Companies have historically relied on tools that warn IT teams when their digital systems are experiencing glitches or attacks. But in an age where consumer loyalty is fickle and hybrid workers' Digital Employee Experience (DEX) is paramount for productivity, companies cannot afford to retroactively deal with IT failures that slow down employee productivity.
What if, instead, companies considered proactive solutions to their digital experience that provided greater visibility into the potential pitfalls of their IT systems? Rather than reactively dealing with the aftermath of digital downfalls, companies can take matters into their own hands by assessing how their employees are reacting to the applications in play.
With 74% of Millennial and GenZ workers taking over the workforce, employees have an increased expectation on the efficiency of their digital work experience. The digital landscape is quickly evolving, and companies have to keep up if they want to deliver a digital experience that improves employee productivity, customer experience, and business performance. Below are three ways that real-time employee feedback allows for greater IT effectiveness, uncovers what's working well, and flags potential pitfalls.
Creating Tailored Solutions for Employee Feedback Helps Proactively Improve a Company's Digital Experience
Tailored surveys that span across devices and locations can provide companies with targeted areas of IT optimization and improvement. Companies need to also consider an employee's digital buy-in and how that affects productivity and retention. Employee buy-in is a key component for successful digital transformation within a company.
By implementing real-time feedback that pairs qualitative telemetry with contextual user data, companies can gain a more accurate assessment of how their applications are performing and where they can improve. Prioritizing real-time feedback ultimately leads to a better employee experience, customer satisfaction, and optimal business outcomes.
Integrating Real-Time Employee Feedback Tools Like XLAs Aid in Employee Digital Buy-in
Implementing experience-level agreements (XLA) that integrate both employee and customer insights can help companies assess users' levels of satisfaction and identify trends. XLAs add significant value to companies by providing insight into the employee digital experience through quantitative feedback and qualitative metrics.
The key differentiator between a traditional SLA (service level agreement) and an XLA is that XLAs not only provide transactional metrics of a department but also provide IT and LOB leaders with metrics on the level of satisfaction and preferences users have with a given application. Additionally, XLAs help business leaders analyze trends in the context of their overall processes and provide guidance on improving policies, prioritizing investments and identifying skills gaps.
Optimizing the Employee Digital Experience Will Lead to Better Business Outcomes
Companies need to first assess their business goals, particularly around customer success, and then determine how a stronger employee digital experience is helping or hurting their bottom line. Companies must consider how to practically integrate real-time employee feedback that helps them gain visibility into the employee digital experience and proactively address potential IT problems and solutions.
Proactive engagement with employees allows greater insight into digital acceptance and overall satisfaction with the IT experience. Furthermore, knowing how the day-to-day operations of the digital experience are affecting employees allows companies to know where to improve their IT systems and applications. What companies must understand is that placing a high value on digital visibility and employee success is critical to retaining top talent.
The Way Forward
As companies seek to implement actionable steps toward real-time feedback, they will begin to improve employee satisfaction and productivity that leads to optimal business success. Additionally, providing tailored solutions for employee feedback serves to create a more positive and streamlined experience for their employees. When employees are happy, companies realize increased customer success, and this combination is key to yielding positive business outcomes for companies both now and in the future.