Humanization of Digital Experience

Sameer Bahadur Shah

4/6/2022 12:00:00 AM

Virtual or digital offices have begun popping up globally due to the move from a physical workspace to a remote. A virtual office is a digital workspace that allows individuals and businesses to do company operations remotely over the internet (Hubble, 2021). As the globe gradually adjusts to post-pandemic patterns and lessons, a new era of work has evolved that favors the appropriate team above the right location. The shift to off-office remote work will result in reduced travel, and virtual contact will foster relationships via video/ audio-based interactions. Remote employees will no longer accept ineffective leaders as they want to connect with coworkers first as people and then as team members to strengthen a genuine relationship (Roberts, 2020).

The Importance of Humanizing the Digital Experience

Before the digital age, organizations and employees had a distinct perspective on how consumers and workers connect with the brand and their experience. A digital experience can be understood as the online engagement of a customer/worker with a brand/company (RockContent, 2020). The online transformation has caused many organizations to reconsider their approach to branding and how to improve both customers’ and employees’ digital experiences with the firm. According to Chris Tella, if a company wants to provide a pleasant and long-term customer experience, it must consider structural, conversational, and philosophical approaches. Data-driven businesses are 23 times more likely to attract clients, 6 times more likely to keep them, and 19 times more likely to be profitable as a result (Patel. 2021). Companies need to use data and focus on person-to-person interaction to provide a more humanized experience. Over-reliance on AI can result in a loss of connection with clients; tackling complicated problems at times requires a personal approach to be solved effectively.

The advantage of a humanized digitalized experience

Many companies were obliged to join the digital space as a consequence of the pandemic, yet the same conventional strategy of reliance on AI has resulted in the loss of human interaction. Humanizing the digital experience seeks to engage consumers and employees in a more engaging emotional long-term connection. As workers and consumers utilize more digital platforms for professional and personal needs; boredom, uncertainty, and a lack of human connection may be detrimental.

Some of the benefits of having a humanized digitalized experience are as follows (Algo, 2022).

• Effective communication of the brand’s narrative

• Improved customer experiences

• Increased customer satisfaction and loyalty

• Encourages band advocacy

Businesses must overcome the lack of human connection in the digital environment by developing a more humanized digital experience for consumers and personnel. The usage of new technology may assist companies in bridging the digital gap and connecting with clients in a more personal way (Zane, 2022).