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Industry research and surveys regularly support the view that organisations should be focusing on ensuring their employees receive the best possible service:
· 49% of employees are frustrated with the technology provided by their organisation.
· 26% of employees would consider leaving a job because of poor IT experience.
· 63% of companies say it is harder to retain employees than recruit them.
· Organisations are over 20% more profitable and productive when they have highly engaged employees.
When CloudStratex talks to our customers, we receive feedback that suggests focusing on Experience Management will deliver significant benefits:
· Organisations suffer from the “watermelon effect”. This is where metrics indicate a good (green) service, but the perception from employees is different (red).
· Support costs are considered too high, and, as a result, the value of support is questioned.
· Service providers are too busy “firefighting” to focus on service improvement.
· Organisations want to get the best out of third-party service providers.
Experience Management is a continuous improvement practice that uses feedback to identify opportunities for improvement, leading to better employee experience and business outcomes. Feedback can be collected from different sources, such as surveys, meetings, and digital experience tools and is regularly reviewed to identify service improvement opportunities: ultimately, Experience Management seeks to receive the best feedback possible. When coupled with Experience Level Agreements (XLAs), which measure the business outcome, Experience Management is a powerful approach to improving service.
Experience Management actively improves practices by leveraging feedback to identify opportunities for enhancement, resulting in enhanced employee experience and improved business outcomes. Collecting feedback from various sources, such as surveys, meetings, and digital experience tools, and regularly reviewing it, allows for the identification of service improvement opportunities. Ultimately, Experience Management aims to gather the most valuable feedback possible. When coupled with Experience Level Agreements (XLAs), which measure the business outcome, Experience Management becomes a potent approach to enhancing service.
Fundamentally, Experience Management will improve the service offered to employees by using feedback from employees about what’s important to them rather than what the service provider thinks is important.
As Experience Management uses a data-driven approach, it provides transparency across and within the various parties delivering the service, including internal and external service providers, service owners and platform owners, leading to increased accountability. Fundamentally, because it is a data-driven approach and uses feedback from employees, Experience Management will transform your service culture from reactive to proactive. For example, support teams can identify and resolve issues before they become widespread.
Finally, using Digital Experience (DEX) tools, Experience Management can identify service performance issues impacting productivity and resolve them often before the employee becomes aware of them.
Here is some practical advice to get started:
· All feedback is a potential opportunity for improvement.
· Surveys are likely to have information you can use to identify potential improvement opportunities.
· Business-facing team members, such as Business Relationship Managers, Service Owners, and your Service Desk, can also be an excellent source of employee feedback.
· Ensure surveys are simple and take to complete. This will help drive up response rates.
· Communicate your successes to your internal customers, and to your service providers.
· Existing Continual Service Improvement practices or Service Management teams may be able to start you on your Experience Management journey.
· Make sure your metrics focus on the outcomes your business needs. Using XLAs can really help.
· There are various approaches you can take to improve the employee experience. For example, reduce the number of incidents, automate simple tasks and shift support closer to the employee.
CloudStratex has experienced practitioners that have successfully used Experience Management to improve services in a variety of organisations. We can assist with setting up an Experience Management Office, help you improve your existing practice and provide advice on specifics, such as how to maximise your survey response rate. You can find more information here: https://www.cloudstratex.com/case-studies/experience-management-and-xlas
Industry research and surveys regularly support the view that organisations should be focusing on ensuring their employees receive the best possible service:
· 49% of employees are frustrated with the technology provided by their organisation.
· 26% of employees would consider leaving a job because of poor IT experience.
· 63% of companies say it is harder to retain employees than recruit them.
· Organisations are over 20% more profitable and productive when they have highly engaged employees.
When CloudStratex talks to our customers, we receive feedback that suggests focusing on Experience Management will deliver significant benefits:
· Organisations suffer from the “watermelon effect”. This is where metrics indicate a good (green) service, but the perception from employees is different (red).
· Support costs are considered too high, and, as a result, the value of support is questioned.
· Service providers are too busy “firefighting” to focus on service improvement.
· Organisations want to get the best out of third-party service providers.
Experience Management is a continuous improvement practice that uses feedback to identify opportunities for improvement, leading to better employee experience and business outcomes. Feedback can be collected from different sources, such as surveys, meetings, and digital experience tools and is regularly reviewed to identify service improvement opportunities: ultimately, Experience Management seeks to receive the best feedback possible. When coupled with Experience Level Agreements (XLAs), which measure the business outcome, Experience Management is a powerful approach to improving service.
Experience Management actively improves practices by leveraging feedback to identify opportunities for enhancement, resulting in enhanced employee experience and improved business outcomes. Collecting feedback from various sources, such as surveys, meetings, and digital experience tools, and regularly reviewing it, allows for the identification of service improvement opportunities. Ultimately, Experience Management aims to gather the most valuable feedback possible. When coupled with Experience Level Agreements (XLAs), which measure the business outcome, Experience Management becomes a potent approach to enhancing service.
Fundamentally, Experience Management will improve the service offered to employees by using feedback from employees about what’s important to them rather than what the service provider thinks is important.
As Experience Management uses a data-driven approach, it provides transparency across and within the various parties delivering the service, including internal and external service providers, service owners and platform owners, leading to increased accountability. Fundamentally, because it is a data-driven approach and uses feedback from employees, Experience Management will transform your service culture from reactive to proactive. For example, support teams can identify and resolve issues before they become widespread.
Finally, using Digital Experience (DEX) tools, Experience Management can identify service performance issues impacting productivity and resolve them often before the employee becomes aware of them.
Here is some practical advice to get started:
· All feedback is a potential opportunity for improvement.
· Surveys are likely to have information you can use to identify potential improvement opportunities.
· Business-facing team members, such as Business Relationship Managers, Service Owners, and your Service Desk, can also be an excellent source of employee feedback.
· Ensure surveys are simple and take to complete. This will help drive up response rates.
· Communicate your successes to your internal customers, and to your service providers.
· Existing Continual Service Improvement practices or Service Management teams may be able to start you on your Experience Management journey.
· Make sure your metrics focus on the outcomes your business needs. Using XLAs can really help.
· There are various approaches you can take to improve the employee experience. For example, reduce the number of incidents, automate simple tasks and shift support closer to the employee.
CloudStratex has experienced practitioners that have successfully used Experience Management to improve services in a variety of organisations. We can assist with setting up an Experience Management Office, help you improve your existing practice and provide advice on specifics, such as how to maximise your survey response rate. You can find more information here: https://www.cloudstratex.com/case-studies/experience-management-and-xlas
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