How to Reduce Tech-Related Stress for Customers and Employees

How to Reduce Tech-Related Stress for Customers and Employees

Your ability to become a successful company of the future depends on developing a cultural mindset that is focused on creating value for the people inside and outside the organization. The myth that technology drives digital transformation has been an ongoing fairy tale because while technology is an important factor, there is another element to the equation that creates a strong dependency on the first — the people.

Technology in most ways has a positive effect on business operations, especially in the automation of admin processes that come with communication with customers. While artificial intelligence is getting to know your customers by analyzing their wants and needs, it also means collecting huge amounts of customer insights. Some other digital tools such as chatbots are being used to interact with customers instead of a customer service agent and in some exceptional cases, this works just fine.

The belief that these digital tools can improve customer engagement like a miracle is just an illusion however, despite offering an effective and efficient way to speak to large audiences. The reality is that these technologies are greatly designed to replicate some sort of friendliness but are simply not able to offer the much-needed level of human connection customers need.

Covid-19 has been a wake-up call for businesses and has aggressively fast forwarded digital adoptions in working practices that most companies were not ready to take on. They were forced to send employees home who had to deal with the implementation and usage of new digital tools, something that should have progressively happened years ago.

According to research carried out by Mckinsey, it would have taken businesses more than a year to implement the level of remote working that was enforced as a result of the crisis. Despite the advantages of the nature of these digital technologies, the sudden change led to huge gaps of acceptance among the workforce and this is because employees have different needs, challenges and technical proficiency.

Employees and customers are often slow to adapt to new ways of doing things so now it’s time to ask yourself: What can I do to reduce the tech stress of my customers and employees and make their lives easier? I suggest two main things to consider:

1. Focus on the people.

Digitalization has many different positive aspects, but the more digital your business becomes the less human touch it can provide. Customers today expect more human interactions and less automated interactions. The role of new tech should make the life of your employees easier and ultimately highly complement their tasks so that they can focus on the emotional side of customer relationships.

The rush for easily monetizable consumer automated interactions makes it clear for customers that a brand is not authentically engaging with them. A Harvard Business Review study shows that companies are becoming increasingly impersonal by automating as many customer touchpoints as possible. In a highly digitalised world the human factor in customer experience gives your business a distinct competitive edge. The latest technology gets prioritised too often over authentic customer engagement.

First and foremost you should create an authentic and trusted customer relationship and then with the consent of your customers, use the technology available (predictive analytics and machine learning) to personalise the interactions with them. Not the other way around.

2. Reassess your digital initiatives.

As you’ve been experimenting with a huge number of virtual operations and interactions since before the pandemic started, you now have the opportunity to assess which technologies are extremely needed and which are not. The world of business is changing, some things will go back to previous ways, while others will remain changed forever.

You might think that using many different business tools to automate and improve processes will skyrocket productivity. However, switching between too many apps has some side effects such as lower productivity, higher costs and lack of collaboration in teams, to name a few. Developing a digital state of mind requires you to engage, educate and provide continuous support to your employees.

Low employee stress levels and making sure their experience remains positive throughout are as important as deciding which new technology to adopt. Digital transformation should have your people at the core because your people will be those who will make a successful transformation happen.

As I’m writing my book on customer-centricity, I find it imperative that companies find the right balance between the use of technology and human interactions. The challenge of the future is not whether artificial intelligence will replace people’s jobs but rather how to create a business culture in which technology and employees are able to walk hand-in-hand to provide human-driven customer experiences.

Ilenia Vidili

 

By: Ilenia Vidili / Entrepreneur Leadership Network VIP

 

Source: How to Reduce Tech-Related Stress for Customers and Employees

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Break The Psychological Barriers Holding Back Your Career

athlete running in red smoke

We tend to find reasons to blame others when our careers are not moving forward. Most of the time we don’t look critically at ourselves. It could be attributed to a bad boss, back-stabbing coworkers, bad luck or some sort of discrimination and prejudice.

These things, unfortunately, occur all too often in the workplace. Those are not the only reasons that hold you back. Sometimes you are your own worst enemy and do harm to your career development and advancement.

People have negative thoughts that play on endless loops. We experience feelings of anxiety and insecurity. Many of us have a fear of failure and are scared of the unknown. This prohibits us from taking action and moving forward in our careers.

To become successful, it’s important to counter these bad thoughts and feelings. You need to adopt a positive mindset which motivates you into action. Waiting, wanting and wishing for a miracle to happen is not a realistic plan. What’s required is a burning desire to achieve a desired goal, along with assertive actions.

We have all experienced difficult and and some traumatic events in our younger years. You may be thirty or fifty years old, but still view the world through the eyes of young, afraid kid who was bullied in school. These feelings are real, but you have to find a way to effectively deal with and rise above it. Incessantly reliving bad events from the past will inhibit you from living in the present. The constant negativity will eat-up your energy and restrain you from achieving great things.

To move forward with your career and succeed you must let go of the past. Stop reliving bad memories and quit being the victim. You can’t undo the past but you can build a bright new future. Forgive yourself and others so that you can move on with your life and career with a clean slate. Clear you mind to focus on the present moment and your goals for the future.

You may feel stuck in a rut but don’t know what to do next. Time goes by and you become increasingly frustrated. It’s easy to start getting resentful and angry at your situation. You will promise that a change will be made next week or after the New Year.

Stop saying it and start doing something positive. Take constructive steps to move forward. Keep in mind, an object in motion stays in motion. If you don’t move forward, you are falling behind. It’s too easy to become complacent and take the path of least resistance by staying in a bad situation.

