Human-centric Future of Work

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The Future of Work is here, now. Organisations faced unprecedented challenges of coping with the work-from-home model, when COVID-19 hit earlier this year. Many organisations managed the pivot successfully – but all organisations were impacted in some way.

The COVID-19 crisis has required major resets in how organisations function – across industries and economies. In this environment of intense changes, businesses that have been agile in their operations and their mindsets and were better digitally enabled have thrived, while others have struggled.

Our 360o Future of Work practice focuses on Business, People, Technology and Work Environment. All four are required to work together to enable companies to meet future challenges. The Future of Work enables companies to Pivot, Adapt and Thrive.

Ecosystm Future of Work Framework

The People practice within the Future of Work helps organisations adapt their People strategies in conjunction with the other areas to drive a holistic approach in the Future of Work strategies. 

The Need for Human-centricity

Talent has always been a key company asset that brings product and service offerings to life. HR teams have retained a constant focus on attracting and retaining talent. HR teams have come into sharp focus as the pandemic rages across the world. With the closure of offices and borders, and distancing measures, companies have had to focus their energy on their people and the work infrastructure – almost overnight.

With every passing week, the situation keeps evolving – and so do the ways of managing and engaging with employees and customers. As countries and businesses slowly reopen and modify their distancing protocols the People strategies will have to evolve rapidly.

Every organisation is now grappling with the decision of whether to “reopen” and go back to how things were; or think of alternatives and opportunities that they can capitalise on to strengthen their businesses.

The 4Es of People: Experience Journeys

The cornerstone of the People practice within the Future of Work is to align the Customer Experience and the Employee Journey.

It is not just about finetuning the employee process or employee life cycle in isolation. That is a consequence of the tweaks to the overall journey.

Depending on the phase of the company that you are in (Pivot, Adapt and Thrive) the changes to the employee experience would vary. The 4Es of People is designed to help you make that happen.

Experiment.  HR leaders are increasingly being asked to “orchestrate” companywide experiments to help figure out the way forward. An Experimentation Mindset is crucial to finding the right solutions fast. This needs to be done in a small and holistic way – some examples include thinking of different workforce models, working contracts and benefits, working archetypes, technology and data enablers and workplace models.  

Enable. Two main areas of enablement that need to be looked at are:  the human elements of talent, capability, leadership and culture to align to the business strategy pivots; and  the associated elements of technology, workspace and analytics.

Energize. Key HR competencies of empathy and collaboration are increasingly becoming crucial to ensure that the organisation is staying well, motivated and focused through these demanding times.

Embed. The ability to learn from the experiments, finetune the overall system within and outside the company, and support the changes over the longer term are crucial to help companies scale the models and gain sustained competitive advantage over the mid-term.

The 4Es of People can be effective in adding the right elements and outcomes to support the changes. These are intended to enable HR to help organisation establish their Future of Work strategies and implement them effectively. This will help them to be prepared for whatever model of work becomes prevalent in the future.

Schedule a time to speak with us on Future of Work

Ecosystm Principal Advisors; Tim Sheedy (Technology), Ravi Bhogaraju (People & Organisations), and Mike Zamora (Work Environment) provide a holistic view of what the Future of Work will look like.

We enable businesses to adapt, pivot and thrive in their ecosystem; provide holistic access to data and insight across People, Technology and Work Environment; help businesses transform and be better prepared for future disruption, and the ever-changing competitive environment and customer, employee or partner demands.

Contact us through the platform, or over email at info@ecosystm360.com


Ecosystm 360⁰ Future of Work

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The Future of Work – Implications for Business Leaders & HR

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The COVID-19 crisis has required major resets in how organisations function – across industries and economies. In this environment of intense changes, businesses that have been agile in their operations and were better digitally enabled have thrived, while others have struggled. Irrespective of whether an organisation has been able to pivot fast to thrive or struggled to cope, it is very clear that the Future of Work is here now. Every organisation has had to make some changes to their People and work practices. It is time to (re) focus on employee experience holistically so that organisations can be ready for whatever model of work becomes prevalent in the future. I have recently published a report offering guidance to business leaders and HR Teams on how to make holistic workplace shifts, with inputs from Ecosystm Principal Advisors, Tim Sheedy and Audrey William.

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).

