Knowledge 2022: How is digital transformation changing the user experience?

Remote and hybrid work requires a new management mindset

In the early days of remote working, teams of employees who previously worked from an office found themselves overwhelmed with meetings.

Companies didn’t have a trust system, so when there was no in-person visibility of the work, managers would instead forecast “a million Zoom calls,” Wright said.

Managers needed a tool that provides insight into their team members’ tasks, deadlines, and status. Digitally transformed workflows deliver this information, giving employees the freedom to work when and where they want without oversight from management bordering on interference.

MORE KNOWLEDGE: ServiceNow executives talk about digital transformation in a keynote.

The shift to remote working also meant that managers had to be trained in different skills.

The investment in managers needed to reduce employee stress meant training to develop empathy and problem-solving skills, Canney said.

Teleworking, especially during the Great Resignation, also required breaking the silo between the HR department and the other teams. Digitization of the recruitment, development and onboarding process allows for more cross-collaboration and communication between teams, which is not only needed in HR.

Internal process improvements lead to a better customer experience

TO “Keeping the customer at the center of digital transformationa panel discussion moderated by Hannah Datz, vice president of customer workflow at ServiceNow, IT leaders agreed that customer experience is the responsibility of every employee within the company. Participants, who represented roles in various industries, also agreed that customer experience is rarely a goal for all employees.

The communication breakdown between IT and marketing is negatively impacting the company’s ability to serve the customer, said Ben Brooks, technology product owner at Federal Reserve System. Instead of working in silos, teams need visibility into their colleagues’ workflows and priorities.

KEEP READING: IT managers face greater challenges in a world of working from anywhere.

Jonathan Warren, Central Hudson team lead for cloud and enterprise services, pointed out that even updating and adopting processes becomes a sticking point when teams don’t communicate. Adopting new technologies, or even user interfaces, can create problems internally and for customers.

“You release an update, and the UI is a different color or a button moves around, and all of a sudden they need six hours of training to use it,” Warren said.

Improving processes and internal communication, participants agreed that customer feedback should be shared across departments to allow organizations to integrate it.

According to Teagan Poole, HR process analyst at Kwik Travel.

Digital transformation and automation of data sharing, process visibility, and employee workflows can ensure businesses continue to evolve with the technology of the times.

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