1、0 2023 Gartner,Inc.and/or its affiliates.All rights reserved.RESTRICTEDSupport:Five fundamental approaches of successful leaders 2023 Gartner,Inc.and/or its affiliates.All rights reserved.Gartner is a registered trademark of Gartner,Inc.and its affiliates.This presentation,including all supporting m

2、aterials,is proprietary to Gartner,Inc.and/or its affiliates and is for the sole internal use of the intended recipients.Because this presentation may contain information that is confidential,proprietary or otherwise legally protected,it may not be further copied,distributed or publicly displayed wi

3、thout the express written permission of Gartner,Inc.or its affiliates.2023 Gartner,Inc.and/or its affiliates.All rights reserved.Gartner is a registered trademark of Gartner,Inc.and its affiliates.This presentation,including all supporting materials,is proprietary to Gartner,Inc.and/or its affiliate

4、s and is for the sole internal use of the intended recipients.Because this presentation may contain information that is confidential,proprietary or otherwise legally protected,it may not be further copied,distributed or publicly displayed without the express written permission of Gartner,Inc.or its

5、affiliates.Hao Yin研究总监GartnerGartner员工数字体验研究的五个新发现（中国部分）2 2023 Gartner,Inc.and/or its affiliates.All rights reserved.您如何理解数字化工作场所的概念及其对现代企业的影响？3 2023 Gartner,Inc.and/or its affiliates.All rights reserved.RESTRICTED生成式AIAI对“数字化工作场所”的理解以上图片均由生成式AI工具以“Digital Workplace”为提示词生成图1-5在MuseDAM AIGC Playgroun

6、d中生成图6在New Bing Image Creator中生成4 2023 Gartner,Inc.and/or its affiliates.All rights reserved.RESTRICTED2022 Gartner 2022 Gartner 数字员工调研22%22%24%32%0%25%50%印度英国中国美国国家工作地点n=4861;All Digital Workers S01.You live inSource:2022 Gartner Digital Worker Survey北美32%欧洲22%亚太46%5 2023 Gartner,Inc.and/or its aff

7、iliates.All rights reserved.关键问题1.在员工对于工作中使用的技术所表现出的情绪和行为中，我们有什么出乎意料的发现？2.您应该如何考虑这些洞察并将其纳入您的数字化工作场所战略中？6 2023 Gartner,Inc.and/or its affiliates.All rights reserved.RESTRICTED我们的洞察7 2023 Gartner,Inc.and/or its affiliates.All rights reserved.员工对于IT支持的依赖程度越来越强还是越来越弱以下哪个表述为真？8 2023 Gartner,Inc.and/or it

8、s affiliates.All rights reserved.如果您在工作中使用的数字化工具出现问题，您希望如何解决？0%25%50%2019(n=4913)2020(n=5522)2022(n=4861)通过电话联系内部IT支持（人工客服）在网上寻找答案询问同事（非 IT 支持/服务台）通过电子邮件联系内部IT支持（人工客服）通过聊天工具联系内部IT支持（人工客服）通过网页表单联系内部IT支持（人工客服）使用内部 IT 自助服务机制（如常见问题解答）通过虚拟人工智能助手联系内部IT支持（非人工客服）通过仅支持文本的脚本化聊天工具联系内部IT支持（非人工客服）前三项选择总和9 2023 G

9、artner,Inc.and/or its affiliates.All rights reserved.0%25%50%2019(n=4913)2020(n=5522)2022(n=4861)联系自由职业专家以获取支持前往专家服务点或现场支持中心联系工作之外的朋友或家人以获取帮助在网上寻找答案询问同事（非 IT 支持/服务台）如果您在工作中使用的数字化工具出现问题，您希望如何解决？前三项选择总和10 2023 Gartner,Inc.and/or its affiliates.All rights reserved.RESTRICTED解决数字化技术问题的方法（按国家/地区分类）前三项选择总

