“By no fault of their own, many businesses rushed to adopt applications and software that enabled the shift to remote working. However, this has led to a gap in the employee experience,” says Andrew Avanessian, CEO at AppLearn, in an exclusive interview with EnterpriseTalk.
ET Bureau: What does employee experience mean in today’s hybrid workplace?
Andrew Avanessian: The employee experience has evolved exponentially over the last 50 years. It’s crazy to think that 50 years ago, computers and the World Wide Web were still in their infancy, and workers relied on pen and paper and physical systems to run their businesses.
These processes became quickly outdated as the capabilities of technologies were realized and have continued to be refined over the years. But this evolution has led to the employee experience becoming increasingly intricate and complex. Now, there are countless components and tens of applications that employees have to navigate and use to complete their day-to-day work.
In fact, the average knowledge worker uses 35 business applications and switches between these over 1,000 times a day. Add to this the very common issue of employees leaving applications to look elsewhere for IT support, which shows the huge impact of ‘context switching’ on productivity.
To answer the question around what the employee experience means in today’s hybrid workplace, though, it’s about creating a journey for users that enables them to work at their best, wherever, whenever. Technology should enable greater productivity, collaboration and ultimately support business growth. But with the proliferation of applications, organizations are struggling to achieve this.
ET Bureau: What are some of the strategies businesses can adopt to build a more consistent and cohesive digital workplace?
Andrew Avanessian: After an intense period of digital transformation, organizations now need to focus on consolidating their disparate IT estates. By no fault of their own, many businesses rushed to adopt applications and software that enabled the shift to remote working. However, this has led to a gap in the employee experience.
This year, organizations will need to prioritize users once more and ensure the software works better for them. They can do this by looking at how their IT estates can be simplified and find the tools that can create a unified, frictionless experience that keeps users in the flow of work. Striving towards end-to-end digital service delivery will give enterprises greater visibility of how users interact with software and provide data-driven insight that can be used to drive strategy.
ET Bureau: How is technology instrumental to a fully modern employee experience?
Andrew Avanessian: Technology has played a significant role in advancing the employee experience – workforces used to be constrained to physical offices, and processes were inefficient. The evolution of technology has enabled organizations to break these barriers allowing workforces across the world to work from anywhere at any time.
Read More interview : Capitalizing on AI Talent Marketplace for Future-proofing the Workforce
The benefits this has brought for businesses are countless, but we now have an opportunity to take the employee experience to the next level. And there are disruptive technologies that can support enterprises in reaching this goal.
ET Bureau: In what ways can an employee experience platform (EXP) power a company?
Andrew Avanessian: Despite best efforts, particularly amidst the Covid-19 pandemic, the employee experience is more complex and disjointed than ever. The proliferation of remote working and applications adopted has meant that the flow of work is impaired, and employees are finding it harder to complete tasks efficiently. The knock-on effect that this can have on an organization’s productivity and ultimately profitability is huge.
How businesses react in this next phase will be absolutely critical. Organizations must find a solution that bridges the employee experience gap that has been created. Employee experience platforms (EXPs) take a holistic view, creating a wrapper around the siloed business applications, and providing the employee with a next-generation user experience.
ET Bureau: Why is a digital adoption platform (DAP) crucial to creating and complementing an employee experience platform (EXP)?
Andrew Avanessian: The ultimate goal of an EXP is to connect disparate processes and applications across a platform and enable users to work in a more cohesive, focused, consistent, and organized digital workplace.
DAPs help streamline user experience by bridging siloed applications and offering guidance to employees to stay in the flow of work through contextual support when completing tasks. Typically, users would have to leave the application or task to find support if they are struggling with it, which interrupts productivity. DAPs help users learn how to navigate and successfully complete tasks more efficiently in the flow of work.
DAPs also take a data-driven approach to the user experience, using analytics to provide insight into the everyday tasks and processes employees are completing on software applications. Using insights such as which tasks are repeatedly being corrected, DAPs can proactively flag issues and deliver support to the user before they even realize they have a problem.
It’s clear that DAPs are an integral tool and means in reaching the EXP goal. Ultimately, we want organizations to feel like the software they are using across their businesses enables their employees to work better.