Human platform Inspiring staff through digital technology


private lives. We have seemingly unlimited options as we select the productivity and collaboration tools, the social media apps, and the video streaming and gaming platforms that suit our personal preferences. To successfully attract and retain workers, companies have to provide a similarly satisfying experience for employees when they interact with workplace technology. Employees have to be fully digitally


enabled to perform their roles, with complete views of product information, service delivery and customer information in any place and at any time. For example, an airline industry customer


service rep stationed at the ticket counter in a busy airport should have access to real-time information on factors that affect customers, such as severe weather conditions or flight delays. That person should be plugged into scheduling and ticketing databases in order to arrange alternative flights, should know whether a customer is a frequent flier, and should be empowered to make fast, independent decisions that solve customer problems and translate into top-notch customer service. In addition to ensuring staff have the


skills, mindset and motivation to develop their digital capabilities, organisations should personalise the employee experience. Staff want to have the right devices, software,


GERMANY has the highest number of employees in the


accommodation sector, employing 25% more than Spain (Figure 69)


In addition to ensuring staff have the skills, mindset and motivation to develop their digital capabilities, organisations should personalise the experience


applications and connectivity to bring the best of themselves to work. It’s all about creating a digital working environment where everyone feels connected and totally engaged. For example, in a training scenario,


one employee might want a classroom experience and face-to-face interaction with a trainer and co-workers, while other employees might want to take the training online at their own pace and in their own environment. Some employees might want to collaborate over a Slack channel, while another team might prefer Yammer or Microsoft Teams. In the Economist Intelligence Unit


survey*, 72% of respondents said a change in culture was critical to implementing a successful digital transformation. Topping the list of critical initiatives, 38% of respondents said they would be implementing revised business processes and introducing organisational changes to accommodate their digital strategy. Those changes include flattening the hierarchy to


FIGURE 69: ACCOMMODATION EMPLOYEES Europe’s top-10 destinations


100,000 200,000 300,000 400,000 500,000 600,000


0 44 | Travel Weekly Europe Report 2019 510,000 409,000 317,000 248,000 186,000 354,000 352,000 296,000 226,000 225,000


20,000 40,000 60,000 80,000 100,000 120,000


0 120,000 110,000 96,000 87,000 61,000 28,000 91,000 81,000 74,000 75,000


France Germany Italy Spain UK


Austria Greece


Netherlands Poland Portugal


Total (incl. part time)


Full time Source: Eurostat


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