On day two of ConnectCentral 2018, IT leaders explored the impact of technology on employee and customer engagement. It was clear throughout breakout sessions and main stage presentations that when businesses invest in great employee experiences, they drive better customer experiences, and vice versa.
Four key insights stood out today:
Technology is a crucial element of exceptional employee experiences
Bestselling author and futurist Jacob Morgan shared how companies have a misplaced focus on lavish perks and benefits instead of culture, physical space, and technology — the actual elements that create a winning employee experience. Technology is a driving force in this equation, affecting a full 30 percent of the employee experience. Morgan affirmed that the future of work requires technology that enables seamless and simple real-time communications and collaboration at scale.
Customers expect to engage with businesses on the channel of their choice
Customers today expect to interact with brands based on their preferred mode of communication, whether that is phone, text, video, social media, email, chat, or another channel. Customer engagement over these digital channels has grown 63 percent in the last two years. This rapid proliferation of touch points has contributed to fragmentation as businesses struggle to keep up. RingCentral COO Dave Sipes unveiled a solution for overcoming these challenges: RingCentral Engage, a digital customer engagement platform that reduces complexity and centralizes response management for consistent communication regardless of the touchpoint through which customers engage.
Uniting employee engagement and customer engagement drives great experiences
The clear opportunity for businesses today is to build amazing experiences for customers and employees, driving business value and customer satisfaction. In his fireside chat with Aragon Research’s CEO Jim Lundy, RingCentral Founder and CEO Vlad Shmunis shared the vision that, regardless of how RingCentral grows, what really matters is delivering for the customer, and an engaged workforce is “table stakes” for executing on that vision. He sees the future as clear and non-controversial—legacy on-premises communications platforms will be replaced with cloud communications systems, because only native cloud technology enables both employees and customers to communicate effectively.
Technology empowers all workers
Reshma Saujani, founder of Girls Who Code, closed out the day discussing the importance of providing opportunities for girls to develop the skills critical for success in the 21st century. The national movement she has created is closing the gender gap in technology, with a goal of equality by 2027.
Check back tomorrow for key takeaways from the final day of ConnectCentral 2018, which features a keynote addresses from award-winning author Malcolm Gladwell and CEO of the Golden State Warriors, Joe Lacob.
Originally published Nov 14, 2018, updated Aug 27, 2020