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 risksAn 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.
Outside-in view on Customer Experience ManagementWhat 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 scaleClosely 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
Together we create – Journey NetworksThe 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
- 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?