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3 Ways to Guarantee Employee-Driven Digital Transformation

Digital Transformation

Research shows us that 8 in 10 organizations are moving to hybrid working in the long term. This evolution means confronting the main challenges head on with innovative processes and solutions – if it wasn’t already – is now a priority for organizations. But adopting a ‘lead and let them follow’ approach isn’t necessarily the way to go when it comes to digital transformation. In fact, employee-driven digital transformation goes far in improving the digital experience for users, empowering employee mobility and productivity, and optimizing services.
But how can you guarantee employee-driven digital transformation?
1. Understand the needs of end users
Knowing what your end users want is just as important as understanding how their workplace technology is functioning. Supporting hybrid working requires new systems and processes to replace the old, and the only way to ensure they’re working for your end users is to ask them.
To achieve this, IT needs to marry hard metrics with sentiment-based analytics for visibility into employee opinions – and opinion matters! The need for this is already apparent, with 93% of IT workers thinking leadership should be listening to employee feedback more often. Why? Well, as Forrester analyst, Rich Lane, puts it: “sentiment allows you to understand your IT infrastructure better”
2. Empower end users
The transition to hybrid working raises a host of new requirements when it comes to empowerment. The means IT support at all hours of the day to deliver on the increasing expectation for self-service. Put simply, it’s the responsibility of IT to remove friction from everyday work.
Self-service needs to go beyond offering up knowledge articles to providing the resolution there and then through intelligent automation. The beauty is that self-service channels are delivering results. Three in four IT staff think chatbots are living up to the promise of automated IT resolution.
3. Optimize service desk support
Of course, self-service may not always be an option. And for those instances when self-service isn’t possible, the next best thing is fast and efficient resolution by an IT support admin. The problem is, however, that service desks rely on legacy, cumbersome means in order to resolve issues.7 in 10 IT organizations routinely use screen share to diagnose IT issues, which is concerning given the prevalence of screen fatigue many are currently experiencing. And if it isn’t fatiguing users, it’s certainly a distraction for IT admin to take control of your laptop. Notably, 69% of end users say they feel disrupted when IT is resolving their issues.
There’s never been a greater need for automation and optimization of the service desk to diagnose problems and take remediating actions to fix them directly against the endpoint, in real-time, without interrupting the end-user. That’s the best experience a user can have when a problem inevitably occurs that they can’t fix for themselves.
The transition to hybrid working exposes new challenges and opportunities for IT teams. The 2021 Work From Anywhere Conference on 24 March will bring together the IT community to exchange ideas and best practices to succeed in the new world of work. Join us to be inspired and learn how to put employees in the driving seat of digital transformation.


The FORRESTER WAVE™: End-User Experience Management, Q3 2022

The FORRESTER WAVE™: End-User Experience Management, Q3 2022