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When it comes to digital transformation, most businesses focus on technology and new tools as they vie to keep up and find new ways to appeal to customers.
But focusing too much on the technology and tasks that come with digital transformation leaves out another vital component to successful transitions a company’s employees, who need to be able to use new technology and feel comfortable and supported in new roles.
The stakes are high, according to Kristine Dery, a research scientist with the MIT Center for Information Systems Research, who studies employee experience. Companies that invest in the right experience for their people, and make sure they are ready for the future, tend to outperform their competitors. On average they deliver 19% more growth in revenue than their competitors, and have 15% more profit. These companies are also more innovative, better at cross-selling, and deliver a significantly better customer experience, Dery said.