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Employee experience is key to a high-performance workplace

  • Posted on May 29, 2015

Employees are the heartbeat of every business. With a generic one-size-fits-all approach to technology, companies often fall prey to a number of pitfalls that negatively impact performance. By offering tailored employee experiences tuned to how people best achieve their work, you can give both individuals and teams the tools they need to start enjoying greater success, achieving more and driving superior outcomes.

There’s plenty IT leaders can do to improve the employee experience and make workers both happier and more productive.

To understand where we’re going, we need to understand where we’ve been.  Legacy IT exists today due to a set of requirements emanating from a different time, when people still came into the office every day, worked predictable hours, used one computer, and when companies weren’t fragmented across the globe as they often are today.

If you were starting a new company today, you wouldn’t face the burden of yesterday’s requirements.  You’d almost certainly choose a modern, cloud-based technology platform as your IT foundation rather than the complex infrastructure that pretty much every established enterprise has amassed over time.

Today’s legacy infrastructure needs to be modernized, to promote easy, flexible working anytime, anywhere, and across any device - those are the things I’m thinking of when we talk about a digital workplace.

And businesses have a long way to go in this area. While 99% of companies today are under pressure to support a more modern workplace, 47% of IT leaders do not have a strategy in place. What’s more, 89% of companies with a modern workplace strategy in place say their employees have limited or no access to business applications and data from smartphones or tablets, according to research by Vanson Bourne.

There are numerous business services that could benefit from this new model of working, to transform the employee experience and empower workers. Let me give you an example of how mobile field engineers might increase their productivity with modern digital tools.

A traditional field service experience might be:

  • Remote work at customer site
  • Call headquarters on mobile phone and try to locate the right expert
  • Describe to the expert what they are seeing
  • Take a digital picture and send it to the expert either from mobile phone or PC
  • Return to the field to follow the instructions from the expert over the phone

By contrast, in a digital workplace:

  • Field engineers sport wearables that stream real-time video back to the expert, so they can see what the field worker sees
  • The field engineer receives real time instructions, hands-free, visually and audibly
  • The expert provides guidance and data in real-time, so field engineers can make quick decisions providing enhanced productivity and service levels

At the end of the day, empowered employees produce better business results and competitive advantage.  Digitally-empowered employees with technology tuned to optimize their work experience takes productivity and customer satisfaction to the next level.  If you want to get it right, start with your employees.

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