In June, the Infocomm Media Development Authority (IMDA) awarded 5G licenses to Singtel and JVCo (formed by Starhub and M1), after they completed the required regulatory processes – including the selection of their preferred frequency spectrums, vendor partners and other technical matters such as performance, coverage, resilience, and cybersecurity. They will be required to provide coverage for at least half of Singapore by end-2022, scaling up to nationwide coverage by end 2025. While Singtel and JVCo were allocated radio frequency spectrum to deploy nationwide 5G networks, other mobile operators, including MVNOs, can access these network services through a wholesale arrangement. The networks will also be supplemented by TPG who has been allocated the remaining mmWave spectrum and will be allowed to roll out localised 5G networks.
Ecosystm Principal Advisor, Shamir Amanullah says, “Singapore, along with Thailand, leads 5G adoption in Southeast Asia and major telecom operators Singtel and StarHub launched trials which gives customers an opportunity to experience 5G speeds and potential new services.”
Singtel’s Journey Forward
Earlier this month Singtel launched its 5G NSA infrastructure on a 3-month trial promising speeds of 1Gbps by use of 3.5GHz frequency coupled with the existing 2100 MHz spectrum. It has made it free for the first 20,000 customers with 5G-compatible smartphones. While the 5G signals initially cover certain central and southern parts of Singapore, the coverage is expected to increase over the trial period. Singtel is also working on the development of other 5G services and integrating its network with technologies such as AI, IoT, Cloud, AR and data technologies, in line with the Government’s vision for 5G.
Last week, Singtel unveiled a 24×7 unmanned 5G powered stall to transform and reshape the retail experience. Labelled as 5G NOW @ UNBOXED, the hyper-connected store is designed to provide a first-hand experience of 5G services and possibilities to retailers and consumers. The store aims to offer seamless service experience to visitors looking for services such as SIM card replacements, and device collection through self-service kiosks. To create a more personalised experience for visitors, a 5G virtual assistant Stella is deployed at the store, integrated with facial recognition and emotion reading capabilities which will work in tandem with UNBOXED’s 5G rover Stanley. The rover is connected with the kiosk’s security system and will manage the contactless experience for visitors through temperature checks and maintaining social distancing measures. The 5G service with wireless connectivity and high speeds makes the store movable in a sort of hybrid online and offline retail model.
Amanullah says, “Singtel has ramped up its digitalisation efforts and increased adoption of digital channels and services to improve their customer experience. The 5G NOW @ UNBOXED phygital experience is cutting edge and brings the physical and digital experience in a seamless fashion for its customers. Singtel will be able to integrate physical and digital marketing efforts which should increase sales opportunity. In a recent report, Singtel announced that more than 70% of customer service transactions are online while only 30% of sales are transacted online. The unmanned 5G powered phygital experience should see online sales rising.”
The 5G powered pop-up store follows the launch of Singtel’s 5G non-standalone (NSA) network in the 3.5 GHz frequency as well as existing 2.1 GHz spectrum integrating technologies such as dual connectivity. The trial based 5G network offers Singtel customers a sense of 5G services such as high-speed internet of more than 1Gbps, video streaming, cloud gaming, AR/VR and other consumer use-cases.
JVCo’s 5G Initiatives
JVCo has also launched its 5G connectivity services using the NSA 5G architecture in the country in partnership with Nokia. StarHub launched its trials in August 2020 which will end on 16 February 2021. The trial runs on an NSA 5G infrastructure on the 2100 MHz spectrum with the SA 5G infrastructure operating on the 3.5 GHz expected to be ready in mid-2021. The StarHub Mobile+ or Biz+ mobile plans, allows customers to automatically experience some early 5G benefits using compatible mobile devices. The 6-month, free trial is a lead up to the full commercial launch of 5G standalone services next year. The telecom operator has a planned investment of USD 146.4 million in 5G infrastructure over a five-year period.
Meanwhile, M1 is working closely with IMDA and is expected to roll out 5G trial services, soon.
