Podcast Audio Transcript
Alisha: Hello listeners, this is Alisha; thank you for tuning in to yet another exciting and informative podcast from us at Infosys BPM. Today, we are discussing the exciting area of client and employee experiences. And to talk about this, we have here with us, Srimathi K Swamy, Head of Technology Services at Infosys BPM. Welcome back, Sri. How are you today?
Srimathi: I’m doing great Alisha. Thank you for having me.
Alisha: That’s great to hear, Sri. To start with, could you give us clarity on what you mean by client experience?
Srimathi: Absolutely. Let me explain client experience first. Every organization creates a certain level of impression on its clients. This impression, which we call client experience, is felt throughout the client’s journey. Creating a positive client experience is crucial to success, and it’s definitely an obsession for us.
Let me explain this with the example of a retail company. Retail is an industry that enjoys a very diverse customer base. Retail consumers today are looking for better interaction through channels such as social media. Some of the expectations of the industry include:
- Simplified online ordering
- Real-time mobile updates
- Proactive predictions based on customer preferences
- Customer loyalty programs
- AI/ML based demand forecasting and optimized product placement
Coming back to the example, we enabled a multinational retail giant to realize $21 million of cost optimization opportunity through a combination of machine learning algorithms. This was a great example of value-added client experience provided by us.
Alisha: Sounds great! It’s evident that digital engagements are bringing a positive client experience. Now, could you tell us a bit about employee experience?
Srimathi: Indeed! Now, let me talk about employee experience. When your employees are happy, your client experience automatically goes up. Great employee experience comes from the following:
- Providing the right tools to do the job
- Quick resolution of employee issues
- Timely recognition of capabilities
- Employee engagement activities within the team as well as the organization
- Opportunities to learn new things
- Employee empowerment initiatives
- Enabling employee growth
These make each employee a valued person within the organization. A recent study by the University of Oxford found that happy employees are 13% more productive. For us at Infosys BPM, employee experience is the result of designing applications, services, and organizational events with a keen focus on the participation and satisfaction of employees. Employee experience is one of the critical factors that make a company grow from good to great.
Alisha: That’s very true. Happy employees lead to happy clients.
Sri, digital client experience is a buzzword today. In recent times, how has digital tech influenced client and employee experiences?
Srimathi: In many organizations, client journeys and satisfaction metrics had to adapt fast to the current situation. Globally, there is a precipitous change in the metrics measuring client experience.
At Infosys BPM, we accelerated the adoption of digital client experience tools and technologies. Digital trends and best practices, such as AI, self-service, hyper-personalization, usage of smartphones, and social media integration, are redefining client experience. We have made digital operational metrics available to all our clients, ensuring that they are with us every step of the way.
In the case of employee experience, you will notice that many organizations implemented the “work from anywhere” model, which has, in several cases, proven to be as productive as working from office. At Infosys BPM, we extended our collaboration capabilities with various tools for connecting seamlessly, making it a smooth transition. Some cases in point are
- InfyMe, which is our all-in-one repository of employee-specific applications
- Lex, our new age learning solution
These are great examples of how we have enabled a “Live Enterprise” in Infosys, on the backbone of our own digital capabilities. Live Enterprise aims to address key organizational dimensions such as connectedness, agility, hyper-productivity, sentience, and anytime-anywhere experience.
Another key concern with working from anywhere is data security. We have tools and enterprise security packages in place to tackle any kind of security incident.
Talking about activities beyond work, we have introduced healthcare initiatives for employees’ families and extended families, and we hold fun activities involving family members also. And now, all of these are done virtually.
Alisha: That’s brilliant.
How would you rate current level of client experience to two years ago?
Srimathi: That’s a very relevant question, Alisha. As you know, empathy is one of our core organizational principles. We have always understood our clients’ pain points and devised ways to address them effectively and efficiently. So, to answer your question, I would say that client experience has only kept going north in the last two years.
Alisha: That’s something to be proud of. I certainly agree empathy is a key aspect in client experience.
Srimathi: Yes, indeed. A study published in Forbes found that the companies that had an emotional connection with their clients outperformed their competitors by 85%.
Alisha: It’s great to know that you balance client and employee experience so well. Sri, thank you so much for coming to the podcast today and sharing your thoughts.
Srimathi: It was my pleasure, Alisha. Looking forward to more.
Alisha: Dear listeners, if you enjoyed our podcast today, please don’t forget to share and like it on social media. Our social handles are mentioned in the podcast page. The podcast will be available on various platforms like Google Podcasts and Spotify, in addition to our website.
Also, if you have any queries, do reach out to us through the email address on the podcast description. Watch this space for more exciting podcasts coming up. Once again, thank you for tuning in, stay healthy and socially distanced. Have a nice day!