Digital Transformation: Improving Employee Experience
Posted by on January 06, 2020
Matt Klassen is the vice president of product marketing at Cherwell. He is passionate about enabling enterprises to accelerate their digital journey through better software and better service. Matt has 25 years experience in developing, architecting, selling, and marketing enterprise software solutions for IT and product teams.
Companies seem to spare no expense to create incredible customer experiences:
- Starbucks: That $5 coffee is not for the cup, hot water, and beans; rather it’s for employee training, inviting ambience, and free connectivity.
- Amazon: Developed a purchasing and distribution platform to seamlessly connect buyers to their products from wherever wireless connection is available.
While companies invest heavily to attract and retain customers, companies rarely undertake similar efforts to improve employee experience.
What is employee experience? Why is it important? And, how can you leverage digital transformation to enhance systems and services to improve employee experience?
The Issue: Employee Experience
We often understand experience from a client perspective: the sum total of conscious events from beginning to end. As a guest or client, our experiences comprise interactions, processes, feelings, intelligence, and expertise that providers offer.
Employee experience is our sum employment experience from beginning to end. It goes far beyond the human resource element. It covers everything from onboarding procedures, performance reviews, requesting IT support, locating proprietary data from internal sites to complete projects or build proposals, and eventually, offboarding.
How easy is it for your employees to navigate the business of your business? What if, as a business, we were to transform digital offerings to provide the same top-notch experience for our employees as we do for our clients?
Based on a first-ever survey of over 1,000 information workers by Lawless Research, only a third of represented companies earned high scores for IT integration. In fact, 43 percent of respondents spend at least half of their workday on manual processes.
Integrated business processes improve employee experiences, which raises employee satisfaction and workplace engagement. A recent survey pioneered by Cherwell and Lawless Research found 57 percent of respondents from high-integration companies are more enthusiastic about their work. Enthused workers tend to be more productive and create more value.
Companies that invest in digital transformation will enhance process integration to improve customer and employee services while differentiating themselves in the marketplace.
How do you improve employee experience—the daily work experience of your employees? Here are some tips.
Step 1: Build a Persona List
Experiences are not one size fits all.
You should view employees just as you would customers—in segments. Build personas to determine how individuals would interact with your employee services based on roles and experiences. A 50-year-old accountant would have a different mindset and experience than a 28-year-old graphic designer. For example, a higher-education institution may develop these personas:
To build successful personas, you must identify your users and build profiles based on different roles. You also must anticipate needs and experiences to develop tools to help employees navigate your integrated portal.
Step 2: Map Employee Journeys
The first step in any successful self-service employee experience begins with the journey—and a map of it.
For example, when you take a cross-country trip, it’s not just the plane ride. Consider how you research and book the travel, arrive at the airport, pass through security lines, experience the flight (middle seat, exit row, first class), navigate connections, rent a car, and arrive at your destination. At any of these moments, you may experience positive, negative, or neutral experiences.
A similar map and evaluation can be done for onboarding experiences, as employees enter the company through a portal to complete necessary paperwork and processes to begin work with your company. A welcome meeting, free lunch, and company t-shirt are a nice start, but is a new employee’s laptop ready for login (with clear instructions for how to do it), do they have immediate access to files so they can begin work, and keep easily accessing necessary IT and files each day and from wherever they are working? The sum of these interactions reflect their employee experience and impact their engagement, attitude, and productivity.
Step 3: Keep Your Eyes on the KPIs
You will need to measure successes and challenges for your integrated platform service to enhance employee experience. However, traditional IT key performance indicators—KPIs such as total cost per contact, fulfillment time, Level 0 failure rate—don’t necessarily support self-service platforms. You can utilize Google Analytics to track users, sessions, usage rates and times, and devices employees use to access your platform.
Step 4: Modernize Your Enterprise
Your digital transformation should utilize enterprise service management (ESM) applications across several departments: human resources, facilities, customer service, finance, and training. ESM is about working across silos to deliver what people need when they need it: right product at the right time. If customers can navigate seamlessly across departments to get what they need, shouldn’t employees have the same experience?
Ultimately, these steps will help you provide support to your most important resource: your people. Without them, your business won’t run. Unfortunately, most companies haven’t made these critical investments: differentiate your brand by providing world class experience to both customers and employees.
If you're interested in improving the employee experience at your organization, register for our webinar on Cherwell's Enterprise Service Management solutions—during this live demo, you'll see the powerful impact that accompanies automating workflows and streamlining service delivery in departments across the enterprise.
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