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1、RESEARCH&ANALYTICSPowered bySOLVING THE EMERGING CHALLENGES OF HYBRID WORKING WITH WORK INSIGHTSSponsored by2SOLVING THE EMERGING CHALLENGES OF HYBRID WORKING WITH WORK INSIGHTS 2023 SSON DIGITALJordan MullinsHead of Editorial Shared Services and Outsourcing NetworkAuthorTable of ContentsIntroductio
2、n 3Challenge 1:Digital Struggling to Take Hold 4Challenge 2:Finding the Right Balance with Hybrid 5The Risks and Effects of Process Blindness 6Applying Work Insights:How can they be used in the hybrid setting?7How can Work Insights Enable Core Business Initiatives?8Looking Ahead 9Introduction The pa
3、ndemic both shaped and embedded remote work into the very fabric of how organizations function.Businesses had to accelerate their digital transformation initiatives to ensure the people and processes they support could remain agile and productive no matter what changes the pandemic would bring.Accor
4、ding to a McKinsey Global Survey of executives from 2020,companies accelerated the digitization of their customer and supply-chain interactions and of their internal operations by three to four years due to the pandemic.The survey also showed businesses have focused their digitization efforts on cus
5、tomer-facing functions.Respondents of the survey were three times more likely than pre-pandemic to say at least 80%of their customer interactions are digital in nature.Similarly,a 2021 report by Baker McKenzie shows AI investments have more than doubled in the past five years,and as of 2021,half of
6、businesses have adopted AI in at least one business unit.From a workforce perspective,there is no doubt that hybrid is here to stay.Gartner reports that 48%of employees will work remotely at least some of the time post-pandemic.This means that in conjunction with existing transformation projects,bus
7、inesses are continuing to manage teams across a mixture of remote and in-office workspaces.Beyond just where employees work,how employees work must also feature into organizational strategy.Pew Research Center reports that the top three reasons US employees left their jobs in 2021 were due to pay be
8、ing too low,no opportunities for advancement,and feeling disrespected at work.As companies return to normal,they must now navigate a hybrid work environment that remains flexible to employee needs while maintaining productivity and delivering on ongoing transformation projects.Business leaders must
9、contend with onboarding new employees,and managing and mentoring existing ones,in a hybrid environment.This has proven challenging given the rise of concerns about retention and morale.Its clear there is an urgent need for greater insight into process execution,in order to understand both employees
10、working lives better and to coordinate automation efforts to be more human-centric.This report will address the factors shaping the working environment of the future,dive deep into the emerging challenges of hybrid infrastructure,and look at how task mining and productivity tools,like work insights,
11、can help navigate the future of work.SOLVING THE EMERGING CHALLENGES OF HYBRID WORKING WITH WORK INSIGHTS3 2023 SSON DIGITALChallenge 1:Digital Struggling to Take Hold In the last three years,while most businesses increased their investment in digital transformation technologies,many found they were
12、 unprepared to support new digital solutions despite the necessity Covid created.An October 2020 report from Boston Consulting Group shows that 70%of digital transformations fail or fall short of their objectives.When compared to data from three years earlier from Harvard Business Review,it is clear
13、 the pandemic did not make businesses more successful with their digital transformation.In 2017,37%of businesses identified themselves as data driven.That number has only declined in years since,meaning that the added priority businesses were placing on data solutions was not always enabling them to
14、 have success in their investments.With the majority of businesses struggling to support their digital transformation initiatives,its worthwhile looking at the specific areas where digital transformation is falling short.The 2021 Baker McKenzie report showed that while 74%of businesses have reported
15、ly reduced costs and improved efficiency because of their digital transformation efforts,only 58%have seen an improvement in business systems and functions.The McKinsey Global Survey from 2020 provides similar evidence.The survey found that only 48.5%are driving innovation with data,only 29.2%are ex
16、periencing transformation business outcomes,and only 24.0%have created a data-driven organization.The results from these two surveys show that many businesses have yet to harness digital solutions in ways that are truly transforming their business and are failing to use these solutions in a way that
17、 allows them to create a data-savvy organization.In order to overcome these shortcomings in digital transformation initiatives,businesses must be willing to change their operating model and invest in governance and oversight initiatives.In fact,in the previously referenced Baker McKenzie report,74%o
18、f respondents reported that potential mismanagement of data storage practices increases a companys risk of a data breach.These increasing concerns of data mismanagement demonstrate a need for greater control,governance,and oversight of digital tool use operationally.A 2021 McKinsey survey found that
19、 executive level weekly briefings,monthly to quarterly business reviews,target-setting and annual business planning/budgeting forecasting can increase likelihood of success from 1.5x to double,meaning this governance framework needs to be in place if businesses wish to succeed in their digital trans
