With many companies still feeling the impact of the “Great Resignation” and hiring challenges set to persist, 2023 will see renewed focus on employee engagement to retain and attract talent and boost productivity. According to Forrester, 60% of technology and business leaders agree that improving the employee experience (EX) is a top priority for IT.
It’s clear that hybrid working is also here to stay. A 2022 Forrester blog reveals that 34% of companies are trying to get back to a pre-pandemic office model, but, a survey of 722 employees at 46 companies found 68% of employees hope to work from home more often. It’s suggested that innovative leaders move away from the outdated office model and think of it less as a physical place than a network of locations, practices and technologies that empower employees, while meeting individual needs.
Given user experience relies heavily on digital technology, it’s no surprise all eyes are looking to IT to deliver a proactive user experience including:
To deliver this, IT teams should shift their focus:
Anyone who works in IT will understand the challenges associated with doing this. The digital workplace is a complex mix of applications, platforms, devices, end user touchpoints, tools and more. Thankfully there are many capabilities available to help address needs, including:
First focus on addressing the areas that have the most adverse impact on the end user experience in your organization, whether that’s tool delivery, onboarding, ticket turnaround times, or another issue. Talk with business teams and survey users to better understand their experience to define your strategy.
When you begin addressing the digital experience, there is no one-size-fits-all tool to meet all your needs. So, as you continue to grow your toolbox of solutions, you’ll also be increasing complexity in your IT estate. Each capability has its own hybrid digital management (HDIM) tool, which does a great job of managing what it’s designed to, but it doesn’t interact with other HDIM tools across your estate, leaving you with a growing number of data silos. Traditionally, to aggregate and analyze data requires a lot of time and manual effort.
For example, when introducing a DEX solution to understand real-time user experience you’ll also want to build in the user profile – where they are located, what devices they are using, the mix of applications they access, and more. Given that your DEX tools can’t access this data, your teams will need to manually aggregate data from other HDIM tools to gain a complete picture for analysis before you can decide how to rectify the issue. Then, as you roll out change, you’ll need to interact manually with other tools including ITSM ticketing systems and more. Doing it this way delays response times and undermines your ability to be proactive.
To proactively address digital employee experiences you must break down the silos created by your disparate HDIM tools. There is a way to do this and it’s by introducing a digital platform conductor (DPC), a tool recognized in 4 Gartner hype cycles.
A DPC makes digital workplace orchestration possible by:
In addition to collecting information from DEX monitoring tools, a DPC can automate end user experience surveys to better understand future business and technology requirements. You can also define user profiles based on information such as role, level, location, device type and more. These profiles can be used to help proactively address the end user experience, including:
Book a demo to understand how ReadyWorks, a DPC, enables true digital workplace orchestration.