Keynote: What Does Good Look Like (Nancy Goebel)

Digital Workplace Group
June 2019
What does good look like?
Employee experience and
the digital workplace

@DWG | www.digitalworkplacegroup.com | 2Confidential | Copyright © 2019 Digital Workplace Group
Members Benchmarks Recordings
Knowledge Base Queries Digital Workplace Impact
000s ~30500+
500+
Research reports
80+80+ 800+
Data and metrics in a world of opinion

Valuable insights into what others are
doing and what is considered best practice

Employee experience and the
digital workplace
Valuable insights into what others are
doing and what is considered best practice

Defining employee experience
What is it?
Sources: Building business value with employee experience, Dery & Sebastien, MIT Sloan CISR Research Briefing, June 2017; DW24 2019 session with Volvo Cars.
Counterpoint to
customer experience
Everyday
experience of work
Experience of
employee lifecycle
The work
complexity and
behavioural norms
that influence
employees’ ability
to create value
All the touchpoints
between employer
and employee
Digital workplace
plus physical
workplace
Sum total of
interactions
A mindset or part of
organizational culture
The employee experience
is the journey the employee
takes with our organization.
”
“Robert Rigo, Volvo Cars

Employee experience matters
But there’s a lot of work to do
Sources: DWG Member & Non-Member survey (2019); Deloitte Global HR Trends Report (2019); SMG/DWG State of the Digital Workplace Report (2019).
voted “Employee experience” as
a research area for the 2019
DWG research programme,
easily the most popular topic.
83%
of organizations rate “Employee
experience” as important,
according to Deloitte research.
84%
9%
feel they are adequately
prepared for it.
28% regard it as an urgent issue.
Organizations believe employee experience is a priority,
but feel they aren’t prepared.
No consensus on ownership
20% C-suite / Executive
Human resources
IT department
Digital / Digital workplace
Don’t know / None of these options
Corporate communications
20%
12%
10%
10%
6%

Employee experience matters
It can support innovation, customer service and profitability
Source: Building business value with employee experience, Dery & Sebastien, MIT Sloan CISR Research Briefing, June 2017.
Dery & Sebastien from MIT Sloan CISR compared
organizations with high and low employee experience
for innovation, customer satisfaction and profitability.
Upper quartile
Lower quartile24% Lower quartile
51% Upper quartile
14
32 Upper quartile
58%
73%
Lower quartile
% of revenue from new
products and services
over past 2 years
Adjusted Net Promoter
Score (2016)
Profitability compared
to competitors
Employee
experience
High:
Low:

And where does the digital workplace fit in?
Volvo Cars
Source: Screenshots appear courtesy of Volvo Cars.
“The employee experience is the journey an employee takes with our organization. It includes everything from
major milestones and personal relationships to technology use and the physical work environment. It’s the big
picture that ties together all of our efforts to attract, engage and develop our employees.”

• Employee-centric design
• Establishing trust, nurturing culture
• Relevance for every user
• One place to go
• Supporting the employee lifecycle
• Super-charging collaboration
• The intelligent workplace
• High performing teams with a strategy
Key areas

the digital workplace:
Employee-centric design

There’s a lot of work to do
Sources: DWG Usability Benchmarking Analysis (as at 31/12/2018); DWG Member & Non-Member survey (2014-19); SMG/DWG State of the Digital Workplace Report (2019).
Use of agile in digital workplace
projects
24% Most of the time
Some of the time
Iterative approach, not strictly agile
Mainly waterfall / traditional
28%
33%
15%
User experience and user-centred design has been a
top six digital workplace priority for the past six DWG
annual surveys.
366
Ease of use remains an issue
54%
Effectiveness
Ease of use
71%
Effectiveness = average % of tasks completed successfully;
ease of use = average % of tasks completed ”right first time”
(End of 2018 figures).

Adobe
Source: Screenshots appear courtesy of Adobe.

Establishing trust,
nurturing culture

Employers are in the circle of trust
Sources: SMG/DWG State of the Digital Workplace Report (2019); Edelman Trust Barometer Global Report (2019).
366
74%
I know what’s going on, a voice in
decisions. Org is values-driven.
67%
Employer has a greater purpose
and job has societal impact.
Employers are the most
trusted institutional type
75% My employer
Business
Government
Media
56%
48%
47%
Establishing trust, nurturing culture
80%
My job offers wage & career
growth plus interesting work.
% of employees who expect
this from a new employer
“Culture and change” is the third biggest digital
workplace priority, but culture is also the fourth biggest
challenge.

Duke Energy
Source: Screenshot appears courtesy of Duke Energy.
Establishing trust, nurturing culture

Relevance for every user

We’re getting there
Source: DWG Member & Non-Member survey (2019).
Average percentage of
workforce that can access the
intranet.
366
89%
Proportion of organizations where
90% or more of the workforce can
access the intranet.75%
7%
Proportion of organizations who
do not have the intranet available
on mobile devices.
51%
Proportion of organizations who
have an intranet mobilized for
mobile devices, up from 33% in
one year.
Personalization up from 46% in 2015
Intranet personalization
63%
37%
Personalized
intranet
No
personalization
37%
Mobile support is getting better; more intranets are
personalized.

