A simple definition of an Experience Economy is that businesses must orchestrate memorable events for both their customers and their employees. In other words, the “experience” itself becomes the value proposition not just the product/service consumed by customers or the remuneration package of the employee.
In fact, the notion of Experience goes on to emphasize that satisfying the Employee Experience (EX) will ultimately lead to a desirable Customer Experience (CX) which, in turn will ensure the success of any organization in the Experience Economy. In addition, if EX does not equal CX the executives of the organization will need to re-invent the organization’s culture.
CX applications have for the most part met the desired satisfaction expected by consumers. CX applications are seamless, requiring a single log-in and offers the user a variety of functions and tools in a single pain of glass, which are all interlinked facilitating a seamless consumer engagement with the organization in an extremely effective and efficient manner. However, unfortunately, the same cannot be said for the employee.
With the forced “Work at Home” environment brought on by the CoVid 19 pandemic, the digital noise created by organizations in an attempt to enable employee engagement with the organization - remotely - has proven, in most cases, to be counterproductive and most definitely does not meet the desired user experience employees require in order to be productive and feel that they are offering value to the organization.
Citrix - in a recent webinar with Bright Talk - part one - Experienced Economy suggests "the challengers facing industries in dealing with the New Working Norm and offer valuable insights as to how to devise solutions using advanced technologies in achieving a satisfactory EX."
To get employees to embrace the EX the following will need to be taken into consideration: