Three Critical Experiences to Transform Your Organization

Three Critical Experiences to Transform Your OrganizationCustomer, Workplace, and Employee ExperienceAnd we’ll remember that it happened almost overnight.Contents

Introduction

In 5-, 10- or 50-years’ time, 2020 will be remembered as the year that changed everything – not only have customers’ expectations changed but the fundamentals of where, when, how, and even why we work have experienced an enormous seismic shift.

And we’ll remember that it happened almost overnight.

Quite literally.

There has been no script for reacting to a global pandemic. No playbook for how to cope with deserted offices, remote working employees and their work-life balance, and customers that still require the very highest levels of service and care.

There’s also no textbook for what comes next. The so-called “New Normal.”

There are, however, learnings and insights that can prepare us. Working with more than 15,000 customers – and as many technology partners – gives SHI unique insight into not only what organizations have done to meet the needs of employees and customers, but also what they need to do next.

We’ve used this insight to help guide your focus on the three experiences that matter most:

Customer Experience (CX)
Workplace Experience (WX)
Employee Experience (EX)

The stakes are incredibly high.

Get these three experiences right, and your organization will be on the path to success. Get them wrong and it won’t matter how good your products are, or how ground-breaking your services might be.

Despite the lack of a script, it’s time to re-imagine the workplace, with a little help from the experts at SHI.