Hybrid Work and AI Impact Employee Experience and Business Performance

NTT Ltd, a prominent IT infrastructure and services company and the parent organization of Dimension Data, has released its 2023 Global Employee Experience Trends Report. This report delves into the impact of current workplace trends, such as the integration of hybrid work and Artificial Intelligence [AI], on employee experience strategies and the connection between EX and business performance.

According to the findings, a significant 90% of businesses acknowledge that enabling hybrid and remote work positively affects their financial performance. However, only 48% of organizations strongly affirm that their employees have access to the necessary technology for effective work, whether at home or in the office.

Many organizations are adopting more structured work approaches. The report reveals that approximately 56% of hybrid workers now spend half of their workweek at the office.

Despite this shift, as hybrid models remain crucial to enhancing the employee experience, organizations must ensure that employees have access to the required technologies, regardless of their location. This reflects the evolving narrative of employee experience, which now emphasizes the importance of empowering employees with the right technologies to drive efficiency, compared to the previous focus on employee well-being.

The report also highlights that top-performing companies, those that increased their IT investments and adopted EX technology, were 56% more likely than underperformers to report enhanced business growth through improved EX. They were also 89% more likely than others to significantly boost employee satisfaction.

Marc Jessiman, Vice President of Technology Solutions at Dimension Data, commented on the research, noting a disconnect between what employers provide and what employees require, particularly in hybrid work scenarios. He mentioned that many employees prefer flexibility in their work arrangements, but hybrid working strategies can limit this flexibility. He further pointed out that 73% of organizations believe that hybrid and remote work have contributed to mobility investments over the past two years, indicating a need to enhance EX and bridge these disconnects.

In addition to the impact of hybrid work, the report indicates that AI is also influencing the employee experience. This emerging technology has been voted as the top enabler of future customer experience [CX] and EX strategies, and AI interfaces are expected to become the norm for 4 out of 5 organizations within the next 12 months. Nonetheless, 87% of organizations emphasize the continued importance of human-led support in their customer engagement strategies.

Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, underlines the relevance of NTT’s report findings in today’s dynamic work landscape, highlighting the growing era of permanent hybrid work and the focus on employee engagement. AI adoption is on the rise due to the substantial business outcomes it delivers, and organizations are seeking guidance on harnessing AI’s potential to succeed in their markets while supporting employee fulfillment and well-being.

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