Amanullah says, “In the challenging financial times due to the COVID-19 pandemic which has impacted roaming, prepaid segment, equipment sales among others, it is impressive that the leading operators in Singapore are bringing cutting-edge connectivity services which should drive digitalisation of consumers and enterprises.”
For more insights on the key trends in the telecom services market in Southeast Asia, read Shamir’s report
For more information on “The New Normal for Telecom Providers in South East Asia”, report please contact us at email@example.com
First let me explain my interest in the subject. I have been a full-time mobile and part-time remote worker for over 13 years with a global technology company. I have designed many mobile office environments throughout Asia, working with business units to understand their needs and to educate them on the changes required and the change management process. For over 10 years I have taught this subject around the world to fellow professionals – across industries – in Asia, Australia/New Zealand, Europe and the USA. I was based in Hong Kong during the 2003 SARS outbreak. These experiences have given me a keen understanding and perspective on what happened in the early days of COVID-19, and insights on what the future could look like for many businesses.
Let’s look at some basic Work Environment facts:
It costs a company an average of over US$10,000/year per employee for their physical space.
Remote working happened very quickly at the start of COVID-19, almost overnight for some companies and employees.
There are many venues available to conduct work from, over the long term: Office, Home, the 3rd Space (coffee shops, etc) and other venues.
While overall levels of remote work are high, there is considerable variation across industries.
Remote work is much more common in industries with better educated and better paid workers.
Employers think that there has been less productivity loss from remote working in better educated and higher paid industries.
More than one-third of firms that had employees switch to remote work believe that it will remain more common at their company even after the COVID crisis ends.
The Emergence of the Future of Work
Mobile & Remote Work. The cost of housing a worker in an office environment has always been a concern for senior management. The cost quickly adds up, even for a small or medium-sized firm. The physical cost of the office is typically the second largest expense for a company, after employees’ salaries. This is one reason that “densification” has occurred in the office environment over the past 10 years or so. It is also a reason remote working (working outside the office – from home, coffee shop, hotel, airport lounge, etc.) has been attractive to companies. If the office environment is designed with multiple work-type spaces (e.g. collaborative, non-collaborative, quiet, etc.), a permanently designated workspace is not required for a worker. This type of Work Environment is known as a mobile environment. Both of these Work Environments – remote and mobile – have been the trend for many companies (especially technology and financial firms).
Co-working. Beginning a few years ago, another Work Environment emerged: Co-working. One of the early market leaders was WeWork. Co-working is very similar to the mobile environment. It has the added benefit of not requiring any capital cost for the fit-out (tenant improvements). The company or individual rents a desk or space in a co-working environment and just pays the monthly fee. There is no delay to find the space, sign the lease, design, or construct the space, and no capital required for the construction cost. It is a “plug and play” space.
Blended Model. Given the selection, worker typology, and flexibility of space, all these alternatives will be used in some capacity in the Future of Work (FoW). The Work Environment will be a blend of these environments. Some have predicted the death of the office building. Ecosystm research finds that only 16% of organisations are looking to reduce their commercial office space, going into 2021. People are social creatures and need interaction with others, either for effective work collaboration or just to socialise.
The Future of the Work Environment
Figure 1 shows a compilation of the various type of Work Environments which office workers use and how they came about.
Each company, especially post-COVID, will have to look at their business strategy and determine how they will best solution their Work Environment to get the maximum benefits. These are the main questions each company has to ask and answer at a strategic level:
What is the best workspace solution for my company and employees?
Do employees want the corporate leased space? Does it help make them more productive?
How is the marketplace (landlords) responding to this demand if a company is leasing space?
Role-dependent Remote Workers. Returning to the larger topic of the Work Environment, the HBS paper states there are different rates of remoteness across industries. I would assert that in addition there are different rates of remoteness among the types of workers. A salesperson needs to interact differently with fellow company employees compared to an accountant or an administrative person. Workers in the Banking industry interact differently compared to workers in the Technology industry. The article also points out that a better educated and better paid worker – or a knowledge worker – can more easily be a remote worker. For those of us who have been working in the mobile/remote Work Environment for many years, we know and understand this. Knowledge workers are not employed for their physical skills. For example, an assembly line worker in an auto factory cannot be remote.
