Improving Employee and Customer Experiences Through Workflow Digitisation

This research report examines the impact of workflow digitisation on employee and customer experiences, emphasizing the importance of digital transformation in modern organizations. It highlights findings from a global survey conducted by Harvard Business Review Analytic Services, which involved 508 respondents familiar with their organization's digital workflow maturity. The report reveals that nearly 80% of respondents believe digitising workflows has enhanced the employee experience, while almost 90% agree that a positive employee experience directly influences customer satisfaction. Despite recognizing the benefits of digitisation, many organizations face challenges in effectively implementing these changes. The report categorizes respondents into leaders, followers, and laggards based on their digitisation efforts and effectiveness. It also discusses the necessity of breaking down company silos and improving transparency in workflows to enhance employee experiences. The report concludes with advice for organizations to advance their digitisation initiatives, ultimately leading to better customer experiences.