Key HR Measures to Empower a Future of Work, Remote Set-up

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.
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THE FUTURE OF WORK – The New Natural State of Equilibrium

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As the saying goes, the “Future Ain’t What it Used to Be”. This has certainly been true of 2020. There have been many aspects of business that have rocked the foundation of what “used to be”, i.e. technology, changing business models, and digital transformation – all amid the onslaught of the coronavirus. All of these have affected every industry and every business, quite literally around the world. 

Some businesses and individuals are beginning to effectively address and deal with this continuously evolving landscape. Others are unsure how to proceed. And still others are freezing like a deer in the headlights of an oncoming vehicle. While no one can predict the future with certainty, it is still possible to assess their rapidly changing environment and develop business scenarios to consider the various potential outcomes.  

COVID-19 has impacted all businesses, industries, and individuals. It has impacted how both business and work is conducted. Even after the crisis has passed, new ways of doing both will be required. The businesses which are thriving right now understand these changing requirements and how they might impact their Future of Work. They have learned what is required for them to compete through a New Holistic approach in order to be agile and adapt to sudden changes and a very competitive global marketplace.

At Ecosystm, we have developed a new 360o Future of Work practice, based on the changing business environment and what companies need to adapt, pivot and thrive. The 360o Future of Work practice is comprised of four components:

  • The Business (organisation)
  • The People (employees)
  • The Technology (tools)
  • The Work Environment (where work is done) 

The Business component is of course the driver. The People component is key – they are one of the most important assets to make the Business successful. They are the Talent. The Work Environment and Technology are critical enablers. As enablers they allow the People to be more collaborative, innovative, creative, and effective, to contribute to the Business’s success. 

When all four components work in unison, the outcome is an effective Business designed to meet future challenges, competitors, and the unknown black swans – we call this organisation the “Empowered Business” (Figure 1). It is essential that each of these four components be understood and discussed and organisations seek advice in detail with respect to the specific business strategy in order for the Company to not only succeed, but thrive in the New Natural State of Equilibrium.

Ecosystm Future of Work Framework

What to Expect

In subsequent articles, the 360o Future of Work practice leaders (Ravi Bhogaraju – People & Organisation; Tim Sheedy – Technology; and I – Work Environment) will discuss each of these components in detail and provide some insight as to how best to prepare for the new Natural State of Equilibrium, a post COVID-19 world.

For more information about the 360o Future of Work practice Or to speak to one of our experts, contact us on info@ecosystm360.com

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DBS and AWS Collaborate to Upskill Employees

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Organisations are on a fast track to digitalisation. The Ecosystm Digital Priorities in the New Normal study finds that 60% of organisations anticipate increased use of digital technologies for process automation, even after the COVID-19 restrictions are lifted. One of the key challenges that these organisations will face is the lack of internal digital skills – especially in emerging technologies. One of the success metrics of any technology adoption is employee uptake. Without the necessary skills or understanding of the benefits of emerging technology, employees will largely shy away from digital offerings, even the ones that will make their work more efficient and their lives easier.

Organisations are realising the value of making their workforce future ready.

DBS Instilling Company-Wide Digital Culture

Far-sighted companies are collaborating with technology vendors and professional training providers to promote tech awareness and education to futureproof their workforce. DBS Bank in Singapore has collaborated with AWS to train and upskill 3,000 employees – including the leadership team – with AI and machine learning skills through gamification in a DBS x AWS DeepRacer League.

The AWS DeepRacer Leagues have been previously organised in several parts of the world, but the DBS x AWS DeepRacer will be the first to be organised at this scale. The league will enable DBS employees to get their hands-on AI and machine learning tutorials online. They will then have the opportunity to test out their new skills in programming a 3D racing simulator and iteratively fine-tune their models and compete with each other. The learning program is entirely cloud-based and aims to ingrain digital skills in the workforce.

DBS has won several accolades for their digital transformation and innovation initiatives, and they continue to experiment with emerging technologies. In 2019, DBS digitalised and simplified end-to-end credit processing, setting the foundation for advanced credit risk management using data analytics and machine learning. They have also deployed an AI-powered engine for self-service digital options to its retail banking customers. Taking their employees along with them on this journey is a wise move.

