Visions for the Journey Towards a Post-2020 Employee Experience | IOM Summit 2020 by Dion Hinchcliffe
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A summary of my latest thoughts on how to reimagine digital employee experience to be more human, resilient, and effective in a remote-first world of work. We have a historic opportunity and momentum that can drive immense positive change for workers, businesses, and their stakeholders.
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Visions for the Journey Towards a Post-2020 Employee Experience | IOM Summit 2020 by Dion Hinchcliffe
- 2. (cc) Creative Commons, 2010-2020. Constellation Research, Inc. Some rights reserved. #digitalworkplace @dhinchcliffe Top Insights • Work will simply not go back to the way it was • Organizations need to plan for a hybrid model of work • Remote-first, with some physical • Return to Work protocols will be very complex in many cases and result in significant productivity shortfalls • Technology is still the best available tool to address remote work, business disruption, and growth • But it must be aimed at human factors that matter most • Especially wellness, resilience, and effectiveness • In retrospect, our digital workplaces were far too haphazard and disorganized • We now have the tools and concepts to rethink the employee experience from the ground up to be much more humane, effective, and sustainable for the future
- 4. (cc) Creative Commons, 2010-2020. Constellation Research, Inc. Some rights reserved. #postpandemic #futureofwork #ioms20 @dhinchcliffe A Pandemic Playbook for the The Future Of Work Suddenly Remote Business Continuity Upgrades Expanded Remote Work and Reskilling Programs Financial Uncertainty and Budget Reductions Operational Disruption Recovery and Growth Plans Staff Reductions M&A Rollup of Distressed Players Upended Digital Transformation GoalsNew Digital Playbook Worker Skill Shortfalls Geopolitical Constraints Cloud Supplier Capacity A Very New Normal New Lean, Automated Operations v1.2 Quarantine Ends Upleveled Hybrid Employee Experience Struggling Remote Workers = Obstacle = The Route Around It
- 5. © 2010-2020 Constellation Research, Inc. All rights reserved. #postpandemic #playbook @dhinchcliffe 5 Tech Spending Is Shifting By Industry Government Food and beverage Technology Healthcare Real estate Telecommunica9ons Engineering Educa9on Insurance Media Legal Consumer Not for profit Retail Manufacturing U9li9es FMCG Financial services Automo9ve Energy, oil and gas Travel and hospitality -30% -23% -15% -8% 0% 8% 15% -27% -22% -21% -18% -17% -15% -13% -13% -12% -11% -11% -8% -7% -5% -4% -3% 3% 9% 9% 11% 13% Source: R “Ray” Wang
- 6. (cc) Creative Commons, 2010-2020. Constellation Research, Inc. Some rights reserved. #postpandemic #futureofwork #ioms20 @dhinchcliffe The Post-Pandemic Organizational Shifts Service Model Org Model Core Approach Push Pull Hierarchy Community Planning Model, Growth Model Linear Exponential Operating Model Centralized Distributed Motive Force Design for Control Design for Loss of Control Let the Network Do the Work Do All The Work
- 7. © 2010-2020 Constellation Research, Inc. All rights reserved. 7 A Better Worker Journey Must Be Holistically Developed worker • Knowledge-centered • Change proactive • Big picture oriented • Location-of-choice • Mobile-first, remote-first • Focused on wellbeing of all • Data and insight-driven • Guided and enabled • Tech accelerated Data Apps Culture Process Candidate Hiring Pre/Onboarding Orientation Relocation Training/L&D Perf. Mgmt Job Redesign Reorganization Family Change Benefits Promotion Claims Collaboration Projects Travel Personal Leave Key Practices Recognition Offboarding Departure Alumnus Operations Communications Compliance CSR/Giving Back Innovation Management Automation digital journey physical journey emergent experience coherent experience devices ops shared outcomes coalescing integrating organizing designing focusing from to complexitymanagementdistributedco-creation beginning… middle… end…
- 9. © 2010-2020 Constellation Research, Inc. All rights reserved. 9 The New Post-2020 Digital Employee Experience recruiting pre/onboarding work family promotion departure worker external onramp activities change offramp wellness remote-first resilience experience delivery new post-2020 emphasis Worker to Worker Org to Worker Worker to Org Worker to Digital Employee Experience Platform Experience Analytics Systems of Record Systems of Engagement Productivity Health Experience Architecture Experience Support Experience Production {A New More Holistic Employee Experience Stack more virtual less physical
- 10. © 2010-2020 Constellation Research, Inc. All rights reserved. 10 Experience Production Some Rights Reserved, 2020 by Dion Hinchcliffe Worker to Worker Org to Worker Worker to Org Worker to Digital Employee Experience Platform Experience Analytics Systems of Record Systems of Engagement Productivity Health Experience Architecture Experience Support Journeys Touchpoints {A New More Holistic Employee Experience Stack experience delivery less physicalmore virtual Elements of a Modern Digital Employee Experience
- 11. © 2010-2020 Constellation Research, Inc. All rights reserved. @dhinchcliffe #NewCSuite #PostPandemicPlaybook 11 © 2010-2020 Constellation Research, Inc. All rights reserved. Revitalization and Growth Survival Disruption (4 months ago) Now 2 months Post-2020 • Priority is to survive given an open-ended timeline • Allocate resources to both survival and growth tracks • Identify longest lead time items and get started • Build your employee experience playbook across these two tracks • Execute using more dynamic resources (matrixed team, gig workers, etc.) • Track progress in real-time using analytics • Risk manage but think far outside the box • Get all hands on deck, including partners and suppliers • Create a matrixed post-pandemic StrategyOps team • Rapidly and proactively experiment and pathfind solutions • But keep a safety critical core stable Post-Pandemic Playbook for the Future of Work #postpandemic #futureofwork #ioms10 @dhinchcliffe
- 12. (cc) Creative Commons, 2010-2020. Constellation Research, Inc. Some rights reserved. #postpandemic #futureofwork #ioms20 @dhinchcliffe Key Takeaway: This is a historic opportunity to change work for the better. We cannot miss it.
- 13. © 2010-2020 Constellation Research, Inc. All rights reserved. @dhinchcliffe #NewCSuite #PostPandemicPlaybook 13 Achieving the Post-2020 Employee Experience Shifts © 2010-2020 Constellation Research, Inc. All rights reserved. Service Delivery • Make Remote Work a Long-Term Success w/ upleveled EX • Reinforce Business Continuity and Cybersecurity • Ramp up Mass Automation/AI/RPA • Proactively Redesign the Employee Experience for the Top Journeys • Next-Gen Consumer-Grade IT for more Experience-Centric, Agile Delivery • Restructuring • Move to New Staffing Profiles (more gig economy, less permanent FTE)s • Redesign for Lean Operations • Rebuild the Supply Chain • Recast IT into a New Cost Profile (larger, not less) • Re-Imagine Digital Transformation Goals and Plans Planning and Strategy • Strategizing a Return to the Office • Cope with New Geopolitical Tech Landscape • Partner with the CHRO and Comms to Rebuild • Create a Larger Uncertainty Set Aside • Start Strategy and Budget for Remote-First 2021 Employee Experience Now #postpandemic #futureofwork #ioms20 @dhinchcliffe