Solutions

  • Products
  • Use Cases
  • Industries
  • WHITE PAPER
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
  • EBOOK
  • 5 steps to transformation
  • A proactive, connected client experience is essential for financial services.

Platform

  • ANALYST REPORT
  • The value of digital workflows
  • Get apps to market in half the time at a third of cost with higher satisfaction.

Customers

  • SUCCESS NAVIGATOR
  • Your prescription for success
  • Accelerate outcomes with a step-by-step action plan of proven best practices.

Explore

  • VALUE CALCULATOR
  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.

5 reasons your HR transformation has left employees wanting more


Two-thirds of human resources executives today agree that HR is undergoing digital transformation, according to a recent KPMG study. Yet many organizations are finding that even after these costly initiatives are complete, employee engagement—a critical measure of HR effectiveness—isn’t moving in the right direction. And the broader challenge is a big one: Engaged employees represent just 34% of U.S. workers, according to Gallup’s latest annual survey.  
 
Where and why are these HR-transformation initiatives falling short? In short, many HR leaders aren’t focusing enough effort on improving employee experience. Based on our experience, there are five potential reasons why transformation initiatives are failing to improve employee experience: 

  1. Prioritizing back-office improvements over employee experience. Certainly, nobody goes into HR transformation hoping to degrade user experience. But when you’re spending millions of dollars to upgrade or replace core HCM technology, it’s easy to get caught up in improving back-end processes and organizational design so much that employee experience winds up playing second fiddle.  

  2. Failing to map out the employee journey. Consider how easy it is to browse and buy on Amazon. The company understands the journey its customers travel even for day-to-day purchases and smooths every conceivable bump in the road. Similarly, your priority should be to design employee experiences around each unique journey. HR can take the lead in rallying every department—especially IT—to plan how they will work together to create a single place for employees to seamlessly manage their work needs, experiences, and transitions.

  3. Not executing with a service mindset. Most organizations (72%) that successfully completed HR transformations did one key thing: They modified roles and structure within HR, IT, and other areas alongside their technology improvements. This often includes assigning a senior executive—such as a Chief Employee Experience Officer (CEEO)—and a cross-functional team focused solely on employee experience. 

  4. Not changing the way people experience and perceive HR. Your employees don’t care that one department handles IT service and another administers their 401k. They just want answers and solutions when they need them. Yet when we surveyed HR professionals, 93% said their processes spanned multiple systems and departments, contributing to a less-than-ideal employee experience. By using human-centered design to build HR services, companies can deliver them in a way that reflects employee needs and what they want. Solutions should give employees service and information in real time and shield them from back-end complexity. 

  5. Failing to connect the employee value proposition (EVP) to day-to-day work. Your purpose in HR is to connect people to their EVP, the benefits that employees receive in return for the value they bring to the organization. Without this connection, employees can feel that their contribution is irrelevant or undervalued, resulting in lower engagement and higher attrition. A human-centered approach to HR services, forging paths for employees through the bureaucratic clutter and lowering barriers to productivity, connects people to their EVP. When your technology manages, tracks, and prioritizes HR and IT processes behind the scenes, it lets employees get back to meaningful work, knowing their needs will be met.

HR leaders must focus on the employee experience if they want digital transformation projects succeed. ServiceNow® provides an Employee Experience Platform that helps HR unite disparate back-end solutions to create a seamless experience to fulfill employees’ needs.  

To learn how to implement a holistic, enterprise-wide approach to employee experience,  
read Josh Bersin’s white paper, The Employee Experience Platform Market Has Arrived.

Topics

Featured

  • Implementing agile IT service management on a cutting-edge platform
    10-16-2019 ServiceNow customer, Danske Bank, adopted a strategic approach in their service management team. As the largest bank in Denmark and a major retail bank in the Nordics region, they serve 3.5 million retail customers. They have seen tangible evidence of the positive impact of digital workflows and the seamless experiences.
  • Always Be Closing finance
    Service Delivery and Management
    Delivering great service to employees is the first step to improving employee experience
    10-14-2019 The primary audience for HR technology has shifted. It’s no longer HR. They are secondary. Employees are now the primary audience. And while the latest cloud HCM systems can help transform an organization’s HR operations, if you want to improve the employee experience, taking an employee-focused approach to service delivery is the best place to start.
  • Strategy
    Lessons from a Top CIO
    10-11-2019 How does a seasoned CIO lead a digital transformation? She makes friends. Great ideas aren’t enough for a CIO to succeed in leading a digital transformation, says Teri Takai, the former CIO of the U.S. Department of Defense, the states of California and Michigan, as well as Meridian Health Plan. In her 40+ year career, she has had to build consensus, prioritize projects that would advance the organization’s overall goals, communicate often, and practice a lot of patience. Read more tips from Takai on WorkflowQuarterly.com, as well as other CIOs, or watch the embedded video.
  • At the Tech Lounge, the human touch makes all the difference
    10-11-2019 Director of IT Service Management Mirza Baig and his IT team created the walkup Tech Lounge- a space where employees get personalized attention on complex tech issues. As ServiceNow works on automating many common requests and providing easy to find, self-service options, the IT Support technicians have more time to focus on the tough cases.

Trends & Research

How to please customers at scale
Why employee service delivery matters
How to identify your company’s secret influencers

Year