Is your organization’s technology experience contributing to the employee experience?

Oct 23, 2023
  • people
  • professional services
  • healthcare
  • automotive

According to recent research, your organization's technology experience is probably not contributing to the employee experience. We all agree that technology experience highly impacts the overall employee experience. And yet, Qualtrics research found only 30% of employees say their experience with their company's technology exceeds their expectations. Salesforce research adds that fewer than one in three employees feels their company's technology works effectively, and fewer than one in four feels equipped with the right technology.

With AI being introduced in a growing number of business dimensions, now is also the time to reflect on how GenAI (generative AI) applications like Chat GPT and Microsoft Copilot impact employees in their daily work life. A good starting point is understanding the current digital employee experience with its strengths and pain points. In this blog, we share what we have learned from working with our customers across multiple industries.

1. Less is more

Although technology and workplace tools have increasingly become part of the daily experience for many hybrid and remote workers, they still cause frustrations. The most frequently recurring complaints? Too many different tools, lack of integration between tools, and poor proficiency caused by lack of training, communication, or best practices.

All too often, new tools are introduced when a problem arises, with hopes that they will increase productivity and performance. But more tools often lead to even more frustrations. Therefore: less is more. Don’t get blinded by new, shiny tools if the existing ones aren’t yet delivering their expected value. First, focus on improving what is there already. Employees usually don’t complain about the tools themselves, but about how they have been implemented, integrated, communicated or (not) supported.

Did you know?

According to Qualtrics research, employees are 85% more likely to stay at their job for longer than three years if they feel they have the right technology to support them at work.

2. Never assume, always ask

Both the tools we’re using and the needs of employees change regularly. Therefore, it’s important to keep a finger on the pulse. Do the employees know about all the different tools and what they are used for? Do they have access to clear guidelines and training materials?

A limited set of questions – combined with tools usage data – can provide an organization valuable input to steer on. That’s why IT should team up with HR and internal communication to organize regular pulse surveys. Because getting a clear view of the pain points will allow you to provide the right solutions.

Don’t forget to include document management in these surveys. In many organizations, Covid-19 has accelerated the deployment of Microsoft Teams to communicate and collaborate in a remote or hybrid work context. Make sure your employees know where to find or store all the different types of documents.

3. "We'll worry about employee experience later."

This is a commonly heard phrase in conversations with companies looking to transform. We agree that the technological basics need to be in place before aiming for more advanced employee experience ambitions. However, it definitely makes sense to start any IT project by designing the desired experience first.

Take an HRIS implementation as an example: how often has such a system actually improved the way employees experience their interactions with HR? If a project is not set up with a clear EX vision and goal behind it, there is a risk that an improvement for one stakeholder – HR, for example – could lead to a status quo or even a deteriorated experience for other stakeholders. Design for experience first, and adjust the processes and tools accordingly.

Did you know?

Qualtrics research shows that having the right technology to support employees at work, helps to create a culture of inclusion, in remaining resilient, and in retaining talent

4. There are many reasons to focus on employee experience

The stakes are high. According to recent Qualtrics research, employees are 230% more engaged and 85% more likely to stay beyond three years at their job if they feel they have the right technology to support them at work. Not only does it help to create a culture of inclusion, it also helps in remaining resilient and in retaining talent. So if HR and IT aren’t discussing these opportunities on a regular basis, then it’s time to firmly nudge them towards each other. They are both in excellent positions to listen to employees and decide priorities based on those findings.

Unfortunately, there is no quick fix to increase employee experience. At least none that IT or HR can tackle on its own, despite assumptions or best efforts. It’s time to team up for employee experience. IT, Finance, and internal communication should be around the table from the onset. If they shape a shared EX vision, it will increase the chances of successfully taking the next hurdles: getting the business leadership on board and increasing the chances of a successful adoption with the employees.

How is the collaboration between IT and HR on EX in your organization?

delaware offers (digital) employee experience inspiration sessions based on our experiences and tailored to your company. Click here to request more information, or contact Barbara De Vos.