Mindy
Honcoop
Published on
June 18, 2023
In Chapter 1 of three, I introduced the blueprint of the Digital Employee Experience (DEX), the intersection of technology, culture, and the in-person workplace. Now, it's time to address just who is part of the digital employee experience ownership team?
Most industry experts agree that the Chief People Officer (CPO) often owns and supports the Employee Experience, while the Chief Information Officer (CIO) designs the digital workplace experience. We live and work in the innovation economy, where the adoption of hybrid work continues to gain momentum coming out of the pandemic. Technology permeates the employee’s first and last interaction each day, shifting the core employee experience within companies from in-person to digital.
With this shift, companies must embrace designing for the digital employee experience (DEX). Just as companies strive to provide exceptional customer experiences, they too must provide that same level of consumer-grade employee experience. Frictionless digital interactions need to be user-friendly, to engage with and seamless inside the daily workflows. Continuous and agile digital workplace strategies are needed and must be executed with a design-thinking mindset. DEX equips companies to achieve digital transformation in an employee-first, streamlined, and integrated way that drives business outcomes.
CIOs, with their expertise in technology and internal information systems, are uniquely positioned to drive digital employee experience ownership. By focusing on the digital employee experience, CIOs can create a digital workplace that fosters loyalty, productivity, and long-term commitment from employees.
In the realm of employee experience, DEX refers to the collective interaction between employees and the digital tools, systems, and technologies used. It encompasses various aspects, such as the usability of software applications, access to information and resources, and the overall digital environment employees encounter while performing their tasks. It can streamline processes, foster collaboration, and provide employees with the necessary tools and resources to perform their jobs efficiently. A positive digital experience provides a sense of belonging and empowerment, as employees feel valued and supported by their organization. As a result, DEX increases worker commitment and loyalty to the company. Moreover, the digital employee experience directly impacts customer experiences and outcomes. Engaged and satisfied employees are likelier to deliver exceptional customer service and contribute innovative ideas. Positive interactions between employees and customers increase customer satisfaction and loyalty while improving business outcomes.
HR plays a vital role in shaping the digital experience. But it's the CIO who provides the technological infrastructure and tools that enable a seamless digital experience for employees while driving business outcomes. In speaking with numerous CIOs, they unanimously stated that designing a successful DEX framework starts with the company and product strategy.
One of the key responsibilities of the CIO is to establish a robust and scalable digital infrastructure. This infrastructure should support the company's current and future strategy while accommodating rapid technological advancements. It involves optimizing network connectivity, maintaining server reliability, and implementing effective data storage and backup solutions. A well-designed digital infrastructure lays the foundation for a smooth DEX, minimizing downtime and frustration caused by technical glitches.
The CIO’s IT team focuses on providing user-friendly business operations tools and technologies that empower employees to perform their tasks efficiently. These operational tools include intuitive software applications, easy-to-navigate user interfaces, and self-service portals. By simplifying complex processes and reducing the learning curve associated with digital tools, IT enables employees to maximize the benefits of technology in their daily work.
Prompt and efficient technical support is crucial for maintaining a positive user experience. The IT department should establish mechanisms for employees to quickly report and resolve technical issues. Whether through a dedicated help desk, online ticketing system, or chatbot support, providing timely assistance helps minimize disruptions. It makes sure employees can rely on digital infrastructure to perform their tasks effectively.
One of the primary customers for CIOs is the Human Resources (HR) department. HR understands the employees' needs, expectations, and pain points. By leveraging this understanding, the CIO can implement tailored digital experiences catering to different roles, departments, and individual preferences. This personalization can range from customized dashboards and role-specific applications to personalized training programs and resources.
In my discussions with CIOs, they mentioned it is easy to fall into the tech trap of only focusing on the technical aspects of DEX. They mentioned that after understanding the business and product strategy, the next focus is understanding employee experience strategy. It is easy for the CIO to think employee experience is only company culture tangibles, like perks, total rewards, and benefits. By partnering with the Chief People Officer, a CIO can learn about the employee life cycle / journey and all digital touch points along the path. CIOs also cautioned that it is important to know the workforce demographics and composition (from hourly, salaried, contractors, or vendors to geographic locations). These different employee types interact and collaborate within the digital workplace differently.
Managers and team leaders are instrumental in shaping their teams' digital employee experience. As frontline supervisors, they support employees during digital transformation initiatives and create a conducive environment for a positive DEX. One aspect of their role is to provide guidance and support to employees navigating digital tools and systems. By demonstrating knowledge and confidence in using digital tools, managers can inspire and encourage their team members to embrace the digital workplace enthusiastically. Managers who foster a digital collaboration culture offer their teams numerous opportunities to better collaborate, share knowledge, and work together virtually and in-person. Thus, promoting a sense of camaraderihttps://www.mebebot.com/blueprint-for-digital-employee-experience/e and inclusiveness. Additionally, Managers can create an environment that nurtures employee digital growth and development.
While CIOs strive to deliver a positive digital employee experience, here are key optimization opportunities to consider.
For example, Todd also noted how DEX improved their onboarding experience after reviewing feedback from new hires. In the past, they had sent digital onboarding equipment (laptop, accessories, and backpack) in three separate boxes with paper instructions. Now, the Blackbaud First Day Box is a high impact experience for the top talent they are hiring. It arrives at a new employees’ doorstep with an updated backpack filled with company swag, a QR code with all needed instructions, and the tech kit appropriate for their role, building the excitement for their first day. With these small changes, employee sentiment about the technology and consumption of the instructions increased. They felt like the company cared. This is a reminder that changes don’t need to be drastic. Subtle things can have a big impact.
The digital employee experience (DEX) has become a critical aspect of organizational success. Crafting and nurturing a positive DEX requires collaboration and effort from various stakeholders. HR, IT, managers, and employees all play unique roles in shaping the now and future of work and DEX strategies drive measurable results to improve overall operational efficiencies to positively impact the overall company success.
If you missed chapter 1: The Blueprint for Digital Employee Experience, check it out here.