World-leading EX insights

That’s the July 2018 issue of Harvard Business Manager, where TI People founder Volker Jacobs in his article ‘Five steps towards innovative people management’ lays out a co-created model for a customer-centric HR function aiming to improve engagement, and hence, retention, attraction and performance of digital talent. Volker’s article is put in

It looks like organisational agility is the new black. But how do we get there? There is already a rich source of literature on agile practices that we should consider . However, our research has suggested that HR is less certain on how to adjust their processes to facilitate it.

This is the third article in my “Digital HR Value” series. It covers the digital HR building block ‘Applification and Machine Intelligence’ from our digital HR model, with a focus on Artificial intelligence (AI). AI is changing our lives in many ways. From automation of repetitive time-consuming tasks, to the

The argument for proactively managing the customer experience of HR (CxHR) is clear: organisations who successfully deliver on the ‘moments that matter’ (such as recruitment, onboarding, relocation, life event etc.) can positively influence employee engagement, with tangible benefits to retention and discretionary effort. For the more transactional interactions with HR

Most companies face the effects of the VUCA world. They are operating in volatile, uncertain, complex and ambiguous conditions –  in this environment speed is decisive. The challenges are obvious: Right application of talent to the right job at the perfect time. In this endeavor, time is often the vital

This is the second part of a series on the business value of a digital HR agenda. This blog focuses on how HR technology, specifically ‘applification’ and machine intelligence, will lead to a more effective HR function.     Introduction Cloud computing has triggered a huge investment wave for HR

Companies have learnt from their customers that great experiences are rewarded with greater loyalty and engagement, driving a windfall on both top and bottom lines: Customer satisfaction up 20%, Revenue up 15% and Cost of serving customers down by 20%  (McKinsey). The acknowledgement of customer experience as a driver of

As a consumer of various services, like banking, I’m occasionally frustrated by the surprising complexity of doing simple things, stuck in some multi-layered voice system or surfing across internal silos (sometimes in an endless loop) when trying to resolve an urgent problem. I like to complain about customer service as

This article is the first of a series of blog entries on the business value of a digital HR agenda. This part will focus on ‘Customer Experience of HR’ (CxHR), and more specifically on agile service design and customer experience management.   Introduction There are several ways in which HR

Companies are struggling to build a digital roadmap for their HR function. But is it a good idea to implement one at all? The answer is: Yes, absolutely. We are in the midst of the 4th industrial revolution, the world of work is changing faster than ever before, it is