Remote/Hybrid Workforce
keep the workforce connected. In an era of hybrid work, businesses need to deliver unified and personalised experiences to employees at scale, connecting teams, systems and data across multiple departments, from HR and IT to legal and finance.
How can companies look to boost productivity in the remote/hybrid workforce? Businesses must transform their digital services to work seamlessly across remote and in-person work. Disconnected experiences hinder an organisation’s ability to support new ways of working. Companies need to think holistically about employee experiences to boost productivity. It is also the responsibility of managers to establish and review
employee journeys with the aim of providing personalised resources and training to help them progress their careers. Understanding where workers are in their own personal journey and being attentive to their needs will help them focus their skills in areas they enjoy, which will have a tangible impact on both productivity and satisfaction.
What do you advise when companies are looking to set up their hybrid/remote workforce infrastructure? Business leaders have to ensure that the employee platform, which greets hybrid and remote workers is as usable and engaging as the everyday digital experiences they are having outside of the workplace. Te proliferation of high-end consumer technology has transformed both customer and employee experiences. Tis has raised the bar and set high expectations for services and products at work. Communicating with colleagues in a consistent manner is also
key to providing great experience - businesses need to simplify and deliver one trusted digital source of content and communications for everyone.
What latest new solutions has the company developed for the remote/hybrid workforce? We’ve integrated Microsoſt Teams into ServiceNow, so that workforces can get help directly using the collaboration tools they are used to in their day-to-day work. Within the Microsoſt Teams environment, workers can submit and follow up on tickets easily regardless of whether they are remote or in-person, with ServiceNow’s Virtual Agent offering answers to frequently asked questions. To further simulate the ‘in-person experience’, employees can also initiate video meetings directly within Teams. Furthermore, we recently launched a
new Manager Hub, which provides a single destination for managers to establish and review employee journeys and respond to requests while delivering personalised resources and training to help managers grow as leaders. Whilst working remotely, this will help managers have a greater visibility over their teams.
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How can you adapt your current infrastructure for remote working? Mobile self-service experiences are key to adapting infrastructure for remote workers and offering colleagues the support and technology they need to work effectively. IT teams across the country have been inundated with tickets at one time or another, even more so with increased remote working and digitisation. With a hybrid workforce, having a robust self-service process can help reduce the number of incoming tickets, whilst simultaneously improving productivity and the employee experience.
Do you see this as a fad or future long-term prospect? Te hybrid digital workplace is most definitely a long-term prospect. Business leaders need to get to grips with this and start trying to reimagine their workplaces as a hybrid-working environment, rather than simply calculating how many people can fit on a floor. Employees could sit together in flexible neighbourhoods for example, rather than going to a designated area. Tere’s a huge opportunity to rethink the experience and culture of the office in today’s world.
What developments are on the horizon for the future remote workforce? Digital transformation will continue to accelerate from here on out - and we are about to experience an unprecedented wave of workplace innovation. Tere’s no going back - digital workflows are now simply the way we work in the 21st century, and will become a necessity, rather than a luxury.
What role does the cloud and digitisation have to play? Digitisation has been one of the hallmark impacts for organisations in recent years - but it’s key that business leaders take control of digital sprawl. A 2021 report by Okta found that the average apps per customer has risen by 22% to 88 apps. It’s important to streamline this and ensure that employees have one, central connected place to find information.
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