#83: only 46% of employees feel their career development is supported

Happy?Friday?and welcome to This Week in CX! We're bringing you our roundup of industry news summarised in an exclusive LinkedIn newsletter. For more detail on any news featured here, check out 'This week in CX' on the Customer Experience Magazine (CXM)?website.

This week, we’re looking at Gartner’s latest research into employee career development satisfaction and digital workplace tools. There’s also the latest research on eCommerce trends.?

Just 46% of Employees Are Satisfied with Their Career Development??

A September 2023 Gartner survey of 3,500 employees revealed that when organisations close the gap on employee?career growth expectations?it can have up to a 45% positive impact on employees feeling supported in their career growth, compared to only a maximum impact of up to 8% when organisations simply try to meet employees’ expectations for growth.

Three environmental shifts are making it harder for employers to support employees’ career development:

• Employee expectations are higher.?Employees believe they should be growing faster than they are, and they are more likely to pursue jobs elsewhere when their expectations aren’t met.?
• The workforce is changing.?Rapid changes in organisational structures make it difficult to design stable career progression.
• Skills needs have rapidly shifted.?Technological advancements and an?increase in digitalisation?have created a need for employees to gain skills that exist outside of their immediate job function.

A September 2023 Gartner survey of 125 HR business partners (HRBPs) found that, compared to two years ago, 46% of HRBPs agree that employees at their organisation are more likely to make demands about how fast they should grow.?

80% of Digital Workplace Leaders Will Integrate Digital Workplace Tools With ESG Management by 2027??

Eighty percent of digital workplace (DW) leaders will integrate DW tools with environmental, social and governance (ESG) management and reporting tools, up from less than 5% today, by 2027 according to Gartner, Inc.?

Over the course of the next several years, regulatory requirements for ESG reporting will take effect for enterprises in the EU and the U.S. Securities and Exchange Commission (SEC).?

Decision support and analytics capabilities help to identify opportunities for improvements that advance ESG capabilities, including environmental considerations, such as carbon emissions.?

To optimise carbon emissions, DW infrastructure tool vendors should add new environmental sustainability reporting capabilities to their offerings, including unified endpoint management (UEM) tools, desktop as a service (DaaS) tools and digital employee experience (DEX) management tools and digital platform conductors. Focusing on environmental sustainability capabilities will help meet energy regulation requirements and reduce costs as device life spans are extended.

AI-Driven Search Experiences Go Mainstream, Supercharge Revenue Generation??

Algolia?released its annual?B2C Ecommerce Site Search Trends report, compiled by research specialist?Coleman Parkes Research. The report reveals global insights from 1,100 senior business and IT decision-makers at B2C retailers on their plans to use search this year alongside the growing emergence of AI in retail and ecommerce merchandising.

Key findings from the B2C Ecommerce Site Search Trends report include:

• The primary motivations behind B2C retailers’ implementation of search this year include the ability to increase revenue, customer demand fulfillment, and customer experience enhancement.
• Most B2C retailers (61%) are satisfied by the revenue achieved through search investments.
• Most B2C retailers (70%) consider personalisation to be a large or integral part of their business for the next 12 months.
• Fifty-two percent (52%) of B2C retailers plan to implement AI tools to aid merchandising teams.

• Zoom announced the expansion of its existing EU data center region that allows Europe-based Contact Center customers to localise personal data Zoom processes to deliver the services. This release continues to mature Zoom’s capabilities to support customer expectations and compliance with data requirements, particularly in sectors such as government, healthcare, and financial services.?
• Young workers are increasingly sharing their quitting and layoff journeys on social media as they look to boost workplace transparency,?the Financial Times reports.?The trend, which has been dubbed “Quit-Tok”, has seen workers post videos of online calls in which they resign or are made redundant.?

• Oracle has announced generative AI enhancements within its?Fusion Cloud Applications Suite, revolutionising decision-making processes and elevating employee and customer experiences. These new AI functionalities, integrated across various business workflows, including finance, supply chain, HR, sales, marketing, and service, signify a significant leap forward in AI-driven customer experience management.

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