It is never about customer and employee experiences alone, aim for TX

It is never about customer and employee experiences alone, aim for TX

Remember customer experience? There was a time where it seemed ‘CX’ was the only topic of conversation. But there is nothing like a planet-scale human tragedy to shake up our priorities. When the pandemic hit, innovation went into overdrive. After UAE businesses had flocked to the cloud, they started adjusting business models for survival, and CX was top of mind – driven by the always-on mobile and web presence, omni-channel support, self-service, chatbots, and the rest. By the time vaccines started finding their way into arms, our focus had shifted from CX to Employee Experience (EX). Remote workers’ isolation and the advent of a range of social crises got executives thinking more about people. Musings along the lines of ‘life is too short to be dominated by work’ started their meme-like spread. Remote work had been deployed at scale and the sky had not fallen. And now they could work from anywhere, they could work for anyone. Next: The Great Resignation. How do we continue to enhance CX if employees are not on board? Tech will only take you so far. Employees must add a human element to CX and we must inspire them to do so. If they are