Region Skåne
Source: Screenshot appears courtesy of Jesper Bylund and Region Skane. See also Jesper Bylund blog, www.byjesper.com

One place to go

One place to go
Wells Fargo
Source: Screenshots appear courtesy of Wells Fargo

Supporting the employee lifecycle

Focusing on the moments that matter
Sources: “Don’t underestimate the importance of good onboarding”, Arlene Hirsch, June 2017, SHRM website; DWG consulting project; SMG/DWG State of the Digital Workplace Report (2019); Southwest Airlines
presentation – DWG member meeting 2018.
366
DWG-commissioned research into employee recruitment and onboarding identified the following steps:
Brand building Job posting
Sourcing
and
recruiting
Assessment
and hiring
Onboarding Retention
New hires going through a
successful programme are 50%
more productive.
of employees are more likely to stay
at a company after 3 years if they
have been through onboarding.
50%
69%
“Employee lifecycle” was the 18th most important digital
workplace priority, mentioned by only 16%.
My joining
My career path
My leaving
Southwest Airlines
identified 10 “moments
that matter” in the
employee experience.
Three relate to the
employee lifecycle.

Anthem
Source: Screenshots appear courtesy of Anthem.

Super-charging collaboration

It’s all about the stewardship
Sources: SMG/DWG State of the Digital Workplace Report (2019); DWG research report (2018) “Knowledge management lessons for digital workplace practitioners”; “The social economy: unlocking value and productivity
through social technologies”, McKinsey & Co Report, July 2012.
366
Orgs with team collaboration
tools “working well”
18%
Fully embedded digital
workplace strategy
Digital workplace
strategy in progress
44%
3 critical KM activities
Connecting people with information
Connecting people with people
Creating knowledge cultures
DWG research on
KM for digital
workplace
practitioners
Social technologies can increase
productivity by 20 to 25%.
For 2019, KM is the 2nd highest digital workplace priority.

GE
Source: Screenshots appear courtesy of GE

The intelligent workplace

Chatbots are popular but overall AI is still nascent
Source: DWG Member & Non-Member survey (2019).
16%
rate their tools in this area as
“Working well” or “Satisfactory”.
366
84%
of orgs consider AI. Machine learning
& automation to be important.
#4 characteristics of an
“Intelligent Digital Assistant"
It speaks your language
It is connected to key systems
It delivers information in context
It anticipates your needs
#1
#2
#3
#4
Planning to introduce in
next 18 months
20%
Chatbots
Sentiment
analysis
56%
18%
Digital
assistant
DWG research
on the Intelligent
Digital
Workplace
Assistant

Publicis Groupe
Sources: "Here’s how Publicis Groupe’s AI-powered Marcel will work”, Emily Tan, May 2018, PR Week; “Publicis Group unveils
Marcel”, Publicis Groupe press release, May 2018.

High-performing teams armed
with a strategy

High performing teams armed with a strategy
Management practices
Source: SMG/DWG State of the Digital Workplace Report (2019).
366
54
%
65
%
45%
Digital workplace strategy
or programme in place
2017 2018 2019
54% 65%
Organizations with a more mature digital workplace or
advanced strategy told us their tools were working better.
Top 5 digital workplace
challenges
Budget constraints
Competing initiatives or departments
Lack of strategic direction
Organizational culture
Lack of cross-departmental collaboration
#1
#2
#3
#4
#5

High performing teams with a strategy
3M
Source: Screenshots appear courtesy of 3M

• Employee-centric design
• Establishing trust, nurturing culture
• Relevance for every user
• One place to go
• Supporting the employee lifecycle
• Super-charging collaboration
• The intelligent workplace
• High performing teams with a strategy
Key areas

Complete your Digital Workplace
Diagnostic

Visit the exclusive DWG Clinic
promoting healthy digital workplaces

THANKS
And, remember…Don’t journey alone!

Thank you
Email: consulting@digitalworkplacegroup.com
@ DWG www.digitalworkplacegroup.com
Tel: +44 (0)20 7374 8061 (London)
+1 866 903 0232 (New York)

Digital Workplace Group (DWG) is a strategic
partner, covering all aspects of the evolving digital
workplace industry through membership,
benchmarking and boutique consultancy services.
We provide independent support to more than 100
leading corporates and public institutions to
advance their intranets and broader digital
workplaces through peer learning, independent
evaluations, research and practitioner expertise.
Our international team of consultants, many of
whom have managed intranets for major
organizations, offer vendor-neutral, high quality,
practical advice for intranet and digital workplace
programmes, such as:
External insight into industry best practices to
inform strategies and plans.
Defining vision, strategy and roadmaps
Providing a methodology and expertise to
establish the road ahead.
Facilitated workshops
Engaging stakeholders across a global
organization or within a specific function so the
whole team starts on the same page.
Further details can be found on our website,
www.digitalworkplacegroup.com/consulting-
services/.
About Digital Workplace Group

Keynote: What Does Good Look Like (Nancy Goebel)

Recommandé

Recommandé

Contenu connexe

Plus de Digital Workplace Experience

Plus de Digital Workplace Experience (7)

Dernier

Dernier (20)

Keynote: What Does Good Look Like (Nancy Goebel)