Chief Information Officer

How to Transform the Employee Experience

Tulio Quinones, Area Vice President of Solution Consulting – Global Platform Innovation at ServiceNow, provided tips to help business professionals deliver great employee experiences during his presentation to Argyle’s CIO membership at the 2018 Chief Information Officer Leadership Forum in New York on June 19. In his presentation, Quinones highlighted the importance of delivering outstanding user experiences to foster employee partnerships.

The employee experience may dictate a company’s short- and long-term success. If a company can make it simple for workers to provide meaningful contributions, this business may be able to differentiate itself from the competition. On the other hand, if a company’s employees are tasked with a variety of mundane tasks, these workers may be unable to provide meaningful contributions to support a business’ growth.

How a company develops and implements processes and procedures among its workforce can have major ramifications. For example, if employees are bogged down by mundane work processes, they may struggle to maximize their day-to-day productivity. Perhaps worst of all, a company is unlikely to achieve the best-possible results if its employees are forced to deal with myriad manual work processes.

Using Automation to Streamline Processes

Automation is important for all companies, regardless of their size or industry. If businesses prioritize automation, they could discover unique ways to streamline mundane work tasks. Plus, companies can use automation to engage employees in meaningful work activities.

Oftentimes, IT teams are tasked with implementing technologies that drive business automation. Yet IT teams sometimes ignore the user experience associated with these technologies – something that could be problematic for a company and its employees. If IT professionals understand what users want from automation technologies, they can map out their development and deployment efforts accordingly. IT professionals who work hand-in-hand with employees to integrate automation technologies into a business’ operations can help workers optimize the value of these technologies. In addition, IT professionals can provide employees with access to automation technologies that deliver exceptional user experiences time and time again.

“Today’s user experience centers around the same type of user experience that you have on your mobile device,” Quinones stated. “This new user experience has developed based on the expectations of your employees.”

Thanks to automation technologies, employees can reap the benefits of meaningful work experiences, too. Automation technologies ensure employees won’t have to worry about mundane work tasks. Instead, IT teams can automate assorted work tasks and help employees focus on finding ways to deliver meaningful contributions to a company.

It Pays to Automate

The impact of automation can be significant. In fact, research indicates that automation technologies frequently help businesses become more productive and efficient, along with bolster their employee satisfaction and retention levels.

“Companies that invest in employee experiences have better employee growth, employee pay is better and profit-per-employee and revenue-per employee go up,” Quinones said. “And happy employees mean happy customers.”

For IT teams that want to integrate automation technologies into a company’s operations, the user experience should remain at their center of their efforts. If IT teams prioritize the end user, they can ensure employees can enjoy seamless user experiences at all times.

“Being corporate IT … sometimes leads us to stay in the mindset of IT instead of the employees who are actually using systems [that we develop],” Quinones indicated.

Collaboration Ensures Success

Furthermore, IT teams should collaborate with employees throughout the automation technology integration process. If IT teams consult with workers, they can obtain user experience feedback. Then, IT teams can incorporate this feedback into their integration efforts and increase the likelihood that the user experience consistently hits the mark with employees.

“You need a user experience that team that will actually go and talk to your end users,” Quinones stated. “Be empathetic with your employees.”

IT teams also should be ready to make automation technology adjustments as needed. Employee expectations may change over time, and IT teams that can keep pace with a workforce can ensure that all workers can benefit from automation technology.

“When you’re building an experience, everything is an assumption until you put things in front of the end user,” Quinones said. “You have to be agile … from a software deployment perspective and from [the user perspective].”

Businesses must do everything possible to learn about their employees and provide them with user-friendly technologies. By allocating time and resources to integrate automation technologies into their operations, a business can simultaneously eliminate mundane work tasks and empower employees to become key contributors to its success.

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