Latest News  

Creating a valuable customer experience driven by core values of a company

As HR becomes more and more integrated within the company's long-term strategic business strategies, the digitalization and high-technologies impacting the processes also have to be mirrored at the level of HR departments.

2018-12-04 11:31:45

In the perspective of Ioana Muşat from TELUS International Romania, the industry has been slow to realize that even if the employees could be surrounded with the finest tools and technologies, if engagement is low and attrition high, customer service will still suffer. "Companies who are hyper-focused on creating a corporate culture that engages and inspires their teams are the ones who are successfully delivering outstanding customer experiences on a consistent and sustained basis. They know that customer experience will never exceed employee experience," Musat told Outsourcing Today. According to the manager, even in the increasingly digital environment where customer support personnel have access to flashy tools, technologies and analytics, it's those companies focused on creating a culture which puts their people first that will succeed over the long-term.

The Human Resources department is the first button to press in the digital transformation process of a company, and it has to find its grounds in the presence of technology. Specialists say that in Human Resources, it is especially imperative to have special HR software that will help effectively manage talent as well as optimize plans and strategies based on data.

From recruitment to learning to career development, all aspects of the employee experience have evolved. This means HR teams have similarly evolved by adopting new technologies, processes, approaches, and mindsets to meaningfully supporting increased employee engagement, growth, and operational excellence among other more specific business objectives. According to Ioana Muşat, HR Manager of TELUS International Romania, "In an increasingly digitized world, we need humans working in concert with technology for it to be effective. In our CX industry, we focus on and invest in the latest technology (Xavient Digital acquisition), but also on the people and the processes that are key to being able to deliver the human touch that customers are demanding in the 21st century," the manager told Outsourcing Today.


The same applies to other departments, which will have tools to digitize their processes. But none of these tools are useful if they are not also operated digitally.

This is why the HR department must be the first to become aware of this and occupy the start of a company's digital transformation plan. Training your employees to adapt and develop is the basis for any digital transformation. People and culture are often the biggest barriers to digital innovation. In addition to investing in technology, brands need to prepare their teams for the digital transformation by fostering a culture that empowers employees, optimizes operations, transforms products and services, and most importantly engages customers. Other aspects include training and development, as well as recruiting and engaging – because at the end of the day, you need to keep high-tech touch in order to create beautiful customer experiences which ultimately lead to top-line growth.


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
CrowdStrike opens a new center of innovation in Bucharest

CrowdStrike Inc., the leader in cloud-delivered endpoint protection, announced the official opening of its new Center of Innovation in the Pipera Technology District, Bucharest, Romania.

 Read Full article »
Romania leads in top of countries with highest number of cybersecurity incidents

Romania is leader in the top of jurisdictions recording the highest number of cybersecurity incidents with 14 attacks, followed by the Czech republic (11) and Hungary (8), according to the study "The Cybersecur

 Read Full article »
Oracle and KPMG study shows data security as priority for business leaders

In August 2018, Oracle applied a questionnaire with a number of questions about transformation technologies to a total of 4,000 respondents in 21 markets. Respondents were top managers in the following markets:

 Read Full article »
Colt Technology Services expands fibre network in four CEE cities

UK-headquartered Colt Technology Services said that it is expanding its IQ fibre network in Bucharest, Zagreb, Belgrade and Sofia as part of its plan for expansion in Central and Eastern Europe (CEE).

 Read Full article »
SAP Romania brings the cloud procurement solution SAP Ariba on local market

SAP Romania, the local subsidiary of the world's largest business software maker, has launched the SAP Ariba Snap program for the domestic market to support the digitization of specific procurement activities.

 Read Full article »
The software industry's input in Romanian economy was 5.4 billion Euro in 2018

According to the latest analysis of KeysFin, 17,000 companies operating in the Romanian software industry generate EUR 5.4 billion in turnover and employ 106,000 people generates 5.4 billion Euro in 2018 in Rom

 Read Full article »
Atos launches construction of global R&D Lab to drive innovation in Quantum Computing

Atos, global leader in digital transformation, officially launches the start of the construction of its new global Research & Development Lab dedicated to research in quantum computing.

 Read Full article »
Softelligence launches its own Academy to form specialists in insurance and banking

Specialized in business software development, Romanian company Softelligence announced it plans to increase its team by 50 per cent in the next two years, by hiring 100 to 150 new colleagues, the company announ

 Read Full article »
Romanian IT group Bittnet issued new bonds were traded on BSE

A new series of corporate bonds issued by Romanian IT group Bittnet Systems was admitted to trading on the main market of the Bucharest Stock Exchange (BVB).

 Read Full article »
Deloitte report: Two billion youth risk of being left behind in the Fourth Industrial Revolution workforce

Almost two billion youth worldwide risk of being left behind in the Fourth Industrial Revolution (Industry 4.0) workforce, which is changing at an increasingly rapid pace as a result of the emerging technologie

 Read Full article »
 
 
MOST READ ARTICLES
» Endava expands its IT team in Republic...
» Oracle goes to Oregon Park, the buildi...
» Oracle and KPMG study shows data secur...
» Workplaces, keeping up with the times
» SAP grows its cloud computing team at ...
» Atos and Transilvania University launc...
» CRF Health launches Romanian office an...
» Softelligence launches its own Academy...
» Romania leads in top of countries with...
» TELUS International Europe: Three ways...
 
EDITOR CHOICE
How Tech-ready are companies?

Technology has made it easier and faster than ever to prepare, anticipate, implement, and get the job done for everyone, from the simple technology home user to all levels and departments of a corporation. Howe

 Read Full article »
Workplaces, keeping up with the times

For a company, being people-centric is a way of doing business and engaging employees in the company's operations and strategies in a way that provides a positive employment experience before and after the sell

 Read Full article »
Creating a valuable customer experience driven by core values of a company

As HR becomes more and more integrated within the company's long-term strategic business strategies, the digitalization and high-technologies impacting the processes also have to be mirrored at the level of HR

 Read Full article »
Ergonomics in practice - 5 tips for better health at work

Ergonomics is so much more than standing up during the day and sitting correctly. There are so many factors in our environment which also have an effect on our health, and influence our wellbeing at work. The

 Read Full article »
Technology, Mobility and Wellness make for the perfect workplace

The technology binge is pushing ahead the communities, businesses and all aspects related to work and workplaces in such a fast manner that we haven't noticed since the very booming of the office market. And as

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area | GDPR policy
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events