Frictionless Workforce Experience - First Global Survey EVER!

We live in an environment today that is oftentimes referred to as the “experience economy”. Simply put, our expectations are based on holistic end-to-end experiences; no longer just a product, a service or a feature. Because we are surrounded by experiences each day combined with the fact that our audience for HR and workforce technology has been flipped 180 degrees on its head over the last 10 years, our role has changed and is changing faster than ever.

Our goal now is to provide a Frictionless Workforce Experience that not only gives the workforce direct access to the tools, service and intelligence they need to excel at their jobs, but doing so in a way that drives engagement or as I like to say, “the shift from adoption to addiction.”'

So, what are the key components of a Frictionless Workforce Experience (FWE)?

The Right Product to The Right People at The Right Moment through The Right Channel

Below I’ve included a high-level review of each component – that intends for you to think differently about HR technology. Our new mission should not simply be to bring in a technology product but determine what our new role is in HR/Workforce technology as we implement and deploy a platform to achieve the mission above.  

Here is a summary of the key components of FWE:

The Right Product – Delivering information through knowledge documents, videos, chat, transactions, process flows, learning content, etc. in a personalized manner that is bitesize, easy to understand and process bites framed not for the HR function, but for an everyday employee or manager.

The Right People – Personalizing the product and insuring that the delivery is relevant to the person receiving it and they a) know what to do with it and b) understand the WIIFM (what’s in it for me) of the content.

The Right Moment – We capture better intelligence by mapping the journey and personas of the workforce to know when they need a product, how that product/service makes them feel and how they consume it. Making sure products/services are available to the workforce when they need it; not before or after; has a huge impact on engagement.

The Right Channel – We must go to them, not expect them to come to us. This means whether it be a mobile device, a smart watch, a paper form, a chatbot or a real human; the channel is key to determining the success of the experience in the eyes of the workforce.

Where are we today?

?We have lived in a world for the last 20 years that has been mainly transactional. We have transactions and data everywhere, often in silos that HR understands but very rarely organized and delivered in a manner that creates a ‘FWE.’  This is not anyone’s fault and we have done nothing wrong, but times are a changing where our focus must shift from the transaction to the interaction and reimaging our future together creates an accretive set of data to move us faster into the future.

Today, at Leapgen combined with our partners at HRN-HR Tech World, we are launching the first of its kind global workforce experience study. This study is designed to provide the industry a baseline as to where we are today and where we are heading into the future. It is truly important to learn from others as the ability to imagine and create our future will not be placed upon a single person but upon us as an industry.

This first Insights study will focus on the workforce experience as a whole and begin to explore Artificial Intelligence and Machine Learning at a high level. These insights are not a once a year set of data, but a perpetual learning experience that Leapgen and HR Tech World are excited to share through pulsing and surveys throughout the year to the community.

We ask that you take 5-10 minutes to complete this first survey. By completing the Workforce Experience Insights survey you will be one of the first to get a copy of the Workforce Experience Insights results' eBook we are producing next month and invited to join an exclusive virtual live event to discuss the findings with me and other leaders at Leapgen. In addition, all HR practitioners who complete the survey will be entered in multiple drawings for one of 30 complimentary passes to any HR Tech World event.

At Leapgen, our goal is to help the industry LEAP to the next generation of work. Our time is now and you are now a part of helping us shape the future. Let’s go!