It gets harder to change the longer you remain in a bad work relationship. Acknowledge your  feelings and start taking proactive steps. Devise a plan to change your circumstances. Write down the ideas to keep yourself honest, then take proactive measures every day. Push forward even if you’re tired and don’t want to do it. By cultivating these habits you will build mental and emotional muscle. You will become stronger, more confident and feel better about yourself as you take charge of your life.

We teach our children that if they try hard enough they can become anything they desire. Somehow as we get older, we’re not so sure about this. As grown working adults we doubt our abilities. After some setbacks, we believe that great success is solely for other people and not us. You need to heed your parent’s advice. Use the unique skills, attributes and gifts that you possess and relentlessly build upon them to achieve want you want in your career and life.

To succeed you need to let-go of the past, ignore the negative voices in your head, take bold initiatives and don’t give-in to excuses.

Follow me on Twitter or LinkedIn.

I am a CEO, founder, and executive recruiter at one of the oldest and largest global search firms in my area of expertise, and have personally placed thousands of professionals with top-tier companies over the last 20-plus years. I am passionate about advocating for job seekers. In doing so, I have founded a start-up company, WeCruitr, where our mission is to make the job search more humane and enjoyable. As a proponent of career growth, I am excited to share my insider interviewing tips and career advancement secrets with you in an honest, straightforward, no-nonsense and entertaining manner. My career advice will cover everything you need to know, including helping you decide if you really should seek out a new opportunity, whether you are leaving for the wrong reasons, proven successful interviewing techniques, negotiating a salary and accepting an offer and a real-world understanding of how the hiring process actually works. My articles come from an experienced recruiter’s insider perspective.

Source: Break The Psychological Barriers Holding Back Your Career

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Need Help Managing The End Of The Year Stress?

It’s both an exciting time of the year with holidays approaching and a stressful time of the year with all you are trying to accomplish. Add on some crazy weather issues and that further complicates things. So, how can you better manage everything and keep your sanity?

Reality Check. First, recognize that you won’t get it all done exactly as you imagined, and let yourself say “that’s okay.” We often have extremely high expectations for what we think we can accomplish during this time of the year. Perhaps we need to make our goals a little more realistic. That doesn’t mean you have to drop your enthusiasm; just do a reality check. See how much time is left and what is actually manageable. Readjust your goals to be more realistic.

Change others’ expectations. In addition to altering your own expectations, talk to your colleagues or supervisors to see if you can make some changes in their expectations for what can be accomplished at the end of the year. Chances are they are feeling just as stressed. Do you really need all those meetings at this time? Can the timelines for some projects be extended? Even if you are only able to change a few things, this can have a powerful impact on reducing your stress and maybe even theirs.

Chunk it into bits. One of the biggest stressors we face is the size of what we have to accomplish – whether it is finishing up work projects, getting all of our presents ready in advance, or cleaning our entire house for holiday company. Sometimes just viewing these massive lists we have created can be overwhelming.

If possible, break those large projects into smaller ones. Sometimes we only have 30 minutes here or there and we think we can’t get our big project done then. Which is true – we can’t. But, if we can break it into parts, we might get some of the smaller parts done during those shorter time periods. That can still help us feel a sense of accomplishment, and that we are not being overwhelmed.

Don’t forget your own self-care. We have the tendency to put all of our projects and others ahead of us during the end of the year mad rush to get it all done. Don’t do this. Make sure you still find time to exercise, get plenty of sleep, and engage in some activities for your own sanity (e.g., mindfulness, meditation, prayer, etc.). You need to keep up your physical, mental, emotional, and spiritual well being during this time, probably more than at any other time of the year.  Try to do something fun each day – this gives you added joy.

Take advantage of forced slow times. Maybe you are stuck in traffic on the highway or circling a parking lot to find a spot at the shopping mall or waiting in a long line at a store, or on hold on the phone. These are forced slow downs imposed on you. Instead of giving in to the temptation to get angry and frustrated, use these opportunities to do other things.

Each year, we know these things are going to occur, and yet we always seem surprised and frustrated by their existence (as if they just popped up). Be prepared. Bring other things to do while waiting in line or on the phone or as you are circling the parking lot. Maybe listening to relaxing music is just the thing that can keep your blood pressure from rising even higher.

Volunteer. It may seem counterintuitive to volunteer when we have so much on our own plates. But, this is the season to volunteer and help those less fortunate than us. While we may be very busy, sometimes just taking a little time to give back to others helps us to put things into perspective and remember how much we do have. It also helps us to remember the “reason for the season.”

The end of the year comes with celebrating various holidays and welcoming in a brand new year. It should be a time of joy and yet; it often comes with the stress of having too much to do and not enough time to get it all done. Following some of these tips might just help you get your energy back and enjoy this holiday time and ringing in the New Year!

Follow me on Twitter. Check out my website.

I am the Helen and William O’Toole Dean of the Villanova School of Business (VSB), and serve as the chief executive, academic and fiscal officer. VSB has more than 150 faculty and staff and 2,700 undergraduate and graduate students enrolled in VSB’s top-ranked programs. I am a licensed industrial and organizational psychologist with more than 25 years of experience consulting with private- and public-sector organizations. I wrote a weekly career coach column and answered reader questions in a monthly online chat for The Washington Post. I have served as an executive coach for several decades and developed the Executive Coaching and Leadership Development Programs for UMD’s Executive M.B.A. program and the Executive M.B.A. at the University of Tennessee. I earned my Ph.D. in industrial and organizational psychology from the University of Akron, Ohio and my B.A. in psychology from Loyola University in Maryland.

Source: Need Help Managing The End Of The Year Stress?

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