to be driven by business key performance indicators (KPIs), but sometimes we need to pause and ask, “Why do we do what we do today?”
Knowing your “why” helps to discover your purpose and your roles at work. It’s what you aspire to and it should align with your everyday choices and decisions. As leaders, we have an opportunity to extend care to our teams. Whether you have unlimited vacation policies or not, consider encouraging your team members to take time off to rest and recharge.
Community and Belonging
Katy Tynan, Forrester analyst, recently shared her wisdom in “ The Equity Equation “ during The World Happiness Fest in November. Katy discussed how we can drive innovation with an inclusive culture and how more inclusion creates more innovation. When we pause and ask “why?” we are likely to get answers to solve any problem and become part of something much bigger than ourselves.
I am proud to be a part of The World Happiness Foundation’s mission of #10billionhappyby2050. I’ve learned from leaders around the world who have shared their wisdom and insights on how we can create a safe environment for our employees and customers to innovate and thrive together, and I am committed to creating this space for all voices to be heard.
The Total Experience
Gartner shared its 2021 strategic technology trends report and echoed the CX and EX synergies, taking it a step further. The total experience breaks down the business silos across multi-experience (MX), CX, EX and UX. This streamlines the end-to-end experience and provides a competitive differentiator and edge in a time of dynamic change and adaptability.
Organizations can adapt to the current challenges and identify new models of engagement across teams, businesses and partner ecosystems. As I’ve previously referenced, Simon Sinek has shared the value of an infinite game vs. a reactive competitive game. Customer lifetime value is essential for long-term sustainable success. We are players in an infinite game and need to redefine the metrics for a win-win approach with people, technology and innovation in mind.
Make Equanimity Your Golden Rule
We can’t control our co-workers’ actions but we can show it’s possible to do better by modeling calmness and extending equanimity and compassion. We need to find balance and peace in everything we do — in being customer-first and employee-first, working toward a people-first mindset.
Innovation in customer experience and employee experience has opened new doors for creative thinking and challenging the norm. How we work and how we connect with our customers is all about finding a new path on the road to equanimity and compassion. When great minds come together, anything is possible. All we need is empathy and a shared understanding. The world and our economy are more united in ways we cannot imagine, and it’s up to us to embrace the similarities vs. the differences.
As we step into 2021, let’s explore innovative ways of asking the “why,” and find new engagement models across customer and employee experiences. Both CX and EX models need to evolve and transform to serve our customers of the future.
Originally published at https://www.forbes.com.