Ecosystm Principal Advisor, Ravi Bhogaraju says, “With the increasing use of automation, AI and machine learning, the nature of work and businesses is transforming rapidly. This is creating opportunities for processes to be automated and increasing the use of AI and Deep Learning into the business processes of the organisation. Industry value chains are transforming – AI and machine learning is adding automation, analytics and predictive intelligence to the portfolio. The recent news of DBS and AWS partnering to upskill the bank’s workforce underscores the value of creating a future ready workforce.”  

“Such upskilling efforts add industry-specific context to make them more effective. BCG refers to this as ‘Human + AI’. A recent study from BCG and MIT shows that 18% of companies in the world that are pioneering AI are making money with it. Those companies focus 80% of their AI initiatives on effectiveness and growth, taking better decisions – not replacing humans with AI to save costs.” 

Government Focus on Digital Skills Upgrade

This week, Singapore also saw another initiative to bridge digital skills gaps – this time from the public sector. In 2018, the Government launched its Smart Nation Scholarship program to attract and nurture talent, and later involve them in various departments to drive Singapore’s Smart Nation initiatives. The most recent Smart Nation Scholarship program 2020 attracted 723 applicants (17% more than the previous year). This is a slightly different approach, aimed at attracting digital native employees and mentoring them for digital leadership. After completing their studies, the 15 scholarship recipients are set to join public sector agencies such as Cyber Security Agency of Singapore (CSA), Government Technology Agency (GovTech), and Infocomm Media Development Authority (IMDA), to give the younger generation an opportunity to co-create the country’s Smart Nation vision.   

Bhagaraju says, “Both private and government institutions are working to enhance workforce skills, improve marketability and making the workforce future ready. Industry 4.0 and the digital revolution have created the need to address the skill gaps that have arisen. Government programs such as the Skills Future program in Singapore, Malaysia’s HRD upskilling program, and the EU-28 European Digital initiative are all making a sustained effort to promote lifelong learning and acquisition/upgrading of skills for their respective citizens with quite successful results, that will have long-term impacts.”


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
Ecosystm COVID-19 Research Data

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Tech Spotlight for June – Cloud

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5/5 (1) As organisations stride towards digitalisation, re-evaluate their business continuity plans and define what the Future of Work will look for them, Cloud adoption is expected to surge. In June, there were several announcements that indicate the market is responding to this increased interest.

Cloud Providers Gearing up to Enable Economic Recovery

Global economies are slowly gearing up for a technology-led recovery phase and several organisations are taking advantage of the disruption to start or accelerate their digital transformation plans. Many are looking at this as a good opportunity to replace their legacy systems. Cloud providers are expected to lead from the front when it comes to helping the economy recover.

Government agencies have been immensely impacted by the COVID-19 crisis and will need to shift fast into the recovery mode. Salesforce launched a multi-tenant dedicated Cloud infrastructure for their US Federal, state and local government customers, government contractors, and federally funded research and development centres. Hosted on AWS GovCloud and FedRAMP compliant, it provides customers with a compliant and secure environment to deploy Salesforce’s CRM platform and industry solutions. The launch is expected to empower government agencies with the ability to deliver better services, scale to unprecedented demands and connect to citizens on their channel of choice.

Initiatives such as the UK Crown Commercial Service (CCS) and Google Cloud agreement will also help in the recovery phase. This allows qualified public sector agencies to avail of a discounted price for their Google Cloud deployments. Earlier in the year CCS entered into a price arrangement with Microsoft as well. If Cloud has to be the vehicle for economic recovery, such arrangements will benefit cash-strapped public sector organisations.

The recovery will also require the entire technology ecosystem to engage not only with large enterprises but also small and medium enterprises (SMEs). Alibaba Cloud announced an investment of US$ 283 million to revamp its global partner program. They plan to introduce new partner-customer communication processes to enhance response time and bring more opportunities to independent software vendors (ISVs) managed service providers (MSPs) and system integrators (SIs) as partners.

Europe Emerging as a Cloud Hub

As a fallout of the current political scenario, Europe is pushing for more cloud independence and to become an innovation hub as a vendor-neutral network for cloud computing providers and their customers.

