For many organisations , digital innovation is focused on the customer experience . Most companies understand that to become future-ready , to gain competitive advantage , they need to build trust and loyalty through experiences that delight their customers . Omnichannel strategies , hyper-personalisation and innovative products and services are all part of this new customer experience . But that ’ s only part of the equation .

At its core , digital transformation is business transformation , and that makes it a people and organisational issue . Transforming the employee experience is just as important as transforming the customer experience . A stellar employee experience attracts talent and boosts workforce engagement , productivity and retention — which directly improves a company ’ s financial performance . Such companies out perform the S & P 500 by 122 % and are 21 % more profitable than companies with poor employee engagement . It ’ s all about the human impact .

Fortunately , companies don ’ t have to start from scratch with employee experience . They already have a valuable tool at their disposal : the playbook they ’ ve used to enhance customer experience . By applying purpose driven , human-centred and customer-centric principles to the employee experience and internal business processes , companies create sustainable business value through increased cost efficiency , productivity and growth .

Ultimately , employee experience drives customer experience . For example , Bupa , one of the world ’ s leading health companies , recognised that it needed a transformation to achieve dual business outcomes : be an effective champion for customers , and enable and inspire its people . Avanade Advisory supported Bupa ’ s transformation across multiple domains to accelerate its journey toward a more digital business . Avanade supported Bupa ’ s customer experience and personalisation program to deliver the right message to the right members at the right time through the right channel . Avanade also helped Bupa set future-ready enterprise architectures and define key digital building blocks including cloud foundations , integration fabric and modern engineering disciplines .

In partnership with Avanade Advisory , Bupa also transformed its information services operating model and ways of working to better-equip its people to be effective champions for customers , embrace agile disciplines and collaborate seamlessly across the business through cross-functional teams .

Digital transformation requires a careful balance of investment in customer- and employee-focused innovations . Avanade Advisory can help you develop practical strategies to make your digital transformation easier and accelerate business outcomes .

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