Benchmarking The Digital Workplace
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Presentation from a CMSWire hosted webinar with Tim Flower, Nexthink and Oscar Berg, CEO at Unicorn Titans and author of Digital Workplace Strategy & Design about IT best practices for creating a seamless digital experience for your employees that keeps pace with constant change.
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Benchmarking The Digital Workplace
- 1. Benchmarking the Digital Workplace Oscar Berg, Unicorn Titans Tim Flower, Nethink CMSWire Webinar, December 12 2018
- 2. Oscar Berg
- 3. Tim Flower North America Director Business Transformation
- 4. Outside work we’ve got superpowers
- 5. For many of us, work is stuck in 1995
- 6. OUT OF FLOW ZONE A typical day at work could look like this 8 a.m | 9 a.m. | 10 a.m | 11 a.m. | 12 p.m | 1 p.m | 2 p.m | 3 p.m | 4 p.m | 5 p.m | 6 p.m Chat off FLOW ZONE Resources available - no distractions Lunch Email no-go zone Finish meeting Meeting preparation Email break Head home
- 7. OUT OF FLOW ZONE Yet, today’s workplace looks like this 8 a.m | 9 a.m. | 10 a.m | 11 a.m. | 12 p.m | 1 p.m | 2 p.m | 3 p.m | 4 p.m | 5 p.m | 6 p.m Chat on Receive urgent chat Finish chat VPN crashes IM Headphones on Lunch Team meeting Policy prevents file attachment Found workaround Client meeting Check email Turn off email Head home Server error Server working FLOW ZONE Can’t find information Found information
- 8. would rather clean the toilet than clean their e-mail inbox
- 9. Complicated Unstable Fragmented Inflexible Inconsistent Bad usability 10 TONS Reality check of our digital employee experience
- 10. How could this happen? (and continues to happen)
- 11. 1 2 3 Save money Shorten lead times Improve quality Improve the employee experience...not! We have had other priorities
- 13. The iceberg of ignorance 4% 9% 74% 100% Problems known to executives Problems known to team managers Problems known to team leaders Problems known to staff
- 15. ”If you can’t measure it, you can’t improve it.” Peter F Drucker
- 16. ”You have to start with the customer experience and work backwards to the technology” Steve Jobs, 1997 1997 2005 UserTechnology
- 17. Workplace Experience Score Device Score Web Browsing Score Business Apps Score Productivity & Collaboration Score Security Score Workplace Promoter Score Hard metric User sentiment Workplace Experience Score
- 18. Compare your score across customers and industries
- 19. Quality: Shift-left incident management & improve satisfaction 0 Min L-2 Proactive Support >1 Min L-1 Self Healing >6 Min L-0 Self Help >10/30 Min L1 Support >2 Hrs L2 Support 1+ Day L3 Support Reduce time to resolution Automate remediation Become proactive INCIDENT REDUCTION
- 20. Service Operation #1 Reduce costs for fixing problems and issues Digital innovation & Service Design Strategy
- 21. Service Operation Digital innovation & Service Design Service Operation #2 Shift resources to innovation Strategy Strategic investment Shift resources
- 22. “Make sure to have your workplace close to reality”* Ingvar Kamprad, founder of IKEA * With digital technology, we can create virtual proximity and always remain close to reality - everywhere
- 23. Get the facts, don’t guess
- 24. Idea TestLearn Users The speed of learning is the only sustainable competitive advantage Design & build Measure, ask and observe Improve
- 25. Get the learning loop together!
- 26. To learn about users, involving them is a must!
- 27. Problem detection Preemptive Problem detection AI-assisted Troubleshooting AI-assistedProblem detection Proactive Troubleshooting Analytics-based TRADITIONAL WORLD WHAT NEXTHINK BRINGS TODAY WHAT WE ARE WORKING ON Problem detection By the user Troubleshooting Manual User productivity User satisfaction IT efficiency Machine learning and diagnostics
- 28. of employees have physically attacked their computer or accessories
- 29. +18%HIGHER EMPLOYEE PRODUCTIVITY (TOP QUARTILE COMPANIES FOR ENGAGEMENT VS THE BOTTOM QUARTILE) Statistics we want to go up instead
- 30. Engaged & productive employees Better Delivery to Customers Improved Business Results Easier to get the job done and succeed A GREAT DIGITAL EMPLOYEE EXPERIENCE