GAIA-X Foundation is a federated data infrastructure project initiated to build a unified system of cloud and data services to be protected by EU Laws – including GDPR, the free flow of  non-personal data regulation and the Cybersecurity Act. France and Germany kicked off the GAIA-X cloud project last year and the system is open for participation to national and European initiatives for exchange of data across industries and services such as AI, IoT and data analytics. GAIA-X took another step towards becoming a real option for European organisations with the establishment as a legal entity in June. Various organisations – including Dassault, Orange, Siemens, SAP, Atos, Scaleway and Deutsche Telekom are a part of this non-profit platform, working together on Cloud applications, high-performance computing as well as edge systems. The project is expecting to release a working model by early 2021 and will be further enhanced in phases.

Global Cloud leaders are also focusing on expanding their presence in Europe. In February, Microsoft announced a new data centre in Spain leveraging Telefónica infrastructure. In a similar move, Google Cloud announced its plans to expand in the region in partnership with Telefónica. Telefonica and Google are expected to jointly work on Spain’s digitalisation through edge infrastructure and 5G for consumers and telecom infrastructure.

Cloud Providers Bolstering their Cybersecurity Capabilities

2020 has witnessed a host of cybersecurity threats and data breaches. While Cloud providers have always evolved their cybersecurity capabilities, it has become important for them to become vocal about these measures to build trust in the industry.

To complement the Microsoft Azure IoT security, Microsoft acquired IoT security specialist CyberX, last month. The acquisition will enable greater security for the IoT devices connected to the Microsoft network and will help their customers to gain visibility through a map of devices thus allowing them to gather information on security risks associated with thousands of sensors and connected devices. This will enhance smart grid, smart manufacturing and digital assets and profiles and reduce vulnerabilities across production and supply chain.

In another move which will benefit the ISV and SI ecosystem, NetFoundry’s zero trust networking API is now available on RapidAPI. RapidAPI’s marketplace enables developers to easily find, connect to, and manage the APIs they need to build a range of applications. Now the ISV and developer community can access NetFoundry’s software-only, zero trust models on RapidAPI.

More Partnerships between Software/Industry Solutions Providers and Cloud Providers

The COVID-19 crisis has had a far-reaching impact on several industries. The technologies that are expected to see the most uptake are IoT and Future of Work technologies.

Ecosystm Principal Advisor, Kaushik Ghatak says, “COVID-19 has brought to the fore the need for managing risks better. And the key to managing risks is to have better visibility and drive data-driven decisions; the sweet spot for IoT technologies.”

Last week, Microsoft and Hitachi announced a strategic alliance to accelerate the digital transformation of the Manufacturing and Logistics industries across Southeast Asia, Japan and North America. The first solutions are expected to be made available in Thailand as early as this month. Hitachi brings to the table their industry solutions, such as Lumada, and their IoT-ready industrial controllers HX Series. These solutions will be fully integrated with the Microsoft cloud platform, leveraging Azure, Dynamics 365 and Microsoft 365.

Another sector that has seen significant disruption is Real Estate. Ecosystm Principal Advisor, Andrew Milroy in his blog Proptech: Driving Digital Transformation in the Wake of COVID-19 sees a real opportunity for the sector to transform. “Many activities within the property ecosystem have remained unchanged for decades. There are several opportunities for digital engagement and automation in this sector, ranging from the use of robots in construction to the ‘uberisation’ of the residential property customer journey.”

June saw Honeywell and SAP partner to create a joint cloud-based solution based on Honeywell Forge and SAP cloud. The cloud solution is aimed at real estate operators and customers providing aggregated financial and operational insights in real-time. The solution leverages the Honeywell Forge autonomous buildings solution and the SAP Cloud for Real Estate solution, enabling facility managers and building owners to reposition their real estate portfolios through parameters such as cost savings and energy efficiency and help improve the tenant experience.

As organisations struggle to maintain operations during the ongoing crisis, there has been an exponential increase in employees working from home and relying on the Future of Work technologies. Ecosystm principal Advisor, Audrey William says, “During the COVID-19 pandemic, people have become reliant on voice, video and collaboration tools and even when things go back to normal in the coming months, the blended way of work will be the norm. There has been a surge of video and collaboration technologies. The need to have good communication and collaboration tools whether at home or in the office has become a basic expectation especially when working from home. It has become non-negotiable.”

AWS and Slack announced a multi-year partnership to collaborate on solutions to enable the Workplace of the Future. This will give Slack users the ability to manage their AWS resources within Slack, as well as replace Slack’s voice and video call features with AWS’s Amazon Chime. And AWS will be using Slack for their internal communication and collaboration.

