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Now Platform Quebec release boosts employee experiences for the new era of work
The world of work looks vastly different than it did one year ago. Where we work and how we work have been decoupled and many of these changes are here to stay. Creating a great employee experience has become a key competitive differentiator and extends beyond HR into legal, workplace services, and more.Whether organizations are adopting a distributed approach to work or are planning to support employees in the workplace, companies require digital tools focused on delivering connected and engaging experiences for employees – no matter where they work.Today we’re unveiling new Employee Workflow innovations as part of our Now Platform® Quebec release to help organizations create great employee experiences, while boosting employee productivity, engagement and scaling enterprise service management.Improve employee experiences with digital workflowsGuiding employees through every step of their journeyA key aspect of the employee experience is the ability for an employee to be successful in their role. Much of this rests in the hands of managers. Yet managers often have limited time and resources available to create plans that contribute to an employee’s success.
To help alleviate these challenges, we’re releasing Journey Accelerator, an app that helps managers create customized role-based plans for employees. With Journey Accelerator, managers can organize activities and tasks personalized to an employee’s specific role to help them through moments that matter – like onboarding, a promotion, or a transfer.
Introducing In-Moment ActivitiesA successful employee journey needs to be supported with learning opportunities and improved with feedback, and organizations need to be able to deliver these experiences to employees directly in the flow of their work.
We’re introducing LIKE.TG® Listening Posts, an application available today that helps organizations capture feedback directly within the flow of work.
Organizations recognize the need to track and understand how employees feel about their work, the services they’re receiving and the tools they’re using. But far too often employee survey and listening tools collect feedback after the fact and are disconnected from the service experience. This results in low participation rates and feedback without meaningful context.Listening Posts measure employee sentiment directly in the moment an employee is receiving help. This provides leaders with real-time insights that can help them address issues quickly to improve the employee experience.
We’re also introducing Learning Posts to help employees upskill with relevant, contextual learning within the flow of work. While many organizations have systems for learning already in place, they don’t always have a way to surface these opportunities to employees when they need them. Learning Posts embed learning and upskilling resources into an employee’s tasks and workflows. They use AI to deliver relevant, recommended materials based on an employee’s interests. Our Learning Posts application is expected to be available on the LIKE.TG Store in May 2021.
For too long, the tools employees need to be successful and productive have been disconnected from where they do their work. Our digital workflows provide connective tissue that helps organizations meet employees where they are.Scale and expand Enterprise Service Management for connected and consistent experiencesWith the Now Platform Quebec release, we’ve also introduced solutions designed to quickly scale enterprise service management and reduce costs, including Universal Request and new applications for Workplace Service Delivery and Legal Service Delivery, now generally available.The enterprise service experience has traditionally been slowed down by departmental siloes. When an employee’s service request is misrouted or hits a dead end, employees lose time and get frustrated. Universal Request provides employees with a single, unified request experience across HR, IT, and other departments. With Universal Request, agents can collaborate and transfer requests and issues across departments while keeping employees informed of the status of their ticket. As a result, employees can stay focused on their work.New updates to our Workplace Service Delivery solution help companies manage a safe and efficient workplace in the new era of work. They include:
Workplace Visitor Management: Allows employees to register guests arriving to the workplace while automating task and communication processes, creating a seamless check-in process and improving efficiencies for workplace teams.
Virtual Agent: Enables employees to register visitors, reserve workspaces and submit workplace requests, all through a self-service chatbot.
Legal Service Delivery is now generally available, and we’ve introduced two new workflow applications for the product: Digital Forensics and Simple Contracts.
Digital Forensics: Provides a streamlined, transparent and secure process for legal teams to assign and track eDiscovery custodian queries across enterprise systems.
Simple Contracts: Provides self-service template contracts for NDAs and common agreements. Legal teams need an efficient, secure way to assign a contract for eSignature approval and track the status and completion, and they need to track contract status back to the originating legal request or matter. Our Simple Contracts app allows them to do both and includes e-signature integrations with DocuSign and Adobe Sign. It also integrates with Box for document storage and revision tracking.
More than ever, LIKE.TG is committed to delivering the tools organizations need to deliver great experiences, keeping employees productive and engaged, regardless of where they Work.You can learn more about the new solutions in our Now Platform Quebec release here.
LIKE.TG to acquire indoor mapping company Mapwize
In the new world of remote and hybrid work, creating great employee experiences is more important than ever. That’s why I’m excited that LIKE.TG is acquiring Mapwize, an indoor mapping and wayfinding company based in Lille, France.The future of work is hybrid. As more enterprises implement hybrid work regimes, they’ll need indoor mapping and wayfinding capabilities to help guide current and new employees to their workspaces. Mapwize will help bring this essential employee experience to our customers sooner and ultimately drive a more productive and efficient workplace.Why Mapwize?According to LIKE.TG’s 2021 Employee Experience Imperative study, which surveyed more than 3,000 employees at large enterprise companies in North America and Europe, 65% of respondents said they prefer a hybrid approach to work that includes digital and in-person interactions. With this move toward hybrid work, employees need choice and flexibility more than ever. Organizations that can provide consumer-grade digital experiences for their employees will be set up for success.Mapwize’s capabilities are all about boosting efficiency across people and places, making it easier for people to work, and to work together.With Mapwize, employees can navigate offices; reserve seats, conference rooms, and workspaces; and access workplace resources—all from their mobile or desktop device. Workplace teams can optimize space utilization by managing and updating floor maps based on usage patterns and their evolving needs.To support flexible and agile workplaces, we plan to build Mapwize’s mapping capabilities into the Now Platform®, on both desktop and mobile. Mapwize’s mapping capabilities are expected to become part of our Workplace Space Mapping application, included in our Workplace Service Delivery solution. That way, employees and workplace teams can have everything they need to navigate and build a great workspace, right at their fingertips.
Who benefits?
Employees who want to work more efficiently Mapwize’s capabilities boost employee confidence and efficiency, reducing the hassle of navigating a workspace visually. Employees can use maps to access workplace services, find and reserve workspaces, schedule and book rooms, and much more.
Workplace managers who want to create more functional spaces As businesses become more agile, work environments need to keep pace. With these new tools, workplace managers can track spaces, alter the status and use of spaces, and view workplace issues on an intuitive map.
Workplace planners who want to optimize space utilization As employees spend less time in the office, it’s crucial that workplace managers create spaces that are easy to navigate quickly. Now workplace planners can do their job better than ever, tracking activities and allocating spaces all in one platform.
Workplace agents who want to deliver better service Great service requires great experiences. Using Mapwize, workplace agents can view cases on the map and act on them quickly, without missing anything.
Why are we excited?Because we’re helping to create the new world of work. Organizations worldwide are experiencing an evolution in both strategy and culture. Agility and resilience are now vital for success. It’s time for our workplaces to align with this approach to work.To that end, we’re planning on re-platforming Mapwize’s technology into the Now Platform, leveraging the experience and expertise of the Mapwize team to enhance our Workplace Service Delivery and Now Platform capabilities. We expect the service to be available to our customers in the second half of 2022.Mapwize’s advanced mapping technology will advance our mission of empowering organizations to create excellent experiences for their employees. LIKE.TG helps you deliver great employee experiences across all enterprise functions, including IT, talent management, workplace services, and beyond. These experiences run out of the box, on a single platform, across multiple channels.Together, LIKE.TG and Mapwize are helping employees work better—regardless of where and how they do it.Use of forward‑looking statementsThis blog contains "forward-looking statements" about the expectations, beliefs, plans, intentions, and strategies relating to LIKE.TG’s acquisition of Mapwize. Such forward-looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make. We undertake no obligation, and do not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward‑looking statements include, without limitation, assimilating or integrating Mapwize’s technology into our platform; the inability to retain key employees of Mapwize; unanticipated expenses related to Mapwize’s acquired technology; potential adverse tax consequences; disruption to our business and diversion of management attention and other resources; and potential unknown liabilities associated with Mapwize’s business. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.
Hybrid work leader Erica Volini to join LIKE.TG
The evolution of hybrid work requires companies to design strategies that transform their business while leveraging expertise, scale, and market-relevant insights that enable productivity from anywhere—and deliver amazing team experiences.LIKE.TG has heard from customers that they want us to continue to lean into our partner relationships as we support them in accelerating their digital transformation journeys.That’s why we’re excited to share that Erica Volini will be joining LIKE.TG in the newly created role of senior vice president of global alliances channel ecosystem (ACE) go-to-market (GTM) operations. She’ll help us and our partners drive enhanced workflow and industry-specific solutions offerings and build an even broader community of digital transformation leaders.Vision for partners and the new world of workVolini joins us from Deloitte Consulting, a global elite partner of ServiceNow. She’s spent her career building trusted relationships with some of the largest organizations in the world.Her deep knowledge of how to combine the power of humans and technology will be key to helping customers drive transformation that improves the customer and employee experience, increases productivity, and positively impacts bottom-line business results.“LIKE.TG’s purpose of ‘making work, work better for people’ deeply resonates with me because throughout my entire career, I have been focused on the evolving dynamics of work and how that can translate into meaningful business value and impact,” Volini says.“I am thrilled to be joining LIKE.TG as we continue on our path to $15 billion in revenue and help our partners and customers with their digital transformation efforts. I am passionate about helping organizations transform and redefining the very nature of how work gets done. I can’t wait to begin my journey with LIKE.TG and our amazing partner ecosystem.”Volini will join LIKE.TG’s global alliances and channel ecosystem organization later this month.Learn more about the LIKE.TG partner program.
