Each of us remembers when we've had a great consumer experience, and when we’ve had a terrible one. Whether it was above-and-beyond customer service at a favorite retailer or getting an undercooked meal at a restaurant, these experiences stick with us and influence how — or if — we engage with the company in the future.
The same applies for end users and their experience with workplace technology.
End users expect an easy, seamless digital experience so they can spend more time working productively and less time troubleshooting. If organizations deliver this ideal digital experience, it creates highly engaged end users who are known to deliver up to 21 percent greater profitability. However, if the digital experience falls flat, it can cost organizations valuable employees.
Given its impact on attrition, the digital employee experience has become a key performance indicator for C-suite technology executives. The need for responsive, productive and collaborative workplace technology continues to rise as nearly 80 percent of employees say they don’t have the digital technology they need to do their jobs.
A closer look at the key factors driving the digital employee experience
Attracting future talent with seamless access
According to Forbes, 75 percent of the global workforce will consist of millennials by the year 2025. Commonly labelled tech savvy, millennials increasingly expect and demand cutting-edge technologies that empower them to work anywhere at any time. This evolution in expectations is pushing CTOs and CIOs to prioritize end-user technology to attract the best talent.
Retaining current talent with flexible and remote work options
Not only is workplace technology increasingly crucial to talent attraction, it’s also viewed as a key driver for employee retention. Statistics show that employees at organizations lagging in their technology updates are 450 percent more likely to leave. Furthermore, employees expect technology to enable flexible working. A recent Gallup Survey indicated that 43 percent of employees worked remotely within the last year, while research from Timewise stated that 87 percent of employees either now work or would like to work flexibly. The threat of attrition combined with growing demands for flexibility is driving leaders to increase investment in emerging end-user technology.
Enabling your workforce with productive meetings
Beyond attracting and retaining talent, leadership is tasked with delivering best-in-class IT services to maximize productivity. With slow and inefficient technology costing some global companies at least 21 days in productivity each year, C-suite executives are increasingly seeking out new technology, tools and processes that prioritize performance, stability and accessibility to help employees be more productive and focus on what really matters.
One of the key culprits of workplace inefficiency is conference room technology. Today’s end users have more meetings than ever before, especially those who belong to multiple teams and have coworkers located across the globe. While meetings can enable workforce productivity, they can also cause a lot of wasted time, money and end-user frustration. Have you ever sat down for a video conference meeting to realize you need to login again, enter a meeting ID or connect your device to a screen? Or had difficulty scheduling a meeting and booking a conference room? The time spent overcoming these obstacles can quickly add up.
To avoid unproductive meetings, organizations must implement conference room technology that provides seamless connectivity and ease of use, allowing end users to spend less time attempting to connect and more time collaborating with colleagues.
Any app, any device, any location
In order to meet workforce expectations and deliver a seamless, flexible and productive digital experience, IT must also adopt technology that provides end users access to any application, on any device, from any location.
Each end user has a different set of business-critical applications they need to effectively do his or her job – from email to timesheets to SaaS applications. A personalized app catalog — where applications are easily accessed with single sign-on (SSO) — meets end users’ requirement for seamlessness in their digital employee experience.
The way we work has changed, and so have our endpoint devices. Desktops are no longer the sole device type for productive work. Today’s end users want the flexibility to access business-critical apps via their mobile phone, tablet or any device of their choice.
With the rise in remote work and the growing demand for more flexibility, organizations need to provide end users the ability to work from anywhere — their house, the airport or in line at the coffee shop — with the same seamless access to applications as if they were on site. This allows end users to gain efficiency in accomplishing tasks that once required them to be in the workplace to complete. Additionally, IT teams must deliver this while ensuring data remains secure and compliant.
Powering workplace transformation
With organizations looking to invest significantly in emerging workplace technology in the coming years, it is key that the end-user experience remains the center of focus. We can help organizations interested in developing a workplace transformation strategy keep the end-user experience in perspective through a diverse range of capabilities and offerings designed to make this process seamless.
- Our experts can host a briefing or workshop with the individuals at your organization focused on improving the employee experience — human resources, IT, C-Suite, end-user computing practitioners — around topics like collaboration, end-user computing or the overall digital workspace. This allows our team to identify your end-user experience goals and provide recommended next steps.
- Customers can use our Advanced Technology Center (ATC) to benefit from demonstrations of multi-vendor workplace architectures, labs for mission-critical technology designs, and tech briefings on emerging and competing workplace technologies.
- Our Collaboration and Next-Gen Meetings experts can help standardize your meeting experience by integrating software and applications that simplify scheduling, joining and sharing meetings.
- Our Adoption Services team can train your technology administrators and end users on existing or newly implemented workplace technologies, helping them overcome any learning curves so they’re comfortable and can quickly become more productive.
Additionally, it’s important for organizations to understand that the end-user experience is a key step in their overall digital transformation. Engaged end users are critical for successfully powering digital initiatives — from delivering improved customer or patient experiences to launching new products. Our Digital Strategy team is a strategic partner in developing digital strategies that merge the needs of both IT (e.g., modernization, automation, accelerated delivery) and business leadership (new revenue channels, workforce attraction and retention, increased customer satisfaction).
For more insight into end-user technology, I encourage you to read our article on empowering employees and providing an outstanding digital employee experience.