{"id":929177,"date":"2019-04-12T13:14:57","date_gmt":"2019-04-12T20:14:57","guid":{"rendered":"http:\/\/www.adrianswinscoe.com\/?p=10625"},"modified":"2019-04-12T13:20:16","modified_gmt":"2019-04-12T20:20:16","slug":"new-tech-at-work-and-improving-the-employee-experience-how-to-get-it-right-interview-with-carrie-duarte","status":"publish","type":"post","link":"https:\/\/customerthink.com\/new-tech-at-work-and-improving-the-employee-experience-how-to-get-it-right-interview-with-carrie-duarte\/","title":{"rendered":"New tech at work and improving the employee experience \u2013 How to get it right \u2013 Interview with Carrie Duarte"},"content":{"rendered":"<p class=\"powerpress_links powerpress_links_mp3\">Podcast: <a href=\"https:\/\/media.blubrry.com\/adrianswinscoe\/p\/s3-eu-west-1.amazonaws.com\/blogpodcasts\/CarrieDuartePWC260319.mp3\" class=\"powerpress_link_pinw\"  title=\"Play in new window\" onclick=\"return powerpress_pinw('http:\/\/www.adrianswinscoe.com\/?powerpress_pinw=10625-podcast');\" rel=\"nofollow\">Play in new window<\/a> | <a href=\"https:\/\/media.blubrry.com\/adrianswinscoe\/s\/s3-eu-west-1.amazonaws.com\/blogpodcasts\/CarrieDuartePWC260319.mp3\" class=\"powerpress_link_d\" title=\"Download\" rel=\"nofollow\" download=\"CarrieDuartePWC260319.mp3\">Download<\/a><\/p>\n<p class=\"powerpress_links powerpress_subscribe_links\">Subscribe: <a rel=\"nofollow\" href=\"https:\/\/itunes.apple.com\/gb\/podcast\/interviews-leading-entrepreneurs\/id575552097?mt=2&amp;ls=1#episodeGuid=http%3A%2F%2Fwww.adrianswinscoe.com%2F%3Fp%3D10625\" class=\"powerpress_link_subscribe powerpress_link_subscribe_itunes\" title=\"Subscribe on Apple Podcasts\" rel=\"nofollow\">Apple Podcasts<\/a> | <a rel=\"nofollow\" href=\"http:\/\/subscribeonandroid.com\/www.adrianswinscoe.com\/feed\/podcast\/\" class=\"powerpress_link_subscribe powerpress_link_subscribe_android\" title=\"Subscribe on Android\" rel=\"nofollow\">Android<\/a> | <a rel=\"nofollow\" href=\"http:\/\/www.adrianswinscoe.com\/feed\/podcast\/\" class=\"powerpress_link_subscribe powerpress_link_subscribe_rss\" title=\"Subscribe via RSS\" rel=\"nofollow\">RSS<\/a><\/p>\n<p class=\"p1\"><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-medium wp-image-10632\" src=\"http:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/04\/check-3574594_1920-500x278.jpg\" alt=\"check-3574594_1920\" width=\"500\" height=\"278\" srcset=\"http:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/04\/check-3574594_1920-500x278.jpg 500w, http:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/04\/check-3574594_1920-768x428.jpg 768w, http:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/04\/check-3574594_1920-1500x835.jpg 1500w, http:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/04\/check-3574594_1920-718x400.jpg 718w\" sizes=\"(max-width: 500px) 100vw, 500px\"\/><\/p>\n<p class=\"p1\"><span class=\"s1\">Today\u2019s interview is with Carrie Duarte, Partner at <a rel=\"nofollow\" href=\"https:\/\/www.pwc.com\/us\/en.html\">PwC<\/a>, Workforce of the Future Leader and Director on PwC\u2019s U.S. Board. Carrie joins me today to talk about PwC\u2019s new <a rel=\"nofollow\" href=\"https:\/\/www.pwc.com\/techatwork\">Tech at work and employee experience research report<\/a>, the main findings, what they mean and what leaders should be doing about them.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">This interview follows on from my recent interview \u2013 <a href=\"http:\/\/www.adrianswinscoe.com\/only-20-percent-of-support-teams-provide-self-service-and-other-customer-experience-trends-interview-with-jeff-titterton\/\"><span class=\"s2\">Only 20 percent of support teams provide self service and other customer experience trends \u2013 Interview with Jeff Titterton<\/span><\/a> \u2013 and is number 299 in the series of <a rel=\"nofollow\" href=\"http:\/\/www.adrianswinscoe.com\/category\/interviews\/\"><span class=\"s2\">interviews<\/span><\/a> with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Here\u2019s the highlights of my chat with Carrie:<\/span><\/p>\n<ul class=\"ul1\">\n<li class=\"li1\"><span class=\"s1\">Conversation about PwC\u2019s new <a rel=\"nofollow\" href=\"https:\/\/www.pwc.com\/techatwork\">Tech at work and employee experience research report<\/a>.<\/span><\/li>\n<li class=\"li2\"><span class=\"s4\">G<\/span><span class=\"s1\">lobal survey of about 12,000 people from Canada, China, Hong Kong, Germany, India, Mexico, the UK and the US on their views about digital tools that they use in their daily work.<\/span><\/li>\n<li class=\"li2\"><span class=\"s1\">Organizations have spent millions on technology but they\u2019re not getting the bang for their buck.<\/span><\/li>\n<li class=\"li2\"><span class=\"s1\">The reason why is that they\u2019re often not thinking about the workforce and how it needs to adopt and adapt to that technology.<\/span><\/li>\n<li class=\"li2\"><span class=\"s1\">Some really common themes emerged from the research:<\/span>\n<ul class=\"ul2\">\n<li class=\"li2\"><span class=\"s3\">One,<\/span> <span class=\"s1\">leaders say that they choose technology with their people in mind but their employees don\u2019t agree.