Customer-experience management relies upon service, being delivered by employees.
A number of vendors are working on applications designed to help employers “listen” to what employees are saying about the company, similar to tools that are already in use on the CRM side to determine customer perceptions of the company. These tools may eventually prove more valuable than employee-engagement surveys.
Engagement surveys are limited because they’re conducted at one point in time and employees are generally very careful about what they say — they don’t feel the surveys are completely anonymous.
“Every other department in the company is going to be interested in having predictable, reliable data from HR about the employee base. HR’s primary role will evolve from a provider of transactional services to a publisher of reliable employee data that lets other departments arrive at the answers to problems… to help employees master new technologies, ideas and processes faster.
Rather than just sitting there watching a video, they’re engaged in competing for prizes while doing some hands-on learning at the same time.
Tools to help managers provide regular feedback to employees and ensure they’re on task and engaged will augment, rather than replace, the traditional once-a-year performance appraisal.
There’s a whole new generation of activity-and task-management tools from Kronos and Work.com that have the potential to help HR to gain more productivity and value from their employees.
New trend is the shift away from HR transactional systems toward “systems of engagement.“
It’s important to understand the experiences of your company’s employees and customers, and to get to that, you have to focus on understanding the individual, and the only way you can do that is knowing as much as you can about those people.
The ubiquity of non-customizable cloud-based software will lead more HR departments to “design their own apps. “There’s been a tremendous renaissance in ‘do-it-yourself’ tools such as Heroku and Force.com that let companies design ‘add-ons’ to standard software when they can’t find something on the market that accommodates a unique process that actually gives them a competitive advantage.
These days, user experience is key when it comes to employee-facing software
Security concerns and the lack of customization will lead many organizations to rethink putting everything on the cloud.
The difference between cloud-based solutions and traditional on-premise software is the difference “between an off-the-rack suit and a custom-tailored suit, or buying a custom-built house and renting an apartment. SaaS software is, in fact, rental software and the changes you’ll get aren’t necessarily the changes you want.