In this whitepaper, we shall look at the aspects of EX governance and maturity models, and ROI metrics. We will elaborate on the key success factors, best practices, and innovations in the space of EX. Apart from closely examining the key trends and innovations in the space of EX, we will also look at tools, services and methods to build an EX platform.
The whitepaper is beneficial for CXOs, architects and digital practitioners.
EX Governance
Governance is a cross-cutting horizontal concern across various phases of Employee Experience (EX). Broadly, governance defines the processes, roles and responsibilities for EX. In this section, we discuss the EX maturity model that defines various stages of organization readiness for providing a robust workplace. We also define the key metrics that can be used for measuring the effectiveness of EX.
EX Maturity Model
The EX maturity model defines various stages of an organization’s readiness for building a robust digital workplace. We have defined the four phases of the EX maturity model (in figure 1). In the basic EX stage, the technology ecosystem has multiple disparate applications with complex business processes and siloed communication. There is no standard or uniform technology stack. This leads to continuous context switching among employees, causing loss of productivity. In the integrated EX stage, the technology and tools are standardised, while the service and functions are consolidated. The organization uses the unified search and collaboration strategy to provide a holistic and integrated experience to the employees. In the optimised EX stage, the EX will be optimised through user journey mapping, persona definition and personalised digital workplace tools. The organization enables multiple productivity improvement self-service tools and monitors the effectiveness continuously. A well-defined governance is deployed to engage and improve the EX. In the smart EX stage, the organization uses innovative and state-of-the-art technologies such as cognitive computing, advanced analytics, voice search, conversational interfaces like AI, AR/VR to provide a continuously engaging experience to employees.
Transformation to a Modern Digital Workplace
We have defined the four prioritised stages to transform the existing platform into a smart digital workplace and derive maximum business value, and find a quicker time-to-market (in figure 2). We can start using the ‘lift and shift’ method, where we reskin the existing platform with the new experience and provide a gateway for existing enterprise applications. This is a low-hanging-fruit as we can quickly reuse the as-is processes. In the second step, we evaluate various commercial tools and cloud platforms to select the most appropriate one to define the next generation of EX. We can identify the quick wins that can be implemented using the selected tools. We then leverage the inbuilt features of the selected platform such as collaboration, security, personalization, integration and analytics to enable modern EX features. We can derive maximum business value in a quick time using out-of-the-box features. In the next level, we consolidate data, features and services to maximize the information value for the employees. We also automate the core activities, redesign processes and enable AI for building smart digital workplaces. The next step in the journey is that of continuous innovation wherein we build a service marketplace in our platform and leverage cutting edge technologies such as AI, AR/VR, wearables etc. to actively engage with employees.
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