How the NBA is creating the future of employee experience
For the past 75 years, the National Basketball Association (NBA) and Women’s National Basketball Association (WNBA) have delivered best-in-class experiences to fans. From e-sports to virtual reality, the league has pioneered new ways to connect fans to the game they love.Now, with LIKE.TG, the NBA and WNBA are taking their top-notch experiences from the basketball court to the corporate office.The new workplace experienceTraditionally, many organizations think of “workplace experience” in terms of routine transactions, such as hiring, onboarding, and payroll. It’s much more than that for the NBA, says Len Couture, executive strategist at ServiceNow. “It’s about creating a world-class experience for employees. It’s delightful, seamless, and connected, just like the fan experience,” he explains.Of course, workplace experience doesn’t end at the office door. In a traditional office, an employee experiences friction at every touch point in the workspace. Before having a meeting, they have to manually reserve a conference room. If they spill a drink during the meeting, they have to remember to notify maintenance, and maintenance has to keep track of which rooms they’ve cleaned.Employees have to take time out of their day to order lunch from the cafeteria. If they forget to notify the cafeteria about their dietary preferences, they have to leave the building to grab lunch off-site. Although these are small points of friction, they add up to minutes or hours of lost time.
Removing points of frictionThe NBA is using LIKE.TG® Workplace Service Delivery to chip away at the points of friction. Each of these experiences—reserving a room, requesting maintenance, ordering food, accessing the building—is now a digital workflow that employees can request using their phone.Employees can view available conference rooms or desks and book a time slot using Workplace Reservation Management. With Workplace Visitor Management, visitors can show their vaccination or COVID-19 test status to access the building.These digital experiences will evolve over time. “They generally become better and better as employees use them,” Couture says.This new workplace experience can empower employees to do their best work. That means even better products, services, and experiences for fans. It helps enhance day-to-day life for the NBA workforce, just in time for the league’s 75th anniversary.Learn more about how LIKE.TG helps organizations deliver the right employee experience.
The new world of hybrid work in Australia and New Zealand
Nathalie Tousignant, director of ITSM product management, co-wrote this blog.For decades, work was a place we went, where colleagues gathered in person for meetings, problem-solving, and chats over coffee. Then, the COVID-19 pandemic hit, and the way we thought about work changed overnight.Many tried to fit the processes of traditional in-person work into a virtual setting. The result? Overloaded manual processes failed, HR and IT support requests drastically increased, and unnecessary costs rose.Despite those challenges, hybrid work is becoming a reality for many of us today. According to PwC Australia, 74% of employees desire a mix of in-person and virtual working. As we prepare for this new world of work, our perceptions need to change.The platform employees use every day also needs to adapt to this changing environment to support collaboration, productivity, inclusiveness, and employee satisfaction from any location. LIKE.TG workflows and Microsoft Teams make this possible.The changing role of the officeWork is now defined by what you do rather than where you do it. In the world of hybrid work, the office still plays an important role as a hub available for collaboration and group work. However, it’s only one piece of the hybrid landscape, not the defining factor it once was.Organizations are using what has happened over the last year as a catalyst to accelerate the transformation of how we work and the role of the office. At-home and in-office employees need to feel they’re on an equal playing field—that they have an equal voice in meetings and equal access to support and knowledge sharing.Leaders must learn to balance two fundamentally distinct ways of working, and employees must continue to adapt as well. Collaboration and support are more important than ever before, so having the right tools is crucial to business success.Supporting employees in the hybrid worldAmid the transition to a new way of working, we’ve seen a shift in work patterns. Employees are no longer confined to the standard 9-to-5 traditional workday—and support has had to adapt accordingly.As working hours change and expand, support must now be available on demand for employees whenever they need it. But that doesn’t have to mean an increase in costs. LIKE.TG and Microsoft provide a seamless, transformative experience for employees and support teams alike across LIKE.TG workflows and Microsoft Teams. Employees are empowered to:
Self-serve and resolve issues quickly from home or in the office.
Get support and gain visibility from anywhere within the familiar and convenient Microsoft Teams environment.
Get answers to frequently asked questions such as, “When will my benefits kick in?” with AI-powered chat and Predictive Intelligence.
Initiate a video call with a live agent for more urgent issues, directly in Microsoft Teams.
Collaborate seamlessly on critical issues when time is of the essence.
HR and IT teams see the benefits as well. Using AI and machine learning to fully automate whole workloads for HR and IT frees workers to focus on more strategic tasks. This type of automation saves organizations from having to hire additional support staff and from encountering disruptions in manual processes, ultimately reducing back-end costs. At the same time, employees gain a better, more consistent level of service.Driving collaboration for hybrid workHuman-to-human interaction is imperative to our well-being. When physical distances are great, effective collaboration becomes more challenging, but it’s not impossible.Through a conversational experience powered by natural language understanding (NLU), the Now Platform® and Microsoft Teams enable collaboration from anywhere. From day-to-day interactions with co-workers to solving technical issues, always-on Virtual Agent is available anytime.Instead of traditional, manual processes and support desks, Virtual Agent simulates an in-person experience while increasing employee productivity. Employees and managers can take action on notifications such as approvals and update the status of a case. Agents can initiate meetings within Teams to resolve major incidents.More than just a tool for chatting, Microsoft Teams is the hub for all employee interaction.Learn more about how LIKE.TG digital workflows and Microsoft Teams are making hybrid work, work for you in our ebook.
Navigating the new challenges of hybrid work
Work changed in 2020, but not just for the lockdown period—it changed forever. It’s become increasingly clear that we won’t return to the old working model.Workers have become accustomed to the autonomy of a remote environment. The 2021 Employee Experience Imperative found that six in 10 employees prefer some amount of remote work. As vaccine rollouts make office work possible again, employers are realizing hybrid is the future.However, hybrid work comes with a new set of challenges. Organizations must put effort into creating the collaboration, experiences, and efficiency the business and its workforce demand.Hybrid work: Avoiding a two-tier experienceMany organizations are thinking about the space challenges of supporting hybrid work. Where will everyone sit? Will there be enough meeting rooms?But there are some other big challenges to consider as well, such as inclusivity. Hybrid environments create a risk of uneven power dynamics between remote and in-person employees—a two-tier dilemma.According to Harvard Business Review, the creation of these power differentials within teams can “damage relationships, impede effective collaboration, and ultimately result in reduced performance.” So, organizations must ensure all workers, whether remote or in person, get a consistent employee experience.5 ways to deliver a consistent experienceAvoiding a two-tier system starts with ensuring all employees—no matter where they work—have the same opportunities for support and collaboration. LIKE.TG and Microsoft Teams are committed to bridging that gap. As of July 2021, Microsoft Teams has 250 million monthly active users.Here are five things we’re doing together to help organizations deliver consistent experiences in this new world of work, for employees and the teams that support them:
Through the LIKE.TG and Microsoft Teams integration, employees can get help in the collaboration tools they use most frequently—from home or the office.
Within the familiar and convenient Microsoft Teams environment, employees can submit and follow up on tickets from anywhere.
With AI-powered recommendations, the LIKE.TG Virtual Agent can provide answers to frequently asked questions by employees, and the power of Predictive Intelligence can help agents efficiently resolve cases as needed.
For more urgent issues, employees and agents can simulate an in-person experience by initiating a video call, chat, or meeting directly in Microsoft Teams.
With always-on virtual agents running in Teams, employees are able to get help from a single place, and in the tools they already use. They don’t need to toggle between apps or waste time finding whom to contact. The Virtual Agent deflects common service requests such as “How much was my last paycheck?” or “When will my benefits kick in?”—reducing the workload for IT, HR, and facilities teams and freeing them to focus on more strategic tasks.
Uniting peopleAs work changes, employees and businesses need tools that bring people together even when they’re apart. By integrating LIKE.TG and Microsoft Teams, you meet employees where they are and increase employee collaboration and satisfaction—lessening the potential of a two-tier experience.Learn more about how LIKE.TG and Microsoft Teams are making hybrid work, work for you in our ebook.