Determining Work Typology. The paper also states that remote working will be more common in the companies that have not experienced a dramatic decrease in productivity from remote working. This has been asserted and demonstrated by us, the professionals in the corporate Real Estate industry. The industry has been experiencing increased productivity for many years. We have also conducted in-house studies of the various business groups that have experienced remote working. We have even gone so far as to provide work typologies for the various types of workers. Each typology uses the office Work Environment differently and has varying levels of remote abilities.
Need for Change Management. A critical component of remote work effectiveness is the mindset shift by both the employee and the manager. The managers have to modify their style to more of a “management by performance”, versus just walking around and checking whether people are busy. Similarly, employees have to understand they are being trusted to work unsupervised but will have to accomplish the required work and be held responsible. The manager and employee relationship will require new performance measures to hold people accountable and determine whether they are being effective and productive in their remote environment. All of this requires a change management program to educate both without compromising the corporate culture.
When the pendulum finally comes to rest in the near future at what will be the New Normal, the Work Environment will be modified. But, more importantly, the mindset of employees and managers will have to be adjusted. This new mindset will be required so each company can be more agile to meet the new challenges that will be awaiting every company and industry throughout the world. This will enable a company to not only survive but thrive in the next wave of quantum shifts. And yes, there will be another wave of quantum shifts in the future, lest we forget the examples of the past (eg. the 2007 Global Financial Crisis, 2003 SARS, etc.).
This article has focused on the Work Environment. The Work Environment is one of the four components of the 360o Future of Work practice at Ecosystm. The other three components are: People, Technology, and Business. All four are required to be in balance to enable companies to meet future challenges, competitors, and unknown black swans.
Ecosystm Principal Advisors; Tim Sheedy (Technology), Ravi Bhogaraju (People & Organisations), and Mike Zamora (Infrastructure & Offices) provided holistic view of what the Future of Work will look like.
Employee Experience at the Core of Customer Strategies
It has become increasingly clear that customer experience (CX) is not just about good sales skills or customer service. It is about the overall experience of the customer from start to post-purchase. Customers are focused on not just what they are buying but also on how they are treated along their entire journey. Good CX has consistently shown to help increase price premium, impulse buying, and loyalty. Consequently, one bad experience can drive a customer away forever. Customers pay for your products or services, but it is your people who can really deliver the experience.
Audrey says, “As it becomes clear that we are headed for a hybrid/blended model of work, employee experience (EX) has to be a key focus area for organisations. Organisations will have to support remote work and simultaneously evolve their physical workplaces so that employees have the choice to come into work. But business leaders and HR will definitely have to come together to re-evaluate their policies around employees and improving EX – irrespective of where they choose to work from.”
The Role of Productivity in the Digital Workplace
Productivity has been at the core of an organisation’s desire to be a digital workplace. Tim says, “A digital workplace is one that has the capability to support any employee to access the process, information or system they need on their device of choice, in their moment and location of need. In the wake of the pandemic, the digital workplace went from being a ‘good idea’ to an ‘absolute necessity’ – and the seeds were sown to build true digital workplaces, years ahead of plan.”
This is the time to retain that focus on productivity. A lot of energy is being spent in defining and measuring productivity. The focus seems to have shifted to how to get the best out of the remote/hybrid workforce. It is time for business leaders and HR to go back to the drawing board to re-define what productivity means to their organisations.
Tim says, “The focus should be on enabling productivity rather than on monitoring activity. Productivity is an outcome, not a process. So, measure the outcome, improve the process. Productivity will be driven at an organisational level through removing friction from overall operational processes, to make things more streamlined and effective to create more value.”
The True Implication of Flexibility
There has been a rapid shift in practices around working from home and flexibility. But it is time now for organisations to create a framework (policy, performance expectation and management) to manage these practices. Many companies do not really understand the implications of flexible working to their business. In fact, they may be unaware of shifts in work patterns that have taken place in the last few months and the impact these shifts are having on the business.
