Employee and Customer Experiences Evolve as Businesses Plan for a New Future

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There is no doubt that changes in the wider world have altered how businesses operate. Customer expectations have also changed, with seamless cross-channel digital experiences and more personalized online interactions high on their agenda. It’s no surprise then that more organizations are rethinking both their long-term customer (CX) and employee experience (EX) strategies. The future resilience and success of businesses will depend on shaping an operational culture that intertwines the two.

  • 77% of organizations say their customer engagement strategies have fundamentally changed
  • 75% of organizations have increased reliance on remote working
  • 50% of organizations feel employee productivity & business agility are now more important in organizational decision making


In this short video, a 451 Research expert shares their thoughts on common mistakes made when evolving to a hybrid working environment. Plus, you’ll learn how to create a perfect balance between home and office working.

The future is now: Embracing hybrid working As we evolve from entirely home working to a blend of in-office and remote, the challenges organizations face are also evolving. The focus now is on enabling employees to seamlessly switch between multiple locations and remain productive. 451 Research’s series of three business impact briefs provides guidance on the operational challenges currently faced by organizations, as well as best practice on how to overcome them.

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