The study found the No. 1 driver of digital transformation to be employee productivity/efficiency, followed by customer experience. This makes sense, considering the direct correlation between employee experience and customer experience (research shows efficient/engaged employees are more likely to improve customer relationships, with an estimated 20% increase in sales).
A solid communications core for higher employee productivity should provide a foundation for successful digital transformation focused on customer experience. This means radically changing how work gets done by embedding communications directly into processes, workflows and applications. In fact, 91% of enterprises surveyed by Avaya believe embedding communications is important for employee productivity and collaboration. Here’s why:
- Seamless cross-departmental collaboration: For 83% of companies, collaboration tools differ depending on the department. For example, Marketing may have a preferred tool for campaign planning, while sales may have a tool that helps simplify leads and data sharing. Not everybody uses the same tools, and so companies realize only a subset of benefits from their technologies. Embedding communications into disparate tools—those preferred by different teams for getting work done—streamlines cross-departmental collaboration, increases satisfaction, and improves efficiency.
- Transformed virtual collaboration: Over 40% of companies surveyed reported having no virtual workspaces to support geographically dispersed teams. At the same time, research shows that most collaboration tools (68%) are only used internally. Embedding communications into apps, processes and workflows creates a pathway for employees to instantly and naturally communicate, wherever they happen to be.
- Less apps, less stress: Employees now use an average of four apps, with most being communication tools for texts, phone calls, team messaging, web meetings and video conferencing. Embedding communications directly into employees’ app of choice enables organizations to avoid this “app overload,” which research shows can waste as much as one hour per day per employee. This can translate into hundreds of thousands of wasted hours annually for a typical enterprise. It makes sense, then, that 86% of surveyed enterprises want a free-flowing interaction application that supports a range of communication channels.
In addition to improving employee efficiency, 80% of enterprises believe embedded communications better controls costs and 72% say it delivers higher quality customer experience (i.e., better contextual awareness, faster problem-solving, and more consistent service across different contact points).
Embedded communications are crucial for improving employee experience and, subsequently, customer experience and revenue in line with digital transformation. Doing so helps enable your organization deliver the excellent level of service consumers say makes for a great customer experience.