“Discover how AI and hybrid work shape employee experience and drive business success.”
How we work and interact with technology has undergone significant changes in recent years. Hybrid work, a combination of in-person and remote work, has become a reality for many organizations. At the same time, artificial intelligence (AI) has established itself as a powerful tool in various sectors. A report released by NTT Ltd. reveals how these two trends are shaping the professional routine and, consequently, employee experience.
The Impact of Hybrid Work
The Global Employee Experience Trends Report 2023 highlights that 90% of companies acknowledge that adopting hybrid and remote work has positively impacted their results. However, a concerning fact is that only 48% of organizations believe their employees have access to the necessary technologies to perform their functions, whether at home or in the office. This gap between company perceptions and the reality experienced by employees is a challenge that needs to be overcome.
Hybrid work entails ensuring employees have the right tools to be productive, regardless of location. Many companies have adopted more structured strategies, with 56% of hybrid model employees spending half the week in the office. This new scenario demands a proactive approach from companies to empower their employees and ensure they feel connected and efficient.
Organizations that have invested in technology and employee experience (EX) have seen significant business improvements. High-performing organizations that increased their IT budgets and focused on enhancing employee experience were 56% more likely to report business growth and 89% more likely to increase employee satisfaction. This underscores the importance of aligning technology investments with employee needs.
The Role of Artificial Intelligence
In addition to hybrid work, AI has played a crucial role in evolving customer experience (CX) and EX strategies. According to the report, AI technology is the number one in the future customer experience. AI interfaces are becoming the norm in 4 out of 5 organizations in the next 12 months.
However, it’s important to note that 87% of organizations still consider human-led support as a critical element in customer engagement. This suggests that while AI is valuable, human interaction is fundamental to customer satisfaction and employee experience.
The NTT Ltd. report sheds light on the intersection of hybrid work and AI and how these trends impact employee experience and customer satisfaction. Empowering employees with the right technologies and the intelligent combination of automation and human interaction emerge as critical factors for organizational success.
As we continue to move toward an increasingly hybrid and technologically advanced work environment, companies must seek a balance between the efficiency provided by AI and the human connection that drives employee satisfaction and customer loyalty. Those navigating this intersection will be well-positioned to thrive in an ever-changing business world.
