Digital experiences increasingly are the primary way customers interact with companies and employees interact with employers. To keep up, companies are boosting investments to make such experiences seamless. That’s one of several takeaways from a new survey of 1,000 C-level executives by ServiceNow and ThoughtLab.
Surveyed execs said they are creating better, smarter ways to interact with customers and employees, such as delivering great service during “moments that matter”—key points in the customer and employee relationship—and deploying more effective and capable AI-powered chatbots and other tech.
In an interview with Workflow, leading tech and management researcher and ThoughtLab founder Lou Celi discussed the significant progress companies have made digitizing customer and employee experience (CX and EX) and other takeaways from the survey. A shorter version of this interview appears in Workflow Quarterly‘s Summer 2022 issue. The following has been edited for clarity and length.