Automation for the Win

Automation is a huge part of any process improvement and employee effectiveness discussion, and it is a critical piece of the entire PPTC (People, Process, Technology, Culture) framework. Ninety-three percent of organizations see automation as a means to create better customer experience (CX). Highly automated organizations are typically enjoying a 10-percent-plus uplift in employee experience (EX), new customer acquisition, commercial performance, and ease of resolution.

In the future, customers will not just value efficiency most in their experience, but they will be willing to pay more for it. This fact should squash any concerns about ROI. While improving the experience for customers is good, automation should ultimately improve the experience and reduce effort for BOTH customers and employees.

Research shows that only 33 percent of employees agree that their company automates basic tasks, allowing them to focus on actual work, while 52 percent of the C-suite agree. Again, while the twenty-percentage-point difference should be an area of concern, the bigger issue is that the C-suite is fine with employees wasting time doing what automation could easily accomplish.

Using automation can ensure a process is followed consistently every time, eliminating the unknown human variable. It frees employees to focus their unique human traits—including imagination, improvisation, novelty, interpersonal relations, and empathy—on "exceptional" challenges, one-off events, and complex human interactions during those moments that matter, rather than mundane, routine tasks. The use of automation can create better-connected employee experiences.

In short, automate wherever possible to minimize effort and maximize efficiency for employees and customers without sacrificing experience.

Leaders, start by meeting with employees from all over your organization to ask the following questions:

• What part of your job would be easier if it was automated?
• What redundant tasks are slowing you down?
• If you could automate one thing to better serve customers, what would that be?
• What activity do you spend the majority of your time each day doing?

The answers to those questions can and will open up an incredible dialogue between you and your people and go a long way to show that you not only are willing to ask the questions, but you are willing to make the day-to-day lives of your employees more enjoyable.

So, what are you waiting for? It's time to flip the switch on automation and unlock a world of limitless possibilities. Say goodbye to tedious tasks and hello to a future where efficiency reigns supreme—for both your customers and your team. The time for action is now. Let's automate, innovate, and dominate! ??

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Experience Mindset: A guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth

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Mahalo,

Tiffani