News in the Channel - issue #14

DIGITAL EMPLOYEE EXPERIENCE

use and system simplicity all matter. “It’s so important to adopt a user-centric approach rather than a ‘one size fits all’ ethos,” he says. “At Evolve IP everything is costed and tailored per-person and per-user. Some businesses might need CRM integration and soft phone ability while others prefer a physical phone and call recording. The ability to mix and match solutions and products provides the user with the best of both worlds. “A bespoke offering is key. People have different ways of working, different ways of thinking and varying expectations. Technology should always be tailored to the industry and person.” Automation influence Matt adds that automation can help to boost employee satisfaction and morale. “The integration of automated systems and processes not only optimises workflow but also plays a pivotal role in shaping a positive work environment, ultimately bolstering employee engagement,” he says. “Eliminating mundane and repetitive business tasks that people do daily is now a disruptor for all industries, benefitting employees who are free to focus on more strategic, exciting work, but also businesses maintaining productivity with a shrinking talent pool. “Business processes like taking warehouse inventory, approving finance orders by hand, procuring hardware or equipment by hand, or providing support for any question via an eCommerce site are repeatable tasks that can easily be automated. “Low-code or no-code tools can now be used to automate processes simply. The people who use the business processes day-in-day-out can automate them with support from IT to set up the infrastructure to automate them – it’s that simple. Individuals can then log onto a server or computer where they have all the different applications and processes needed to automate that process. As it is the individual who knows how the process works, it makes sense that it is them who selects which steps they need to automate the process.” AI impact Like many sectors, AI is having a big impact on DEX currently, according to Merijn te Booij, EVP GM Employee Engagement Business Unit, Genesys. “For instance, with AI coaching and real-time insights,” he says. “By providing employees with valuable guidance

and support to excel, organisations are starting to use AI systems to offer employees personalised recommendations, training plans, and provide real-time feedback. “Likewise with automation, intelligently automating repetitive tasks can massively reduce employees' burden and allow them to focus their energy on higher-value work. Administrative processes like data entry, report generation, email management and other routine workflows can be streamlined with the aid of workflow automation tools.” AI-powered gamification is also becoming more popular, he adds. “Today, teams and managers are often not physically in working in the same location. Leveraging gamification technology organisations can transform how employees interact with work and peers, fostering a more engaging, collaborative environment. By introducing game-like elements like leaderboards, badges, challenges and rewards, businesses can motivate employees, encourage healthy competition and improve overall performance.” Thomas John, VP of EMEA Partners at Five9, agrees. “Strong social connections make people happier and physically healthier,” he says. “This year, we anticipate more companies utilising gamification to increase employee camaraderie and performance, with group competitions and games bringing dispersed teams together to celebrate wins even if they are far apart. “Gamification will provide the perfect balance between enabling employee autonomy while keeping them connected to one another. With virtual wallboards and performance dashboards, teams can easily see their goals and hold each other accountable. Employees can keep an eye on where they stand against team ratings as well as push each other to reach KPIs as a team. “At the same time, an intelligent

Richard Howson

evolveip.net

Merijn te Booji

genesys.com

Thomas John

performance dashboard will enable supervisors to see their employee’s

five9.com

competitive drive transform into real results. If this slips for any reason, management will have a pulse on performance, no matter how large the team, through real-time visibility that enables them to quickly adjust and get back on track.” Data management Real-time data analysis, automated actions and timely insights across the spectrum of business touchpoints, from devices to

Strong social connections make people happier and physically healthier. “ ”

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