Experience Management allows you to measure, analyze, and improve every interaction that people have with your organization. These people could be customers, vendors, suppliers, employees, or other stakeholders. Based on the interactions they have had, experience is how people perceive and feel about the company.
The experience can be measured using both quantitative and qualitative methods, such as surveys and analytics tools. Organizations can use experience management solutions to improve their company’s overall experience and achieve greater business results.
One of the most important aspects of experience management is employee experience management. Employee experiences vary widely across multiple touchpoints, including IT (Digital Employee Experience or DX), HR, security, and real estate. The increasing focus on employee experience over the past 18-24 months has resulted in an increase in the need for an individual in the organization to supervise these siloed experiences. Organizations are increasingly looking for Chief Experience Officers to do this.
What are the Benefits of Experience Management?
Organizations embark on an experience management journey to improve their business results. Happy customers will bring in more revenue and employees will be more productive and engaged. Gartner’s report on employee experience projects found that satisfied employees are 48% more likely than those who are not satisfied with their experience. They are also 89% more likely and 56% more likely, respectively, to achieve innovation goals. Experience management also offers additional benefits:
Also read: How to Improve Customer Experience on Your Website
Retention and recruitment of talent
Inquire about the role and general information about the company. Candidates today are looking for a business reputation and highly referencing social media sites like Glassdoor and Blind in order to better understand the culture and life of the company they are considering. Reliable employees will be more likely to become recruiters. Higher employee satisfaction also reduces turnover and aids in retention.
Employee engagement and productivity
Engaged employees who are satisfied with their work will also be more likely to do so. This directly affects motivation and productivity. High-performing employees have a positive impact on the bottom line.
Improve the business
Happy customers will return and spend more with the business, which directly impacts business financial results. There is a connection between customer experience and employee experience. Positive employee experiences will lead to better customer service and customer satisfaction.
Why is Experience Management important?
A few trends have made a significant impact on how we do business over the last few years, including:
The global pandemic has shifted our world to online/virtual
Many of our daily activities, including shopping, work, and communication, are now done virtually using technology. Technology allows us to do many of our daily activities virtually. A bad experience at work can lead to business loss. Employees who are frustrated by bad work experiences may decide to switch jobs. Customers who have difficulty accessing your website or finding the information they require will most likely look for alternatives.
Device and app proliferation
A constant increase in device models, OS versions, and apps has led to an increasingly complex environment for organizations to support. IT must support many different operating systems (OS) and devices across employees. App developers must ensure that the app runs on every device and OS in order to maintain and grow its customer base. So on.
The consumerization of everything
the expectation of flexibility, choice, and ease of use that began in consumer-originated technology has spread to other areas of our lives including work style preferences, flexibility, and flexibility.
Customers and employees expect to interact with the company in a multichannel, virtual way. They can do this from anywhere, at any time, from any device. Businesses must offer enhanced digital services and it will be more important to measure the end-users experiences with those services.
Also read: How to Improve Employee Efficiency
How does Experience Management work?
To manage experience, Organizations must be able to measure end-user experience and analyze and visualize data to gain insights. Troubleshoot issues and correct or remediate them when necessary, with automation if possible.
To measure the end-user experience effectively, organizations should be able to capture both qualitative and quantitative data. Quantitative is normally data collected by systems like:
- Endpoint management tools can capture information such as device health. User experience can be affected by factors such as how much memory is left on the device and what is the battery life status.
- App performance monitoring (APM), tools that record app crashes, hangs, and errors. You can measure the time it takes to complete a task, for example. These tools often monitor how users navigate the app. You can also provide additional information on the user experience within the app. For example, how easy it is for users to check out or where they usually drop off.
- Network monitoring tools track the performance, availability, and health of networks. There are many protocols that monitor network traffic.
Organizations that wish to manage user experience must not only collect quantitative data but also qualitative data. This is to help them understand the end-user sentiment and identify issues that may not have been noticed otherwise. This data can be captured using a variety of surveying tools.
Analyze and Visualize
Once data has been collected, organizations will need a way of analyzing and visualizing the data. Usually, this is done using dashboards or reports. Machine learning models are used by some tools to offer more detailed insights, such as experience scores or identifying when a particular KPI is out of the normal range. This allows organizations to gain visibility into their environment and make data-driven decisions.
Organizations should be proactive in identifying the root cause of any issue. This is often done manually, which can prove to be very time-consuming and sometimes require the involvement of the end user. Many times, the data can overwhelm. A more guided approach, based on past experience, may be helpful, for instance, in cases where the same issue occurred with another user. Administrators can also be given more context about the issue to speed up root cause analysis.
The organization will want to resolve the issue once it has been determined that the root cause is present. Sometimes, users can resolve the problem themselves without the need for intervention by the company. For example, a password reset. Organizations should aim to use automation and self-service workflows to reduce costs and improve user experience.
Advanced organizations would prefer to move from reactive issue detection to a proactive approach that allows them to identify problems before they are noticed by the end user or impact their experience. Advanced organizations will also offer self-service options to end users, which allows for greater flexibility and reduces costs.