The pandemic completely transformed the way we work and how modern IT leaders will view network and security, likely forever. With remote and hybrid workforces becoming the new norm, employees have had to adapt to meet the changing needs of their customers who now expect a seamless, high-quality experience regardless of where and how they interact with a business. To deliver on these expectations, organizations are embracing a flexible, secure infrastructure that can support work-from-anywhere and bring-your-own-device approaches, as well as establishing guidelines and protocols to make sure customer experience (CX) remains high across the business.
Creating a CX that can bridge the gap between the physical and virtual work environment is crucial for organizations to succeed in this new era of distributed workforces. On top of this, with belts tightening and enterprises going all-in on efficiency, those that struggle to figure this out soon could be in some major trouble quickly.
To improve CX today, there are a few things to consider, starting at the foundational level with network and security.
Network and security
One of the biggest challenges for businesses in this new age of work is creating a secure, enterprise-grade infrastructure that can support remote workforces. In fact, according to Aryaka’s Enterprise Network Transformation Report, 98% of IT leaders said hybrid work has increased the need for new network and security solutions. Another 98% of IT leaders said they plan to increase their dependence and investment in cloud services.
This infrastructure should be flexible and allow employees to access the network and work tools from any device, anywhere in the world, enabling a seamless customer experience. This requires implementing effective SASE security measures, such as Secure Web Gateway (SWG) and Firewall as a Service (FWaaS), to ensure that remote workers can retrieve necessary enterprise data and resources securely, as well as share them with colleagues and others without compromising this confidential information. It also requires a flexible, global network that’s easy to consume and enables fast application performance for enterprises. After all, the network is responsible for connecting everything together, from branch offices connecting to enterprise applications to AI in the cloud.
One emerging approach that has recently exploded in popularity is Network-as-a-Service (NaaS), as it enables organizations to be more agile by adapting networking services on demand, similar to how they consume other SaaS applications. 95% of C-level leaders in Aryaka’s Enterprise Network Transformation Report expected managed services and network-as-a-services to play a bigger role this year.
Resources and support
Another important factor in improving CX in a work-from-anywhere world is ensuring that remote workers have access to the same resources and support they would have in an on-site environment. This includes providing access to training materials, IT support, customer data, and collaboration tools. Critically, it’s about making it easy for them to access this information, knowing where and how to find it, especially in a pinch. By ensuring that remote workers have the resources they need to do their jobs effectively, businesses can ensure that their customers receive the same high-quality service they would expect from employees working in an on-site environment. The goal should be for your customers to have a consistent experience, no matter who they’re interacting with or where they’re located. If they can ‘feel’ that your business is distributed, there are things you still need to clean up.
Clear guidelines
A major concern that organizations face with remote workforces is the lack of control over employees' work environment, which leaders fear will negatively impact productivity and, therefore, customer relationships and experiences. Remote workers don’t have the luxury of seeing their colleagues in-person daily and sometimes they lack access to the same level of support that on-site employees benefit from. As a result, it's crucial for business leaders to lay out a clear set of guidelines for remote employees. This includes establishing an approved suite of communication channels that are properly secured with tools like Data Loss Prevention (DLP), setting explicit expectations for all remote workers about their work schedules and their deliverables, and providing regular feedback and performance evaluations to improve employee satisfaction and help them maximize results. The more you can engage remote employees and make them feel like valued members of the team with a shared culture, just as you would with employees in the office, the better CX your business will deliver.
Looking ahead
Businesses that have lagged in these areas with the hope that everything would shift back to the ways of pre-pandemic times are in for a rude awakening. As employees around the globe head back into the office to varying degrees, it’s obvious that this new way of working is not a fad and is here to stay. Remote work – whether full-time, part-time, or in case of emergency – is something all businesses need to address head on because if they don’t, they won’t remain in business for much longer.
If your organization continues to follow the status quo, your loyal partners and customers may stick by you for a bit, but there will come a time when they begin to realize that your limited, archaic approach is impacting their bottom line. When that happens, all bets are off, especially in a tight market. You can get ahead of this conundrum by accepting that this shift in work is real, needs to be addressed with constantly evolving strategies, and, most importantly, requires the flexibility to match your employees’ preferred working styles.
