2020: The Digital Employee Experience

As organisations adopt new ways of working and technology to increase their competitiveness, the employee experience – the interaction between an organisation and its people – is radically changing. So what might the employee experience be like in 2020? Here are some ideas…

Agile loyalty: The ability of an organisation to respond effectively to rapidly changing market conditions is a key source of advantage in today’s global economy. For example the sharing platforms created by digital disruptors like Airbnb or Uber have helped lower supplier costs and increased customer choice.

Arguably this sharing platform capability could be developed further to create other forms of competitive advantage such as enabling collaborative or even competing organisations to share their human resources on-demand. In 2020 an employee may be expected and supported by their parent organisation to work in different areas of the same sector as a form of short-term resource exchange that delivers mutual benefit for all participating organisations.

Traditional and digital integration: In B2C markets today there is a strong focus on integrating the traditional and digital experience of a brand to create seamless, insightful customer offerings anywhere, anytime. The adoption of Bluetooth beacons in stores to personalise the physical shopping experience as a complement to digital channels is an example of this omnichannel approach.

For such integration to be commercially successful the employee experience needs to blend offline and online work tools together effectively. The use of smart devices like tablets by shop floor employees to access stock information instantly to support the sales process demonstrates the positive impact of such change. Yet as digital technologies mature, such integration is likely to accelerate further – for example van manufacturers are now prototyping drone-equipped delivery vehicles. In 2020, an employee may need to have the skills to work successfully with a range of old and new technologies integrated together for customer benefit.  

The trust economy: The digital employee experience is fundamentally changing the intrinsic relationship – the bond or trust – between an organisation and its employees. Driven by disruptive factors such as the globalisation of the labour market and proliferation of social media, the need to have aligned cultural values between these stakeholders is critical to realising the advantages of employee self empowerment and agility.  

Today, many organisations are making the public move from a corporate social responsibility approach to the combined goals of social, environment and economic sustainability – a shared set of values with their employees. In 2020, such trust may be essential to the employee experience with an organisation communicating daily updates to its people about its performance against its sustainability goals to help intrinsically motivate their performance.

If you would like more information about how digital employee experience design can benefit your organisation please contact the Sopra Steria Digital Practice.

Published by

Mark Howard

Mark advises on user centric digital service design & transformation with a focus on tangible business benefits realisation. His passion is helping organisations to transform how their people use digital ways of working to interact with users to deliver an seamless, integrated customer experience. Mark’s recent private sector experience includes delivery of a mobile application prototype for a European business services company and advising a major UK high street retailer about using enterprise social media tools to drive competitiveness. Mark has 10+ years consultancy experience advising blue chip Telco, FMCG, Retail and Pharma clients as well as UK Central Government. Mark holds an MBA from Open University. www.linkedin.com/in/mark-howard-mba/

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