The Great Resignation is no abstract notion. Consider office vacancy rates these days in New York City.  

“Many office buildings still feel eerily empty, with occupancy around 50 percent of prepandemic levels . . .”New York City’s vacant office space could fill 26.6 Empire State Buildings,” The New York Times reports.   

Welcome to the post-pandemic era. 

Looking beyond the commercial real estate bust reveals more profound shifts in the currents of employee working life. 

Because now it’s not just about where employees want to work. It’s the way they want to work – in settings aligned with who they are and their values. 

Unifying work environments, work cultures and employee lifestyles are more important than ever. 

In a recent interview with Today Digital, Gary Sorrentino, the Global CIO of Zoom Video Communications Inc., discusses the need for organizations to navigate these post-pandemic hybrid work complexities.  

He distils it to the need for Total Experience (TX), uniting employee experience and customer experience, which leads to remarkable outcomes, principally in how employees address customer demands, which can lead to improved ROI. 

In this article, we delve into Sorrentino’s insights and discuss how IT managers, CEOs, and CTOs can leverage unified communications and collaboration (UCC) technologies to empower employees and enhance customer satisfaction without risking the negative consequences of the Great Resignation. 

Facing the Challenges in the Hybrid Work Model

Sorrentino acknowledges that the hybrid work model presents unique challenges. “It requires organizations to connect employees with different work beliefs and styles, fostering inclusion and parity,” he said.  

“In the past, only a small percentage of employees worked remotely, but now, many employees have changed their preferences and work styles.”  

Organizations have to adapt and find a balance between diverse work styles to create a cohesive and productive work environment. 

The Right Tools at the Right Moments. Well-Being For Everyone.

“Flexible (hybrid) work and providing employees with the right tools are key to creating employee happiness,” Sorrentino said. “And happy employees create happy customer experiences.” That’s the essence of Total Experience, he explains. 

“Technology has evolved so much in the last three years that employees should be empowered to select the best venue to get their work done whether it’s the home, office or some form of hybrid work model.” 

Caveat Emptor: When Force Meets Resistance

Sorrentino highlights the changing dynamics within organizations, particularly the shift from the CFO’s focus on productivity during the pandemic to the current emphasis on the CEO’s role in decision-making.  

“CEOs are mandating that employees return to the office. But they must find the right balance between in-person and remote work,” he said. 

 Taking employee needs and preferences into consideration when asking them to return to the office can help CEOs avoid disengagement and employee turnover. 

He suggests they can best achieve the goal of a return to office with a mix of “Magnet and Mandate,” where CEOs aim to make the office a place that employees genuinely want to go to by creating a positive and engaging work environment.  

“From the day an employee sends us a resume until the day they collect their final paycheck, we have to think about that journey,” Sorrentino said. 

Sorrentino provided an example of an employee at a global coffee chain who can offer a customer a free coffee on the spot because the customer had waited much longer than expected. Positive employee experiences directly translate into positive customer experiences. 

By ensuring employees have the right resources and tools, they can deliver exceptional customer service, creating a virtuous cycle of satisfaction, Sorrentino explained. 

Think! Let’s do that Outside the Box

One thing that the pandemic taught everyone was the way tectonic shifts can happen in an instant.  

In a post-pandemic era, Sorrentino urges organizations to think outside the box. Consider the entire employee and customer journey a unified experience. 

He mentions the importance of upskilling employees, providing intelligent tools, and integrating applications to reduce frustrations like the “toggle tax.” This term refers to the frequent switching of applications and contexts while working, which can hinder productivity.  

Sorrentino suggests that organizations like Zoom, which focuses on addressing these challenges, are well-positioned to provide solutions that enable employees to work smarter and more efficiently. 

Technology follows a constant: relentless change and advancement with attendant disruptions. It’s only going to get more disruptive with the arrival of AI. 

Sorrentino emphasizes the need for organizations to embrace change and transform themselves. It requires a bold, forward-thinking approach.  

Bold, courageous action results in a procession of benefits. Companies will attract – and retain – top talent with the freedom to think beyond their silos. Employees and customers will engage in a self-reinforcing ecosystem of positivity and enhanced experience. 

Sorrentino’s insights serve as a call to action for IT managers, CEOs, and CTOs to prioritize Total Experience and create a future where work is not only efficient but also enjoyable and rewarding. 

Meet with Gary Sorrentino and learn more about the power of Total Experience at UCX USA this September 13-14 in Austin, Texas. Click here to register.



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