Employee self-service culture has expanded globally since the start of Covid. Staff have suddenly become extremely connected, savvy and self-sufficient. Self service culture means that employees prefer to be given tools which enable them to find answers and information themselves without seeking help from a person. Self service has become way more attractive to the workforce than waiting for help from a service manager. From grocery stores to banking, every industry has moved towards self-service. Employees are now expecting self service structures within their organizations as well.
Personalization is part of our everyday lives. We expect a personal experience whenever we interact with social media, Netflix, Uber and any other digital platform. Digital personalization makes our lives easier. It makes the information that is important to us accessible right away. Personalization is the perfect foundation on which to build an organization’s digital portal, however, it is often an afterthought.