Framework around flexible working should be backed by data and an understanding of the feasibility of such practices. If your employee has to work on her compulsory day off, then you do not have a truly flexible work practice. This will have a negative impact on employee experience and ultimately on your business.
The Evolution of Employee Engagement
Audrey says, “One of the areas that business leaders and HR will have to bear in mind is that despite flexible working hours, employees might be overworked – it is emerging as a common problem with working from home. It is common that many employees are working longer hours.”
Ecosystm research finds that some organisations have been evolving their HR practices, since the start of this crisis (Figure 1).
But more needs to be done. Organisations have to work really hard to replicate their employee engagement and social hours in the virtual world. It is critical that organisations design mechanisms of keeping employees connected – to each other, as well as to the organisation. “Virtual social groups” not only provide this connection, it can also be a rich source of input for HR and wellness teams to quickly adapt their programs to meet the changing needs of employees.
Shift in Managerial Styles
Performance management has been traditionally done through annual cycles, and by monitoring and tracking. In the Future of Work, organisations will have to increasingly give their employees the choice of working from home. Meetings, check-ins, 1:1 and team huddles for close monitoring will not work in this remote/hybrid model.
It is time to stop close monitoring and really focus on outcome-based management. And this will have to start with re-skilling people managers. Training should be provided on softer skills such as emotional intelligence, being able to sense across boundaries and digital spaces, and being able to be responsive to employees’ needs. The people manager must evolve into being a coach and a mentor – internal coaching and mentoring networks will have to be established. Line managers, business leaders and HR teams will need to collaborate more to ensure that these skills are developed and that the right support system is in place.
For more insights on how organisations should evolve their Future of work Work practices to strengthen their agility and market competitiveness, read the report.
In Australia, Atlassian has made work from home a permanent option for their employees. They will continue to operate their physical offices but have given employees the option to choose where they want to work from.
Some organisations have gone beyond announcing these measures. Slack has talked about how they are evolving their corporate culture. For example, they have evolved their hiring policies and most new roles are open to remote candidates. Going forward, they are evaluating a more asynchronous work environment where employees can work the hours that make sense for them. In their communique, they are open about the fluid nature of the work environment and the challenges that employees and organisations might face as their shift their work models.
Organisations will have to evaluate multiple factors before coming up with the right model that suits their corporate culture and nature of work, but it appears that tech companies are showing the industry how it can be done.
#2 Tech companies evolve their capabilities to enable the Future of Work
Right from the start of the crisis, we have seen organisations make technology-led pivots. Technology providers are responding – and fast – to the changing environment and are evolving their capabilities to help their customers embrace the digital Future of Work.
Many of these responses have included strengthening their ecosystems and collaborating with other technology providers. Wipro and Intel announced a collaboration between Wipro’s LIVE Workspace digital workspace solution and the Intel vPro platform to enable remote IT support and solution. The solution provides enhanced protection and security against firmware-level attacks. Slack and Atlassian strengthened their alliance with app integrations and an account ‘passport’ in a joint go-to-market move, to reduce the time spent logging into separate services and products. This will enable both vendors to focus on their strengths in remote working tools and provide seamless services to their customers.
Tech companies have also announced product enhancements and new capabilities. CBTS has evolved their cloud-based unified communications, collaboration and networking solutions, with an AI-powered Secure Remote Collaboration solution, powered by Cisco Webex. With seamless integration of Cisco Webex software, Cisco Security software, and endpoints that combine high-definition cameras, microphones, and speakers, with automatic noise reduction, the solution now offers features such real-time transcription, closed captioning, and recording for post-meeting transcripts.
Communication and Collaboration tools have been in the limelight since the start of the crisis with providers such as Zoom, Microsoft Teams and Slack introducing new features throughout. In August Microsoft enhanced the capabilities of Teams and introduced a range of new features to the Teams Business Communications System. It now offers the option to host calls of up to 20,000 participants with a limit to 1,000 for interactive meetings, after which the call automatically shifts to a “view only” mode. With the possibility of remote working becoming a reality even after the crisis is over, Microsoft is looking to make Teams relevant for a range of meeting needs – from one-on-one meetings up to large events and conferences. In the near future, the solution will also allow organisations to add corporate branding, starting with branded meeting lobbies, followed by branded meeting experiences.
