{"id":32380,"date":"2023-10-25T11:24:42","date_gmt":"2023-10-25T16:24:42","guid":{"rendered":"https:\/\/www.openintl.com\/ambienteTrabajo2\/?p=32380"},"modified":"2024-02-23T15:59:33","modified_gmt":"2024-02-23T20:59:33","slug":"single-approach-customer-and-employee-experience-with-smartflex","status":"publish","type":"post","link":"https:\/\/www.openintl.com\/ambienteTrabajo2\/single-approach-customer-and-employee-experience-with-smartflex\/","title":{"rendered":"Breaking boundaries: A Single Approach to Customer and Employee Experience with Smartflex"},"content":{"rendered":"\t\t
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Nowadays, utilities need to think of new and efficient ways to improve their customer satisfaction. One way to do so is by improving both customer and employee experience.; this blend is known as \"Total Experience\". Smartflex, Open's next-generation CIS solution, is loaded with game-changing innovations aimed at providing utilities with technological tools that enable them to embrace a Total Experience approach.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Traditionally, companies have treated employee experience (EX) and customer experience (CX) as separate functions, with one focusing on productivity and retention, and the other on building customer relationships and providing services. In fact, most organizations tend to only focus on customer engagement and creating customer-centric business models, failing to keep in mind that achieving a superior customer experience is heavily influenced by employees and their work dynamics.<\/p>

In the daily operation of utilities, employees are faced with software that can be rigid and complex to use, leading to frustration and confusion among users. This can negatively impact productivity and increase the likelihood of errors. It\u2019s important to realize that the complex nature of IT solutions not only affects those who use the technology internally, but also directly influences the quality of service provided to end customers.<\/p>

With this in mind, utilities face a great obstacle: finding a software solution that improves EX without compromising its technological aspects. To address this challenge, they must be selective in their choice of software providers, opting for those that offer cutting-edge, holistic, and flexible solutions that are user friendly and provide advanced digital tools for training. These types of solutions will help improve employee experience, which will in turn have an impact on customer experience. This combination is known in the industry as Total Experience (TX), a trend that emphasizes providing experiences not only to customers but also to users, breaking down the barriers between Employee Experience (EX) and Customer Experience (CX).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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According to a Harvard Business Review, companies adopting a Total Experience approach as part of their organizational DNA could benefit from several advantages such as [1]:<\/p>