10、和1.员工越来越依赖IT来解决数字化技术问题12 2023 Gartner,Inc.and/or its affiliates.All rights reserved.在中国，员工眼中的IT是A.网管、码农、程序员、修电脑的B.数字化技术推动者以下哪个表述为真？13 2023 Gartner,Inc.and/or its affiliates.All rights reserved.RESTRICTED全球大多数非ITIT数字员工报告称，他们主要就技术问题联系 ITIT14 2023 Gartner,Inc.and/or its affiliates.All rights reserved.R

11、ESTRICTED各国非ITIT员工对待ITIT的倾向性15 2023 Gartner,Inc.and/or its affiliates.All rights reserved.2.在当今中国的商业环境中，解决技术问题并不是对IT部门最大的需求。16 2023 Gartner,Inc.and/or its affiliates.All rights reserved.员工们相信更多还是更少的应用程序会带来更好的业务成果？以下哪个表述为真？17 2023 Gartner,Inc.and/or its affiliates.All rights reserved.RESTRICTED工作中使用的

12、平均应用程序数量（按国家/地区分类）18 2023 Gartner,Inc.and/or its affiliates.All rights reserved.果酱实验的启示选择的数量效应19 2023 Gartner,Inc.and/or its affiliates.All rights reserved.n=varies;All Digital Workers excluding Not sure/Not applicableQ.Select how often you have encountered the following situations in your organizat

13、ion.Percentages represent the sum of respondents answering always,usually or frequently.Those responding never,rarely,occasionally,or sometimes account for the remainder to 100%for each bar in the graph.Q.How many applications,including applications accessed through web browsers,do you use at work?S

14、ource:Gartner 2022遇到的问题（按使用的应用程序数量）受访者百分比15%8%19%11%22%13%21%15%37%28%32%28%56%44%50%48%0%30%60%为寻找信息以有效完成我的工作而挣扎由于缺乏认识而做出错误的决定收到不相关的通知错过或未能注意到重要更新1-5 apps 6-10 apps 11-15 apps 16 or more apps 使用的应用程序数量越多，员工遇到的问题就越大20 2023 Gartner,Inc.and/or its affiliates.All rights reserved.平均而言，66%的受访者认为，如果 IT部门

15、提供被普遍接受和支持的设备及应用程序来完成工作，则可以实现更好的业务成果。21 2023 Gartner,Inc.and/or its affiliates.All rights reserved.3.员工需要更少、更标准化的应用程序22 2023 Gartner,Inc.and/or its affiliates.All rights reserved.员工会定制或搭建自己的应用工具：A.很少(10%或更少)B.有时(10-25%)C.经常(25%-50%)D.频繁地(50%或更多)以下哪个表述为真？23 2023 Gartner,Inc.and/or its affiliates.All

16、rights reserved.49%24%20%6%0%30%60%使用由IT部门提供的数字化技术自定义由IT部门提供的数字化技术利用由IT部门提供的数字化技术为我自己或我的团队开发工具利用我个人获得的数字化技术为我自己或我的团队开发工具n=4799;All Digital Workers excluding Not sureQ How do you primarily use digital technology in your organization?Source:2022 Gartner Digital Worker Survey超过半数的数字员工会使用由IT部门提供的或他们自行获取

17、的数字化技术来定制或开发应用工具数字化技术的主要使用途径受访者百分比24 2023 Gartner,Inc.and/or its affiliates.All rights reserved.RESTRICTED在中国这个数字高达82%82%数字化技术的主要使用途径（按国家/地区分类）受访者百分比25 2023 Gartner,Inc.and/or its affiliates.All rights reserved.员工在不同领域中自定义/开发应用程序。72%的受访者表示，通过使用基本自动化工具来组合应用程序，以简化工作任务。（自动化）76%的受访者表示，他们为特定情境的互动和会议创建了协作

18、渠道，以推动创新。（协同）77%的受访者表示，使用分析工具来构建定制的数据报表，以帮助他们自己和他们的团队做出业务决策。（数据）80%的受访者表示，通过内容管理以减少重复及改善知识共享和留存。（知识管理）26 2023 Gartner,Inc.and/or its affiliates.All rights reserved.中国的员工最有可能使用他们个人获得的应用程序或网络服务应用程序或网络服务的使用（按国家/地区分类）使用由公司提供的应用程序或网络服务27 2023 Gartner,Inc.and/or its affiliates.All rights reserved.24%26%29