LIKE.TG a Strategic Leader in the 2021 Fosway 9-Grid™ for Cloud HR
Although parts of life have been put on pause due to the pandemic, our relationship with work hasn’t stalled away from the office. But working from home has profoundly changed the structure and flow of work. Employers and employees are collaborating to define what “workplace” means in 2022 and beyond.One of the biggest challenges facing organizations today is how to prepare leaders and teams to succeed in this new world of hybrid work while balancing safety, well-being, and productivity.Leaders are wrestling with floor space reconfigurations to accommodate fewer people at any given time. Some have given up on the notion of a physical office altogether. Others are dealing with diverse workforces, where “return to work” means transitioning employees back into customer-facing environments while navigating COVID-safe requirements.Everyone is trying to create more moments of human connection and figure out how to better collaborate within and across teams—all while balancing the safety requirements a post-pandemic environment demands.Work is taking shape in new waysOver the next decade, organizations across the Asia-Pacific region will face significant skills shortages. But it’s the immediate threat of a mass talent exodus driven by a desire for change and rising job dissatisfaction that has put employee experience (EX) front and center.Burnout and stress are among the top reasons employees say they’ll look for a new job. Asana’s Anatomy of Work Index 2021 found 77% of employees in Australia and New Zealand experienced burnout in 2020. With many struggling, organizations are challenged to keep teams productive and engaged.It’s worth remembering that productivity, at the center of every hybrid discussion, is a two-way street. Managers must be able to trust their people to work effectively, regardless of location. At the same time, employees can’t keep pace if much of their day is spent performing low-value tasks, dealing with bottlenecks, and trying to find information in fragmented systems.The data is clear: Engaged employees contribute more, according to a Human Resources Director article. Whatever the industry, this has a direct impact on customers, patients, and citizens.The “Great Resignation” is timely recognition that employees thrive when they’re empowered to choose how and where their work gets done. It’s a reminder that the post-pandemic landscape isn’t about solving a binary-location equation of either return to work or work from home—it’s about being empathetic to employee needs, wherever they are.
Meet your people where they areWhen the near-universal shift to working from home took place at the beginning of 2020, it revealed significant gaps for many organizations. Even companies that had been flexibility front-runners before the pandemic had to rethink their practices and perspectives.At a Trans-Tasman Business Circle roundtable, Hisham El-Ansary, CEO of Bupa Asia Pacific, explained the past 18 months confirmed his belief: Employers must respond to these new expectations to get the best out of their people—and to attract and retain great talent in a tight labor market.With 85% of Bupa’s 22,000 employees operating in front-line roles—including aged care homes, medical centers, dental clinics, and optical stores—working from the spare bedroom or kitchen table is not an option for everyone. But maintaining connection to the company and to fellow employees wherever they are has never been more vital.Employees expect managers to support individual needs. Parents are desperate to separate home and work life. Employees who’ve flourished while working from home are wary about returning to office distraction. That’s no surprise, given it takes more than 23 minutes to get back to work after any kind of interruption, according to the University of California, Irvine.Roundtable attendees across public and private sectors agreed: The future of work requires businesses to foster greater levels of trust in their people and embrace different ways of working as a competitive advantage to recruit, retain, and motivate.Build from a place of trustIt’s not uncommon for companies to find themselves implementing rules to “police” and manage risks for noncompliance while unintentionally stifling contribution and innovation from others. It’s an old script that hybrid working has flipped. The majority of workers want to show up to work each day and do meaningful work—it’s up to leaders to lay the right foundation to make that happen.The post-pandemic workplace requires a unified experience across all functions—from IT to HR, facilities to legal, and the hundreds of connecting processes in between. It means accommodating contractors and partners with the same level of support and focus.Digital workflows are the not-so-secret sauce in hybrid models, seamlessly blending virtual and physical interaction to deliver brilliant experiences. Employees should be able to access information, systems, and support from anywhere: at home, on the go, or in a workplace.Government agencies around the world have revealed new roadmaps to reopening, including guidance for employees returning to the office. However, the onus is on businesses to keep their people safe. Workers are counting on their employers to put the necessary tools and workflows in place to mitigate the risk of COVID-19 transmission.Data-driven contact tracing and a real-time view of workplace readiness will be prerequisites for many businesses. Some, like Uber, are already using Safe Workplace apps to reopen offices globally.“In the future, workplace apps will become widespread to manage flexible working,” says Eric Swift, vice president and managing director at LIKE.TG Australia and New Zealand. “These will include features like interactive maps so people can navigate around any work site or office they visit, and the ability to let colleagues know what days they will be in and what desk they will sit at, so it’s easier for teams to come together.”Hybrid work is here to stayAccording to the Australian Institute of Family Studies, more than 12 million Aussies have taken part in the great work-from-home experiment, triggering the biggest social shift in the nature of work since World War II. Now, as we prepare to leave lockdown restrictions behind, a clearer view of the new world of work is emerging.Employees are looking for seamless, easy-to-use workplace experiences that mirror the best consumer-facing apps they use in their lives every day. The right tools not only make it easier to get things done, but they also:
Empower people.
Promote well-being and safety.
Actively fuel productivity.
Whether you’re all-in remote, trying a mix, or balancing the complexities of front-line, fieldwork, or head office environments, digital tools will be the foundation for any successful hybrid workplace. By adopting the best of what we’ve learned during the pandemic, leaders can create healthier, safer environments where employees really can do their best work.Learn more about the new world of hybrid work.
LIKE.TG and Adobe: Reimagining employee experience in HR and legal
Responsibilities have increased for many employees over the last year. The combination of job pressures, new virtual work environments, and personal responsibilities has caused employees to feel overwhelmed. In a 2021 Indeed survey, 52% of employees reported feeling burned out, up from 43% a year earlier.For individuals in roles that serve the entire enterprise—such as human resources and legal—this administrative work compounds quickly. Teams can’t be bogged down by mundane, administrative, siloed tasks. The old paper-based and manual administrative processes that served organizations for years have become especially challenging as more work has shifted remotely.LIKE.TG and Adobe are transforming the employee experience using the Now Platform® and Adobe Sign. Let’s take a closer look at how this integration is improving work in HR and legal.Making legal work flowNearly every business process has a legal touchpoint and involves multiple teams and systems—from managing a compliance audit to vendor and employee contracts. As organizations grow, the legal workload only intensifies, and teams need to figure out how to deliver fast results, reduce risk, and meet new demands. Ensuring the right security and compliance obligations are built into legal processes is key.Consider the steps involved in a new vendor contract, for example. This normally requires a great deal of coordination between the department, procurement, legal, and the vendor—waiting for email responses and paper-based signatures.With digitized templates and workflows, the department head can directly access and complete a preapproved contract template online, which is automatically sent to the right people on the procurement and legal teams. E-signatures are securely collected online using an intelligent form that guides people where to sign. Through the entire process, digital workflows provide a clear audit trail and prompts to ensure all compliance boxes are checked.“With LIKE.TG Simple Contracts for Legal Service Delivery, we empower employees to request simple but high-volume contracts with minimal legal intervention,” says Product Manager Nagib Tharani. “The workflow assembles a template contract and routes it with Adobe Sign for signature. It can optionally store the contract in the legal team’s preferred storage system of choice.”According to a Forrester study, Adobe Sign delivers high return on investment, with up to 28 times faster average time to get a signature.Empowering HR processes with digital workflowsHR plays a critical role in supporting business growth, yet the team is often buried deep in repetitive, transactional work. Coordinating everything remotely has made things even more complicated.By digitizing paper-related tasks, such as employee onboarding, LIKE.TG and Adobe are making it easier for employees to get what they need fast while freeing HR workers from mundane tasks so they can focus on the work that matters most.With digital workflows from LIKE.TG HR Service Delivery integrated with Adobe Sign, new hires can fill out paperwork online from anywhere, on any device. Every aspect of the onboarding process is handled digitally—from completing forms to securing e-signatures to routing documents to the right HR team members. The status of every form is automatically tracked in one place, providing simplicity and visibility while ensuring compliance.This same approach can be replicated across nearly every paper-intensive HR interaction—nondisclosure agreements, benefits enrollment, and other standard forms.Boosting employee productivity and engagementHR and legal are ripe with opportunities to unlock greater agility and efficiency by eliminating silos and manual processes. The integration of Adobe Sign and the Now Platform:
Speeds workflows
Ensures business continuity
Unlocks productivity
Enables employees to spend more time on meaningful work that drives growth and revenue
Learn more about how LIKE.TG and Adobe can help digitally transform your organization. You can also sign up for a free 30-day trial of Adobe Sign for LIKE.TG.
