In recent years, a wave of digital-driven funding has led companies to initiate genuine transformation projects aimed at placing the customer at the heart of their concerns.
These projects have resulted in one way or another in the redesign of the experiences that these companies wanted to offer their customers in the short, medium, and long term, in particular by seeking to “simplify” the customer journey.
Today, a new wave of funds is having a major impact on companies: that of employee engagement.
Why this wave of funds?
At Activeo, we believe there are three main reasons for this:
1. New customer behaviors to anticipate
Increasingly, when a customer decides to contact a “human,” regardless of the channel, it will be because they genuinely want to interact with a human being. It will no longer be a default choice, and during this exchange, they will be looking for what characterizes a “human” relationship with added value, namely a personalized relationship imbued with empathy and emotion.
As a result, the response provided by the employee will need to be in line with these new expectations and evolve towards greater personalization and emotional intelligence.
2. New employee expectations to meet
There is a growing awareness of the need to find a balance for employees between, on the one hand, a need for “freedom” to fulfill themselves and, on the other hand, a need for “security” in an economic environment that can be perceived as anxiety-provoking.
3. The pursuit of operational efficiency
Companies are well aware that engaged employees are the ones who contribute most to their operational efficiency, particularly due to their loyalty, attendance, and higher operational performance.
Based on its experience, Activeo has identified 10 pillars on which employee engagement is based and on which companies can take action:
