Like most of us, my workday revolves around technology. Not only am I always on the prowl for things that help me work better, but I’m working on adding new pieces to our tech stack too. As a buyer, I have to know about the tech. As a chief marketing officer (CMO), I have to think about how tech will be adopted. But lately, I’ve also been wondering: Are my people having the same experience with the tech at work that I am?
What is their experience with technology at work? The answer: Leaders and their people are often not on the same page when it comes to workplace tech.
In a survey of more than 12,000 workers in six countries, conducted by PwC, the company I work for, we found some sobering differences between leaders’ experiences with tech at work and the experiences of their employees. While 92% of C-suite executives say they’re satisfied with the tech experience their company provides for making progress on their most important work, only 68% of staff agree. And though 92% of C-suite executives told us they’re choosing technology with their people in mind, only about half (53%) of employees agreed.
Ouch. That’s quite a gap -- and it’s one business leaders can’t afford to ignore. In fact, Forrester’s CEO George Colony and principal analyst Bobby Cameron state in a recent podcast that two-thirds of companies are not getting the most out of their business technology. If you want to see returns on your technology investments and develop a tech-enabled workforce, you need your people on board. But if your employees are frustrated or overwhelmed by the tech they’re expected to use at work, they’re not exactly going to rush to embrace your next technology rollout.
Beyond that, there’s a bigger issue: Even a so-so technology experience at work can dampen people’s overall employee experience. Technology today is embedded into so many aspects of our workday, right down to how most of us access our workplaces each morning. And people’s experience with it can shape everything from how productive and engaged they are to their enthusiasm for delivering a great customer experience. It can even affect their interest in staying with your company -- and given the tight labor market and fierce competition for people with top skills, leaders can’t afford to lose talented employees.
The solution doesn’t have to involve slowing your tech rollouts. You can upgrade your people’s technology experience while also marching forward with your company’s tech evolution.
Bring people along on the tech journey.
To be clear, the problem isn’t that people don’t want to use technology. In fact, our survey at PwC found that people are interested in tech, and are eager for tools and technology that will help them do their jobs better. But many employees want a tech experience that’s closer to what they get in their personal lives: up to date, intuitive and customized to their individual tastes. At work, they’re typically shut out of the design and selection process, and their technology is chosen for them by leaders who tend to make decisions for the enterprise rather than for the individual user.
Change that by getting people involved in technology decisions. Engage people from across the organization, at all levels, in the planning, selection and design of tech. Develop focus groups, and have candid conversations so you know what they really need and want. And create ways for them to provide feedback -- and then use that feedback to improve their experience.
Remember, too, that new technology can be overwhelming. While I’m excited that my team of marketers is hungry for new technology, I also know it’s not easy to adapt to change. So we make sure to provide faces and names (the human element) for support, and to nurture a culture of fast failure.
Tap into people’s interest in technology.
Improving the tech experience for your people isn’t just about motivating reluctant adopters. It’s also about tapping into what excites people about technology. Our survey found that today’s workforce is ready to invest up to two days per month to upgrade their digital skills. That’s a great starting point, given that the World Economic Forum’s “The Future of Jobs Report 2018” (download required) estimates that by 2022, more than half of employees are going to need significant training and upskilling, as technology evolves and businesses need different skills.
Build on people’s interest by giving them new ways to learn and grow their tech skills. We found that only half (50%) of staff and 64% of managers are satisfied with the resources they have at work to learn to use new technology.
Meanwhile, don’t overlook the built-in tech champions in your workforce. Nearly half (46%) of employees told us their company doesn’t value people who are tech-savvy. These are people who are excited about and experienced with technology -- engage them. Not only will you be improving their experience (and perhaps learning about tech options that aren’t on your radar), but they just might become advocates in helping others adopt new tech, too.
Let’s face it: Digital transformation isn’t a one-and-done undertaking. Given how fast technology is evolving, we’re going to be in a constant state of change indefinitely. To keep up, and to get the business results you want, you’ll need your people with you every step of the way. Closing the gap between your technology experience and theirs is a good place to start the journey.