While many of these solutions are aimed at large enterprises, tech providers are also aware that they are now receiving a lot of business from small and medium enterprises (SMEs), struggling to make changes to their technology environment with limited resources. Juniper has expanded their WiFi 6 access points to include 4 new access points aimed at outdoor environments, SMEs, retail sites, K-12 schools, medical clinics and even the individual remote worker. While WiFi 6 is designed for high-density public or private environments, it is also designed for IoT deployments and in workplaces that use videoconferencing and other applications that require high bandwidth.
#3 The Future of Work is driving up hardware sales
Ecosystm research shows that at the start of the crisis, 76% of organisations increased investments in hardware – including PCs, devices, headsets, and conferencing units – and 67% of organisations expect their hardware spending to go up in 2020-21. Remote working remains a reality across enterprises. Despite the huge increase in demand, it became difficult for hardware providers to fulfil orders initially, with a disrupted supply chain, store closures and a rapid shift to eCommerce channels. This quarter has seen a steady rise in hardware sales, as providers overcome some of their initial challenges.
Apart from enterprise sales, there has been a surge in the consumer demand for PCs and devices. While remote working is a key contributor, online education and entertainment are mostly prompting homebound people to invest more in hardware. Even accessories such as joysticks are in short supply – a trend that seems to have been accelerated by the Microsoft Flight Simulator launch earlier this month.
The demand for prime real estate has been hit by remote working and organisations not renewing leases or downsizing – both because most employees are working remotely and because of operational cost optimisation during the crisis. This is going to have a longer-term impact on the market, as organisations re-evaluate their need for physical office space. Some organisations will reduce office space, and many will re-design their offices to cater to virtual interactions (Figure 1). While now, Ecosystm research shows that only 16% of enterprises are expecting a reduction of commercial space, this might well change over the months to come. Organisations might even feel the need to have multiple offices in suburbs to make it convenient for their hybrid workers to commute to work on the days they have to. Amazon is offering employees additional choices for smaller offices outside the city of Seattle.
But the Future of Work and the rise of a distributed workforce is beginning to show an initial impact on the real estate industry. Last week saw Pinterest cancel a large office lease at a building to be constructed near its headquarters in San Francisco. The company felt that it might not be the right time to go ahead with the deal, as they are re-evaluating where employees would like to work from in the future. Even the termination fees of USD 89.5 million did not discourage them. They will continue to maintain their existing work premises but do not see feel that it is the right time to make additional real estate investments, as they re-evaluate where employees would like to work from in the future.
There is a need for organisations to prepare themselves for the Future of Work – now! Ecosystm has launched a new 360o Future of Work practice, leveraging real-time market data from our platform combined with insights from our industry practitioners and experienced analysts, to guide organisations as they shift and define their new workplace strategies.
Ecosystm Principal Advisors; Tim Sheedy (Technology), Ravi Bhogaraju (People & Organisations), and Mike Zamora (Infrastructure & Offices) provided holistic view of what the Future of Work will look like.
Last week, trading on the New Zealand Exchange (NZX) was disrupted on four consecutive days as a result of a sustained cyber-attack on to push market updates to the public as their website crashed and as a precautionary measure, NZX halted the trading sessions. Ecosystm Principal Advisor, Andrew Milroy says, “The recent NZX attack overwhelmed its public-facing NZX.com website and its Market Announcement Platform (MAP). This meant that investors could not see company announcements in real-time, preventing NZX from complying with regulatory requirements for continuous disclosure.”
The attacks which began on Tuesday came from overseas and made NZX struggle in recovering connectivity, over a five-day period. The cyber-attackers targeted NZX through distributed denial-of-service (DDoS) attacks which is a common way to overwhelm the network with sheer amount of traffic until it disrupts the services.