19、%38%37%38%26%25%22%11%12%10%0%25%50%与其他员工协作(n=2036)与客户合作(n=1861)分析数据和信息(n=1929)无法使用个人获得的应用程序时对绩效的影响受访者百分比n=varies;All Digital Workers using applications or web services personally obtained excluding Not sureQ.If you could no longer use personally obtained applications or web services,how would it im

20、pact your ability to effectively perform your job?Collaborating with other workersQ.If you could no longer use personally obtained applications or web services,how would it impact your ability to effectively perform your job?Collaborating with customersQ.If you could no longer use personally obtaine

21、d applications or web services,how would it impact your ability to effectively perform your job?Analyzing data and informationSource:2022 Gartner Digital Worker Survey超过 60%使用个人获得的应用程序的员工报告称，如果他们不能再使用这些应用，他们的绩效将受到中等到严重的影响62%63%67%重大/严重影响中度影响轻微影响没有影响28 2023 Gartner,Inc.and/or its affiliates.All right

22、s reserved.4.28 2023 Gartner,Inc.and/or its affiliates.All rights reserved.Gartner is a registered trademark of Gartner,Inc.and its affiliates.越来越多的员工正在成为应用程序的创建者(他们认为他们的开发对他们的工作至关重要)29 2023 Gartner,Inc.and/or its affiliates.All rights reserved.中国员工更希望在哪里工作？A.公司办公室B.家中C.第三方空间D.差旅以下哪个表述为真？30 2023 Gar

23、tner,Inc.and/or its affiliates.All rights reserved.中国员工更喜欢在公司办公室工作首选工作地点概况（按国家/地区分类）平均比例31 2023 Gartner,Inc.and/or its affiliates.All rights reserved.员工在公司办公室工作的最大动力在公司办公室工作的动机（按国家/地区分类）前5项选择的总和32 2023 Gartner,Inc.and/or its affiliates.All rights reserved.对会议类型所花时间的偏好（按国家划分）平均比例各国员工花在不同类型会议上的时间偏好及效率

24、不同会议类型的生产力（按国家/地区划分）首选项总和33 2023 Gartner,Inc.and/or its affiliates.All rights reserved.33 2023 Gartner,Inc.and/or its affiliates.All rights reserved.Gartner is a registered trademark of Gartner,Inc.and its affiliates.5.中国员工对混合工作技术的接受程度最高34 2023 Gartner,Inc.and/or its affiliates.All rights reserved.R

25、ESTRICTED发现总结1.员工越来越依赖IT来解决数字化技术问题2.在当今中国的商业环境中，解决技术问题并不是对IT部门最大的需求。3.员工需要更少、更标准化的应用程序4.越来越多的员工正在成为应用程序的创建者5.中国员工对混合工作技术的接受程度最高35 2023 Gartner,Inc.and/or its affiliates.All rights reserved.构建以人为本的工作场所以上图片以左图中出现的词为提示词在MuseDAM AIGC Playground中生成36 2023 Gartner,Inc.and/or its affiliates.All rights rese

26、rved.我们的建议通过基于实践社区而非传统知识孤岛的协作支持中心，解决对IT日益增长的依赖。采取长期方法，通过不断促进创新来提高员工数字技能和实现数字灵活性。使用 Gartner ACME 框架和数字工作场所适应性评估工具重新确定和重新评估您的数字工作场所应用策略。通过低代码和超级APP等工具为“公民开发者”提供支持，使他们能够在不承担额外风险的情况下自动化他们和他们团队的工作。通过在工作场所使用以人为本的技术来适应不断变化的工作模式，从而改善混合工作体验。37 2023 Gartner,Inc.and/or its affiliates.All rights reserved.Access

27、 to Gartner research is subject to entitlement.For information,please contact your Gartner representative.Recommended Gartner ResearchWhat Workers Want:Top 10 Insights From the Digital Worker Experience SurveyTori Paulman,Jim Murphy and Others(G00779656)Transform the Digital Employee Experience With

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