There has been a lot of talk about transforming employees’ digital experiences, but what does this really mean, and how can it be achieved?
This is what Nexthink and its partner Fujitsu are solving each and every day.
Balancing subjective employee expectations in the face of objective corporate challenges
Employee experience refers to the evaluation that employees make regarding their work environment. That is, every factor that enables them to work calmly and productively, from their company’s management style to the physical location of their offices and, most notably, the performance of their digital tools.
In fact, digital work tools have the greatest impact on employee performance. Research has shown that a majority of employees believe that the poor performance of their digital services and applications has a negative impact on their productivity.
People just want to consume their digital resources at work as easily as they do in their personal life.
In the modern workplace, you often find two opposing views: those of the employees and those of the company.
On the one hand, employees have a subjective perception of their digital experience within the company, which they evaluate in relation to their personal experiences outside of work. They seek the flexibility to use their mobile devices for work and to work remotely.
Employees want to be productive without wasting time on tasks that do not bring added value to the company, like troubleshooting frustrating device issues. People just want to consume their digital resources at work as easily as they do in their personal life.
On the other hand, faced with these expectations, companies still have to manage their objective missions and business challenges. There is the need to meet the expectations of customers and shareholders, ensure a sound transformation of the company’s business model, a constant desire to retain top talent and prevent any negative social and environmental impact.
The gap that exists between employee and employer can create a serious risk of misalignment between both parties’ expectations. Ultimately, this can lead to employee disengagement and disillusionment which can quickly escalate into a wide range of negative impacts on vital aspects of the business, such as workforce productivity or brand reputation.
Yet, this employee-employer juxtaposition represents a tremendous opportunity for CIOs to align the user experience with the company’s performance.
Myth: satisfying your employees goes against improving company performance
Adopting an approach to improve the user experience will only increase a company’s productivity. There are four courses of action business leaders should take to achieve this goal:
Your IT department should focus first on the value it provides to employees.
This involves measuring employee satisfaction linked to the consumption of all IT services: hardware (network, application access time, etc.), support, access to knowledge, mobility and self-help.
While companies often know how to provide high quality service to customers, IT should also be able to do the same with their own employees. The support department should no longer be a reactive “factory” for dealing with problems. Instead, it should become a proactive help desk, pushing ahead of problems and helping people to understand and adopt with their new digital tools and services.
IT needs to understand that the impact their applications and services have on the Customer Experience (CX), is equally as important with impacting the Employee Experience (EX). This means employees must be included in IT’s strategy by providing sentiment feedback on their digital experiences.
You should aim for operational excellence in IT services.
In other words, IT must provide a robust foundation of operational services that allow infrastructures, networks and workstations to function perfectly.
You should steer IT services according to the Digital Employee Experience (DEX).
This involves adding factual data to IT performance measurements, which capture employee satisfaction by integrating employees’ perceptions and feelings.
You should focus on encouraging employees to adopt this new approach.
To this end, it is necessary to present the added value of these changes, namely obtaining a better understanding of employee needs, prioritizing projects, and regularly measuring their satisfaction in real time.
Where can you start?
We recognize that no two transformation projects are alike and that any action plan must be implemented pragmatically. But a proper EX strategy should establish a system that makes it possible to know the current health status of a company’s IT landscape, and be able to correlate those findings with their employees’ perceptions of their digital work environment.
The goal of any digital transformation project needs to be agile so as to carry out rapid and positive change on both the company and its employees. It is therefore up to IT to spur this positive change and help meet their employees’ expectations by offering sound technology advancements and employee support.
Bruno Pinon, Digital Workplace Advisor, Fujitsu
Olivier Gilder, Channel Manager Southern Europe, Nexthink
Nexthink is helping several enterprise tech teams solve their most demanding digital work problems. We’re here to advance the Digital Employee Experience, whether people work from home or the office.
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