Recently, Whatfix held its first Customer Advisory Board (CAB) meeting, adding another important customer listening post to collect feedback, drive innovation, and ensure their ongoing delight. Key senior management from customer organizations spanning a range of industry sectors and geographic locations connected with Whatfix’s senior executive team to define strategies, product roadmaps, and drive the future of Digital Adoption forward.
Khadim Batti, Whafix CEO and Co-Founder, kicked off the board meeting by acknowledging the dramatic shift that has impacted almost every aspect of how business is conducted. What hasn’t changed is Whatfix’s focus on customer experience. He set the tone by highlighting Whatfix’s Priority #1, Customer First, and that this customer-centric strategy is driven from the very top. Every department and employee ties their KPIs to customer success to ensure we have organizational adoption and accountability.
Khadim shared how honored the entire Whatfix team is by the business momentum in Q2 with industry and customer accolades, new customers and partners welcomed to the Whatfix community, and significant increase in hiring – with 70% of the total new employees in R&D and Customer Success – so that we can continue to drive innovation and customer service excellence.
“Whatfix has always had a customer-first mentality when it comes to innovation, and providing a forum for our executive customers to receive valuable guidance on our product and company direction will ensure our solution ensures maximum ROI for our customers’ technology spend,” Khadim said.
Dion Hinchcliffe, VP and Principal Analyst at Constellation Research, was invited to share his insights on how Learning Technologies and Digital Adoption Platforms are revolutionizing the employee experience. Here are a few key takeaways from his session:
- There will be more change in life and business in the next ten years than the last 40 years combined.
- Organizations should focus more on the remote-first work experience.
- Only 25% of workers are expected to return to their physical workplace post 2020.
- It is high time to use just-in-time learning, be resilient, and adapt to the rapid changes happening in the world today.
- As digital transformation continues to become more commonplace, continuous learning is the key way to train people, as opposed to more traditional periodic training efforts.
- Employee experience, which has usually been relegated to last on the technology priority list, is now the number one priority. This is because of the shift in the work culture we are experiencing. Organizations will be focussing more on remote work over physical work in order to be much more humane, effective and sustainable for the future.
Board members discussed how the push to work remotely is making them re-look at tools and technologies that provide a better experience, more adoption and productivity. They also shared insights on how they are adapting to working remotely in terms of employee experience and how they can fill any gaps with newer technologies.
Vara Kumar, Whatfix CPTO and Co-Founder, and Kapil Jaiwswal, Whatfix VP of Product, facilitated a discussion on the Whatfix Unified Experience across applications, and the corresponding research on strategic investments, including desktop and mobile/tablet, diagnostics, and personal assistant.
Other important topics discussed included ideas and concerns about the direction of user experience, areas for innovation and improvement, and the challenges involved in evolving each of these areas. Board members spoke at length about enterprise-level technology applications and the rise in their complexity, specifically highlighting how Whatfix can bridge this gap by serving as the experience layer across applications.
Thanks to this new advisory board, the Whatfix team now has the ongoing opportunity to collect strategic customer insights and foster valuable customer peer-to-peer engagement. And it was reinforced that customer-centricity is the only way forward and must remain embedded in the fabric of who we are as an organization.