A tight labor market has made the employee experience more important than ever to the success of middle market firms. A positive employee experience drives customer experience, improves employee productivity and raises customer experience scores. But disconnected data could be hurting your organization’s employee experience—and, by extension, your customers.
Employees—from customer service representatives all the way to the C-suite—need connected, accessible data. Yet most middle market businesses struggle with data siloes and outdated systems that prevent employees from accessing the information they need to do their jobs.
How can your organization escape the data dilemma and realize the full potential of your data and your employees? Ask these six questions to find out.
1. Are employees experiencing warning signs of disconnected data?
Red flags aren’t always evident to management. Ask the employees on the front lines with your customers if they regularly face any of the following problems:
- Siloed systems. Are employees having to spend too much time pulling data from disparate systems that don’t work together to gather complete, accurate customer profiles?
- Overly complicated procedures. Do employees have to search multiple data sources for the information they need? Are processes unintuitive and unconnected?
- Reliance on manual processes. Do employees cobble together information using spreadsheets or other manual methods?
2. Do we have a robust data governance policy?
Without a solid data governance plan, even the world’s biggest data warehouse won’t deliver the single-pane-of-glass vision you need. If your organization doesn’t have a data governance program in place, establishing one will be critical to data success.
Consider the following when developing your data governance policy:
- What types of data should be accessible and by whom?
- How will access to data be controlled?
- What risk mitigation factors must be considered?
- How will new solutions be selected? Which decisionmakers should participate in those choices?
3. Does our approach to data management support or thwart the employee and customer experience?
Ultimately, serving the customer is every employee’s most important job. To succeed, employees need the right data at the right moment. Without real-time access to current, reliable data, the customer experience suffers. When integrated, standardized and accurate data provides a single source of truth and employees enjoy a seamless experience that informs their interaction with customers. Automated processes and workflows that save employees time also improve the employee experience, which can positively affect customer interactions.