“We achieved that by digitising and automating workflows, to leverage all the data that’s captured, and supplementing that with the intel we have across our networks, to diagnose and restore service issues in real time.”
“We’re making it easier for customers to interact with us and for employees to do their job, wherever they are. Agents no longer have to be located in a particular area or role to provide that assurance function,” Jeanne adds. “Assurance is now delivered in a couple of clicks, not a couple of hours.”
There’s plenty of evidence showing a clear link between employee satisfaction, customer satisfaction, and profit. A recent ThoughtLab study, sponsored by ServiceNow, found that 41% of total experience leaders reported greater market share and lower costs from balancing customer and employee experiences, and 45% reported higher revenue from integrating CX and EX.
Nowhere is the urgency for total experience more apparent than in customer service, where front-line agents are often disconnected from middle and back-office operations. A recent ServiceNow study of more than 1,000 Australian consumers found 29% blamed bad customer service on a lack of ownership and responsibility between different departments.
If organisations get it right, it creates a virtuous circle. Happier employees deliver better service, and customer satisfaction increases, along with loyalty. As customers’ experience improves, morale and job satisfaction among employees climbs in parallel. When it comes to creating a brilliant total experience, the sum is greater than its parts.
This trend is only accelerating as AI experiences become more pervasive. Wallace’s analysis found that advances in AI are now helping workers and customers make more informed decisions, faster. At the same time, AI is enabling organisations to do a better job of understanding and caring for their employees and customers.