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Engaging portals – creating great experiences ... Engaging portals – creating great experiences A whitepaper by Velrada 2019 The digital modern workplace has grown from being technology-centric

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  • 1White paper by Velrada | velrada.com |

    Engaging portals – creating great experiences

    A whitepaper by Velrada

    2019 The digital modern workplace has grown from being technology-centric to user-centric, facilitating quality stakeholder engagement at multiple levels.

  • 2White paper by Velrada | velrada.com |

    INTRODUCTION

    User Experience (UX) is now becoming the centre of the digital workplace and everyone’s involved.

    The evolution of intranet, portal, content management systems and app technology has resulted in a new paradigm – the digital modern workplace. This concept incorporates both internal and external stakeholders for a truly collaborative user experience (UX), focused on delivering customised information, applications and real-time interaction for responsive and immediate action.

    Stakeholder collaboration and information dissemination has never been more important as community members demand transparency and input into the decision making processes that effect them.

    Collaborative input into strategy and design are starting to shape the communication and information dissemination tools we are using in the workplace. The revolution of new technology has now facilitated the use of AI to augment this offering into a complete digital workplace solution.

    Move over portals – the future is here and it’s inclusive!

    Management, customers, community stakeholders, board members and non- technical employees are now joining the information systems and IT teams to collaborate on scope and design of company digital solutions.

    “Digital workplace initiatives cannot be treated exclusively as an IT initiative,” said Carol Rozwell, distinguished Research Vice President at Gartner. “When initiatives are executed as a series of technology rollouts, employee engagement and addressing the associated cultural change are left behind. Digital workplace success is impossible without such.”

    The public facing customer service dashboard, whether it be an app, a website or a widget provides a window into the organisation and fulfils a valuable customer service role 24/7. AI has the ability to analyse data faster than humans and deliver those results as suggestions to improve overall performance. Real-time updates raise the game for management to control and react quickly from a risk management and performance management perspective. Customisable dashboards are a must for varying levels and roles in the organisation, and employee input into user experience is crucial for employee uptake, engagement and ultimately success.

    Technology has now caught up and we are seeing accessible and affordable digital workplace solutions which incorporate all these internal and external stakeholder wants and needs into meaningful real-time reporting, scheduling and communication tools to empower employees and clients.

    80% of today’s project management tasks will be eliminated by 2030 as artificial intelligence takes over (Gartner).

    https://www.gartner.com/analyst/12953?qid=c9badff31094892a890 https://www.gartner.com/en/newsroom/press-releases/2019-05-01-gartner-says-the-majority-of-digital-workplace-initia https://www.gartner.com/en/newsroom/press-releases/2019-03-20-gartner-says-80-percent-of-today-s-project-management

  • 3White paper by Velrada | velrada.com |

    “Digital transformation is the top-ranked business priority among government CIOs overall, followed by security and governance” (Gartner).

    Embracing the digital workplace in a new age A Gartner survey reveals 75% of organisations increased customer experience technology investments in 2018.

    The workplace is changing rapidly with technological advancements and the expectations of a changing workforce. Carol Rozwell at Gartner said “a new approach for coping with the shifting demands of digital business is emerging for digital workplace leaders - change leadership.

    “Digital workplace leaders must realise that their role as the orchestrator of change is fundamentally moving away from previously ingrained leadership practices that view employees as a group resistant to change rather than involving them in co-creating the path forward.”

    This paradigm shift is about enabling and facilitating a more inclusive decision- making process by involving and collaborating with front line staff, senior management, technology specialists and external clients. Whereas in the past there may have been a list of technical specifications to follow, it is now fundamental to develop an understanding of expectations and requirements based on user experience (UX).

    To do this, technology partners are required to approach projects from a human perspective and manage the people process throughout. Their understanding of the roles, personalities and expectations becomes core to successful implementation.

    CEOs & CIOs are wanting to implement seamless digital experiences for their employees

    Believe the digital workplace is very important to their organisation.

    77%

    Have committed to, or already have, established a digital workplace program

    56%

    Say their digital workplace is mid-way or better in terms of maturity

    32% SOURCE: The State of the Digital Workplace Survey 2018.

    https://www.gartner.com/en/newsroom/press-releases/2018-01-23-gartner-survey-finds-government-cios-will-increase-spending-on-cloud-cybersecurity-and-analytics-in-2018 https://www.gartner.com/en/newsroom/press-releases/2019-06-13-gartner-reveals-75--of-organizations-surveyed-increas https://www.gartner.com/en/newsroom/press-releases/2019-05-01-gartner-says-the-majority-of-digital-workplace-initia

  • 4White paper by Velrada | velrada.com |

    Who “Regardless of which channel they choose, customer expectations for the quality and timeliness of service interactions are soaring…. Customer service can make or break your brand. Every interaction provides an opportunity to transform negative experiences into positive outcomes and to create brand champions. Every touchpoint is meaningful” (Microsoft).

    What A PeerJ study tells us “trust in information systems (IS) is not only highly related to performance and use of IS, but it is also related to users’ well-being and stress. Thus, a high quality IS plus sufficient support structures and competent co-workers are not only relevant for enhancing work outcomes, but they are also important for the health and job satisfaction of employees.”

    Where It is important to consider remote options to enhance the workplace experience. A Gartner survey reveals workers prefer to spend 56% of their time in the office, 29% of worktime at home and prefer to work 14% of the time in public places or while commuting.

    When We live in the age of Amazon, where consumers demand more service options, faster service times, and more visibility into their goods and services. This affects all types of service businesses, whether it’s an HVAC technician making a house call or a delivery driver providing a next-day delivery to someone’s home. According to Microsoft, 72% of respondents expect agents to already know who they are, what they’ve purchased, and have insight into their previous engagements.

    How Microsoft have found that the percentage of customers ages 35+ using social channels for support doubled in the last year. No longer just an important option for Millennials, social channels are fast becoming a standard for all demographics.

    Gartner reveals 50% of millennials want to choose their own social tools. While millennials’ reactions to workplace technology aren’t unique, they expect to have a choice in the apps they use, and they’re more likely to go rogue.

    Many digital workers, especially non-IT workers, think senior managers out of touch with their digital technology challenges (Gartner).

    The changing workforce Most organisations recognise customer experience as a major competitive differentiator, and customer service plays a key role in defining that experience.

    To provide a differentiated experience, organisations must first understand what their customers (internal and external) are looking for, and then use the right technology to reimagine the customer service experience (Microsoft).

    Why “Today’s customers expect to receive service across multiple channels and on any device. In fact, 59% of our 2018 respondents have used three or more channels to get their questions answered. As those customers jump from channel to channel - particularly during a single inquiry - many customer service organisations are unable to transform multiple touchpoints into a frictionless, personalised engagement experience. Regardless of the resolution path, customers should experience a smooth and effortless transition between channels and interactions (Microsoft).”

    A connected ecosystem comes into focus as a multi-channel hub of information, communication and social tools to enable connected workflow. We investigate how this has been enabled in a new paradigm of the digital workplace for the following organisations.

    User identities are at the heart of digital transformation

    https://info.microsoft.com/rs/157-GQE-382/images/2018StateofGlobalCustomerServiceReport.pdf https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6139009/ https://emtemp.gcom.cloud/ngw/eventassets/en/conferences/pcc19/documents/gartner-digital-workplace-us-digital-adoption-infographic-2018.pdf http://info.microsoft.com/rs/157-GQE-382/

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