Creating a connected, engaging employee experience
The biggest business story of last year was how suddenly and completely the COVID-19 pandemic changed the ways we work and live. Organizations had to look at how they operate, adjust to a hybrid workforce, and further embrace digital transformation.LIKE.TG has been at the forefront of the employee experience awakening. As new challenges emerge, our platform is perfectly suited to respond quickly to market-shifting events so that your workforce can stay productive.Improving business agilityPalo Alto Networks aims to make each day safer and more secure for its 80,000 customers in more than 150 countries. The global security organization deals with a range of regulatory requirements, so making changes and being agile can be complex. Its legal team had multiple systems of record and lacked a streamlined way to engage with employees.The company turned to LIKE.TG® Legal Service Delivery to organize and automate its processes, guided by three main principles: simplicity, transparency, and automation. Within a tight 12-week timeline, the enterprise replaced its existing tool and moved into LIKE.TG in what its experience management director called a seamless move.Reacting to changing business requirementsUber Technologies turned to LIKE.TG when reopening its more than 400 physical locations in 70 countries became a top priority. The first draft of the company’s three-phase return to the workplace was expected to take three to four weeks per site.Instead, Uber worked with LIKE.TG® Safe Workplace Suite to automate and streamline its approach. In two weeks, the company developed an application that protected workers and met changing regulatory requirements. That reduced Uber’s reopening time to only two to three days per location.General Mills, which already used LIKE.TG® HR Service Delivery for its 38,000 employees in 30 countries, got back up to speed quickly when it adopted the LIKE.TG Safe Workplace Suite.The organization gained visibility into the entire lifecycle of its employees’ COVID-19 cases around the globe and created new automations and reporting to make its return-to-workplace efforts more efficient. The mobile enablement also let the company reach employees no matter where they chose to work.Transforming employee services across key momentsDell Technologies found LIKE.TG® Virtual Agent was a great fit when it wanted to create a chatbot. In the first quarter, Virtual Agent serviced about 50,000 chats. With 17 topics, Dell saw 47% deflection, which surpassed the company’s expectations. Interactions that did get transferred to a live representative received a 97% satisfaction rate by callers.Global biopharmaceutical company Bristol Myers Squibb used LIKE.TG® Enterprise Onboarding and Transitions to completely retool its digital onboarding experience. It created a combined portal on its Employee Service Center to provide one-stop-shop access to IT- and HR-related services and knowledge base articles.Download our Employee Workflows Book of Knowledge to learn more about how you can create connected and engaging employee experiences. Whether you want to boost engagement and productivity, manage a safe and efficient workplace, or increase operational efficiencies, you’ll discover how other enterprises are using LIKE.TG to keep employees in hybrid workplaces connected, engaged, efficient, and supported.
Keeping employees safe, well, and productive in hybrid work
Although parts of life have been put on pause due to the pandemic, our relationship with work hasn’t stalled away from the office. But working from home has profoundly changed the structure and flow of work. Employers and employees are collaborating to define what “workplace” means in 2022 and beyond.One of the biggest challenges facing organizations today is how to prepare leaders and teams to succeed in this new world of hybrid work while balancing safety, well-being, and productivity.Leaders are wrestling with floor space reconfigurations to accommodate fewer people at any given time. Some have given up on the notion of a physical office altogether. Others are dealing with diverse workforces, where “return to work” means transitioning employees back into customer-facing environments while navigating COVID-safe requirements.Everyone is trying to create more moments of human connection and figure out how to better collaborate within and across teams—all while balancing the safety requirements a post-pandemic environment demands.Work is taking shape in new waysOver the next decade, organizations across the Asia-Pacific region will face significant skills shortages. But it’s the immediate threat of a mass talent exodus driven by a desire for change and rising job dissatisfaction that has put employee experience (EX) front and center.Burnout and stress are among the top reasons employees say they’ll look for a new job. Asana’s Anatomy of Work Index 2021 found 77% of employees in Australia and New Zealand experienced burnout in 2020. With many struggling, organizations are challenged to keep teams productive and engaged.It’s worth remembering that productivity, at the center of every hybrid discussion, is a two-way street. Managers must be able to trust their people to work effectively, regardless of location. At the same time, employees can’t keep pace if much of their day is spent performing low-value tasks, dealing with bottlenecks, and trying to find information in fragmented systems.The data is clear: Engaged employees contribute more, according to a Human Resources Director article. Whatever the industry, this has a direct impact on customers, patients, and citizens.The “Great Resignation” is timely recognition that employees thrive when they’re empowered to choose how and where their work gets done. It’s a reminder that the post-pandemic landscape isn’t about solving a binary-location equation of either return to work or work from home—it’s about being empathetic to employee needs, wherever they are.
Meet your people where they areWhen the near-universal shift to working from home took place at the beginning of 2020, it revealed significant gaps for many organizations. Even companies that had been flexibility front-runners before the pandemic had to rethink their practices and perspectives.At a Trans-Tasman Business Circle roundtable, Hisham El-Ansary, CEO of Bupa Asia Pacific, explained the past 18 months confirmed his belief: Employers must respond to these new expectations to get the best out of their people—and to attract and retain great talent in a tight labor market.With 85% of Bupa’s 22,000 employees operating in front-line roles—including aged care homes, medical centers, dental clinics, and optical stores—working from the spare bedroom or kitchen table is not an option for everyone. But maintaining connection to the company and to fellow employees wherever they are has never been more vital.Employees expect managers to support individual needs. Parents are desperate to separate home and work life. Employees who’ve flourished while working from home are wary about returning to office distraction. That’s no surprise, given it takes more than 23 minutes to get back to work after any kind of interruption, according to the University of California, Irvine.Roundtable attendees across public and private sectors agreed: The future of work requires businesses to foster greater levels of trust in their people and embrace different ways of working as a competitive advantage to recruit, retain, and motivate.Build from a place of trustIt’s not uncommon for companies to find themselves implementing rules to “police” and manage risks for noncompliance while unintentionally stifling contribution and innovation from others. It’s an old script that hybrid working has flipped. The majority of workers want to show up to work each day and do meaningful work—it’s up to leaders to lay the right foundation to make that happen.The post-pandemic workplace requires a unified experience across all functions—from IT to HR, facilities to legal, and the hundreds of connecting processes in between. It means accommodating contractors and partners with the same level of support and focus.Digital workflows are the not-so-secret sauce in hybrid models, seamlessly blending virtual and physical interaction to deliver brilliant experiences. Employees should be able to access information, systems, and support from anywhere: at home, on the go, or in a workplace.Government agencies around the world have revealed new roadmaps to reopening, including guidance for employees returning to the office. However, the onus is on businesses to keep their people safe. Workers are counting on their employers to put the necessary tools and workflows in place to mitigate the risk of COVID-19 transmission.Data-driven contact tracing and a real-time view of workplace readiness will be prerequisites for many businesses. Some, like Uber, are already using Safe Workplace apps to reopen offices globally.“In the future, workplace apps will become widespread to manage flexible working,” says Eric Swift, vice president and managing director at LIKE.TG Australia and New Zealand. “These will include features like interactive maps so people can navigate around any work site or office they visit, and the ability to let colleagues know what days they will be in and what desk they will sit at, so it’s easier for teams to come together.”Hybrid work is here to stayAccording to the Australian Institute of Family Studies, more than 12 million Aussies have taken part in the great work-from-home experiment, triggering the biggest social shift in the nature of work since World War II. Now, as we prepare to leave lockdown restrictions behind, a clearer view of the new world of work is emerging.Employees are looking for seamless, easy-to-use workplace experiences that mirror the best consumer-facing apps they use in their lives every day. The right tools not only make it easier to get things done, but they also:
Empower people.
Promote well-being and safety.
Actively fuel productivity.
Whether you’re all-in remote, trying a mix, or balancing the complexities of front-line, fieldwork, or head office environments, digital tools will be the foundation for any successful hybrid workplace. By adopting the best of what we’ve learned during the pandemic, leaders can create healthier, safer environments where employees really can do their best work.Learn more about the new world of hybrid work.
New Virtual Agent integration automates time-consuming IT issues
Like much of the workforce, IT help desk teams have spent the past year implementing new tools and processes to adapt to the new world of hybrid work.Many, for example, have turned to virtual agents, AI-powered enterprise chatbot tools that allow employees to quickly resolve common IT issues. Yet, despite the promise of virtual agents, many IT teams still find themselves manually handling everyday incidents. Some of the most common are virtual application and desktop session “resets.”These resets can be caused by a variety of factors, such as networking issues, forgotten passwords, or misalignment with the IT organization’s chosen authentication policies. However, they all have one thing in common: They can be managed by virtual agents but are often still resolved by a slow, manual, IT help desk process.Relieving IT and empowering employeesToday, LIKE.TG and Citrix are introducing a new Virtual Agent integration to help relieve this burden for IT teams. Leveraging LIKE.TG® ITSM and powered by LIKE.TG IntegrationHub, the new solution plugs into the Citrix ITSM Connector app, allowing IT to automate the necessary reset actions within Citrix Virtual Apps and Desktops service.With this integration, reset incidents can be resolved in a matter of minutes rather than hours, empowering teams to deliver fast, AI-powered, self-service experiences to all employees—regardless of their location or even what personal productivity tools they use. From mobile devices to collaboration tools and regular browsers, LIKE.TG virtual agents are available when employees need them.The new integration helps solve a significant problem for IT organizations. Reset incidents are not only time-consuming, but they’re also expensive. For example, IT service desks at organizations may get more than 10,000 reset incidents per year that need to be resolved manually, draining productivity and taking hours to resolve.
