While there are still open questions, 2021’s business landscape is coming into sharper focus. As the dust starts to settle, one thing is already clear: the world is more digital than it used to be, and it will continue to be so.
To learn more about how businesses are optimizing their digital operations, Salesforce Research analyzed data from 11 different research studies. While our full findings can be found in the new Trends in Workflow Automation report, this article covers key takeaways for IT teams.
Employee experience benefits customer experience — and revenue
People have long understood the connection between customer experience (CX) and revenue: satisfied customers are more likely to buy. However, according to business executives, optimizing employee experience (EX) may be similarly impactful, raising revenue both indirectly (by improving CX) and directly.
Interestingly, this relationship only goes one way. That is, while most executives agree that investing in EX leads to CX, they are far less likely to believe that enhancing CX leads to improved EX.