Roughly 47.4 million people quit their jobs and left the workforce last year in search of better ones, leading to what we now call the Great Resignation. Then, as the economy re-opened and companies intensified hiring efforts, millions of people switched careers, searching for better working conditions and higher salaries. Experts say the trend will continue as the Gen Z population reshapes the labor market.
With the expansion of remote and hybrid workforce and an ever more complex technology set, it is more important than ever to manage the digital employee experience. But how do we measure digital employee experience? One of the most common ways is to use surveys – for example post-incident surveys or annual customer satisfaction surveys. But these surveys, on their own, can be reactive, time-delayed and limited in scope.
Digital Employee Experience (DEX) is no longer a novel concept. Today’s workplaces are increasingly digital – and a majority of business leaders recognize DEX as a top priority. But many leaders are coming to a new realization: managing DEX is too complex of an undertaking to remain one priority on an IT team’s long checklist. The modern IT department must evolve – and improving experience requires a dedicated set of DEX focused IT roles.
The digital workplace is a phenomenon that has grown in leaps and bounds in the wake of the COVID-19 pandemic. The adoption of technologies has increased and changed all aspects of our lives today, including how we work. However, today’s workplace is very different from the traditional workplace. For one thing, its definition is no longer limited to the physical sense.
Last year, during our Work Anywhere webinar, Forrester analyst Andrew Hewitt said that 51% of the technology teams focused on providing the right technology to enhance the employee experience. By 2021, the entire IT organization saw the need to support a flexible digital workplace with appropriate devices, wherever employees were located. According to computer economics, hardware such as PCs, laptops, and mobile devices age every four years. Therefore, device refresh becomes an important planning activity for support teams in keeping their knowledge workers productive and reducing the total cost of ownership (TCO).
Usually, people want a seamless experience when they interact with any organization. Whether a B2B or B2C interaction, the expectation is the same. In our world today, it's nearly impossible to interact with an organization without using technology. When a person interacts with an organization via a digital medium, it can be termed digital experience.
We at Catchpoint are always striving to help our customers improve their products’ user experience, because, as we believe that “the experience is the point.” With a motto like that, you can bet we take the usability and effectiveness of our own platform very seriously, and are constantly striving to deliver a world-class user experience in the Catchpoint Portal. With that in mind, we have spent the better part of the last few years redesigning Catchpoint Portal from the ground up.