Powering productivityThrough this integration with Citrix, LIKE.TG is building on its commitment to advance automated self-service across the enterprise, powering employee productivity and reducing costs for enterprises.Poor employee experiences can have a dramatic downstream impact on customer experiences. Workers at healthcare providers, for example, need simple, secure, and consistent access to software for viewing authorized private patient records and appointment schedules. Slow resolution of IT incidents can impede patients’ ability to receive care, particularly when employees are working from home without access to another device.Brian Nuernberg, manager of IT service delivery at North Carolina-based healthcare network Novant Health, says the organization has been challenged by the IT demands generated by remote work, particularly given the broader healthcare delivery challenges created by the pandemic.“Secure and consistent access to Citrix Virtual Applications and Desktops so that employees have the appropriate level of access to key information is mission-critical,” he notes.“With the Citrix ITSM Connector, we’ve been able to reduce the number of incidents resolved manually by 25%. We expect to more than double that number initially with the new Virtual Agent integration and see it increase as adoption spreads across the organization to unlock more productivity for our employees and provide the best patient experiences.”The new integration is available now in ITSM Virtual Agent Conversations and the Citrix ITSM Connector from the LIKE.TG Store.
Celebrating women’s achievements and reimagining the world of work
On International Women’s Day, we celebrate the extraordinary achievements of women and our collective effort to create a more gender-equal world. The occasion also offers an opportunity to reimagine progress. How can we make our communities more diverse, equitable, and inclusive? How can we make sure women can thrive where we live and work?These are critical questions at a moment of seismic shifts for all of us: navigating the “Great Reshuffling,” exploring new ways to work, reckoning with longstanding social injustice, and many more. The pandemic has changed all our lives in ways we never could have predicted. It has taken an especially heavy toll on women, including working mothers and women of color.According to the Women in the Workplace 2021 study from McKinsey in partnership with LeanIn.Org, 40% of women have considered leaving their organization or changing jobs. “Women are now significantly more burned out—and increasingly more so than men,” the report found.This kind of honest look at our current state shows just how much work remains. It also shows that women are leading and creating innovative paths forward.Helping women thriveFrom my point of view as a chief people officer, fostering an inclusive culture is the future of work and the key to growth for any company. That’s why we’re creating bridges of opportunity for women who dream of careers in the historically male-dominated tech industry.We’re partnering with organizations such as Women Back to Work, PowerToFly, and Fairygodboss—all to help women thrive. From returnship programs to supporting women after a career break to leadership development programs, we want to help women grow into their dream roles.I’m deeply proud of the extraordinary women on our team driving an inclusive people strategy at the core of LIKE.TG’s tremendous growth. This is a team that wants to lead a once-in-a-generation opportunity to make work better for everyone.We’ve made a pact to help our people live their best lives, do their best work, and fulfill our purpose together. When we follow through on that commitment, we help our customers simplify life for their employees and customers. These leaders help us put people at the center of everything we do. They recognize that women at all levels of our company make us stronger.In honor of International Women’s Day, I connected with a few of our many amazing female employees to gain their insights as we reimagine the new world of work.
Creating inclusionKaren Pavlin, chief equity and inclusion officer“The pandemic hasn’t just forced us to work differently. We’re also thinking about work differently. In my role, I want to make sure that people can explore those issues and get support. People will need different things. Everyone has experienced the pandemic in their own way. A large share of women—one in four according to a McKinsey study—are considering leaving the workforce or downshifting their careers because of the impact of COVID-19.“I try to remember that people we work with every day are going through different things all the time. Some are feeling anxious and burned out. Some are feeling liberated by not having a commute or spending more time with their dog. Chances are you’ve had some of these experiences or know someone intimately who has.”Building a better workplace for parentsErica Volini, SVP, partner go-to-market operations“We know that women and moms have been hit especially hard during the pandemic, with 42% of women saying they felt burned out in 2021, compared with 32% who said so in 2020, according to research from McKinsey. As a mother of a young child, I’m committed to changing the workplace and supporting working parents now more than ever.“Employees need to have the resources and built-in support during every moment that matters in their personal and career journeys—from taking leave to supporting a growing family to transitioning to a new position and taking on more responsibility in their careers.”Employee experience innovationsGretchen Alarcon, VP and GM, HR Service Delivery“As a working mom, the demands on my time change frequently (yes, even now that my kids are in college). So, I'm very sensitive to making sure employees can get access to the information they need, whenever they need it, and on any channel—because 11 pm is when someone might need to know about insurance coverage, not the next day.“But the employee experience has often had too much friction—with clunky, manual, and outdated processes that make it difficult to find information and get help. Businesses today must act with empathy to keep employees productive, happy, and engaged. This is especially true as many people reassess their role in favor of opportunities that align with their own personal goals and values. A people-centered employee experience, supported by technology that simplifies work, is critical.”
The evolving role of managersMelanie Lougee, head of Employee Workflow strategy“Over the last two years, managers have been on the front lines of so much change and uncertainty. Their role has evolved into a coach and career adviser, and they’re being challenged to balance their own work, their team’s work, and deadlines while finding new ways to build and inspire culture among a distributed team.“This has been an acute challenge faced by many women in the workforce who, along with navigating the manager balancing act, are balancing more responsibilities at home. Amid this shift, organizations need to create a culture of continuous learning, and they must implement technology that’s personalized to each employee’s needs. A single platform that supports managers in their evolved role will go a long way in the new world of work.”Tech transformationVanessa Smith, senior VP, industries and solution sales“A shift in power between employers and employees means technology is both a driver of productivity and business growth and a tool to support employees wherever and whenever they choose to work. But implementing technology for technology’s sake isn’t enough.“IDC estimates that more than $3 trillion have been invested in digital transformation initiatives globally over the past three years, but less than half of organizations implementing those projects have yet to achieve the expected outcomes.1 A relentless focus on adoption, and partnership across the organization, is what will make digital transformation work for businesses and their employees.”Meaningful workKelly Kent, chief transformation officer"In today’s increasingly competitive talent market, a maniacal focus on the top priorities impacting the business is vital. No one feels invigorated by working on low-value tasks. We need to reframe goal setting with this in mind.“Empowering employees to do more meaningful work and more clearly track their performance against business objectives can have a powerful impact on employee retention and satisfaction. We all want to feel connected and know that our daily work matters. And when we accomplish this alignment, we’re off to a great start enabling employees to also provide great customer experiences.”Find out more about the new world of work.1 IDC Worldwide Digital Transformation Spending Guide, V2 2021; The C-Suite Tech Agenda for 2021: Business Priorities, Hurdles, and Tech Investments, Doc #EUR147497321, March 2021.
LIKE.TG deepens commitment to hybrid work with new wayfinding technology
Companies shifting to permanent hybrid work environments are up against major challenges, including additional investment in new physical experiences for employees. This is complex and expensive. It involves bringing together systems, technology, and teams that have historically been siloed.But with every challenge comes an incredible opportunity to make work better. That’s why we’re excited to announce that we’ve re-platformed Mapwize indoor mapping technology into the Now Platform® in less than a year.Available today, LIKE.TG® Indoor Mapping helps businesses create great employee experiences. Say goodbye to investment in disparate systems and point solutions that don’t work together. Mapwize integrated into LIKE.TG will enhance our already-powerful workplace solutions.Built for the hybrid workplaceIDC estimates that, globally, 20% of organizations with 500 or more employees have either already invested in wayfinding technology or are planning to do so.We’re giving companies the technology they need with our first LIKE.TG Indoor Mapping use case, Workplace Indoor Mapping, an app available in our Workplace Service Delivery solution that makes desk hoteling and wayfinding simple.Workplace Indoor Mapping also offers multi-building wayfinding, which makes it easy and efficient for employees to go from building to building. This means they can focus on the work that matters most with minimal interruptions.Wayfinding technology is only effective when floor plans are accurately captured and kept up to date. Workplace Indoor Mapping helps employees work more efficiently, and it helps workplace managers design functional, accurate, and easy-to-follow floor plans.With Indoor Mapping Studio, also available today, teams can:
Create, edit, and deploy maps in real time to help ensure they’re updated consistently.
Manage surroundings beyond the indoor space to identify points of interest (restaurants, train stations, government buildings) or design elements (trees or logos).
Customize map design for a more personalized style that matches a company’s brand and identity.
Automate most of the map creation process to streamline tasks that don’t need to be monitored or controlled.
“When I joined the LIKE.TG team less than a year ago, I was excited about the potential to help global organizations navigate hybrid work environments,” says Mederic Morel, director of product management at LIKE.TG and former CEO and co-founder of Mapwize.“Today, I’m thrilled to see this vision come to life more fully. With mapping capabilities built into the Now Platform, we have a unique opportunity to empower employees and drive productivity. These solutions will help organizations stay nimble in the ever-changing hybrid work environment.”The hybrid work technology evolutionAs hybrid work becomes the norm, companies know they need to support employees wherever they work. Workplace Indoor Mapping, alongside other new Workplace Service Delivery enhancements, empowers employees to do their jobs effectively from wherever they choose to work.Additional updates help ensure the mundane logistics or tasks associated with going into the workplace fade into the background, enabling employees to easily:
Invite specific attendees and visitors to a reservation and add services such as catering or equipment.