<\/span><\/li>\n<li class=\"li2\"><span class=\"s3\">Two, p<\/span><span class=\"s1\">eople really want digital skills training and employees and say they would love to spend up to two days per month on training to upgrade their own digital skills if offered by their employer. But, they report that not only are they not being offered training they are spending their own time trying to digitally up skill themselves and that is not being acknowledged, validated or rewarded.<\/span><\/li>\n<li class=\"li2\"><span class=\"s3\">Three,<\/span> <span class=\"s1\">employees value both the human touch but they also like the the digital assist and there are certain things within their work experience that they would prefer to be digitally accessible because they can do it on their own time, when they want and where they want.<\/span><\/li>\n<li class=\"li2\"><span class=\"s3\">Four,<\/span> <span class=\"s1\">efficiency and status drive interest in advancing digital skills. However, workers split into three different groups when it comes to their approach to acquiring new skills: 34% are driven by curiosity, efficiency, and teamwork, 37% are driven by status, such as promotions or other recognitions and 29% are driven by individual achievement within a predictable environment.<\/span> <span class=\"s1\">This potentially brings a degree of complexity to any change or upskilling programme as it speaks to the need to take account of different learning and motivation styles.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul class=\"ul1\">\n<li class=\"li3\"><span class=\"s1\">Complexity doesn\u2019t need to imply confusion or difficulty but could imply that change programmes need to be more sophisticated if they are to work.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">73% of people surveyed say they know of systems that would help them produce higher quality work but many executives and leaders are not tapping into the collective intelligence of their employees.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Execs and leaders don\u2019t have a clear and accurate understanding of how their people use technology in their jobs and what tools they need.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Leaders often have a hard time understanding what is it really like to do particular jobs, especially if it involves new tech.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Carrie referred to my March 18th article: <a href=\"https:\/\/www.forbes.com\/sites\/adrianswinscoe\/2019\/03\/18\/10-things-that-you-can-do-to-improve-the-employee-experience\/\"><span class=\"s5\">10 Things That You Can Do To Improve The Employee Experience<\/span><\/a> and how the little things matter.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Get your employees involved\u2026.check out a concept called citizen led innovation.<\/span>\n<ul>\n<li class=\"li3\"><span class=\"s1\">Carrie mentioned one example where employees developed bots to help alleviate the pain and stress of filing expenses. That pointed to the need to streamline the expense reporting policy.<\/span><\/li>\n<\/ul>\n<\/li>\n<li class=\"li3\"><span class=\"s1\">When we see the employees really latch on to new technology, get excited about it and engaged with it it is translating into a better customer experience. It\u2019s also helping reduce employee turnover, increase engagement, performance and productivity.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Examples:<\/span>\n<ul class=\"ul2\">\n<li class=\"li3\"><span class=\"s4\">A<\/span> <span class=\"s1\">bank in Africa did a whole rollout of new technology and it was rejected. The problem was that the employees were afraid of failure. To address this, leaders in the bank went out and redid the new technology roadshow but, this time, they talked about their own personal experience with technology and some of the failures and some of the risks that they had taken. That made it OK for folks to \u2018just click it and try it\u2019, which created a huge increase in people that were just willing to try the new technology and adopt it.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">A large aerospace and defense company has been working on automating some of its back office. They created a bot to help with that. But, it failed. More interestingly there were several people on the team that were involved who were afraid of the technology and afraid of clicking and breaking it and because it had failed. But, the organisation used this an opportunity. They invited people to just try it out. They said\u2019 We know it doesn\u2019t work. So try it. Tell us how it feels for you\u201d. It took three months of trying and failing and failing and failing. But, in the end they fixed it and, in the process, it brought the whole team together.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul class=\"ul1\">\n<li class=\"li3\"><span class=\"s3\">Quote from a picture that will feature in my new book: Punk CX:<\/span><\/li>\n<\/ul>\n<blockquote>\n<p><span class=\"s1\">\u201cDude, sucking at something is the first step towards getting kind of good at something\u201d.<\/span><\/p>\n<\/blockquote>\n<ul class=\"ul1\">\n<li class=\"li3\"><span class=\"s4\">W<\/span><span class=\"s1\">hen was the last time that you sucked at something?