Insights from IMPACT 2018: Delivering Experience


Posted by Bersin insights on April 6, 2018.

Employees use highly personalized and user-friendly technology in their daily lives. Unfortunately, the same is not always true at work. To engage a widely dispersed, often virtual workforce, HR leaders should develop technologies that offer employees a compelling and holistic experience.

Delivering next-generation technologies involves thinking differently about the HR function and being willing to revamp systems completely. That was the theme of the IMPACT 2018 session, “Thinking Differently About HR Tech: Delivering Experience.” Speakers discussed current trends in consumer technologies and ways to adapt them internally within the HR function.

“It’s not about the technology—it’s about the experience,” said Janet Clarey, Solution Provider Research Leader, Bersin, Deloitte Consulting LLP. “Most internal platforms are far behind those in the consumer world.” But the good news is that HR technologies are evolving. Based on Bersin’s research and interviews with a variety of solution providers, Clarey identified four trends in learning platforms:

  1. Personalized experiences that combine artificial and human intelligence, such as clothing or food shopping applications
  2. Unification and integration of technologies through robust application programming interfaces (APIs) that are open to developers
  3. Consumer-grade mobile and web experiences with a wide range of functions and features
  4. Data aggregation and analytics applications that enable organizations to extract data in an actionable form

To illustrate these trends, one panelist described his company’s initiative to improve the employee experience. Within a three-year timeframe, the company retired a dozen pieces of obsolete technology and redesigned more than 100 HR processes from the ground up. Employees now leverage a consolidated and unified suite of tools. About 20 percent of the new system was built internally. Based on his experience, the panelist described his company’s strategies for success:

  • Simplify and standardize wherever possible.
  • Keep an enterprise perspective.
  • Be willing to compromise.
  • Make decisions quickly and move on.
  • Integration is the answer.
  • Begin with the end in mind.

A second panelist offered another perspective on the employee experience, saying they had to make a huge play to reach and engage all their employees. Starting with a modest budget, this company created a personalized and socially connecting digital learning experience platform. Another application allowed employees to connect performance feedback with practical learning and development opportunities tailored to their unique needs. Both tools were built internally.

Motivating employees to engage with new tools takes time and effort. Employees may be more willing to interact with new technologies once they see that information is accessible and unified.

Keep up with the conversation! Check back with the Bersin blog for more Insights from IMPACT 2018.

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