The Future of Employee Experience 2021

Growth demands agility. We’re no longer living in a world where the horizon is a decade away - it’s next year or the year after that. And that horizon represents a focus on employee experience.

future of employee experience

A report by Raconteur stated learning and development are key focuses for employees. The CIPD found that by 2025, the human share of labour hours will decrease from 71% to 58%. These findings share a glimpse of the future. So what future trends will be impacting employee experience?

An Emphasis on Varied Technology Adoption

There’s no singular end-to-end solution for the entire employee experience. Real adaptability and usability for employees depend on the use of multi-channel applications. This includes the software and automation platforms that make an employee’s experience better, allowing them to work at full efficiency. 

True innovation isn’t provided by one piece of tech alone or the improvement of one key process. It’s about onboarding as much as you need to improve as many processes as possible. At KTSL, we like thinking of it as what Sir Dave Brailsford’s describes as ‘the sum of marginal gains’.

We’re seeing that, as the nature of work tends towards specialisation and organisations rely on multiple vendors for technical support, there’s going to be a continued focus on technology adoption and how it’s done correctly, now and in the future.

Personalised Employee Experience

Now more than ever, employees have a set standard of expectations from their IT environment and service management. They expect to have the ability to work with no system issues or downtime - to work with what satisfies them the best. 

Businesses need to focus on individual needs and choose the right mix of software to satisfy those needs. Today, blanket approaches don’t work as different teams need different tech. These methods also mean specialists find it more difficult to thrive and grow as they’re forced to use the wrong technology. 

When we create an employee-centric system, we also provide opportunities for self-driven upskilling and development. Learning modules are never one-size-fits-all, so a big impact in employee experience will be creating avenues for personalised growth.

Innovations in Flexible Working

In a world hit by the coronavirus pandemic, flexible working is now a huge focus for businesses. It’s the new normal! 

Working flexibly means more of a need to manage employee expectations in both a proactive and reactive sense, by finding and suggesting alternative solutions to your more ‘traditional’ options that are no longer fit for purpose. 

This ‘raises the flag’ that issues faced by IT service desk teams will be exacerbated by a distributed team who work through legacy systems. Further supporting the implementation of solutions such as automation for ITSM means to support the new ways of working in a streamlined and forward-thinking manner.

Enterprise Social Networks and Artificial Intelligence

Because of the move towards flexible working, collaboration platforms such as Yammer and Microsoft Teams will become increasingly important. These types of software provide huge advantages in bringing together individuals - even if located in separate places. 

The latest evolution of these platforms is through artificial intelligence (AI) where AI is used as a moderator in two separate ways:

  • As analyst: As AI is concerned with pattern recognition, it can be used to analyse the metadata of conversations, identifying trends and highlighting common issues. Collaboration platforms provide a rich mine of data for AI, which can be leveraged to improve reaction times.
  • As participant: AI can take a role as an active participant in conversations, offering information for any trending topics that come up during conversation. For example, it could be as simple as providing a how-to for adjusting microphone settings. As the AI learns, the info it offers will be more and more accurate. 

For the IT service desk, this is a huge advantage. Think of how often your service desk specialists are bombarded with tickets. Employees would now be much more able to solve these problems themselves, reducing tickets while saving both time and money. 

This agility for problem-solving is empowering for employees. Overall, AI-driven enterprise social networks will fast become a key influencer of positive employee experience. 

An example of this service is KUPA Artificial Intelligence, a tool that tracks trends within conversational metadata. It identifies when employees raise issues and then quickly supplies them with potential solutions, eliminating the need to raise tickets - saving time and money. 

In fact, recent analysis for a client using KUPA allowed us to implement a new service management approach, helping them reduce ticket volumes by 20%, improve SLAs and save over £400k on external tickets to their outsourced service providers.

Automation and ITSM

The challenge we’re most often asked to solve is how to help companies with interconnected systems involving their employees, processes and the systems. People are also very time-poor and don’t have the time to track down problems and their solutions.

Automation and AI help lighten the load, consistently identifying key issues rather than waiting for issues to go through a helpdesk. It’s about providing genuine insight based on the right data, insight which can’t be found through legacy systems or outdated helpdesks. At its core, automation is about taking away the repetitive tasks that cause the most friction. 

According to the SDI’s 2019, ‘A View From the Frontline’ report, the most common priority for service desk analysts and specialists is the onboarding of more automation within business processes. This opens up the opportunity for you and your colleagues to focus more on the projects that matter - those things that are effective and, well, meaningful. 

Automation creates a hybridised effort between employee and machine, but it’s not necessarily about ‘freeing’ up your time, but rather about ‘unlocking’ time you’d usually not be able to access. 

Automation and the Service Desk

Nowadays, service desks need to be intelligent, integrated and people-centric. With the positive disruption being caused by AI and automation, service desks now act contextually rather than reactively. They enable collaboration as a service management channel, running software such as Microsoft Teams and Yammer. 

This helps to drive internal collaboration and self-service, meaning efficiency improves, tickets get solved faster and end-user experience is enhanced. 

We bet you’re wondering just how automation within ITSM directly improves employee experience. We agree - it does seem a little intangible at first. Where’s the connection? Well, we’ve got the resource that will give you the right insights on this exciting trend towards true efficiency.

To explore more about the future of employee experience as well as harnessing the power of automation right now, download our guide below.

How Automation and ITSM Solutions Drive Successful Change

Employee experience is a defining factor within delivering top-quality work, both internally and externally. In our downloadable resource, you’ll find out how you can design better employee experience and implement it enterprise-wide. 

We cover the explanations of ITSM, advantages for employers and the future of automation. To develop your knowledge of this business-critical service, click this link.