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Avanade has published the findings of its Digital Wellbeing survey, revealing that UK companies are failing to realise the value from their workplace technology investments. The survey suggests this is due to a lack of consideration of employee experience. Worse still, rather than empowering employees, the proliferation of new technologies can cause confusion, leading to a lack of adoption. Of those surveyed, only 39% are embracing modern workplace technology like Slack, Teams, WebEx and Skype, while an overwhelming proportion remain wedded to more dated technology like email (73%). This is preventing businesses from bringing about the productivity gains and improvements in employee experience they expect from their technology investments. Stanley Louw, UKI head of digital innovation at Avanade commented, “We see the workplace as the new frontier for competitive advantage and a driver of sustainable growth. Worryingly, the study shows that while businesses continue to invest heavily in customer experience (CX), many are still underinvesting in employee experience (EX). Considering that employees play a major role in delivering CX this would appear counter-intuitive. Poor EX can also impact engagement, creativity and ultimately wellbeing.” The study was carried out by YouGov, analysing the working habits of 1,000 UK professionals. It showed that adoption, ROI, and value are all impacted when technology is implemented without consideration for EX. The study also found that while 68% of employees react positively to new technologies, only 39% actually use them on a regular basis. Almost two thirds of employees believe that new workplace technologies are being deployed without consideration of their needs, and they feel this is something HR should contribute in partnership with IT. Poor technology adoption typically results in a missed opportunity for businesses in terms of productivity and performance. And this is at a time when the UK’s overall economic productivity is flagging, with the OECD revealing the average UK worker is 8% less efficient than their American counterparts, and 14% less efficient than their German counterparts. “New technologies offer new capabilities which, not only provide opportunities to improve the way employees work, but also create new ways of working. Successful organisations are those which work with employees to help them understand the relevance new technologies have for them and their specific role, identifying how day-to-day processes and activities can be improved by incorporating these new capabilities.” added Louw. Poor EX is a problem for business. Research from MIT CISR provides irrefutable evidence that employee experience directly impacts customer experience. It is accepted wisdom that poor customer experience impacts sales, revenues and overall business performance and as a result employee experience is becoming part of the C-suite agenda. Further research by MIT CISR shows that organisations that recognise the importance of EX and that invest in workplace as a transformational proposition covering technology, culture, experience and business operations can realise significant competitive advantage. Compared to the competition, organisations ranked in the top decile for EX typically achieve double the customer satisfaction scores, double the percentage of revenues from product/service innovation and are on average 26% more profitable.2 “The good news for organisations struggling with EX is it’s never too late to improve,” explained Louw. “However, true impact requires collaboration between HR, IT and the business, with a commitment to keeping the employee at the centre of the equation. And technology initiatives that succeed in improving the employee journey will enhance customer experience, improve business performance and increase employee well-being.”
