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We thought IT leaders wouldn't be interested in employee experience. Turns out we were wrong.

Are IT leaders only worried about IT infra and not about employee experience? Not exactly, EX is one of their key focus areas right now.

We started Atomicwork with a hunch that employee experience (EX) was an area ripe for innovation. We saw that companies were investing heavily in customer experience (CX), but often neglected the needs of their own employees. We believed that by improving EX, we could help companies create a more engaged and productive workforce.

However, we also had a concern. We worried that IT leaders, who are often focused on infrastructure and operations, might not see the value in EX. We thought they might view it as a "soft" issue, not something that was critical to the success of the business.

Turns out we were wrong.

CXOs and their take on EX

As we've talked to IT leaders over the past year, we've been pleasantly surprised by their level of interest in EX. They understand that happy employees are more productive, and that improving EX can have a positive impact on the bottom line. They also recognize that EX is becoming increasingly important in a world where remote work is becoming more common.

Of course, IT leaders still care about infrastructure and operations. But they're also starting to see the bigger picture. They're realizing that technology can play a key role in improving EX, and they're eager to explore new solutions that can help them achieve that goal.

My team and I were part of the Pink24 and SITS 2024 conferences that happened in the US earlier this year, where I got the opportunity to speak to several CIOs and understand their current thought processes. I’ve also been regularly connecting with IT leaders in general, and our conversations have been nothing but insightful.

• Aysha Khan, CISO and CIO of Treasure Data, said her three priorities for the year is improving user experience, improving the organization’s productivity by bringing all the tools and technology together, and improving cybersecurity, app security, and data security.

• Nipun Soni, CFO of Picarro, said he is focussed on improving user experience and enhancing the experience for both end users and the enterprise alike.

• Shyam Ramachandran, CIO of Onto Innovation, spoke about creating impactful outcomes through an integrated digital enterprise operating model for employees, partners, suppliers, and customers.

Top three priorities of CIOs

Overall, there are three things that are on top of every CIO’s mind right now:

1. How do we deliver a better experience for our end users so they can do meaningful work?

IT leaders are looking at creating a better experience for end users by trying to take their service delivery to where their users are. That's a top-of-the-mind problem for most technology and IT leaders.

2. How do we improve overall productivity through AI and automation within the enterprise?

We can see a pressing need to streamline enterprise digital services delivery. As their business grows, and as the business needs evolve, companies keep purchasing and onboarding new technology, and now, CIOs feel the need to integrate all the technology they use, so everybody in the organization can have access to all the tools and software. It’s not as simple as an enterprise apps integration, but a comprehensive enterprise digital services delivery.

3. How do we protect our business through better data security and cyber postures?

Most CIOs prioritize protecting their businesses from security threats, without causing frustration to end users.

These three were the recurring themes in almost every CIO conversation. Our recent report on the state of AI in IT, where we surveyed over 1000 IT professionals and end-users echoed this sentiment.

At a high level from my conversations with CIOs, I see three major priorities:

  • Embrace Digital Transformation: Modernize and digitize their processes, so their end users essentially self-serve and get things done faster.
  • Pursue Enterprise Integration: Seamlessly integrate diverse technologies for holistic digital services delivery.
  • Leverage AI: Harness AI capabilities to enhance productivity and user experience.

Closing thoughts

My two cents to CIOs and IT leaders in general - don't take your end users to service management, bring service management to your end users. Digitize your services through modern service management, to elevate your employee experience and enterprise productivity.

At Atomicwork, we're excited to be at the forefront of this movement. Our workplace assistant, Atom, uses conversational AI to help employees get the information and support they need, when they need it. By simplifying the employee experience, we're helping companies create a more engaged and productive workforce.

Our goal at Atomicwork is to empower IT teams and employees by providing them with intuitive tools and resources that allow them to thrive in their roles, contributing to the growth and success of their respective organizations. I believe that by prioritizing employee experience while also addressing other business needs, we can create a more engaged and productive workforce that drives real business value.

We're thrilled to see that IT leaders are embracing the importance of EX. We believe that by working together, we can create a better future for employees and businesses alike.

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