Remote and Hybrid Work Requires a New Management Mindset
At the start of remote work, groups of employees who had previously worked from an office were excited at the meetings.
Companies don’t have a trust system, so when there’s no personal visibility at work, managers instead schedule “a million Zoom calls,” Wright said.
Managers need a tool that provides insight into the tasks, deadlines and status of their team members. Digitally transformed workflows provide these insights, giving employees the freedom to work when and where they want without management’s limited interference.
MORE FROM KNOWLEDGE: ServiceNow leaders talk about digital change in the keynote of the event.
Moving to remote work also means that managers need to be trained in a variety of skills.
Investing in managers, which is needed to reduce employee stress, means training to develop empathy and problem -solving skills, Canney said.
Working remotely, especially during the Great Resignation, also requires breaking the loop between the HR department and other teams. Digitizing the recruitment, development and onboarding process allows for more cross-collaboration and communication between teams, something that is needed not only in HR.
Internal Process Improvements Lead to a Better Customer Experience
In “Keeping the Customer as the Focus in Digital Transformation,” a roundtable session hosted by Hannah Datz, vice president of customer workflow at ServiceNow, IT leaders agreed that the customer experience is every employee’s responsibility. within the company. Participants, who represent roles in different industries, also agreed that customer experience is rarely the goal for all employees.
The breakdown of communication between IT and marketing negatively affects the company’s ability to serve the customer, says Ben Brooks, technology product owner at the Federal Reserve System. Instead of working in loops, teams need visibility into the workflows and priorities of colleagues.
CONTINUE READING: IT leaders face greater challenges in a work-from-anywhere world.
Jonathan Warren, head of the Central Hudson team for cloud and enterprise services, pointed out that even updating and adopting processes becomes the point when teams aren’t communicating. The use of new technologies, or even user interfaces, can create problems internally and for customers.
“You pushed an update, and the UI was a different color or a button moving, and suddenly they needed six hours of practice to use it,” Warren said.
In improving processes and internal communication, participants agreed that customer feedback should be shared with departments to allow organizations to incorporate it.
Companies need to see if they are using feedback to change and improve processes for the customer or just meet KPIs, says Teagan Poole, an HR process analyst at Kwik Trip.
Digitally transforming and automating data sharing, process visibility and employee workflows can ensure that businesses are constantly evolving with the technology of the time.
Bookmark this page to follow all BizTechThe scope of Knowledge 2022, and follow on Twitter at @BizTechMagazine.