Hybrid work benefits acknowledged, but tech support lags

Strategic IT investments boost top-performing organisations, while AI reshapes customer and employee experiences.
By: | October 17, 2023

Despite 90% of organisations agreeing that hybrid and remote work positively impacts their bottom line, in NTT’s 2023 Global Employee Experience Trends Report, fewer than half (48% global and 51% Asia-Pacific) strongly agree that employees have access to the technology they need to work well both at home and in the office.

This technology gap underscored the need for organisations to equip employees with essential technology, especially as 56% globally and 58% in the Asia-Pacific region now adopt structured hybrid work models. Despite hybrid work’s favourability, technology provision remains vital to nurturing a positive employee experience (EX).

Amit Dhingra, Executive Vice-President of Network Services at NTT, said, “The disconnect between what employees need and what organisations provide them with is still too large. Too often we see hybrid working strategies focusing on one type of working style, despite employees wanting the flexibility to work in a way that suits them.”

The report also emphasised the impact of IT investment in EX technology. Top-performing organisations, which allocated resources in this area, were 56% more likely to report improved business growth and 89% more likely to achieve significantly higher employee satisfaction.

READ MORE: Hybrid work driving higher productivity and workforce inclusivity

Beyond hybrid work, the report highlighted the growing role of AI. AI is predicted to be the primary driver of future customer experience and EX strategies, with AI interfaces expected to become the norm in four out of five organisations within the next year. However, 87% of organisations still consider human-led support a critical element in customer engagement.

Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics, concluded, “The adoption of AI is growing, driven by the real business outcomes revolutionary AI technologies are bringing. Organisations are seeking guidance on how to harness all that AI has to offer to succeed in dominating their markets while supporting employee fulfilment and wellbeing.”