An integrated approach at every level
For WX to work, the business groups within organizations can't work in silos. There must be close collaboration and communication between IT, HR, Operations and Channel leaders to set the WX strategy, pilot and prove the impact on CX and profit, and then scale it out to the entire business.
It's only by working together across business functions that you'll create workplace experiences that engage and motivate employees to deliver outstanding (and profitable) customer experiences. CIO's, CHRO's and CEO's need to drive the right culture in the workplace to change the mindset.
Employees should feel they are enabled and empowered rather than controlled; this should lead to much greater results for the organizations. People are generally comfortable with technology in their personal lives and want more from their workplace or something that matches it. They don't want to feel like they are told what they can and can't do. By empowering the employees with technology, it should allow innovation to develop, rather than be stifled.
It is not a case of the IT department deploying tools and then looking for a problem, it is a case of technology creating a culture that helps employees reach the goals the business requires, anytime, anywhere.
Rebooting workplace experience: Where to focus
First and foremost, companies should start thinking of sub-par workforce performance as a workplace experience issue, not just a technology shortcoming. It is important to remove roadblocks and day-to-day friction exacerbated by too many systems, inconsistent interfaces and too much information.
Then, several focus areas can put your workplace experience transformation on the right path:
Encourage an agile, collaborative culture
Approaching a workplace transformation from a human perspective creates an environment where support for change starts at the ground floor. This is essential, because it allows your employees to experience the shift as a positive transition instead of a negative one. With a people-first approach, sourcing the new talent you need to succeed will be easier. Likewise, you won't have a hard time holding onto the essential talent you already have.4
Design processes from a workplace experience perspective
The mere availability of supporting platforms and technologies isn't enough. Use of those enablers must be integrated or "baked in" to typical processes workers follow to perform their jobs.
Work closely with your security teams
Security is, of course, high on the agenda for any organization operating in the digital age. Security must be integrated with digital workplace services, providing for more complete solutions and immediately addressing some of the top-of-mind concerns of corporate IT.
Diagnose your network readiness
Evaluate LAN, WAN and wireless for cloud communication-based services. This can mitigate the risks of poor quality of service and drive better utilization.
Perform a segmentation and needs analysis
Identify specific user needs, scenarios and use cases. Determine individual communication requirements and overall program impact.
Measure and track progress
You're probably thinking that workforce and workplace effectiveness are notoriously difficult to measure and track. In the past, you'd have been right, most of the time. Today, however, companies can perform effective, AI-powered benchmarking, giving them a sense of how their workplace experience capabilities stack up against others in their industry. The benchmark then serves as a kind of "starting point" to help companies see clearly how they progress over time based on their efforts.
Find appropriate expertise
In some cases, managed services for the digital workplace should be considered. It's critical to understand which technologies are right for the business, and both when and how to implement. With a managed services approach, organizations can reimagine their workplace environments, and then avail themselves of a complete lifecycle of services, from upfront diagnostics, strategy and planning through large-scale transformation and ongoing operations.
Conclusion: Reengineering the workplace experience
The goal ultimately is to re-engineer the end-to-end workplace experience (including EX) so that it has parity with CX. An equation that summarizes this well is: WX + CX = ROI+.5 That is, if you can integrate your employee/workplace experience (WX) with your methods and systems for delivering a world-class customer experience (CX), you can achieve a higher return on investment than you could by focusing on only one part of the equation.
This report was produced working alongside Avanade.
1"How to Market and Sell Digital Workplace Solutions," Gartner, Craig Roth, Feb. 23, 2018
2Glassdoor study, 2015, Glassdoor
3Gallup Q12 meta-analysis report, 2016, Gallup
4Why culture is key in the era of digital transformation
5"Employee Experience Reimagined," Accenture, 2017.