Milroy says, “It is not clear yet clear who launched the attack, but it is likely to be either an extortion attempt by a large cyber gang or a nation state attack. The attack was a very large, persistent, and sophisticated volumetric DDoS attack. A typical response to such an attack is to increase network bandwidth. However, additional bandwidth is becoming less effective at preventing DDoS attacks. DDoS attacks are getting larger and no amount of bandwidth can address the largest attacks, some of which exceed 1Tbps. DDoS attackers are increasingly focusing on the harder to protect application layer, rather than the network layers.”
The Government Communications Security Bureau (GCSB), network provider Spark, and international bodies provided assistance to NZX to mitigate the attack. Milroy adds, “NZX has also turned to Akamai for additional DDoS protection. Akamai’s Kona Site Defender is understood to be the solution being used. The product is designed to deflect network-layer DDoS traffic and absorb application-layer DDoS traffic at the edge. Mitigation capabilities aim to protect against attacks in the cloud.”
Growing Importance of Government Advisories and Investments
In November 2019, CERT NZ warned financial organisations of several global attacks including ransomware. The attacks were reportedly from Russia-based hacking groups. In an advisory, CERT NZ suggested businesses should implement DDoS protection services, and check network ports connected to avoid vulnerabilities and not pay any ransom to cybercriminals.
Following the CERT NZ warning last year, and considering the recent cyberattacks, GCSB has issued a security advisory to all businesses in New Zealand to be cautious on cyber incidents such as DDoS and ransomware attacks. The advisory comes from the GCSB’s National Cyber Security Centre. This is particularly aimed at small businesses that might have limited cybersecurity resources. The agency has asked them to report such incidents to Cert NZ. Advice includes:
Approaching cybersecurity services providers to immediately implement any responsive actions (warning that organisations might incur additional fees)
Temporarily transferring online services to a cloud-based hosting service
Avoiding the disclosure of the IP address of the origin web server, and using a firewall, if using a content delivery network
Using a DDOS mitigation service for the duration of attacks, in case they face attacks
Disabling functionality or removing content from vulnerable online services
Milroy says, “It will become increasingly important for governments the world over to make a concerted effort to protect their critical infrastructure, data assets and especially empower their SME communities with the right cybersecurity measures and timely guidance.”
Get to know the key cybersecurity challenges that have emerged during the COVID-19 crisis and the best practices for overcoming those challenges. Read Andrew Milroy’s report titled “Cybersecurity in the COVID-19 Era”.
I wanted to unpeel the onion a bit to take a closer look at what is going on and discovered a world of interesting developments around this product.
My first thoughts on hearing the announcement was that Microsoft, who has been steadily losing the battle of consoles to Sony’s PlayStation platform, was reviving this old favourite to resuscitate its drooping share.
Not a bad move. Flight Simulator has a core of die-hard fans – it even boasts of professional pilots who play the game as relaxation. It has a long history and a captive fan community. But it is old. That loyal community is not part of the demographic that a gaming company would normally look at today.
The other interesting aspect to consider is the COVID-19 situation this year. Obviously, Microsoft did not know this at the time they embarked on this project but the pandemic has turned everything on its head – hardware sales are through the roof – including accessories, at a time when people have been homebound and looking for entertainment within the four walls of one’s abode. The Ecosystm Digital Priorities in the New Normal study finds that 76% of organisations increased their hardware investments when the crisis hit – and 67% of organisations expect their hardware spending to go up in 2020-21. And that is only on the enterprise side of things. On the consumer side, at this point joysticks are in short supply – a trend that seems to have been accelerated by the Microsoft launch last week, interestingly – and so are PCs. The PC vendors are all enjoying a bumper year of growth. This is an ideal time to launch a really cool new version of the game.
Microsoft’s Bigger Game
The reality however is that while Flight Simulator will add to the revenue and also give Xbox One a fillip, Microsoft is probably after a much bigger “game” (excuse the pun!). The company has called its ‘Xbox Game Pass’ the Netflix of the gaming market. With multiple cloud-based gaming platforms having been launched – many with subscription services – the battle is on to decide the winners in a relatively new space. To this end, Microsoft has announced an intention to make Game Pass available across different devices – XBox console, PCs, tablets, phones. Having a title like Flight Simulator available through Game Pass, will act as a key hook to get customers to sign up for the subscription.