Delivering excellent customer experience in the midst of the crisis has proved to be difficult for organisations. Customer care centres have been especially impacted by high volumes of customer interactions – through voice and non-voice channels. This will see a major rise in adoption of cloud contact centre solutions. Contact centre providers are ramping up their capabilities in anticipation. Genesys selected AWS as their preferred cloud partner to deliver new features to customers and build a global and secure infrastructure.

 

The industry can expect more news from Cloud providers in the next few months as they ramp up their capabilities and channel their go-to-market messaging.

 


Gain access to more insights from the Ecosystm Cloud Study

Ecosystm Cloud Insights


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Telstra using AI for Recruitment

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5/5 (1) In 2018, DBS Bank came together with AI start-up impress.ai to implement Jim – Job Intelligence Maestro –  a chatbot that helps the bank shortlist candidates for positions in their wealth planning team. This is primarily for screening for entry-level positions. Apart from process efficiency, the introduction of AI in the recruitment process is also aimed at eliminating bias and objectively finding the right candidate for the right job. The DBS chatbot uses cognitive and personality tests to assess candidates, as well as providing them with answers to the candidates’ frequently asked questions. The scores are then passed on to actual recruiters who continue with the rest of the recruitment process. DBS claims that they have curtailed the initial assessment time of each applicant by an average of 22 minutes.

While some organisations have started evaluating the use of AI in their HR function, it has not reached a mass-market yet. In the global Ecosystm AI study, we find that nearly 88% of global organisations do not involve HR in their AI projects. However, the use cases of AI in HR are many and the function should be an active stakeholder in AI investments in customer-focused industries.

Telstra employs AI to vet Applicants

Last month, Australia’s biggest telecommunications provider Telstra announced its plans to hire 1,000 temporary contact centre staff in Australia to meet the surge in demand amidst the global pandemic. In response to the openings, Telstra received overwhelming 19,000 applications to go through and filter, with limited workforce. To make the recruitment process more efficient, the company has been using AI to filter the applications – and has been able to make initial offers two weeks from the screening. The AI software takes the candidates’ inputs and processes them to find the right match for the required skills. The candidates are also presented with cognitive games to measure their assessment scores.

Ecosystm Principal Advisor, Audrey William speaks about the pressure on companies such as Telstra to hire faster for their contact centres. “Several organisations are needing to replace agents in their offshore locations and hire agents onshore. Since this is crucial to the customer experience they deliver, speed is of essence.” However, William warns that the job does not stop with recruiting the right number of agents. “HR teams will need to follow through with a number of processes including setting up home-based employees, training them adequately for the high volume of voice and non-voice interactions and compliance and so on.”

The Future of AI in HR

William sees more companies adopting AI in their HR practices in the Workplace of the Future – and the role of AI will not be restricted to recruitment alone. “A satisfied employee will go the extra mile to deliver better customer experience and it is important to keep evaluating how satisfied your employees are. AI-driven sentiment analysis will replace employee surveys which can be subjective in nature. This will include assessing the spoken words and the emotions of an individual which cannot be captured in a survey.”

In the future, William sees an intelligent conversational AI platform as an HR feedback and engagement platform for staff to engage on what they would like to see, what they are unhappy about, their workplace issues, what they consider their successes and so on. This will be actionable intelligence for HR teams. “But for a conversational AI platform to work well and to encourage users within the organisation to use it, it must be designed well. While it has to be engaging to ensure employee uptake, the design does not stop at user experience. It must include a careful evaluation of the various data sets that should be assessed and how the AI can get easy access to that data.”

AI and Ethics

With the increased use of AI, the elephant in the room is always ethical considerations. While the future may see HR practices using conversational AI platforms, how ethical is it to evaluate your employees constantly and what will be the impact on them? How will the organisation use that data? Will it end up giving employers the right reasons to reduce manpower at will? These and allied issues are areas where stricter government mandates are required.

Going back to AI-assisted recruitment, William warns, “Bias must be assessed from all angles – race, education, gender, voice, accents. Whilst many platforms claim that their solution removes bias, the most important part of getting this right is to make sure that the input data is right from the start. The outcomes desired from the process must be tested – and tested in many different ways – before the organisation can start using AI to eliminate bias. There is also the added angle of the ethical use of the data.”

