Two-thirds of human resources executives today agree that HR is undergoing digital transformation, according to a recent study. Yet many organizations are finding that even after these costly initiatives are complete, employee engagement —a critical measure of HR effectiveness— isn’t moving in the right direction. And the broader challenge is a big one: Engaged employees represent just 34% of U.S. workers, according to Gallup’s latest annual survey.
Why is the employee experience so important and what are the most common problems faced by companies?
Although technology continues to evolve, the processes that support Information Technology Service Management (ITSM) have remained relatively unchanged for several decades. One of the main challenges to delivering high-quality IT services in this long-established approach is reactivity – that is, focusing on incident management as a means to resolve something that should never have happened in the first place.
Onboarding is a critical moment in the employee life cycle. It is the unique opportunity companies have to engage their new hires, excite them and provide assurance and confidence that they have joined a great company. Making the life-changing decision to move to a new employer should not be followed by disappointment at the start of the journey. People need to feel that they have made the right choice from the very beginning, and this creates a strong bond with the company, the new team and a sense of common purpose. Find out more about creating an amazing onboarding experience.
Customer expectations are on the rise, but in parallel, there is a growing range of tools making customer service simple and more effective. Today, good firms have to keep track of (or even anticipate) changes in customer service standards and also choose the right solutions to meet the ever-increasing customer demands.
Is there still any doubt that customer retention is one of the main challenges of any company today?
Has anyone set out to achieve this challenge without a ‘customer-centric’ model and achieving the best possible customer experience based on greater; closeness, ease, effectiveness and even better emotions?
In this article we make visible the focus by McKinsey on what we’ve learned in building this operating model and the four success factors that are key to delivering superior digital experiences, as well as the challenges that companies across industries face in efforts to secure them
Governance, risk, and compliance is a constant concern for enterprises that must keep up with changes in the global regulatory environment and industry standards. As enterprises adopt new business models, establish new partner relationships, and deploy new technologies, they must also quickly assess the impact of these developments on their existing compliance obligations and risk posture.
Digital transformation is one of the most urgently discussed topics in business today. CIO defines it as “the acceleration of business activities, processes, competencies, and models to fully leverage the changes and opportunities of digital technologies and their impact in a strategic and prioritized way.”
Digital transformation is typically an enterprise-wide effort that can span multiple departments and business units. Therefore, it’s critical to have a digital transformation plan developed and communicated from top leadership down through the organization with measurements and controls in place to monitor progress and ensure accountability. After developing a digital transformation plan, organizations must decide who will lead their digital transformation effort and how it will be managed.