Customers are more empowered with choices, more vocal about their desires, and more tech-savvy in their communication than ever before. Satisfying customer expectations each and every time determines whether today’s businesses rise or fall. To rise, enterprises not only need to maximize the customer experience, but also shift their focus to employee engagement. After all, the more engaged their employees become, the more value they can provide to customers.

IDC’s recent Experience Survey 2015 stated that “the ability to link both employee and customer experiences together in order to deliver a holistic view of digital and social transformation is at the epicenter of competitive differentiation.” While enterprises must approach their business strategy through a customer-obsessed lens, they cannot successfully drive digital transformation or create unique customer moments if their employees are unmotivated and bogged down by old, clunky technology. These factors hinder their ability to engage with customers and excel at their job.

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