Author : Marketing

Espire Infolabs is a Digital Transformation and Total Experience (TX) Solutions provider with a Cross-Enterprise approach to deliver future-ready services that are resilient to market disruptions. With focus on TX, we are paving way for enterprises to deploy & deliver the best Customer Experience (CX), Employee Experience (EX), and Business Experience (BX) – with overarching service offerings around Multi-Experience (MX), and User Experience (UX).

3 Top Reasons why Employee Experience leads to Exemplary Customer Experience

The prime focus of every business is to provide exceptional Customer Experiences. However, CX & Employee Experience work hand in hand, and modern businesses cannot elevate one without improving the other.

Businesses that are aiming to improve CX & achieve better outcomes should first understand the urgent need to create awe-inspiring experiences for their employees!

In partnership with Forbes Insights, Salesforce surveyed 300 executives across employee experience (EX) and customer experience (CX) roles and found that companies that prioritized EX to deliver a premium CX achieved 1.8 times faster revenue growth.

Also, according to Forbes, the companies with excellent CX have employees that are 1.5 times more engaged than employees at companies with less satisfactory CX; additionally, companies with highly engaged employees outperform their competitors by 147%.

In this blog, we'll talk about how Espire has improved Employee Experience over the years - resulting in satisfying Customer Experiences for global businesses.

1. Boosting Employee Engagement on Digital Channels

Technology has enabled us to connect from anywhere and anytime. The use of digital tools in the workplace allows businesses to improve communication among employees to foster better collaboration & innovation.

According to a latest forecast by Gartner, Inc - The worldwide social software and collaboration market is forecast to total $4.5 billion in 2021, an increase of 17.1% from 2020.

Tools such as Teams, SharePoint, OneDrive, Salesforce, MS Power Platform, etc have extended the boundaries of employee engagement - manifold.

We have worked to improve Employee Experience for the multiple award-winning Healthcare IT Leader in Southeast Asia by implementing a Microsoft-based centralised 'Procurement Portal', which made collaboration easier amongst the stakeholders. Furthermore, we also helped in data migration to the cloud for easier content management, enabling secure communication with the clients / visitors.

2. Improving Digital Experiences with Total Experience Solutions

IT leaders are implementing a Total Experience Strategy to deliver superior, interconnected experiences for customers and employees.

This approach incorporates complete company experiences from the employee to the customer and the user. To sum it up - Total Experience (TX) is an integration of multi-experience (MX), user experience (UX), customer experience (CX) and employee experience (EX).

TX = MX + UX + CX + EX

With the same understanding and right set of TX solutions, Espire devised a strategy for deploying a solid Modern Digital Workplace using Microsoft & Sitecore for Australian Catholic University (which ranks in the top 2% of the universities worldwide by the Times Higher Education World University Rankings 2020 & is the number one Catholic university in the Asia-Pacific region) to provide their customers & employees with the best possible experiences across all channels and touchpoints.

Our work was recognised by Microsoft and has been also awarded as the Best Personalised Experience Awards 2019 by Sitecore.

The following outcomes were achieved in terms of EX & CX -

  • The implementation of a digital workplace increased Employee productivity by 3 times and helped them to collaborate, innovate, sustain, and serve to deliver new solutions.
  • Staff raising service tickets reduced to less than 1% in short period
  • Prospective student lead generation: Up 99% & Conversions up by 14.3% y-o-y
  • Page views up by 7.8% with 410% more users on Brand Reputation - ranking page & 50% reduction in page exits
  • Improved CX (Student Experiences) "anywhere, any device, anytime" through 1:1 personalised communication across all touchpoints

3. Elevating Customer & Employee Retention

a) Customers are important growth levers for any business. Therefore, the brands need to focus on providing a connected satisfying experience from the very first interaction with a prospect all the way through renewal, across all touchpoints.

According to Bain & Co, "5% increase in customer retention produces more than a 25% increase in profit."

Espire helped to improve the customer retention rate for one of the top Life Insurance companies in Singapore, by implementing a scalable Multi-Channel Customer Communication strategy to provide personalised communications across devices and channels.

Key outcomes include:

  • Customer Retention increased by 6% during the initial trial
  • Customer Journey Mapping delivered highly personalized CX
  • Interactive solution & workflows Automation improved Real-Time Personalized Communications across devices & channels
  • Customer Satisfaction improved by >5%
  • "Self-Service" feature was enabled for business users

Acing customer retention and cx in Insurance powered by quadient

b) Employees are the most important customers and Employee Experience is directly proportional to Customer Experience. Only a happy employee can provide a superlative experience to the customers.

