In a significant finding, 84% of ANZ businesses view the adoption of hybrid and remote work as a boon to their bottom line.
CEOs are placing hybrid work flexibility as the top driver for successful employee experience strategies. However, less than half (43%) of ANZ organizations believe their employees have access to the technology required for effective hybrid work.
The 2023 Global Employee Experience Trends Report, sheds light on how current workplace trends, including hybrid work and AI, impact employee experience (EX) strategies and their connection to business performance.. Furthermore, the report reveals that only 47% of operational leaders in ANZ express satisfaction with their employee experience (EX) capabilities. As work patterns evolve, approximately 36% of hybrid workers spend half their work week in the office, highlighting the shift towards structured approaches to work.
Yet, despite these developments, the majority of business leaders recognize the importance of hybrid work in fostering positive EX. Therefore, organizations must prioritize providing employees with the necessary technology to work efficiently, regardless of their location.
The report underscores the evolving narrative of EX, emphasizing the critical role of technology in connecting employees and enhancing efficiency. High-performing companies that increased their IT spending and invested in EX technology reported 56% more business growth and 89% greater employee satisfaction compared to underperformers and others, illustrating the tangible benefits of a well-supported and technologically empowered workforce.
Commenting on the research, Amit Dhingra, Executive Vice President of Network Services at NTT Ltd. said: “The disconnect between what employees need and what businesses provide them with is still too large. Too often we see hybrid working strategies focusing on one type of working style, despite employees wanting the flexibility to work in a way that suits them. It was positive to see that 67% of organisations agree that hybrid and remote working has led to their investment in mobility over the last two years to promote flexibility, but more still needs to be done to reduce the disconnect and improve EX. This is especially true given that satisfied and engaged employees are 66% more likely to deliver exceptional customer service,” added Dhingra.
“In addition to hybrid work, EX is also being impacted by the rise in AI, with the emerging technology voted as the #1 enabler of future customer experience (CX) and EX strategies, and AI interfaces rising to become the norm for 4 in 5 organisations within the next 12 months. Despite this, 86% of organisations agree that human-led support remains a critical element in their customer engagement.
“NTT’s report findings are reflective of today’s dynamic work landscape, including a more permanent era of hybrid work and focus on employee engagement,” said Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics. “The adoption of AI is growing, driven by the real business outcomes revolutionary AI technologies are bringing. Organisations are seeking guidance on how to harness all that AI has to offer to succeed in dominating their markets while supporting employee fulfilment and well-being.”
To read the full report, please visit: https://services.global.ntt/en-us/campaigns/2023-global-employee-experience-trends-report