5 ways IT still fails its business users

Mastering customer experience is the drumbeat of digital transformation today. But too often enterprises pursue that while neglecting employee experience to their peril.

5 ways IT still fails its business users
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Everyone’s talking about customer experience (CX). If you don’t get customer experience right, consultants and other IT experts say, you leave yourself vulnerable to competitors who do. But companies, and IT leaders, who focus only or mostly on customers are forgetting something just as important: employee experience (EX).

“The data is showing us that improving CX isn’t just something that feels good, it has a measurable impact on a business’s financial performance,” says Todd Shimizu, managing director of strategy and transformation at Grant Thornton. The same is true of improving EX, he says.

“Companies that are considered leaders in employee experience are showing up in some of the better-known employee surveys, and now there are some demonstrated connections to revenue and performance,” Shimizu says. “Sometimes in an enterprise there is more focus on external-facing technologies. It’s easier to emphasize customer-facing tools, but if you don’t mind the farm internally, you’re missing out.”

Just how much of a difference does employee experience make to a business? You might be surprised. “Companies with great EX outperform the Standard & Poor’s 500 by 122 percent,” according to a 2017 Accenture study.

That statistic may seem hard to believe but it wouldn’t surprise Tim Wenhold, chief innovation officer at Power Home Remodeling in Chester, Pennsylvania. Founded in 1992, the company had grown to $27 million in annual sales by 2007. Around that time, Wenhold was hired as a contractor to create Nitro, an internal communications and productivity system, basically a home-grown ERP that does everything from help employees schedule appointments with homeowners to creating presentations for those homeowners and making sure planned work complies with local regulations and codes. When Nitro was deployed to Power Home Remodeling employees in 2007, it created a noticeable inflection point in the company’s growth trajectory. In the 12 years since, revenues have rocketed from $27 million a year to $720 million a year.

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