Therefore, it is necessary to focus on employee retention by creating a super engaging environment and arming the employees with the right set of tools and TX solutions.

Espire's Employee Journey Mapping approach is focused on providing rich and everlasting experiences to its employees and uplifting employee retention to achieve overall satisfaction and increased productivity.

3 top reasons why employee experience leads to exemplary customer experience 1

With over 2 decades of experience behind us, and global operations spread across 11 locations worldwide - our Agile Digital Transformation Services help brands to be resilient to market disruptions and focus on business outcomes and returns.

To build business resilience against market disruptions, we are helping our customers deploy Total Experience (TX) solutions across enterprises and future-proof their Digital Transformation strategy. With our renewed focus on TX, we are paving way for enterprises deploy & deliver the best Customer Experience (CX), Business Experience (BX), and Employee Experience (EX) - by constantly reinventing our service offerings around Multi-Experience (MX), and User Experience (UX). Thereby, helping businesses drive greater growth and returns in 2021 & beyond.


A Complete guide to upgrade to sitecore xm cloud why when and how

Sitecore XM Cloud's composable architecture allows organizations to create and manage personalized digital experiences for their customers, increasing engagement and conversions. With its cloud-based delivery model, Sitecore XM Cloud eliminates the need for organizations to maintain on-premises infrastructure, providing a cost-effective and secure solution for managing digital customer experiences

Leveraging composable architecture to drive unforgettable digital experiences

A composable architecture allows the application to adapt to the speed of business while enhancing responsiveness and scalability, paving the way towards driving greater business growth. In our latest blog, we share the benefits of leveraging a composable microservices-led architecture for business applications.

Top 10 strategic technology trends for 2023 by gartner Part2

In our first blog on Top 10 Strategic Technology Trends for 2023 by Gartner, we had discussed the top 5 technology trends that will enable businesses to offer customized experiences to the end users for better engagement, ROI, conversion, and sales. As a concluding part of this 2 series blog, we will enlist and discuss the next 5 disruptive tech trends to be witnessed in 2023 such as Wireless value realization, Superapps, Adaptive AI, Metaverse and Sustainable technology.

Top 10 strategic technology trends for 2023 by gartner Part1

The pace of change is accelerating, driven by emerging technologies such as artificial intelligence, the Internet of Things, big data and blockchain-all of which are changing how we work, live, and manage our businesses. In this blog, Part 1 of the top 10 strategic technology trends for 2023, we will be exploring the top 5 trends identified by Gartner, which can significantly contribute to your success story.

Agile tech solutions and agile mindset foundation of future ready and resilient businesses

The Agile technologies help employees become self-sufficient and motivated to work more collaboratively & deliver ROI-driven solutions while eliminating the constant need for supervision and micro-management to achieve goals.

Role of data analytics to drive customer acquisition and maximize return on campaigns

Creating a customer-centric digital marketing strategy that accurately targets and addresses your customers’ needs is essential for any business. However, this can be challenging when you lack the right tools and data to help you do it. In this article, we’ll be focusing on how you can use data analytics in your digital marketing efforts to acquire new customers and retain current ones.

Sitecore Symposium 2022 Check out latest updates and announcements

Sitecore made some huge announcements during the Sitecore Symposium 2022 event to continue their journey to build and help and their customer and brands to deliver standout CX through innovative solutions that drive results and build customer loyalty. Learn about all the announcements and updates now.

Sitecore managed cloud drive digital experiences at scale with cloud

Businesses have started investing in digital experience platforms and technologies aggressively to drive omni-channel digital experiences throughout the customer journey. Sitecore empowers businesses to host their different DXP products on cloud, Sitecore Managed Cloud helps them streamline system integration, enhance the speed of deployments while providing improved security and data privacy.

Digital Communications and CCM Solutions 4 key initiatives to Improve Customer Experience

Digital communications help in stitching your prospect to customer journeys together by keeping them actively engaged and allowing them to re-initiate conversation from where they left off. Delivering contextual and interactive communications can help the customers take the next step and reach out to you through the channel convenient for them.

Total experience digital transformation strategy for global businesses

The Total Experience strategy has emerged as a key trend for businesses to drive better digital experiences for users, customers and employees while improving business growth

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