Set preferences and bookmark favorites for locations.
Create hybrid meetings with Zoom or Microsoft Teams alongside reserving a physical space to help engage all meeting attendees.
Hybrid work comes to lifeCustomers across industries and sectors are already benefiting from Workplace Service Delivery to improve the workplace experience and meet employees where and how they work best.As Uber planned for a safe and voluntary return of employees to the physical workspace, it knew technology could help it better respond to changing regulations and uncertainty. Uber used LIKE.TG Workplace Service Delivery and Safe Workplace solutions for self-service workspace reservations, mobile health checks, and more. This helped ensure a seamless transition for employees returning to the office while helping people feel safe and supported.Find out more about how LIKE.TG is helping organizations reimagine the workplace for the future.
Bringing more flexibility to hybrid work
Amid a worldwide surge in COVID-19 cases, many businesses are postponing their return-to-workplace plans once again. As we kick off 2022, for many, a hybrid workplace may be the best solution.Organizations have embraced digital transformation to enable employee productivity from anywhere. Employees have thrived under flexible work arrangements. Today, we’re proud to announce updates to our Workplace Service Delivery solution that enable further flexibility and safety to support the future of hybrid work.The workplace reimaginedAlthough companies may eventually reopen their offices in earnest, the fundamental role of the office is evolving. The workplace is no longer the default location where most employees go every day. Instead, it’s becoming a destination for collaboration and brainstorming, as well as for key meetings.Employees want access to the workplace for this purpose, but only if the experience doesn’t add more hassle, stress, and frustration. They’re making decisions about where and how they work based on their personal comfort levels and needs.4 ways to simplify the employee experienceThe Workplace Service Delivery updates announced today enable flexibility, helping to make it simple and safe for employees to visit the workplace—when and how they feel comfortable. Employees can:1. Book cross-office events. As the office becomes an event center for company meetings and town halls, many meetings will involve teams across various offices. New group reservation capabilities make it easy to book room and desk reservations on behalf of team members or create reservations for workspaces and rooms across multiple locations at once, from desktop and mobile.
Q&A: Meet the skills intelligence leaders powering the future of work
Remote work, the Great Resignation, political and social unrest. The past few years have flipped the talent landscape on its head, and employees are rethinking what they want from work.At the same time, companies know they need to recruit, develop, and retain a workforce that can respond to evolving business demands. As the relationship between an employee and employer evolves, talent strategy must get personal. Companies need to know their employees’ skills, interests, and goals to provide meaningful and impactful work experiences.That’s why I’m thrilled LIKE.TG is deepening its commitment to talent solutions and the future of work with the acquisition of Hitch Works, a skills mapping and intelligence company. Hitch will add a new layer of AI-powered skills insights to the Now Platform to help customers address talent gaps. It will also tie employee learning and development to workforce planning and more effectively match people to projects—all from a single platform.As part of the acquisition, we’re proud to welcome two accomplished leaders to the team, Heather Jerrehian and Kelley Steven-Waiss. The pair built Hitch to make work more meaningful and purpose-driven. At LIKE.TG, they’ll continue to build solutions to help customers address talent gaps and make work better for everyone.
I sat down with Heather and Kelley to learn more about their backgrounds and get their perspectives on the future of skills technology.Q: Why LIKE.TG and why now?Heather: The market is here, and the moment is now to be the leader in skills intelligence. Joining forces with LIKE.TG allows us to scale our skills-related capabilities across a wide ecosystem of business leaders, managers, and employees—and be at the forefront of the future of work.To rapidly deliver our skills intelligence and talent mobility solutions to the global market, we needed a strategic partner whose vision, mission, and values aligned with ours. At Hitch, we’re passionate about making work more meaningful and purpose-driven. LIKE.TG’s relentless focus on making work better for everyone—and doing so collaboratively, inclusively, and with humility—resonated with us and was apparent from the very first meeting.Kelley: LIKE.TG and Hitch are aligned in our shared purpose to change the world by making work better for everyone. We share a belief that a productive and engaged workforce is the greatest asset of the organization. Creating a great employee experience is critical to supporting business agility. People are more than the job they’re doing today. They have an amalgamation of personal and professional experiences and skills that we need to make visible to drive positive outcomes.As we emerge from the pandemic and combat the Great Resignation, we’ve realized the extent to which the employer value proposition is centered on employee experience. People need to be seen, valued, and heard. On top of this, employees want a single place to consume content, get work done, learn new things, and connect to information—and it needs to be consumer-grade and easy to use.With LIKE.TG, we have an opportunity to make the vision of Hitch a reality to win as the leader in workforce skills solutions.
Q: Where do you see the skills management/employee development market heading in the next 3–5 years?Heather: Employees today expect their workplace technology to be highly customized and consumer-grade. Digital tools need to be intuitive, on-demand, connected, and collaborative.The same principles apply to skills management and employee development technologies. Although formal development planning happens a few times a year, employees are constantly learning on the job, in the flow of work, through informal conversations with colleagues and mentors, in virtual classrooms, on apps—and this list is not exhaustive.In the future, I predict that AI-powered skills intelligence will bring these learning systems together and allow companies to have unprecedented, real-time visibility into the skills of their workforce. This will allow companies to tap into internal capacity, be more intentional about upskilling and reskilling, and promote and develop employees based on what they know, not who they know.Kelley: As many organizations are starting to realize, we’re living in a world that doesn’t stand still, and neither do skills. Employees are constantly looking for opportunities to learn and grow in their career. Skills are the new currency and will become the basis for making recommendations about learning, roles, mobility, etc.People will need to reimage themselves and build a muscle to learn, unlearn, and relearn throughout their careers. As such, skills management needs to be dynamic and smart, capturing the movement of skills as they change by role, industry, and discipline.In the employee development market, we expect learning to become more about experience and outcomes versus content. Technology will need to enable learning in the flow of work and be customized and personalized. Users will want it all in one place, which puts LIKE.TG at the epicenter of this evolution.Q: Any unique/favorite examples of learning experience technology in action?Heather: In January 2022, Hitch launched a skills intelligence accelerator program open to all companies, not just customers. This was born from repeated discussions in which customers told us they didn’t know how or where to start on their skills-based work journey. This is an emerging and increasingly relevant space. However, there’s no playbook.In a matter of weeks, diverse yet like-minded companies came together in a monthly virtual roundtable to exchange ideas with luminaries in the field of skills-based work. The program addressed questions such as:
How do you gain visibility into organizational skills and capabilities?
What people-related processes and policies are impacted by moving to a skills-based enterprise?
The resulting insights have been priceless. We’re on the path to the future of work where barriers to entry are low, participants are diverse, discussions are problem-based, and collaboration is technology-enabled.
Kelley: When we first released Hitch to our early customers, we created apprenticeship opportunities that paired employees with experts in different fields to learn new skills on the job and in the flow of their daily work.This idea later became the impetus for feature developments such as skills-based mentor matching and non-obvious career path offerings based on matching people with adjacent skills. It was also the start of our work on the proprietary algorithms and skills intelligence engine powering our platform and the direct link to learning content via learning management systems and learning experience platforms.Since then, our customers have used this applied learning as a strategy to empower employee development by offering insights into new career pathways based on skills. Doing so allowed our customers to drive a great employee experience and proactively build a supply chain of critical skills from the inside.Q. What’s the best career advice you ever received?Heather: Ask for 100%, 100% of the time. A friend shared this with me. I thought it was brilliant and also terrifying because it can be difficult to ask for what you want. I’ve found it easier to advocate for others than myself, so I use this as a reminder that the worst thing that can happen is someone says no.Kelley: I would say 1) Do what you love, and success will follow; and 2) Take the opportunities that scare you to death because that’s where you’ll learn and grow the most.Find out more about how LIKE.TG is helping organizations power the workforce of the future to create unified employee experiences.Use of forward-looking statementsThis blog contains "forward-looking statements" about the expectations, beliefs, plans, intentions, and strategies relating to LIKE.TG’s acquisition of Hitch Works Inc. Such forward-looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. We undertake no obligation, and do not intend, to update the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include, without limitation, the inability to assimilate or integrate Hitch’s technology into our platform; the inability to retain employees of Hitch after the transaction closes; unanticipated expenses related to Hitch’s acquired technology; potential adverse tax consequences; disruption to our business and diversion of management attention and other resources; and potential unknown liabilities associated with Hitch’s business. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.
