What role does cloud enablement play in achieving EX and CX outcomes?

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Cloud Enablement is Crucial for Achieving Employee and Customer Experience Outcomes

Cloud enablement is viewed as vital for achieving both employee experience (EX) and customer experience (CX) outcomes. Across all surveyed organizations, 95% recognise its importance in this regard, a figure that rises to 96% in the Asia Pacific region. This signifies a widespread understanding that cloud technologies are foundational to enhancing how both employees and customers interact with an organisation.
Cloud Technology Leads Future CX Capabilities

Cloud technology has been identified as the foremost solution poised to reshape future CX capabilities. It ranks higher than other advanced technologies, including artificial intelligence (AI), which is placed second, and predictive analytics. This positioning suggests that the underlying infrastructure and flexibility offered by cloud environments are seen as more immediately impactful for CX transformation than other emerging solutions.
Hong Kong Organisations Universally Prioritise Cloud for EX and CX

In Hong Kong specifically, the importance of cloud enablement for EX and CX outcomes is absolute, with 100% of surveyed organisations deeming it vital. This near-universal agreement underscores the strategic significance placed on cloud solutions within the region to drive improvements in both employee and customer satisfaction.
Cloud Underpins Digitalisation and Advanced CX/EX Strategies

Organisations that are performing at a high level are significantly more likely to be in advanced stages of digitalisation, with cloud-based technologies playing a prominent role in their CX and EX strategies. These top performers are almost twice as likely as their underperforming counterparts to be leveraging cloud infrastructure, indicating a strong correlation between cloud adoption and overall business success in experience management.

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What role does cloud enablement play in achieving EX and CX outcomes?

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