Employee Experience in 2020 — the Digital Journey
I would like to start this post by asking you to take a moment to think about a number of experiences you had recently, along the next paragraphs:
Think back for a moment: when was the last time you experienced great customer service? Did you buy something online, or went to an actual shop? Did you receive all the information you needed, on time, to make the right decision? Were you able even online to ask questions and be directed to the product that is right for you?
Now take a moment to think about how your communication with your friends and family has changed. Do you still write and receive e-mails? Or does most of the exchange happen via WhatsApp, Messenger, or other messaging platforms? How do you stay up-dated about friends and family and their major life events? Facebook? Phone calls? E-mails? And what about booking a holiday, organising a party or sorting out the babysitter.
For the third, and last part of this game, think back to either your first day at your current job, or the last time you were interviewed. You may also take some time to think about a typical day in your work. How is the communication between colleagues and the hierarchy? How are meetings arranged, topics designated or work-stations chosen?
Navigation on seamless platforms…
The point I am getting at, is that the way we communicate and organise our lives have undergone significant changes in the past couple of years, perhaps not even a decade. We are navigating on seamless platforms, switching between apps to suit a particular need or provide relevant information, chat or speak with family and friends on the go are part of our everyday world. In the space between 2010 and 2020, the number of connected devices will grow exponentially, reaching approximately 27 connected devices per person in 2020. This amount of connected devices will bring with it a number of great opportunities, as well as important considerations such as data protection and security, in addition to impacting on the way we live and work.
Employees now expect the same digital experience at work that they are used to at home.
Sooner rather than later, organisations, in particular employers will need to reckon with the digital revolution. There are a number of pioneering examples of companies harnessing connected devices, automation and data analytics to benefit candidates, employees and the organisation — as well as offering improved service to customers.
The aim of this article is to explore how digital tools, automation, and in some cases even AI can be put to good use to make new employees feel more welcome, facilitate their induction and orientation in their new organisations, develop talent, enhance collaboration and even provide fun and reinforce organisational culture. The rule of thumb? Not jumping on any new tech trend or platform bandwagon without evaluating first what added value it will bring to the team and the organisation.
Test, test, test.
The caveat is of course, that talking about the digital employee experience opens a whole new can of worms, in particular for HR professionals, small business owners and line managers… and even CEOs. As terms like “gamification”, “design thinking”, or even “automation” can be daunting, and increasingly hard to decide what to invest in, what makes sense.
How can businesses engage in the digital transformation while maintaining the human connection and respecting data privacy? What are some possible uses for the technology, and more importantly, would this work in your organisation? How not to overburden HR, line-managers and clutter employees with multiple platforms and apps.. In addition they should be sleek in design and not feel like something from the 80s. That is the tightrope organisations need to walk.