Survey says: Total experience-focused companies outperform
Now, more than ever, the employee experience (EX) and customer experience (CX) are intertwined. Improving CX has a positive impact on EX, and vice versa.“Companies that excel at experience delivery don’t think of the two as separate,” notes Dave Wright, chief innovation officer at LIKE.TG, in the Summer 2022 issue of Workflow Quarterly. “Instead, they align EX and CX to multiply the effects of each. Rather than tracking and improving one or the other, they’re looking for ways to do both at once.”Indeed, organizations are aligning the two to create a positive total experience. To that end, 69% of 1,000 executives surveyed by LIKE.TG and ThoughtLab have modernized their IT platforms. According to our respondents, this was the single most effective move to align customer and employee experience.Other steps include collecting customer and employee feedback, digitizing customer processes to boost employee productivity, and measuring how employee engagement affects customer retention (see Figure 1).
Figure 1. Top steps organizations have taken to drive total experience effectivenessTotal experience benefitsGreater revenue is the No. 1 advantage of aligning CX and EX, according to 60% of respondents. In addition, organizations benefit from better products and services, new business models, and improved reputation.More specifically, organizations that embrace total experience tend to see:
Greater customer retention
Higher-quality customer service
Heightened ability to attract customers
Improved data security and privacy for customers
Interestingly, these organizations also benefit from improved:
Worker health and safety
Employee data privacy
Teamwork and collaboration
Staff loyalty and retention
4 steps to optimize a hybrid work environment
Work is no longer a place. It’s an activity that can and does happen anywhere. As such, it’s given rise to hybrid work, which combines the collaborative atmosphere offices provide with the perks of working remotely. This model gives employees flexibility in their workdays and better work-life balance.It also has the potential to positively affect diversity, equity, and inclusion, according to McKinsey. That’s because underrepresented groups are the most likely to desire flexibility, the 2022 Future Forum Pulse Summer Snapshot reveals. By race or ethnicity, the report identifies Americans who prefer hybrid or fully remote work as:
88% Asian/Asian American
83% Black
81% Hispanic/Latinx
79% White
A flexible or hybrid work environment fosters inclusion. And an inclusive company culture is seven times more likely to be rated high-performing by its employees, McKinsey finds. Let’s explore four ways your organization can effectively manage a flexible work environment.1. Maximize the potential of hybrid workHybrid work isn’t going away. Managing it requires a fresh approach to project management. Traditional, project-based delivery methods fail to meet today’s business needs. The key to success is aligning investments to business value, but how?Watch our Hybrid work management webinar to find out how forming teams around products can facilitate favorable outcomes. Adopting a product-centric rather than project-based delivery method can help you identify and overcome bottlenecks to focus on providing the highest customer value.2. Put employees firstThe employee experience directly affects the customer experience, so it makes good business sense for organizations to prioritize their employees. Do your employees have the resources they need to do their best work? Empower them at every touch point, from onboarding all the way through offboarding.In Reimagine the workplace and support the hybrid workforce, leaders from NielsenIQ and the UK’s Department for Environment, Food, and Rural Affairs discuss various aspects of hybrid work. Gain insights on the future of the workplace, real estate management, and employee productivity.3. Connect people, places, and technologyKeeping employees connected while enabling their flexibility can be a challenge. They rely on you to provide the services they need, whether they’re navigating an office space, collaborating with co-workers, or looking for answers to questions. And they want seamless experiences both virtually and in person.Empowering your hybrid workforce requires transparency to effectively nurture people and increase employee engagement. Get tips from human resources innovation partner Leapgen and biopharmaceutical company AstraZeneca.4. Plan for successA winning hybrid work strategy at any organization comes down to the policies and practices in place. In Hybrid work: Planning for what comes next, HR industry leader Josh Bersin shares findings from his The Hybrid Work Playbook to help inform organizational policies.You’ll learn how companies are redesigning their workspaces, the significance of employee feedback, how to help managers of remote and hybrid teams, and ways to upskill workers.
LIKE.TG named a Leader in Enterprise Service Management
We’re thrilled to announce that LIKE.TG has been named a Leader in the Forrester Wave™: Enterprise Service Management (ESM), Q4 2021. We believe this recognition validates our industry position and continued investment in workflow automation and capabilities addressing employee service delivery across the enterprise.Modernizing service deliveryLIKE.TG helps drive efficiency and collaboration to improve service experiences by providing a digital foundation that connects end-to-end process flows. Instead of delivering services separately by functional domain, services can be delivered in a manner that:
Connects systems and departments
Provides shared visibility across all services
Gives enterprises the ability to continuously improve services and processes using low-code tools
For example, the global business services team at Equinor, an international energy company, wanted to modernize service delivery, but its departments used different systems. Workflows could involve as many as seven departments for any request.To unify its fragmented environment and improve speed and quality of service, Equinor switched to ServiceNow. This move enabled Equinor to deliver global business services to approximately 49,000 stakeholders. They now have one centralized place to go to raise a request, with an experience that’s efficient and seamless.Improving employee satisfactionLIKE.TG also provides a modern employee experience platform for the new world of hybrid work. Instead of facing the complexity of threading together siloed processes, the Employee Center helps employees navigate to the right information, support, and systems at the right time from wherever they are.Experiences are personalized, and everything the employee needs is at their fingertips in one connected experience. When employees feel supported, they’re more likely to remain engaged, provide better customer service, and be loyal to the company.For example, Sanford Health strives to produce a five-star service delivery experience for its 50,000 employees so they can focus on taking care of patients.With the help of LIKE.TG, the organization created a unified service portal—a single source for employees to go to for answers to questions. As a result, 97% of cases were completed within service-level agreements, and employee satisfaction improved due to the case resolution rate.Empowering employeesTo accelerate digital innovation, LIKE.TG helps organizations build new applications with low-code at speed and scale so employees can get the services they need. With skilled developers in short supply, organizations can meet the demand for faster application development and rapid automation by looking to business users, or citizen developers, to digitize new services or extend existing ones with low-code tools.Canadian energy company Suncor brought in LIKE.TG to replace its aging IT ticketing system. As strong interest in the platform arose from other parts of the business, including HR and supply chain, the organization built a dedicated development team to extend LIKE.TG capabilities.Using low-code, that team developed an application in just a few days, with a 90% reduction in application development effort.
Turning a vision for better employee engagement into reality
When you visit the About section of a company’s website, you probably expect to find information about the company’s culture and values. In how many cases are those statements more hype than reality? Does the company do the things it needs to do to help its employees be their best?It’s never been more critical to foster employee engagement and productivity. Attracting, nurturing, and retaining the best and brightest talent has always been a challenge—regardless of the economy’s ebbs and flows. More human resources leaders are recognizing the employee experience is a crucial component to success.Changing employee expectationsA big part of the challenge is that employees are bringing new expectations to the workplace. Their experience as digital consumers has shifted their ideas about how work should function.Today’s employees want self-service tools that allow them to find answers fast. They expect easy access to information. They want an intuitive way to request the resources and tools they need to do their jobs. In other words, work shouldn’t be a lot of work.LIKE.TG is helping companies create compelling, seamless, and consistent employee experiences with a single, holistic platform. It provides the foundation that allows organizations to streamline and optimize the employee experience in three areas: people, places, and global business services.
Empowering workersA great employee experience can do a lot more than make work easier for employees. It can free them to focus on high-value tasks instead of administrative minutiae. It also confirms an employer’s message that its people are its most valuable asset.Great employee experiences prove a company is willing to invest in talented workers and give them what they need to thrive.Rethinking workspacesToday’s workplaces aren’t just locations to plug in devices and attend meetings. They’re places to connect and collaborate virtually or face to face.Organizations that want to improve employee engagement in this age of hybrid work need a fresh perspective on what it means to be an employee—a definition that’s constantly evolving. Employers must bring together people and places safely with the digital tools to reserve and redefine workspaces, support visitor processes, and enable creativity and productivity.Promoting efficienciesModern enterprises aren’t confined by borders. Their employees can work from almost anywhere.To maintain the consistency that’s essential to a great employee experience—and keep the cost of employee services in check—many businesses are embracing global business services. These services help innovative organizations seamlessly deliver standards and quality no matter where or how employees choose to work.Numerous LIKE.TG customers are already reimagining the employee experience and creating the type of workplace that empowers their people to reach new heights. Read their stories in our Book of Knowledge: Employee Experience.
Employee experience: How we can tackle the Australian skills shortage
The Australian IT sector is at a crossroads. The industry is rapidly growing, with the demand for new technology services and projects at an all-time high, according to Deloitte and the Australian Computer Society (ACS). But the ongoing shortage of workers is impacting the employee experience and the sector’s ability to deliver.COVID-19, border closures, and limited immigration have combined into a perfect storm for employers seeking the right skills. The IT industry is no exception. But, unlike many industries whose workforces have been upended as a result of the pandemic, the tech sector has long been plagued by labor supply issues.Broader talent opportunitiesDomestically, a small population and long-term underinvestment in the right education, skills development programs, and training opportunities have left the Aussie technology industry struggling to sustain itself. As a result, many firms look further afield for the right talent. Yet, national immigration policies continue to materially impact the ability of many organizations to quickly acquire skills from the global job market.Australian businesses are now battling many countries facing similar challenges. Reopening the nation’s borders will provide some welcome relief, reducing pressure on local workers and delayed projects. Opening new skilled labor pathways, broadening fast-track schemes, and reducing immigration requirements can further ease pressure—especially as the global talent war heats up.The industry also needs to change its expectations around minimum skills requirements and be open to upskilling non-traditional candidates to fill in-demand roles. Structured, career hire programs should focus on attracting people from diverse groups, including a range of socio-economic backgrounds, educational experiences, and mature workers looking for new opportunities.
