The digital workforce isn’t in the business of disrupting itself. However, the future workplace demands technologies such as hyper-automation and digital adoption solutions to keep pace with the competition
Technology has infiltrated nearly every aspect of our lives – both inside and outside of the workplace. We rely on software applications to help us analyze data, organize our work tasks, and communicate with colleagues. Although technology has enabled many aspects of the workforce to become more efficient, not all organizations have mastered the art of digital transformation.
While businesses are spending countless hours and heavily investing in technologies to drive digital transformation within their workplace, many still face a lackluster adoption of digital tools. This results in poor employee experience and also affects their company’s bottom line. In fact, a Mckinsey report found that 70 percent of large-scale change programs don’t meet the organizer’s target. This is evidence that organizations must go back to the drawing board and restrategize their digital transformation initiatives in order to make every dollar count.
The importance of maintaining a solid structure while carefully integrating technologies is necessary in order to fully digitize the workforce. Organizations who are able to integrate cutting-edge technologies without causing friction will be the true winners in a new, hypercompetitive and hyperconnected business environment.
The contemporary workplace will inevitably adjust to keep up with the rapid development of new technologies. Let’s explore a few ways that the digital workforce will evolve while moving into 2020.
Hyper-Automation will be Key
Hyper-automation will be the next big trend for looking to boost productivity. According to Gartner, hyper-automation is defined by the idea of “people-centric smart spaces” – the idea that the human context must be considered before incorporating new technologies. While software applications are expected to become more intelligent, employees will need to learn to leverage these technologies and utilize them to be more effective and productive. Employing multiple tools at once, such as robotic process automation (RPA) and artificial intelligence (AI), will be essential in alleviating humans from tedious, repetitive physical and mental tasks so they’re able to devote more time and resources to those responsibilities which require greater levels of nuance, context, and understanding.
AI and machine learning (ML) will be essential in developing more sophisticated automation processes. While no tool alone will be able to replace humans, real-time intelligence is expected to help organizations analyze data to improve decision-making. Furthermore, cognitive technologies will allow organizations to organize and structure data at scale, which will help relieve the stress of structuring and maintaining the vast amounts of business data that modern organizations manage.
Industry experts heed warning that autonomous solutions are best put to use in small doses, and are no replacement for human workers. However, in reality, it’s the collaboration between humans and autonomous processes that will represent a leap in productivity and decision-making in the near future for organizations that are in a position to integrate the right tools with minimal friction.
Digital Adoption Solutions will Empower Employees
Gartner recently introduced Digital Adoption Solutions (DAS) as a new technology category. Modern employees are burdened with countless tools and software applications to complete their day-to-day tasks which can leave them feeling overwhelmed and confused. DAS can drastically transform organizations by providing personalized, contextual tools and walkthroughs to streamline training and onboarding efforts without taking the employee out of their workflow. With a DAS, instead of breaking away from important tasks, employees receive guidance in real-time so they get the training they need, when they need it (not more, and not less) – meaning workers can spend more time on productive work.
As more companies go above and beyond to optimize employee experience, those who ignore the needs of their employees will be quickly overtaken by competitors. Firms spend thousands of dollars recruiting top talent, and organizations that wish to retain employees will need to offer engaging programs that entice employees to continue to learn and grow with the company.
In practice, these programs often look like work-from-home or remote arrangements, which can lead to significant logistical disconnects. When organizing among conflicting schedules and time zones, it can be difficult to keep employees on the same page. Digital adoption platforms remove a layer of complexity and are excellent tools to consolidate training efforts and boost company productivity overall.
Experian Boosts ROI through Salesforce Adoption
Recognizing the importance of this dynamic in a rapidly-shifting technology and business landscape, multinational consumer credit reporting company Experian decided to integrate DAS in its sales department to combat business problems related to software usage among its sales staff. The sales department had low engagement and adoption on Salesforce, as well as poor user satisfaction feedback. Further, the company needed cost-effective reinforcement training for geographically spread teams. In addition, new hires had delayed access to the CRM platform, thereby delaying the training and onboarding process altogether. Experian’s training team decided that interactive training that helps users in the flow of work was the best way forward in addressing these crucial problems.
By leveraging DAS, this enabled Experian to provide its employees with real-time training and onboarding assistance that was personalized to users’ role, language, and instance, offering a degree of customization that’s not achievable in a cost-effective manner through traditional methods. That guidance, in addition to its fiscal efficiency, eliminates the hurdles employees experienced before in a far more efficient way. Sales-reps now feel empowered to learn new processes and technologies at their own pace with tools customized to them, and consequently leverage them with better frequency and skill. The company is now able to get the most value out of Salesforce, and has significantly improved the training process for employees.
Elevating Customer Experience Through Personalization
Above all, the pursuit for true digital transformation should prioritize the customer’s needs and preferences. An Oracle report on customer experience states that 86 percent of buyers are willing to pay for a pleasant brand experience. In today’s competitive landscape, surpassing the consumer’s expectations is integral. Consumers crave customized experiences that are tailored to their personal learning styles.
DAS also has the power to drastically enhance KPIs during customer acquisition, onboarding and adoption. They not only reduce learning time but can offer comprehensive customer support. By integrating a DAS, customers are given a frictionless experience that eliminates stress and confusion. A study conducted by Salesforce on customer expectations found that 70 percent of consumers think that connected processes, such as contextualized engagement, are major factors in acquiring their business. The bar for customer approval has been set high; companies who fail to predict their consumers’ desires will be surpassed by their opponents.
In order to achieve digital transformation, deploying technology with both the employee and customer in mind is crucial. If employees aren’t able to fully leverage the resources at their disposal, then customers suffer, therefore affecting the business in the long run. As the rate of change in tech grows faster each year, it’s essential to empower humans to adopt technology to its fullest potential. The future of a digital workforce will only thrive if business leaders apply the human-first approach while utilizing technology to accommodate the needs of both their workers and consumers.