Technology Record - Issue 28: Spring 2023

95 In what ways are organisations using artificial intelligence or machine learning to bridge the gap between customer and employee experiences? Personalisation plays a significant role in both the customer and employee experience. We expect websites and social applications to learn who we are and what we like, all to provide us with a better experience. When it comes to employee experience technologies, we expect the same. AI and machine learning can support employees to become better trained and have a more holistic skillset based on who they are, where they are in their careers, and what matters most to customers and their organisations. When it comes to scale and security in employee experience, how is Azure supporting operational excellence for organisations? The workforce is experiencing rapid changes. Mass resignation, for example, requires a business to have stable, scalable and secure technologies to deal with a rapid re-hiring process. isolved People Cloud supports these fluctuations and a single view of the employee record, which encourages personalisation. Its foundation in Azure keeps availability of the network high and load times low, regardless of how many employee records are stored. “ Employee and customer experiences intersect all day, every day, and neither is an isolated endeavour” Photo: iStock/fizkes