Consider a December 2020 Pew Research Center study where 54% of employees whose jobs can be done from home say they don’t want to return to the office once the pandemic is over. Gone are the days when a positive employee experience was just a nice-to-have. In the future, companies that are unable to unite disparate workforces through an intuitive employee experience will likely lose a very competitive advantage.
The good news? While the growing pains from undergoing such transformation may be uncomfortable, business will be better for it.
Employees: the Modern-Day Customer
“If the last 10 years has been the consumer revolution, the next three to five years will be the revolution at work,” says John Donahoe, CEO of ServiceNow, a single cloud platform that unites workplace tools and functions into a single pane of glass. Like Donahoe, we agree that the landscape is changing, along with expectations.
As Gen Z enters the workforce in greater numbers, the combined percentage of millennials and Gen Z employees will be more than 60%. Born with access to the internet, these digital natives bring new expectations, ideas and ways of working. Combined with disruption caused by the pandemic, workers increasingly want more because they know they can have it.
So how do companies provide an experience that anticipates the ways their employees want to work? We believe it’s by tackling these six common challenges.
1. Live and Breathe the Employee Journey
Often organizations only map or look at one part of the journey, like onboarding, and forget that the employee’s total experience will be a reflection of work satisfaction. We believe it is key to map out the entire journey—from how employees are onboarded to how they collaborate and access documents. Understanding the total life cycle of all your employees— full-time, contingent or work-share—can help create more engagement while reducing inefficiencies and user fatigue.
2. Deliver Personalized Omni-Channel Experiences
Your employees don’t suffer from a lack of information. They’re drowning in it. That’s why it’s so important to create personalized experiences, which cater to individual needs by delivering relevant, targeted content and user-customized features across all platforms.
3. Create Environments for Collaboration
Employees should be able to easily switch between collaborating with team members or across teams, using the same or similar set of tools. When it’s easier to get things done and stay connected to the larger organization, passion and productivity tend to follow. Staff equipped with the best tools internally can better serve their customers, which in return supports a more cohesive brand experience.
4. Modernize IT Systems
Not all technology is created equal. Don’t forget that when it comes to information technology, it’s information that comes first. That’s why it’s crucial to understand how employees interact with your processes and systems and which attributes are useful to their daily tasks. By hearing your employees’ wants and needs, you can enable technologies that are not only intentional but also highly effective at increasing productivity and boosting morale.
5. Scale AI for Automation
By scaling your automation and AI efforts, you’ll be able to automatically accomplish transaction processing, data manipulation and communication with other digital systems. This allows employees to have more capacity to focus on higher-value work instead of time-consuming tasks, resulting in improved quality, increased efficiency and more empowered employees.
6. Manage and Sustain Change
It’s important to get the entire organization aligned by utilizing cross-discipline teams and hands-on training. Bringing together team members from different areas of the organization breaks down silos and allows for unique perspectives that lead us to well thought-out solutions. Executing these solutions in a crawl-walk-run approach allows organizations to grow in a manageable and sustainable fashion.
The Tools to Get You Started
We work tirelessly through strategic partnerships with key players in the industry, recognized for providing the most sought-after technology products on the market, to empower forward-thinking workplace solutions. However, we believe ServiceNow, a single cloud platform that enables your business to automate manual work functions into a seamless digital interface, excels at bridging the gap between expectation and experience for myriad reasons. Specifically:
1. Simplified IT Service Management
ServiceNow provides one system that seamlessly enables the flow of data across your company. IT support and help desk functions can be modernized and automated so that minimal aspects need to be customized.
2. Optimized Business Operations
ServiceNow makes employee transitions, such as onboarding and offboarding, seamless for everyone involved. ServiceNow can also help minimize the risk of service outages, enhancing your company’s productivity and agility.
3. More Efficient Task Management
With ServiceNow, there’s a single place where employees can access any services they need. This creates a seamless, efficient work environment, allowing your employees to get what they need no matter where they are.
Detailed Support Unlocks Full Potential
With ServiceNow’s custom solutions, we provide detailed support so that you can use the technology to its full potential. Your company’s needs will inevitably shift and evolve. ServiceNow is built to change.
With an even more disparate workforce heightened by the pandemic, combined with digital natives demanding better and smarter ways of working, an intuitive employee experience has never been more relevant or necessary.