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Are You Missing These Critical Links in the Customer Experience Chain?

Posted by Hali Drizis on Mar 19, 2020 10:49:22 AM

The following is sponsored blog post from Lenovo Thinkbook.

Today, people don’t just use technology – they have a relationship with it. Technology has become an essential part of the overall work experience and is central to satisfaction – for both customers and employees.

Employees want to use technology at work and see its potential for making their life and career better. Customers want to use it to streamline and enhance the consumer process. 

This unity has become so prevalent that even leading companies are recognizing the connection between customer experience (CX), employee experience (EX) and technology.

The question then becomes, how do we seamlessly blend CX, EX and technology together? All businesses make constant efforts today to improve their CX to drive revenue and profitability. However, one vital piece of the puzzle that’s often pushed aside is a strong EX. Brands looking to improve their CX and drive corresponding returns for their investors should focus on creating the best experience for their employees first.

Research shows that companies with highly engaged employees outperform their competitors by 147 percent. In addition, companies that excel at customer experience have 1.5x more engaged employees than companies with poor customer experience. Do you see the link here? When employees are unhappy, customers become unhappy. Positive employee experiences lead to positive customer experiences and in turn, a company’s revenue can flourish.

Many companies find it difficult to create meaningful employee engagements because creating this culture takes much more than a skilled human resources department. It requires time and an investment into each individual’s development – both personal and professional – to see how the overall growth can lead to a positive impact on the business. Employees want to feel valued, respected, trusted, and appreciated, and this relationship takes a concentrated effort to build.

Why is the employee experience so important now? First, with so much technology constantly surrounding us, consumers want to purchase their products from brands that celebrate the human experience, so proper employee relations are key. Additionally, there’s been a shift in the workforce generation. Over the past few decades, Baby Boomers ruled the workforce. Today, Millennials and Gen Z’s comprise more than half of the global workforce and this number is expected in increase to 75 percent by 2025. This generation of workers is highly motivated and yearns for meaningful work, which means emphasizing the importance and impact of a job is paramount.

Are you ready to bridge the gap between employee experience, productivity and customer experience? Allow Tech Data and Lenovo to help you. Check out Lenovo’s vendor page to learn more about how you can use technology to bridge the critical gaps between CX, EX and your customers’ business.

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About the Author

Hali Drizis is a Marketing Operations Specialist for the Lenovo Commercial line at Tech Data Corporation. She has worked at Tech Data for two and a half years and thrives on helping create new avenues for customers to understand and learn about the technology at hand. Prior to working at Tech Data, Hali graduated from the University of South Florida where she studied Psychology and Behavioral Healthcare.


Tags: Lenovo, Customer Experience, Employee Experience, Thinkbook, EX, Customer Experience Chain