The leading organizations of any industry are looking to pull ahead of the competition with digital-driven models. A key to success here is not only improving interactions with customers but also with employees. The value creation that a proper internal digital strategy and renewed intranet portal related capabilities can deliver are: end-to-end agile operating models, gains to internal productivity, reduction in the times to market for new products, and enhanced employee experience. To achieve these benefits, organizations need to invest in delivering the next generation of digital experience platforms that deliver on key employee journeys that promote employee engagement as well as customer facing journeys and engagement.
While customers are the lifeblood of any organization, ignoring the employees and their journey is foolish as they are the providers of the product or service. Investing in the employee experience and platforms they use can have a great impact on the overall service to those customers. Firstly, aim to solve real employee problems that impede the customer and employee experience and look at how to provide those powerful employee experiences. Secondly, be open and allow for new ways of working in a more agile fashion and work across silos. Thirdly, organizations need to provide a more modular flexible architecture for a faster time to market and more business agility. Finally, organizations need to capture benefits and results on different KPI at all levels.
While organizations may speak about being agile in the digital age, legacy employee portal solutions and their corresponding business cases and funding models were not designed for the type of digital enablement being delivered in the most progressive organizations. Here are some of the symptoms of your portal not working:
• Current portal solutions that only provide individual features and not the entire end-to-end employee journeys.
• A portal that was a one-time project funded vs. ongoing funding.
• A monolithic architecture that was hard to change with limited ability to personalize.
Organizations that refuse to let go of their legacy technologies are preventing themselves from moving forward and getting to where they want to be. Stakeholders must first recognize that elevating the digital journey of the employees is just as important as elevating the digital customer journey. The organization must be committed to changing how they work, driving simplification and fostering a new culture of digital employee engagement.
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