NTT Ltd., an IT infrastructure and services entity, has released the findings from its 2023 Global Employee Experience Trends Report. The research shines a spotlight on the evolving workplace dynamics, particularly the hybrid work model and the role of AI, in shaping employee experience (EX) strategies. Furthermore, it delves into the relationship between EX and overall business performance.

The report found that while 90% of businesses see the enablement of hybrid and remote work as having a positive impact on their bottom line, less than half (48%) of organizations strongly agree that employees have access to the technology they need to work well both at home, and in the office.

Many organizations are now implementing more structured approaches to work, with the report finding that approximately 56% of hybrid workers spend half the work week at the office. However, with hybrid models still favourable and recognized by the majority of business leaders as fundamental to positive EX, organizations need to ensure they are providing employees with the technologies they need to work effectively, regardless of location.  The contemporary narrative surrounding EX underscores a concerted effort by businesses to actively furnish employees with apt technologies, thereby fostering connectivity and operational efficiency.


Successful Firms Invest More in EX Technology

There’s a clear correlation between companies that allocate more resources towards IT and those that report enhanced business growth attributed to EX improvements. Such top-tier companies are 56% more likely than their lower-performing counterparts to cite business growth resulting from improved EX. Moreover, they are 89% more inclined than the broader business community to note a marked rise in employee contentment.

Amit Dhingra, the Executive Vice President of Network Services at NTT Ltd., commented on the findings. He expressed concern over the evident chasm between employees’ needs and the resources provided by businesses. Dhingra remarked, “Too frequently, we witness hybrid work strategies that cater to a singular work pattern, even though employees desire the liberty to adopt a work mode that aligns with their preferences.”

Dhingra also highlighted the encouraging statistic that 73% of firms concur that the hybrid work model has prompted them to prioritise mobility in the past two years. Nevertheless, he stressed the importance of further initiatives to bridge the gap and enhance EX, especially since satisfied employees are 66% more inclined to offer stellar customer service.


AI Emerges as a Game-Changer, Yet Human Touch Remains Irreplaceable

Beyond the realm of hybrid working, the ascent of AI is creating ripples in the EX domain. This groundbreaking technology has been heralded as the primary catalyst for shaping future customer experience (CX) and EX strategies. Astonishingly, AI interfaces are anticipated to become standard across four out of every five organizations in the coming year. Yet, a resounding 87% of businesses concur that human-driven support is indispensable for engaging customers.

Sheila McGee-Smith, the President & Principal Analyst at McGee-Smith Analytics, opined on NTT’s report, recognising its accurate depiction of the current fluid work environment. McGee-Smith emphasised the consolidation of the hybrid work model and the increased emphasis on employee engagement. She observed, “The embrace of AI is intensifying, spurred by tangible business benefits from cutting-edge AI solutions. Companies are actively seeking guidance to maximise the potential of AI, ensuring market dominance while simultaneously promoting employee satisfaction and wellness.”

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