From internal structures to external success

Richard Branson said it best: “Take care of your employees, and they’ll take care of your business. It’s as simple as that.” And yet, 82% of companies believe their employee experience (EX) levels are low and that it’s impacting their success.

This week on Catalyst, Kim Curley, NTT DATA’s Vice President of People and Organizational Consulting, joins Chris and Gina to discuss how internal structural problems can lead to external problems for users. Check out the highlights below, then dive into the full episode to learn more about how organizational culture affects customer experience, and the growing recognition of the importance of employee experience.

Address the full range of organizational issues

Software is straightforward, it’s people that are complicated. In addressing organizational challenges, you’re likely to find issues with both structural (tools and processes) and human elements. When adopting new systems, it’s important to address both intrinsic and extrinsic motivations of individuals within your existing organizational structures.

Remember brain science

Humans have a natural resistance to change; it’s how we’re wired. Understanding that is critical to successfully implementing new systems. Comfort, as well as fear of being vulnerable in learning something new or adapting to change, keep individuals anchored to familiar ways of doing things. Have a plan to overcome these challenges. 

Better tools = empowered employees 

Efficiency and user-friendliness of workplace tools play a vital role in employee empowerment. When tools help them manage their time better, it frees up their cognitive resources for strategic and high-value thinking — meaning they can spend their time contributing to the higher mission of the company.

Better tools = happier customers

The way employees interact with systems, tools, and processes is integral to shaping the overall culture of an organization. Make your employees’ lives easier and they’ll be equipped to make your customers’ lives easier. 

As always, don’t forget to subscribe to Catalyst wherever you get your podcasts! We drop a new episode every Tuesday, and each one is jam-packed with catalysts for digital experiences that move millions.