Every successful company invests in customer experiences, but far fewer are making the kind of investments in employee experiences that truly matter. As companies add more and more applications to support their business and customers, employee experiences can be neglected — even though now the need has never been greater. Digital platforms and tools are an essential component of an effective business to employee (B2E) strategy. An employee experience is the sum of interactions and exchanges an employee has within their company — both personally and organizationally. How an employee perceives his or her journey through all the touchpoints within the organization matters. A lot. Why? Because employees are the true drivers of your business and the better the employee experience, ultimately, the better the customer experience. A Gallup study found “that companies with highly engaged employees outperform their competitors by 147% in earnings per share,” and that highly engaged employees are energized through an exceptional digital workplace. Businesses are also seeing a cultural shift with new norms and expectations from employees. Add to that the recent pandemic, which has accelerated the use of digital tools and driven the need for companies to invest in digital platforms like never before. As employee demands and outside pressures continually grow, companies can’t afford to ignore these expectations if they want to attract and retain talented employees and teams. Employee portals are key to improving the overall employee experience. Whether it’s an employee searching for IT support documentation or taking an eLearning class online, these B2E portals offer the opportunity for businesses to radically improve the employee experience. You first need to understand why your employees would be using intranet portals. Are portals used to collaborate with other employees, search for answers to common questions or just necessary for getting work done? Gaining...

HCL Digital Experience is a proven platform – purpose built and trusted by enterprises worldwide – for the demanding needs of an organization’s business-critical digital experiences. It provides a secure personalized experience integrating content, data, applications and processes from a variety of systems into a singular experience. Doing and delivering all this can be complex – that’s where HCL Digital Experience helps.  Part of the complexity comes from understanding who is on your digital property, what they are doing there, and how you can make the experience better, faster and more personalized with the data you have. Our new seamless integrations with powerful new analytics capabilities via Unica Discover and Google Analytics help organizations deliver more relevant experiences to all of their audiences and can lead to improving conversion rates by 85%.  Plus, enhanced integration with HCL Commerce provides a complete solution across the customer journey providing rich insights behind the login.  HCL Unica Discover HCL Unica Discover is an analytics platform that empowers marketers to capture, replay and visualize individual online user experiences to better identify how they can improve their digital experiences. Easily analyze and optimize your HCL Digital Experience customer journeys with the following capabilities from Unica Discover:  Struggle Resolution: Detect and address user struggle in real time with session replays.  Behavior Insights: Improve user experiences through capturing and analyzing behavioral data. Business Impact Analytics: Gain better visibility into business impact and opportunities for improvement.  This provides a more complete and actionable view of customer journeys across all your digital channels. This helps to ensure a consistent experience, every time, driving better conversion rates, customer satisfaction, and customer retention.  Google Analytics Google Analytics (GA) is a web analytics service that helps marketers track, report and analyze in-depth detail about website visitors. HCL DX has streamlined the configuration setup with GA to save time and development resources.  Now Marketers have the insight they need to make better decisions built into their DX instance, and share the right content, to the right...

Since joining HCL, we’ve shipped 11 new releases of Digital Experience based on your input to better enable business-critical digital experiences. Whether you are a developer, enterprise architect, release manager, or product owner involved with your DX projects, we need your experience and expertise. HCL is inviting our customers to participate in targeted virtual design-thinking workshops to share ideas for the Digital Experience roadmap for 2022 and beyond. During our live, interactive two-hour session, we will cover: What we are working on for 2021 Understanding what’s working (or what’s not working) with your current deployment Gather input on the core components you’d like to see in the roadmap Collaborate on ideas for the next wave of product and ecosystem innovation Connecting you to the HCL product management, technical, and development teams The #DXInspire Jams will be held on March 9th and 11th for the EMEA time zones, and March 16th and 18th for the NA/LATAM time zones. Because space in the workshops is limited, if you are interested in joining us please sign the form today and we will follow up with the meeting details.  Help shape the future of your HCL DX. We look forward to meeting. [button link="https://hclsw.co/pm99no" type="big" color="black" newwindow="yes"] Join HCL DX Inspire Jams[/button]

