Employee Experience - The New Competitive Advantage

Presented by

Karen Ferris, Director, Macanta Consulting

About this talk

Customer experience is driven by the employee experience. Customer experience (EX) is now the new battlefront. It is the differentiator. It is your competitive advantage. Customer experience has overtaken price and product as the key brand differentiator. It is therefore paramount to get the employee experience right. The Great Resignation – over 40% of the global workforce is considering leaving their job this year - has come about through The Great Realization that can be happy at work. The pandemic has allowed employees to reflect on what is important to them – not only in their personal life but also their work life. Massive change is afoot. Employees are in the driving seat having proved that remote working can work, they are no longer limited by geographical boundaries when seeking a new employer. They are demanding retention of the flexibility to choose where they work and when. The Indeed Workplace Happiness Study 2021 revealed that 97% of employees believe that happiness at work is possible and therefore will look for employers who can met their expectation. Unless you are an employer of choice, your will lose your talent and be unable to attract it. Service Management must move from managing IT to enhancing the employee experience. This presentation will explore: -The reason a great employee experience is imperative to organizational success -The role Service Management will play -The ITIL Guiding Principles for improved employee experience -The service management processes that drive the employee experience Key takeaways include: -Where to start -How service management can maximize the employee experience -The return on investment

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