<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Too often in agile environments we only talk about learnings from projects and related deliverables and not enough about how we, personally, have performed and\/or conducted ourselves in relation to others (customers, peers, colleagues etc).<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Before diving into the technology and digital upskilling, you have to first focus on your culture.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">You have to establish a culture of caring and trust where it is OK to try things and where you catch people if things don\u2019t work out so well.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">You have to create a safe environment for people to try things, fail and learn.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">That enables a team to approach digital upskilling with more emotional commitment rather than the reluctant compliance that often comes with rolling out new technology.<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Advice:<\/span>\n<ul class=\"ul2\">\n<li class=\"li3\"><span class=\"s1\">Take a step back and think about what technology does your workforce really need? What is their daily experience really like? How are you ensuring that you\u2019re really reflecting the voice and the experience of the employee when you\u2019re thinking about major technology investments?<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\"><strong>About Carrie<\/strong><\/span><\/p>\n<p class=\"p6\"><span class=\"s6\"><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-thumbnail wp-image-10628\" src=\"http:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/04\/Carrie-Duarte-150x150.jpg\" alt=\"Carrie Duarte\" width=\"150\" height=\"150\" srcset=\"http:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/04\/Carrie-Duarte-150x150.jpg 150w, http:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/04\/Carrie-Duarte-400x400.jpg 400w, http:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/04\/Carrie-Duarte-50x50.jpg 50w, http:\/\/www.adrianswinscoe.com\/wp-content\/uploads\/2019\/04\/Carrie-Duarte.jpg 500w\" sizes=\"(max-width: 150px) 100vw, 150px\"\/>Carrie is <a rel=\"nofollow\" href=\"https:\/\/www.pwc.com\/us\/en.html\"><span class=\"s1\">PwC\u2019s<\/span><\/a> Workforce of the Future Leader. Their Workforce of the Future consulting teams help CEO\u2019s and their organizations build teams that thrive, today and in the future. Carrie leads the teams providing strategic and tactical advise as organizations develop their Workforce Strategy, drive Workforce Performance &amp; Experience, and optimize the Workforce Environment.<\/span><\/p>\n<p class=\"p6\"><span class=\"s6\">In 2017, Carrie was also elected to be a Director on the PwC Board of Partners &amp; Principals. In her role as a director on the board she provides governance oversight to our management team and provides input on the PwC strategy.<\/span><\/p>\n<p class=\"p6\"><span class=\"s6\">She is also an Associate of the Society of Actuaries and a Member of the American Academy of Actuaries.<\/span><\/p>\n<p class=\"p9\"><span class=\"s6\">She lives in Southern California with her 3 children and spends her weekends surfing, ocean swimming, and at many kids sporting activities.<\/span><\/p>\n<p class=\"p9\"><span class=\"s1\">Check out the Tech at work report at <a rel=\"nofollow\" href=\"https:\/\/www.pwc.com\/techatwork\"><span class=\"s7\">www.pwc.com\/techatwork<\/span><\/a>, say Hi to Carrie and the folks at PwC<\/span> <span class=\"s8\">on Twitter <a rel=\"nofollow\" href=\"https:\/\/twitter.com\/Carrie_R_Duarte\"><span class=\"s9\">@Carrie_R_Duarte<\/span><\/a> and <a rel=\"nofollow\" href=\"https:\/\/twitter.com\/PwCUS\"><span class=\"s9\">@PwCUS<\/span><\/a> and connect with Carrie on LinkedIn <a rel=\"nofollow\" href=\"https:\/\/www.linkedin.com\/in\/carrie-duarte-pwc\/\"><span class=\"s6\">here<\/span><\/a>.<\/span><\/p>\n<p class=\"p9\"><span>..<\/span><\/p>\n<p class=\"p9\"><span>..<\/span><\/p>\n<p class=\"p9\">&nbsp;<em>Thanks to <a href=\"https:\/\/pixabay.com\/photos\/check-chinese-community-correct-3574594\/\">Pixabay<\/a> for the image.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Podcast: Play in new window | Download<br \/>\nSubscribe: Apple Podcasts | Android | RSS<\/p>\n<p>Today\u2019s interview is with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC\u2019s U.S. Board. Carrie joins me today to talk about PwC\u2019s new Te&#8230;<\/p>\n","protected":false},"author":7143,"featured_media":897958,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[92,130],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/929177"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7143"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=929177"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/929177\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/897958"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=929177"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=929177"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=929177"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}