A digital experience takes place when a customer has an interaction with an organization exclusively through digital technology. The world was already heading in an increasingly digital direction, but in the wake of COVID-19, as more and more teams and organizations have been working remotely and relying on technology to power their workflows, a strong digital customer experience has never been more imperative. What are some steps you can take right now to maximize your digital experiences?  Invest in strong customer experience software In order to ensure that they’re providing the best possible customer experience (or CX), companies need to prioritize their customer experience platform — cheaper one-trick-pony solutions won’t cut it. A strong CX platform will offer personalized options to the customer, ensure that their information is secure, and offer quick and reliable self-service when needed. Advanced data collection and machine learning personalization solutions included in a CX platform make a well-rounded solution crucial to invest in.       2. Provide a secure platform When providing secure personal information such as a bank account or patient ID, customers need to be sure that private and personally identifiable information is handled safely and securely. Though customers are generally willing and enthusiastic to engage in convenient digital experiences, the major data breaches of recent years still leave plenty of consumers understandably skittish about providing organizations with personal info. According to data gathered by Lift361, “strong security increases overall customer satisfaction from 13% to 40%, and customers have shown they are willing to spend more with companies they trust to protect their privacy and data.” Ensure that your tech has personal security measures in place and be transparent with users and prospects about just how safe they can feel using your platform. [button link="https://www.hcltechsw.com/products/dx" type="small" color="silver" newwindow="no" textalign="center"] HCL Digital Experience is one of the most secure solutions out there, trusted by 8...

Customer experience (or CX as it’s commonly referred to) is an increasingly important priority for companies of all sizes. Organizations need to deliver highly contextualized experiences — not just simple websites and mobile apps — to reach customers with the right information, in the right way, every time. Business models are shifting and all us are having to adjust and adjust quickly. The last great experience a customer has now becomes their expectation — plus 96% of customers say customer service is important when choosing the brands they’re loyal to. Customers are more and more empowered in transactions as they’re able to do extensive research before buying and can closely compare between one company and their competitors. As organizations focus on providing exceptional CX, they need strong technology backing their process. That’s where a customer experience platform comes in.  What does customer experience software do?  To first understand why customer experience software is beneficial, we need to take a look at what customer experience is and why it matters so much. We know it’s an important factor in solidifying brand loyalty — but what does a solid customer experience actually look like?  It generally refers to the feeling and impression your customers are left with after they leave an interaction with your brand. This is a combination of how easy your website is to navigate, how helpful your customer support services are, how personalized the content it, how customized the experience is, and how much value they gained from your brand, services, or products itself. CX can be assessed with surveys, feedback, and churn rates.  Customer experience platform software is the technology solution an organization will use to observe, measure, handle, and improve the customer journey. These platforms serve as one-stop solutions for making sure that an organization doesn’t lose sight of important customer experience needs and initiatives, and are able to successfully meet their customer experience goals by tracking customer behavior, raising red flags...

If it wasn’t abundantly clear before, the COVID-19 pandemic has proved that digitizing business-critical processes (and making teams productive remotely) is key to business continuity. Whether a business has 50 — or 50,000 — employees, its operations are influenced and impacted (if not completely overhauled) by technology designed to speed up, connect, improve and sustain work in the modern world. Digital transformation for enterprise organizations is a no-brainer. It’s the “how” that defines what success looks like. For some companies, embracing this digital transformation has been a gradual process of adoption.  Others have been digital all along, or they jumped in headfirst, undergoing a major overhaul all at once.  And for some it’s still an overwhelming burden, approached tentatively and perhaps even with aversion to change and new technology.  No matter the scenario, there’s little doubt, especially with remote work becoming ubiquitous, that old-school business processes that involve emailed documents and spreadsheets (or even paper-filled file cabinets) is not the way to go.  Digitizing business processes refers to the integration of digital information — pieces of physical, non-digital material that has been converted into a digital format — into an automated workflow that can replace manual, disconnected and paper-based processes.  It means digitizing business processes, increasing employee productivity, and improving customer satisfaction. It provides dramatic benefits to employees, partners, customers and the organization as a whole. Converting not just documents and data to digital, but also workflow, transactions, functions and processes, can be very complex. There are many payoffs, however. You will save time and money  Using digitized processes can free up employees from a multitude of monotonous tasks. Rather than email chains for tedious and regular processes approvals, regular and routine functions (payroll, time logs, inspection signoffs, etc.) can be routed through workflows automatically. Functions such as financial transactions, insurance claims, medical prescription processing, in-house training can be automated and make teams more productive...