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
Cushman & Wakefield Echinox: StreamWIDE joins the new IT hub created in the Timpuri Noi Square project

StreamWIDE, a company specialized in the software and telecommunications industry, realocates its office in Bucharest in the Timpuri Noi Square project, joining the new IT hub created in the business park devel

 Read Full article »
CBRE: Office deliveries expected to bring new stock of 635.00 sqm, Bucharest to reach 3.9 mln sqm modern office spaces

During 2020–2021 to approx. 635,000 sqm of modern office space are expected to be delivered on market, increasing the Bucharest modern stock at approx. 3.9 million sq m, a step closer to a new a threshold and

 Read Full article »
Uber opens at Bucharest the largest support center to drivers and business partners in CEE

Uber company launched this week in Bucharest the largest center in Central and Eastern Europe that offers assistance to drivers and business partners in Romania, a center where they can contact directly Uber re

 Read Full article »
Samsung and Orange Romania activated the 5G VR Live streaming at Untold Music Festival in Romania

Samsung Electronics and Orange Romania have successfully deployed a 5G New Radio (NR) network to demonstrate a series of 5G use cases at Untold Festival 2019, the largest annual dance music festival in Romania,

 Read Full article »
MVP Lab in Sibiu named as one of Europe's best in the "Ones to Watch" list at European Business Awards

Ropardo MVP Lab has been named as ‘One to Watch' in Europe in a list of business excellence published by the European Business Awards, one of world's largest and longest running business competitions.

 Read Full article »
Endava marks one year since IPO

Endava, one of the most important software companies, present on the local market with 7 delivery centers, reaches an almost double capitalization, 2.07 billion USD, on July 26, 2019, one year after listing. Th

 Read Full article »
Infosys opens cyber defence centre in Bucharest

Infosys, a global leader in next-generation digital services and consulting, announced the launch of its Cyber Defence Centre in Bucharest, Romania. The Defence Centre is an expansion of services delivered thro

 Read Full article »
QuEST Global completes integration of IT Six Global Services

QuEST Global, a global product engineering and lifecycle services company, has successfully completed the integration of IT Six Global Services SRL. QuEST Global acquired IT Six, a software engineering services

 Read Full article »
RE MAX Romania opens three more offices

RE/MAX Romania has expanded its network, adding three new offices – RE/MAX Partners in Cluj, RE/MAX Quality in Sibiu and RE/MAX Prestige in Targu Mures.

 Read Full article »
Microsoft and OpenAI form exclusive computing partnership to build new Azure AI supercomputing technologies

Microsoft Corp. and OpenAI have partnered to further extend Microsoft Azure's capabilities in large-scale AI systems, according to a release of Microsoft.

 Read Full article »
 
 
 
MOST READ ARTICLES
» Meet the winners of ROMANIAN BUSINESS ...
» Capgemini to open new office at Suceav...
» Molson Coors started to grow its busin...
» The Outsourcing industry announces its...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» DB Global Technology creates new techn...
» London Stock Exchange Group to establi...
» PwC: The competitive advantages of Rom...
» Raiffeisen Bank Romania outsources onl...
» Genpact's COO: Staying ahead of the cu...
 
EDITOR CHOICE
Workplace of the Future conference to take place on November 20th at Bucharest

The Diplomat-Bucharest together with Outsourcing Today organize the 3rd Edition of WORKPLACE OF THE FUTURE, on 20th of November 2019, in Bucharest, at Capital Plaza Hotel.

 Read Full article »
Strategic Talent Acquisition at People Empowering Business Forum on October 30 in Bucharest

Latest trends like demographic upheaval, globalization, digital technology, and changing social values and worker expectations, are disrupting business models and radically changing the workplace. These are req

 Read Full article »
Informal IT School and UiPath launch an educational program for RPA development to start in October

Informal IT School announced a partnership with UiPath to launch an RPA development educational program of five months, 100 hours of courses, five days a week. The program will run in Cluj-Napoca.

 Read Full article »
Impact Hub Bucharest joins 3house to manage three coworking spaces in the city

Impact Hub Bucharest, a coworking spaces manager and developer of accelerator programs and events merged with 3house, a new concept of workplace launched in 2018. By this, Impact Hub reaches 3 locations and 6.7

 Read Full article »
JLL: Total office space in Bucharest to reach 3 million sqm

The second quarter of 2019 reconfirmed the increased interest for the office market in Romania. Over 115,000 square meters of office space were leased over this period at the national level, a value similar wit

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