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The Top 5 Workplace Of The Future Trends For 2020

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5/5 (2) As the ‘Experience Economy’ becomes a reality, organisations will look beyond improving customer experience (CX) to enhancing employee experience (EX). It is estimated that people spend a third of their life at their workplaces. This realisation will drive organisations to focus on EX over priorities such as growing revenue or reducing costs. Retaining employees is important in today’s war for talent – and organisations have started appointing Chief Experience Officers. Ultimately, workplace technology should drive employee productivity – and there is a proven link between happy and productive employees.

The Top 5 Workplace Of The Future Trends For 2020

The Top 5 Workplace of the Future trends are drawn from the findings of the global Ecosystm CX Study and are also based on qualitative research by Ecosystm Principal Advisors,  Tim Sheedy and Audrey William.

  1. Employee Experience as a Business Focus Will Drive Faster Adoption of Consumer Collaboration Tools

Organisations in mature economies already have employee experience (EX) and CX as their top business priorities. This comes with an understanding that offering a great customer and employee experience will lead to revenue growth, profit growth and lower costs.

For communication and collaboration solutions, if the experience is not right, employees will move on to the next best app for the right experience. The competition between the vendors across voice, video and collaboration is heightening. It may sound simple but that is where the innovation needs to happen in the industry. If employees do not like what IT has provided for them, they will download the application of their choice for work. This will be a huge challenge especially in industries that are heavily regulated such as Financial Services and Healthcare.

  1. HR KPIs Will Drive IT Teams to Invest in Workplace Analytics

HR teams are ultimately responsible for driving improved EX. And a happy employee is a productive employee – so an employee’s environment (managed by the Operations or Facilities team) and their technology (managed by the IT team) will have the biggest impact on driving employee satisfaction. To drive these outcomes, we will see these three teams work closer than they ever have – and not just on a project basis, but as a permanent arrangement.

Investments in Workplace Analytics will increase, and there will be more collaboration between IT, HR and Facilities Management to drive best practices for employees. Right now, there is very little collaboration between the three departments in driving better workplace practices. Workplace Analytics will help solve problems related to poor office practices around email overload, long work hours, absenteeism, usage of rooms and other facilities, employee discontent, as well as understand the overall trends on communications and collaboration solutions usage.

  1. 5G Services will Push Organisations to Rethink their Network

Today 5G is not available in many countries – and where it is available coverage is generally spotty. But this will change in 2020 as more operators launch or expand their 5G coverage. The unique capabilities of 5G to offer software-defined networks (SDNs) – designed specifically for organisations’ needs – will help businesses rethink the way they operate. They can stop thinking of their network as a physical place and start thinking of it as a set of capabilities and this takes work beyond designated physical addresses. Retailers will be able to offer complete retail environments from wherever they choose. Banks will be able to offer complete in-branch services from anywhere. Employees will be able to get access to all sorts of data and systems regardless of location. 5G is about much more than a faster network – the potential to transform enterprise networks will see a huge rethink of the network and the way IT teams provide technology services to their employees.

  1. Organisations Will Wake Up to the Need for the Right Knowledge Management Solution

IT has been guilty of dictating the knowledge management (KM) requirements and platforms to the business. Many customer teams are using tools that are inherently wrong for the job. Management is using tools that do not support their needs, and information workers are given generic platforms when they have specific needs. 2020 will see a fragmentation of the KM market as businesses start to buy based on customer and employee needs – not based on what the IT team dictates.

  1. 2020 Will See a Rise in CPaaS Adoption

Cloud-based platforms that enable developers to add real-time communications features within the workflow of their own business applications will be the next big area of innovation in the unified communications space. Through the use of APIs, developers can embed communication capabilities into their existing business applications, without extra hardware or software costs. Developers can embed it directly into the cloud platform so the time to market is fast. Communications Platform as a Service (CPaaS) will see greater adoption as more organisations look to build code and apply agile and DevOps methodologies.

 


Download Report: The top 5 Workplace of the future trends for 2020

The full findings and implications of the report ‘Ecosystm Predicts: The Top 5 Workplace of the future Trends for 2020’ are available for download from the Ecosystm platform. Signup for Free to download the report and gain insight into ‘the top 5 Workplace of the future trends for 2020’, implications for tech buyers, implications for tech vendors, insights, and more resources. Download Link Below ?


Top 5 workplace of the future trends for 2020


 

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