Digitally Transform HR. Customer Experience. for Unparalleled. The HR Innovation & Digitalization Program

Transcription

1 Digitally Transform HR for Unparalleled Customer Experience The HR Innovation & Digitalization Program

2 Hypothesis*: *: Involved in research process to test the hypothesis were 57 companies, thereof 26 from Europe and 31 from the U.S. Customer experience is the no. 1 enabler of digital HR transformation. 2

3 Digital HR Transformation requires a unifying model and theme. Shift swapping, team performance, video interviewing, gamified recruiting Mobile, collaborative, gamified, nano degrees Real-time feedback from digital trails of employees, wants, needs, and capabilities Consumerization of HR Applification Digital learning Digital listening More Effective HR Function Qualitative planning, strategic workforce planning, future skills demand Workforce Analytics + + Descriptive analytics Workforce planning Predictive analytics Better People Decisions Cause-and-effect analysis, propensity modeling, prescriptive insights New Organization of Work Networks and collaboration Skill management Network leadership More Agile Organization Reporting, benchmarking, dashboards From job- to skill-centric organization, skill pooling, blended total workforce, collaboration platforms Real-time skill detection, skill cost optimization, realignment of work and worker Build, enable and effectively use the network, foster team performance 3

4 The next HR Transformation will be digital and driven by customer experience & analytics. Previous HR Transformations Next Digital HR Transformations Strategy Economies of Scale Process Automation Strategy Customer Experience of HR (CxHR) Workforce Analytics Strategy HR Generalist HR Business Partner Business People Decision Challenger HR IT Operations Outsourcing Operations Automation E2E / M2E Apps Operations Ops. Robotized Services Traditional HR function Focus: Service Business Partner Focus: Partnering Business Decision Support Focus: Better People Decisions 4

5 CxHR is a paradigm shift and a key success factor for large companies HR strategy. Between 80% and 90% of senior HR executives believe that the next level of HR transformation will be driven by Customer Experience of HR (CxHR). This new approach is a paradigm shift towards employee-centric HR. And it is important to fulfill the HR strategy of progressive companies. CxHR is a paradigm shift from processstreamlined to employee-centric HR services 88% CxHR is important to fulfill our HR strategy 85% Source: TI People Research Agree Agree 5

6 Few G2K companies have adopted CxHR. Only roughly 45% of progressive companies apply the key components of a Customer Experience focused design of HR services. We apply CxHR principles to design and improve HR Services CxHR Design CxHR Management And only approx. 30% of companies manage customer experience of HR on a continuous basis. 45% 42% 47% 47% 30% 34% 24% 26% 36% Personas Journeys Touchpoints Capture experience Capture expectations Gap-analysis Service optimization Agree Source: TI People Research 6

7 To go digital, HR executives have to take on new jobs and need the right tools. 5 New Jobs For HR Leadership Teams 5 Supporting Features of the HR I&D Program 1 Align strategic HR agenda to I&D 1 Research & Best Practices 2 Create business buy-in for HR I&D 2 Peer Meetings 3 Build I&D knowledge within HR 3 Tools 4 Coordinate implementation of I&D 4 Advisory Support 5 Build customer-centric HR services 5 Learning Content & Events 7

8 Jobs Who? How? What? Tool CxHR is a tool co-created by members of the HR I&D Program. HR Digital Maturity Diagnostic HR Digital Roadmap Builder HR Digital Training CxHR Tool Detailed analysis of maturity in major areas of digital HR Alignment of HR leadership team on digital HR priorities Digital HR roadmap on a timeline Major activities, milestones and responsibilities Upskilling HR professionals on digital HR concepts Changing world of work, CxHR analytics, network leadership, Digitally transform HR for customer experience Design thinking, journey mapping, CxHR management 45-minutes online survey Individual report and virtual result presentation How-to-guide Project setup, stakeholder interviews & surveys 2 x 0.5 days classroom training (videos, quizzes, interaction) Cloud-based e-learning system Online tool: Design thinking, journey mapping, CxHR mgt. How-to-guide: Templates and handbook for project teams HR leadership teams Digital HR project managers HR business partners Digital HR project teams Optional: Business, IT Digital HR project teams HR professionals HRIS project teams Align strategic HR agenda Coordinate implementation Create business buy-in Build knowledge within HR Create business buy-in Build customer-centric services 8

9 The CxHR tool helps to run HR services and the HR function outside-in (1/2). 6 jobs of CxHR-driven digital HR transformation and how the CxHR tool supports them Select the most impactful HR service for CxHR optimization Define HR customer segments and journeys for chosen service Specify personas and their goals with the journey Describe touchpoints of the journeys from the personas perspectives Capture personas experience and expectations at each touchpoint of the journey Derive improvement potential from gap analysis of experience vs. expectation Cloud-system for design thinking, journey mapping, and experience management + Additional how-to-guide support Members of the co-creation group to build the CxHR Tool: 9

10 The CxHR tool helps to run HR services and the HR function outside-in (2/2). 10

11 Thank You. Volker Jacobs, CEO and Founder Dirk Petersen, MD USA TI People Neuer Wall Hamburg Germany TI People USA 55 New Montgomery St San Francisco CA USA Guest Resident Company Innovation Lab Darden School of Business University of Virginia