Nearshore Americas

Client Experience and Employee Experience: Two Sides of the Coin

Have you ever had an experience with a business where everything just seemed to click? Perhaps a restaurant with delicious food and friendly staff, or a store with helpful employees and tailor-made products that made your shopping experience a breeze? 

These thoughtful gestures are not mere coincidences, but the result of a conscious effort by organizations to value both client and employee experiences.

In their pursuit of excellence, organizations are becoming increasingly cognizant of the need to enhance the experience of their key stakeholders –customers and employees– by digitally upgrading relationships with both parties.

Winning Over the Client With Proactive Digital Support

Let’s talk about client experience first. For most customers, opting for companies that provide superior experiences has now become the topmost qualifier. A recent study by Deloitte found that customer spending increases by up to 140% following a positive experience. Such rewarding experiences are crucial to the success of a company, and should not just be a goal, but a way of working.

Examples can be found in the retail industry, which enjoys a remarkably diverse customer base. Retail consumers today are looking for better interaction with their vendors. Customer expectations may include simplified online ordering, real-time updates, proactive predictions based on customer preferences, AI/ML-based demand forecasting, optimized product placement and much more. 

For most customers, opting for companies that provide superior experiences has now become the topmost qualifier.

An organization that surpasses such expectations will win the hearts of customers and boost their loyalty. This, in turn, will improve their reputation and may also secure more clients through favorable word-of-mouth, helping to build a positive brand image and increase their revenue. 

In today’s competitive market, this can prove to be a key differentiator for organizations. Such superior service delivery will also mean fewer complaints and returns, which can lead to lower costs incurred when it comes to customer remediation.

It’s also essential to keep a track of client journeys and key client metrics amidst dynamic customer preferences. Fortunately, with rapid digitization, this has become an easy task. The acceleration in the adoption of digital technologies for enhancing client experience has become a primary goal for most companies. This is achieved by innovating the otherwise traditional processes with digital disruptions, such as marketing automation and data analytics, self-service through conversational AI, hyper-personalization, and social media integration. Companies must proactively track customer needs and ensure the availability of inventive digital offerings, thereby redefining the benchmarks and winning customers every step of the way.

Digitally Powered Employees = Productive and Happy Employees

It’s no secret: happy employees make for happier clients. And what can companies offer to please their employees? Measures such as ensuring quick resolution of employee issues, enabling them with the right tools for their roles, recognising their capabilities, organizing periodic employee engagement activities, offering growth and learning opportunities, etc.

But what can enhance these initiatives, giving them a brand-new shape, such that the desired outcomes can be increased exponentially? Thanks to technology, the needs of contemporary employees can be met more effectively. Integration of modern communication and collaboration tools can facilitate flexible remote working options for employees. Employee feedback can be captured anonymously, at scale, through online pulse surveys. A personalized engagement platform that provides information right from the recruitment stage, to job descriptions or performance reviews, can help connect them with team members and even presents specially curated learning opportunities. All of this can be set up to greatly benefit employees. Organizations can even map employee experience journeys to help leaders visualize their lifecycles. 

Thanks to technology, the needs of contemporary employees can be met more effectively.

Taking such measures will help organizations be more in sync with employee needs and can aid them in delivering faster resolutions, consequently boosting employee morale and projecting a culture of employee empowerment.

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Bottomline, secure and valued employees bring in loyal and appreciative clients. Companies can achieve this by one simple maneuver: using their digital proficiency as a core competency. They need to be on the constant lookout for digitization possibilities that can address pain points and deliver maximum impact. 

So, what’s stopping your company from aiming for the best of both worlds?

Srimathi K. Swamy

Srimathi K. Swamy, VP and Head of Strategic Planning & Operations (SPO) at Infosys BPM, has a professional experience of over 32 years, of which she has spent 28 years at Infosys BPM. She was also a founding member of the organization in April 2002.

Being a Bachelor of Electronics and Communication Engineering, she has worked extensively in the Technology Services domain. As the global head of SPO and a Champion for DEI at Infosys BPM, she is involved in driving various strategic initiatives. She ensures that the performance of delivery units is in line with their revenue targets, and has worked to align the Talent Engine to generate this top line for the company. She is avid at networking, extremely diligent, and a deeply sentient individual.

1 comment

  • Hi Srimathi, Your views are very valid and digital usage has brought out newer ways of taking feedback from both client/customer and employee and roll out actionable insights. Thanks for sharing your thoughts.