HR leadership teams often lack two capabilities in a ‘digital world’: The right priorities for their digital HR agenda, and an engaging environment to practice, learn, and adopt HR innovation. The traditional approach to learning about innovation during conferences and network meetings often creates excitement but leaves participants unprepared to implement these innovations in their companies’ context.
The Digital HR Program is unique in that it provides HR leaders with two key elements. It is not only a platform to learn about upcoming HR innovation and hear about other companies’ real stories of success and failure, but it also involves them in the co-creation of solutions that can be directly applied in their own companies.
This year’s autumn edition of the Digital HR Program Peer Meeting, kindly hosted by ING, provided three distinct formats which we bring to life in the sections below:
Research on workforce risks
An interesting article from the World Economic Forum revealed that today’s global risks are increasingly interconnected. We identified two interconnected areas that should be on HR’s radar:
- Social movements are boosted by technology. Newly created transparency from social media forces companies to actively address social movements and position themselves accordingly. We talked about ‘MeToo’, a famous example of immediate effects of social movements. Companies like Nike or more recently the Google Walk-out created a lot of buzz in the media related to the ‘MeToo’ debate.
- The media is full of horrifying scenarios about robots taking away our jobs. The truth is that we will see more new jobs being created than being replaced. However, overall skill instability is growing. This will entail difficult transitions for millions of workers and will require proactive investment in developing a new surge of agile learners and skilled talent globally.
Both areas resulted in fruitful discussions around firstly, the connectivity of D&I and CxHR, and secondly, what HR will need to deliver in order to support the upcoming skill gaps.
Outside-in view on Customer Experience Management
What better source to learn from than Sales & Marketing professionals? After publishing a great article on Lessons from the Leading Edge of Customer Experience Management Manuel Tönz, Customer Experience Advisor at SAS, spoke about their work as the leading provider in Customer Experience Analytics. In his presentation, he highlighted the need for a customer centric culture, the importance of data as the fuel of the century and the importance of context for Customer Experience Management.
Managing employee engagement at scale
Closely connected to the lesson from SAS, Volker Jacobs, CEO & Founder explained TI People’s journey to establish a solid framework for CxHR management. The approach was developed in four co-creations which include CxHR methodology, creating a CxHR Design Tool, CxHR Measurement and finally the CxHR Pilot.
During his presentation, Volker highlighted the following findings that are key to sustainably manage the Customer Experience of HR:
- Experience drives engagement and productivity: EX matters, yet it is unmanaged
- EX is unmanaged because it is invisible to HR
- CX leaders teach us the playbook for success: Design, Manage, Measure CX and Act on insights
- The CxHR Platform allows you to implement the CX playbook for HR, using EX data as the new currency to operate HR
If you would like to learn more about TI People’s approach and newly designed CxHR Platform, receive more information here: TI People CxHR Platform
Together we create – Journey Networks
The Journey Networks are dedicated exchange forums, which will focus on a very specific set of journeys (e.g. ‘I join’, ‘I onboard’, ‘I grow my skills’) fostering exchanges on latest innovation between product owners within peer companies. Together they will co-create solutions to common pain points and document them in journey map templates. The peer meeting offered a sneak preview into the work of the journey networks: participants started working on 3 of 20 available journeys, identifying pain points and exchanging lessons learned for the top three pain points in each journey from a persona point of view.
2019 will see the launch of 6 Journey Networks:
- Joining & Onboarding
- Managing my team
- Consuming HR services
The first journey networks will start with a kick-off meeting on the 20/21.2.2019 in Hamburg. To learn more about Journey Networks and this event, please access the following 1-Pager and contact us to register.
Building on all elements covered during the meeting, a ‘Together We Create Plan’ for 2019 was introduced to participants, including proposals for three new co-creation initiatives on the topics of ‘Digital EX Listening’, ‘D&I Touchpoints’ and ‘Skill Enablement’ (all starting in May 2019). If you are interested, please check-out more detail and register HERE.
At our peer meeting we had the honour to listen to the following presentations:
Brydie Lear, Global Head People Analytics, ING Bank presented ING Bank’s agile transformation, focusing on their adaption of agile methods, the importance of having the right mindset and how they organize teams in ‘tribes’ and ‘squads’. The group was keen to understand how to organize the new teams – ING introduced a ‘squad market’ which ensures high individual sense of ownership in the process. Team members get to choose who to work with and what they will be focusing on. This idea of a ‘skill marketplace’ originates from the Freelancer world and currently addressed by TI People’s Skill Management Co-Creation.
Hein Knaapen, CHRO, ING Bank shared his unique experience and lessons from leading the HR function at ING through one of their biggest organizational transformations. He introduced the term craftsmanship which is the desire to do a job well for its own sake and build the bridge to the idea of development (explore and exploit the different opportunities to learn). The group had key questions around how to manage expectations and abilities in the agile organization vs. other ways of working. Hein argued that rather than starting with a change in mindset, it is important to start with a new behavior, which in turn triggers the mindset change. Furthermore, agile ways of working are not suitable for every type of work/ purpose. Therefore, in some cases, more traditional leadership and ways of working will remain relevant. Finally, a critical factor for successful HR projects and transformation has been clear line of sight between HR initiatives and company value creation.
Amit Kumar, Director, HR Transformation Enabling and People Analytics of Bosch spoke about their core focus on providing employees with a unique user experience. Their ‘UX@HR’ initiative started with systematic user research to better understand what users expect from HR in each area and each sub journey. Bosch’s HR function also found a new role in supporting the creation of agile teams. In fact, they created an ‘HR Lab’ that fosters collaboration within HR instead of working in silos. Products created by the HR lab include: team staffing, onboarding, team feedback, a team target workshop and development store. Amit finished his presentation by sharing some exciting work from their people analytics team, highlighting their three main use cases: effortless reporting, continuous listening and skill management.
Nils Henker, People Analyst, AXA addressed the need to upskill and reskill employees in the context of the changing world of work. He presented Axa’s virtual career assistant which was built to address the following four critical questions:
- Can a robot do my job?
- How suited am I to internal mobility?
- Which other jobs are an option for me?
- What’s the best training for me?
The outcome is a unique tool which focuses on user experience. For example: it takes 5 minutes to upload a CV and create a profile. The tool then suggests additional skills based on AI and the user never needs to spend more than more than 15 minutes finalizing a profile that is ready to go.
Finally, details for the upcoming spring edition of the Digital HR Peer Meeting were announced: we are delighted to announce that our next meeting will be hosted at Cisco’s innovation center in Krakow on the 20/21.3.2019. If you are interested in joining, please contact us and register here.
We look forward to seeing you there!