Title:Why You Should Be Focusing on Digital Employee Experience
Type of article:Insights/Blog
Body:


Do you know that 85% of workers are not engaged in their work? This roughly translates into worldwide productivity loss which is pegged at $7 trillion.

These are staggering stats and chances are high that you may be observing the same productivity loss at your workplace but not aware of its far fledged impacts.

The disengagement of an employee at work can be caused due to technical factors or processes in place to execute their task. If an employee is unable to understand or use the technology to deliver, she will be frustrated & unproductive. In extreme cases, if an employee fails to do her job or the feedback is slow then she may eventually leave the organisation altogether.

According to McKinsey, almost 30% of senior leaders say that finding talent is the most significant challenge for them. 82% of Fortune 500 executives don’t believe that they are able to attract highly skilled people & 93% don’t believe that their company is able to retain high performers.

Employees seek better experience and companies lose their best people to those who deliver such experiences. 71% of employees want their employers to provide similar technology to execute the work that they use in their personal lives. This gap in the demand and supply of employee engagement with their work brings the limelight to Digital Employee Experience.

Digital Employee Experience takes into consideration how employees work, the tools & technology used by them as well as the culture at their workplace. An organisation can have the latest technology but if the same tech makes it difficult for the employees to conduct their work then the employee experience is compromised.

Amazing customer experience can be ensured only if the employee experience is top notch. No wonder companies like Airbnb, Pandora & Cisco have dedicated Chief Employee Experience Officers.

Understanding millennial expectations

  • Mobile first: 86% of millennials use their smart devices as the primary means for connecting to the internet
  • Unified Experiences: A McKinsey study suggests that 50% of all customer interactions happen during a multi-event, multi-channel journey
  • Quick response: 79% of customers say they prefer to live chat purely because of the immediacy that it offers compared to other channels
  • Seamless collaboration & communication: 88% prefer a collaborative work culture than one driven by competition
  • DIY craze: 70% of people expect a company’s website to include a self-service app
  • Personalised: 81% of consumers want brands to understand them better & know when & when not to approach them

How to increase engagement and boost Digital Employee Experience

  • Empower employees to work remotely as easily as in the office
  • Empower employees to easily find and install the apps needed at work
  • Empower employees to use apps to execute their work on their smartphones
  • Empower employees to be up and running from day one

A seamless digital experience for employees- including the ability to easily access the information and resources they need, anytime, anywhere on the devices they choose - positively impacts business outcomes including the rate of growth, employee sentiment and talent recruitment. The digital employee experience wave is currently driven by tech with the help of collaboration tools, unified multi-device experience, data analytics and visualization, automation, AI, ML & Bot as well as cloud computing.

74% Consumers use at least 3 channels when interacting with an enterprise about customer service issues
-Ovum Research
78% of employees say that automating manual repetitive tasks would allow them to focus on the more interesting and rewarding aspects of their jobs - Automation in the workplace report, 2017 
By 2020, a customer will manage 85% of the relationship with an enterprise without interacting with a human - Gartner

Conclusion

Organisations have to revamp their workplace to accommodate for disruption in the workforce by trends like globalisation, changing demographics & employee expectations. Designing and delivering a digital employee experience is a company-wide endeavor involving multiple teams. Understanding the employee life-cycle starting with on-boarding, through all interactions between the employee and the organisation is essential.