Until recently, workspaces and meetings were a set of disconnected experiences. Such unstructured employee collaboration isn’t properly documented. It results in emails that don’t get disseminated or topics from conference calls that aren’t followed up. Intelligent and collaborative workplace technologies forge a new path that treats employee interactions as a lifecycle. They give a more consistent experience across the tools that employees use to collaborate. They anticipate employees’ needs and provide insights in real time so enterprises can better track how employees are connecting and drive certain behaviors or adopt processes to help employees become more engaged or productive when necessary.
To proactively engage with customers at the right time and with the right messaging, organizations require end-to-end interaction supported by customer interaction analytics, processes, accountability, and empowerment to fix customer issues rapidly and as they happen, not after the fact. This means the entire enterprise value chain must be fully integrated and supported with near-real-time information. The front office, back office, and external networks should all work seamlessly toward a common goal.
Uniting employees along a single work stream around the customer is the most critical element for success in digital transformation. Ovum believes intelligent, collaborative workplace management tools should be at the heart of any digital workplace. Positioned at the confluence of social, mobile, and cloud technologies, they bring together content from other apps into one centralized work stream and create portals where users receive persistent messaging, alerts and notifications, activity streams, and content-sharing functionalities. They enable employees to connect and build communities that communicate, socialize, research, share, trade, and cooperate through a framework for business collaboration, content management, and process orchestration. Essentially, they offer a solution for the way enterprises need to work today.
Building and managing such workplace transformation involves setting goals:
Use change management to drive adoption. When it comes to collaboration, companies should outline who to communicate with and decide how to provide information to users. Then it starts with how companies announce their decision. Explain the decision objectively and help with the transition. Also, communication with employees must be constant. Leadership can't make an announcement and disappear.
Align tools with the business strategy. There might be a tool with numerous bells and whistles, but if it doesn’t facilitate collaboration, its value is limited beyond the individual.
Deploy fast and drive adoption through best practices and surveys. One of the mechanisms for developing an adoption strategy is to poll employees at intervals. Analyzing feedback from surveys will help zero in on areas like awareness, best practices, training, and enhancements.
Use data and analytics from the output to determine the path forward. Many of the emerging vendors are offering visualization capabilities to determine usage and understand employees and their workflows. The more knowledge enterprises can gain about employees, the more they can understand their job performance and expand their chances of increasing productivity in the workplace.
2018 ICT Enterprise Insights in Digital Transformation,INT001-000009 (December 2017)
Mila D’Antonio, Principal Analyst, Customer Engagement