CEOs see hybrid work flexibility as key foundation for successful employee experience strategies

  • Despite this, less than half (48%) of organizations offer employees the technology they need for hybrid work.
  • Only 25 percent of operations executives say they are very satisfied with Employee Experience (EX) capabilities.

Barneveld, Oct. 11, 2023 - NTT Ltd. a global, leading IT infrastructure and services provider, today announced the findings of the 2023 Global Employee Experience Trends Report. This examined the correlation between EX and business performance and how current workplace trends, such as hybrid working and AI, affect EX strategies.

The report shows that 90 percent of companies believe that enabling hybrid and remote working has a positive impact on their bottom line. Despite this, only less than half (48 percent) of organizations completely agree that employees have access to the technology they need to work well both at home and in the office.

Many organizations are now implementing more structured approaches to working. For example, the report shows that about 56 percent of hybrid employees spend half of the work week in the office. Since hybrid models are still preferred and seen as fundamental to positive EX by the majority of business leaders, organizations must ensure that employees have the technologies needed to work effectively regardless of location. This shows how the EX story has evolved in recent years. It is now a company-wide priority to proactively ensure employees have the right technologies to drive efficiency and feel connected.

The best-performing companies that increased their IT spending and invested in EX technology were 56 percent more likely than the worst-performing companies to report improved business growth due to improvements to EX. 89 percent were more likely than all other companies to significantly increase employee satisfaction.

"The gap between what employees need and what companies offer them is still too wide. Too often we see hybrid work strategies that focus on one type of work style, despite employees wanting the flexibility to work in a way that suits them," indicated Amit Dhingra, executive Vice President of Network Services at NTT.

"It was positive to see that 73 percent of organizations agree that the need for hybrid and remote working has led to their investment in mobility over the past two years to promote flexibility, but more needs to be done to narrow the gap and improve EX. This is especially true because satisfied and engaged employees are 66 percent more likely to deliver exceptional customer service," adds Dhingra.

In addition to hybrid work, EX is also being impacted by the rise of AI. The emerging technology has been named the No. 1 enabler of future customer experience (CX) and EX strategies. AI interfaces will become the norm for 4 in 5 organizations in the next 12 months. Nevertheless, 87 percent of organizations agree that human support remains a critical element in customer engagement.

"The findings in NTT's report reflect today's dynamic work landscape, including a more permanent era of hybrid work and focus on employee engagement," said Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics. "AI adoption is growing, driven by the real business results that revolutionary AI technologies are delivering. Organizations are looking for guidance on how to leverage all that AI has to offer to successfully dominate their markets while supporting employee satisfaction and well-being."

Look for the full report here.


About NTT Ltd.
Part of NTT DATA, a $30 billion IT service provider, NTT Ltd. is a leading IT infrastructure and services company serving 65% of the Fortune Global 500 and more than 75% of the Fortune Global 100. We provide the foundation for organizations' edge-to-cloud network ecosystem, simplify the complexity of their workloads in multicloud environments and innovate at the edge of their IT environments where networking, cloud and applications converge. We provide customized infrastructure and ensure consistent best practices in design and operations in our secure, scalable and customizable data centers. Envisioning a software-defined future, we support organizations with our platform-based infrastructure services. We enable a connected future.

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