20、formation.4SOLVING THE EMERGING CHALLENGES OF HYBRID WORKING WITH WORK INSIGHTS 2023 SSON DIGITALChallenge 2:Finding the Right Balance with Hybrid On top of the current factors shaping the future of work,hybrid work has led to several key adjustments in how businesses are run.Gartner reports that 48
21、%of employees will work remotely at least some of the time post-pandemic.However,a recent Microsoft survey demonstrates a gap in trust between business leaders and the employees they support.Microsoft surveyed 20,000 people in 11 countries,and results revealed a fundamental disconnect between how em
22、ployees view their productivity vs their bosses.According to survey results,90%of workers reported high productivity,but 85%of bosses reported hybrid work gave them productivity blindness.This demonstrates a need for businesses to shift their operating model to ensure connectedness between leaders a
23、nd employees.The survey supports this,with 76%of respondents saying they would stay at their company longer if they could benefit more from learning and development support.If digital transformation of any degree is going to succeed,the employees impacted need to have buy-in to the transformation an
24、d feel empowered to master new technologies.Forbes(hyperlink:http:/bit.ly/3izgQIu)reports a concerning trend,which has been highlighted as early as 2006,for executives to be caught in an echo chamber far removed from the daily experiences of the employee.This disconnect is compounded by hybrid work
25、and explains the gap in trust between leadership and employees.McKinsey reports that most employees want flexible working arrangements so much so that providing flexible working arrangements,e.g.remote work,was a top three motivator for 21%of people seeking a new job in 2022.SOLVING THE EMERGING CHA
26、LLENGES OF HYBRID WORKING WITH WORK INSIGHTS5 2023 SSON DIGITALThe Risks and Effects of Process BlindnessThese statistics of digital transformation and workforce management paint a vivid picture of the current conditions that businesses are trying to recruit,train,manage and retain talent within.The
27、y are also trying to do so while overseeing key priority areas like digitization,automation,and customer centricity.Its clear theres a lack of insight into how employees engage with tasks and how these tasks link together to form operational processes.But what does this all lead to?Process blindness
28、 doesnt just impact the ability to streamline processes,it also indicates a blindness to the variations in executing a process that each employee may have.It also means business leaders are not aware of the frequency that software platforms or applications are being used.Investment into digital tool
29、s like eForms,customer portals,and low-code automations may be intended to help save employee time but if theyre not being used then how would managers know?Productivity BlindnessAs mentioned earlier,this Microsoft survey demonstrates a gap between business leaders and the employees they support.Thi
30、s discrepancy is indicative of productivity blindness.Being able to track and understand how a process is conducted historically and in real time enables business leaders to measure and benchmark productivity for peers and teams.As reported earlier,morale and retention are a key challenge for managi
31、ng workforce performance.Greater transparency into task execution can help businesses understand correlations between performance and employee retention as well as uncover trends in the employee lifecycle.For teams,greater transparency can benchmark productivity standards and help managers allocate
32、workloads more evenly.Additionally,this blindness to productivity and process can be detrimental to new hires.New employees working in a hybrid environment need particular attention because the remote element of the hybrid equation can mean passive information and mentorship often doesnt occur as in
33、tensely as employees working in an onsite environment.Transparency into their performance early on can help catch these gaps and rectify them before it leads to poor performance,low morale,or incorrect task execution.Risk BlindnessDeloitte reports that resilient cultures were around three times more
34、 likely to weather the events of 2020 than companies without resilient cultures.These characteristics include traits like preparedness,adaptability,and open lines of communication.Business resilience has been the watchword of the last few years,and with economic instability anticipated in the next t
35、welve months,its going to remain an imperative for every executive,and every manager reporting into the c-suite.Business leaders must prioritize identifying,understanding,and addressing potential areas of risk.However,without the right insight into process performance,or the opportunity to forecast
36、potential circumstances,business leaders are left directionless in their ability to plan for an unpredictable future.6SOLVING THE EMERGING CHALLENGES OF HYBRID WORKING WITH WORK INSIGHTS 2023 SSON DIGITALApplying Work Insights:How can they be used in the hybrid setting?Work Insights are data-driven
37、intelligence capabilities that provide clarity on workflows,metrics on efficiency,compliant practices and automation opportunities.They utilize a combination of task mining and neural networks to understand the health of an organization in real-time.When thinking about the capabilities of Work Insig