The new Flight Simulator version has been developed using AI and real-world imagery brought in with data from Bing Maps. With the newly added realistic scenery, it also seems like a great fit for use with the HoloLens Virtual Reality headsets. In one shot Microsoft is showcasing their lead in areas of technology which are likely to prove attractive to developers in a big way. I believe that this is a way for them to entice more developers on to Azure and to Microsoft cloud to develop their games – “AI SDKs anyone? Virtual Reality tools anyone?”
What seems at first glance like the launch of a new “future is here” version of a great game will turn out to be a possible big swing at multiple targets by Microsoft – at leadership in gaming with Game Pass; at reviving Xbox fortunes; at leadership in game development platforms, with Azure packing AI services, Bing Maps, AR/VR tools, among other technologies to move more development on to the Microsoft cloud. In the process Microsoft launched a highly enjoyable game and got closer to their ultimate aim to indeed become the Netflix of gaming.
Great move Microsoft! Tip: This could also give them a foothold in the virtual travel and virtual vacations market! That would be a hot seller in these times.
So, the fact that only 33% prioritise employee experience (EX) (Figure 1) shows a gap in understanding how to achieve excellent CX. In this gap lies the true opportunity of gaining sustainable competitive advantage.
Reset During COVID-19
Due to COVID-19 all of us have had to re look at who we are and how we operate. It has really changed the world of work and business, almost overnight. Companies have invested a significant amount of time on just enabling their employees to stay safe and work from home. Overnight, access to physical offices was gone and everyone was transitioned to digital workspaces.
The Ecosystm Digital Priorities in the New Normal study, that was initiated to gauge the immediate and longer term impact of the pandemic finds that during the crisis, the focus on employees increased drastically, with 75% of organisations introducing measures to manage their employees, while 30% focused more on their customers.
This is a complete reversal in the focus of the organisations. Employees have come into sharper focus. This should be good news. Yes, it is – but partly so.
Initial focus has been rightly on safety and on employees being able to work from home. This was an “adapt” mode, focussed on services like payroll, handling employee queries and onboarding without disruption. After the initial crisis-handling, organisations have been able to focus on digital learning and skills enhancement, while others have been trying to increase productivity (predominantly through giving access to collaboration tools).
The Journey Ahead
As we continue to work in the new normal, one thing comes out even stronger: the new experience needs to be seamlessly connected between all channels – and be agile and more human. It is now even more evident that organisations and people – that are its lifeblood – need to constantly adapt and pivot to meet these changing landscapes.
Customer expectations have evolved in the last few months from a cost and product view, to being loyal to companies that show more empathy and are able to solve their problems. Employee expectations have also evolved, simultaneously – and it now goes beyond a good pantry and an engaging, fun-loving environment. Employees today value connectedness, and expect the organisation to show more care (so they can do their work effectively), and create opportunities for them to grow (job security) as they continue to grapple with the situation.
Thus, the more relevant the EX product and the faster it can adapt to the evolving situation, the better it translates into better engagement and loyalty. But what will definitely be required of organisations, is a continued focus on their employees. If we compare the business priorities before and after COVID-19, we get an indication that EX might once again be left behind in organisations’ obsession about their customers (Figure 2).
The gap is not as wide as before COVID-19 hit us – but there appears to be a shift towards a customer focus. This is evolving differently from our expectations and can potentially cause a misalignment.
Opportunity to Reshape
The reset has pushed EX and CX expectations closer to each other when it comes to designing experience with the company. The opportunity lies in taking a more holistic view of the company business – bringing HR, IT, Customer Success and Marketing teams together into agile tribes and guilds – to design a consistent CX by improving EX.
This would help to increase the speed of prototyping new experiences, and consequently drive greater visibility of what is needed – from skills to IT systems. Overall, it will drive a greater degree of connectedness between the employee and customer worlds; resulting in better engagement and loyalty.
More insights on the impact of the COVID-19 pandemic and technology areas that will see transformation as organisations get into the recovery phase can be found in the Digital Priorities in the New Normal Study