The COVID-19 pandemic has brought about huge workplace disruption for organizations of all sizes and across all industries and geographies. The pandemic has caused significant changes in how enterprises operate and how work gets done. Today’s digital transformation priorities look very different from priorities before the pandemic. Organizations have rapidly accelerated efforts to improve communication and collaboration (both inside and outside the organization), enhance customer engagement, and develop a more modern, mobile, and digitally enabled workplace.

No single solution or set of best practices provides the range of different capabilities businesses need to effectively monitor, manage, and analyze end-to-end EX. Delivering and maintaining great EX requires businesses to adopt a strategic approach supported by an ecosystem of integrated capabilities and skills that bring together different teams, technologies, practices, and measurement mechanisms.

With this in mind, Omdia has created the EMMA framework to guide businesses and vendor partners on the important activities and objectives that any new investment should help support.

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