38、hts,the first applications that come to mind may include:Determining how individuals and teams are performing a taskIdentifying process gaps and variations in task executionTracking and measuring time spent on digital activitiesMeasuring and benchmarking productivity across tasks and processesAll of
39、 these features are true.However,they only cover the process and KPI-driven productivity features of Work Insights.It doesnt include other key areas such as compliance,learning and development,and team management,or include the broader context as to why performance is successful or struggling.Work I
40、nsights can do all of these things,including:Ensuring IT compliance Identifying training opportunities and balancing workloadsTracking and comparing different approaches to get work completed Helping develop best practices within teamsIdentify skill gaps and areas to upskill employeesReducing subjec
41、tivity and make informed,data-driven decisionsIdentify factors that impact individual and team productivitySOLVING THE EMERGING CHALLENGES OF HYBRID WORKING WITH WORK INSIGHTS7 2023 SSON DIGITALHow can Work Insights Enable Core Business Initiatives?Scale automation across the businessGartner predict
42、s that 70%of organizations will implement infrastructure automation by 2025.This is indicative of the overarching need for businesses to scale from task-based to enterprise-wide automation.Work insights can help achieve this through process mapping and standardization to identifying automation oppor
43、tunities,enabling businesses to gain visibility into as-is processes across multiple countries and users.Streamline E2E processesEnd-to-end processing requires transparent practices,streamlined and standardized paths,and employee confidence to navigate processes,even in a remote environment.Capturin
44、g data on both a user and team level means that managers can understand what adjustments need to take place.Whether its a skills gap,roadblock in the process,or lack of information,these work insights can help to make informed decisions.Improve customer centricityBecause task mining can help map pro
45、cesses end-to-end,they can also assist in improving the customer experience.By analyzing interactions between the customer and the contact center,as well as how processes that begin in the front office interact with the middle and back office,businesses can understand the bottlenecks that may impede
46、 a customer from receiving fast or high-quality service.Create a culture of resilienceGreater transparency and insight into process performance can help business leaders be proactive,rather than reactive to potential workforce challenges.For businesses to prove resilient,managers must ensure its tal
47、ent is managed within a culture that practices healthy resilience behaviors.McKinsey reports that businesses with knowledge sharing,performance reviews,and bottom-up innovation were less likely to go bankrupt in the two years following the pandemic.8SOLVING THE EMERGING CHALLENGES OF HYBRID WORKING
48、WITH WORK INSIGHTS 2023 SSON DIGITALLooking AheadThe challenges businesses face in the next twelve months are not likely to ease up.Rather,now more than ever,they will be expected to knuckle down and drive value further through both cost-savings,scaled resource offerings and automated,digitized offe
49、rings.There is a unique opportunity available to the leaders that can utilize technology to both understand the way their employees interact with processes and streamline these processes to make them better.Not only will these leaders be able to identify challenges before they emerge,but they will a
50、lso be able to provide the business with a strategic advantage over competitors.As mentioned,business resilience has been the watchword of the last few years and with economic instability anticipated in the next twelve months,its going to remain an imperative for every executive,and every manager re
51、porting into the c-suite.For businesses to prove resilient they must ensure its talent is managed within a culture that practices healthy resilience behaviors and places trust with the employees no matter where they log into the workplace.SOLVING THE EMERGING CHALLENGES OF HYBRID WORKING WITH WORK I
52、NSIGHTS9 2023 SSON DIGITALEdgeVerveEdgeVerve Systems Limited,a wholly owned subsidiary of Infosys,is a global leader in AI and Automation,assisting clients thrive in their digital transformation journey.Our mission is to create a world where our technology augments human intelligence and creates pos
53、sibilities for enterprises to thrive.Our comprehensive product portfolio across AI(XtractEdge),Automation(AssistEdge)and Supply Chain(TradeEdge)helps businesses develop deeper connections with stakeholders,power continuous innovation and accelerate growth in the digital world.Today EdgeVerves produc
54、ts are used by global corporations across financial services,insurance,retail,consumer&packaged goods,life sciences,manufacturing telecom and utilities.Visit us to know how enterprises across the world are thriving with the help of our SSON Digital The Shared Services&Outsourcing Network(SSON)is the
55、 largest and most established community of shared services and outsourcing professionals in the world,with over 170,000 members.Established in 1999,SSON recognized the revolution in support services as it was happening and realized that a forum was needed through which practitioners could connect wi
56、th each other on a regional and global basis.SSON is a one-stop shop for shared services professionals,offering industry-leading events,training,reports,surveys,interviews,white papers,videos,editorial,infographics,podcasts and DIGITAL10SOLVING THE EMERGING CHALLENGES OF HYBRID WORKING WITH WORK INSIGHTS 2023 SSON DIGITAL 2023 SSON