THE EXPERIENCE ECONOMY - REMOTE ACCESS A NICE TO HAVE OR A PRIORITY - PART TWO

The second installment of the series about Employee Experience EX is focused on the concept of remote access and the work from home working environment.

Employee Experience (EX) is defined as a set of psycho-cognitive sentiments about the experiential benefits of employment. Employee experience is formed when an employee interacts with careers’ elements (e.g., firms, supervisors, coworkers, customer, environment, etc.) that affect their cognition and attitudes and leads to their particular behaviors, related to their job and company. 

In fact, the notion of Experience goes on to emphasize that satisfying the Employee experience will ultimately lead to a desirable Customer Experience, which intern will ensure the success of any organization in the Experience Economy. In addition, if EX does not equal CX then the organizational culture will need to be relooked at, for example performance management cannot only be based on numbers but also a measurement of employee value they bring to the company. 

Customer Experience (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 allowing the consumer to engage 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 to enable employees to engage with the organization - remotely - have proven in most cases, to be counterproductive and most definitely do not meet the desired user experience employees require to be productive and feel that they are offering value to the organization. 

Part two of a webinar series hosted by Citrix and Bright Talk, offers important insights in the creation of a successful plan to migrate to a remote working environment. It is also important to point out that companies that have implemented remote access and have embraced remote work as the norm are reaping massive benefits in cost savings, employee productivity and client engagement. In summary the panel of experts cover a variety of topics which include the components required to successfully develop a New Norm working environment strategy: 

• The components of EX which includes productivity and engagement.
• The need to bring the CX in house and to be used as a guideline for EX. In other words, to reduce the digital noise employees are being bombarded with.
• EX to be spearheaded by HR and top management rather than the IT Department.
• Training – the need to offer comprehensive training for new technologies.
• The New Working Norm is here to stay, and remote working is going to be the standard rather than the exception. Germany has table a draft law, the Mobile Work Act that aims to allow 'home office' or working from home when appropriate even after the pandemic ends.
• Employee wellbeing needs to be at the forefront of all organizational strategic planning for the future.
• The type of technologies that are available and the importance of keeping the process as simple as possible, such as a single sign on, the use of micro applications where the sum of the parts makes the whole, the benefits of transformation to the Cloud and the Zero Trust Security protocols in safeguarding organizations network.