The power of partnershipAn overall rethink on how Australia’s governments and industry come together to build skills—and reskill—is also needed to solve the sector’s skills shortage. A focused, strategic approach is required, with governments, industry, and education providers coming together to evolve and implement coordinated policies that ramp up the nation’s skill base.Good progress has been made, as evidenced by the Skill Finder Platform and the Victorian Government’s Digital Jobs program. But there’s still plenty of room for growth and increased investment in more state and national programs.At LIKE.TG, we’ve been proactive in developing initiatives to increase our own local workforce. We combined with our partner ecosystem, training provider MEGT, and TAFE NSW for the NextGen Program. This offers candidates at any career stage a pathway into the tech industry, without requiring a degree.Through our partner network, we provide candidates with on-the-job training alongside structured learning at TAFE. This year, we plan to significantly scale the initiative to make a real dent in our supply shortage.The employee experience equationRetaining IT staff in a post-pandemic world will be top of mind for many businesses in 2022. COVID-19 has created a new breed of worker who’s more interested in flexibility and a family-friendly workplace, with streamlined processes for working anywhere, anytime.Shaping a winning employee experience can help ensure greater loyalty, reduce turnover, and pay long-term dividends. Even better, a great employee experience has been shown to improve customer experience too.Employers with a culture that supports hybrid and remote work and an ethos that focuses on outcomes versus time in the office will have the most success in attracting talent. Hybrid work is here to stay, and businesses need to look at how they integrate this model into their long-term plans.
At LIKE.TG, we’ve invested heavily in reinventing our office space, creating more collaboration areas and including key amenities, such as a game room, barista-café, and gym. This helps our teams work more creatively while improving employee well-being.Key areas for organizations to improve include work-life balance, training and development, and benefits. The Australian IT sector can only continue to grow if the industry and government step up to focus on employee development and skilling initiatives.The approach must be multifaceted and include:
More partnerships between government, industry, and training providers
Faster, simpler immigration requirements
Broader pathways to enter the industry
Employee experiences that attract and retain workers for the long-term
The future of the industry—and its workforce—depend on it.Find out how LIKE.TG helps organizations improve the employee experience.
New world of work: The great re-evaluation
The “Great Resignation” put employees in the driver’s seat. A new LIKE.TG-commissioned survey suggests that Canadian workers are re-evaluating their workplace priorities.This has led to a shift in what Canadian workers demand from potential workplaces, forcing employers to reconsider their overall experience offerings.Canadian office workers now expect something more fulfilling and meaningful than a paycheck. In order to attract and retain talent in the new world of work, local employers must look beyond traditional workplace policies and compensations.In search of greater flexibility and fulfillmentAs companies move toward a hybrid work model, many employees are weary of the challenges caused by work-from-home (WFH) culture. Difficulty unplugging and increased burnout continue to be issues for many Canadians and are some of the top reasons office employees considered leaving their jobs. Despite that, employees did enjoy some of the perks of WFH, especially the freedom to work their preferred hours.Beyond the desire for more flexibility, Canadian office workers want digital tools that make everyday work simpler, easier, and faster. Specifically, they’d like machine learning to handle the tasks they find tedious.As artificial intelligence (AI) technology becomes more available and convenient, employees are looking to AI to automate their menial work tasks. AI offers the potential to decrease stress and burnout while freeing employees to focus on the more essential and fulfilling aspects of their jobs.Click the image below to see an infographic of our key findings from an online survey in Canada.Accessibility note: The infographic is transcribed at the end of this blog.
The Great Re-Evaluation is underway. Canadian employers must evolve with employee expectations to attract top talent. Find out how LIKE.TG helps organizations prepare for and embrace the new world of work.Transcript of infographicThe Great Re-Evaluation Has BegunEmployee experience matters more than ever.Find out why employers need to meet evolved employee expectations to attract and retain talent.Cash is not kingIn the battle for talent, high salaries do not trump tedious work.71% of Canadian office workers would never take a frustrating or unrewarding job, even for higher pay.And...they also want purpose.In a time when people are rethinking what matters to them, there is an increasing trend to do work that is more meaningful and contributes to larger societal goals.Flexibility is desiredThe most attractive thing an employer could offer Canadian office workers is flexibility in work hours.48% of office employees say the freedom to work preferred hours would inspire them to move to a new organization.But...they also want to keep those hours reasonable.Increased burnout (32%) and increased work hours (28%) are the top reasons office workers would leave their current jobs.Let them unplugThe pandemic has created many challenges that continue two years later.41% – Difficulty unplugging is one of the top challenges of working remotely.27% – This is one of the top reasons Canadian office workers would leave their current job.Canadians are looking to AI to reduce stress and burnout and free up time.Canadian office workers feel the benefits of artificial intelligence include the potential to:
Reduce stress – 46%
Free up time – 33%
Reduce burnout – 23%
Solutions that help employees unplug are one of the most attractive things an employer could offer office workers.2 in 3 want their employers to invest more in solutions that reduce menial tasks.82% - 8 in 10 Canadian office workers see automation as the most beneficial application of AI at work, especially when used for IT services, computer backups, analytics and reporting, routine tasks, spreadsheet-based processes, and more.Good news—change is at your fingertipsIn 2022, AI is an accessible and powerful tool to make an employee’s work faster, easier, and more accurate.Discover how LIKE.TG can help drive the change Canadian office workers want to see.Start nowThis online survey was facilitated by Asking Canadians. The study was in field between Jan. 10 and 18, 2022, and surveyed a nationally representative sample of 1,501 English and French-Canadian office workers working in companies with 500 or more employees.
3 ways to supercharge HR digital transformation
Human resources (HR) digital transformation isn’t just a switch you can flip. It’s a never-ending process that starts at different points for every organization and team. When I meet with HR leaders across industries, I’m always excited to learn about their unique, complex challenges.As we stare down a new wave of economic uncertainty, it’s never been more important for HR leaders to make a strong business case for HR digital transformation, whether for our CEOs, boards, or investors.In a survey by Fortune and Deloitte, 76% of CEOs said they have a “pessimistic” 12-month outlook for the global economy. Especially in this climate, business leaders want to know what kind of value they’re getting from their technology investments. They also want to improve productivity and efficiency across the workforce.I know from experience how difficult it is to implement massive HR changes at a global organization, no matter the global economic pressures. That’s why I joined LIKE.TG: We offer a world-class platform that delivers tremendous value for our employees, managers, and company. We do this for our customers too.HR leaders need new ways to deliver for their people and drive business success. As an HR business leader, I want to share three ways a company can supercharge its HR digital transformation.1. Integrate HR and digital technology teamsHR and digital technology (DT) teams need to integrate their functions and rewire their partnership to be more strategic, predictive, and proactive.People already have consumer-grade technology that simplifies their lives in radical ways every day—from ordering a ride to filling a prescription. They expect the same at work. HR and DT teams need to align to deliver that experience, which unlocks their talent advantage and business growth.With that integrated vision and partnership at the top of our company, our HR and DT teams can set achievable key performance indicators and better understand our processes. Together, we focus on three imperatives to measure our progress:
Velocity: Innovate quickly to remain competitive and drive ongoing success.
Intelligence: Move away from manual reporting to real-time predictive analytics.
Experience: Create great employee and customer experiences that minimize both costs and inefficiencies.
Years ago, when a LIKE.TG employee had an issue—anything from requesting a cellphone to getting an approval for business travel—our self-service tool only handled a fraction of those transactions.HR and DT worked together to improve the AI and machine learning for our digital self-service tool. In 2022, it handled about 80% of employee questions and issues, even at higher volume, for our growing, global workforce.
2. Invest in the right technologyWhen companies cut costs, some leaders think they can’t prioritize the employee experience. This is a misconception. An exceptional employee experience doesn’t need to be expensive. Thoughtfully curating experiences for employees and managers can boost employee productivity and engagement while saving time and resources for organizations.HR leaders need digital solutions that automate tasks and insights to help them predict what their people need. When customers work with LIKE.TG to streamline the employee experience with HR Service Delivery, they don’t have to spend a fortune upgrading or buying new systems. They can simply connect their existing systems to the Now Platform for an improved experience.This simplifies enterprisewide activity into a single, integrated view. Then we offer great experiences across the platform, integrating tools in one place for employees.For example, when Delta Air Lines needed to launch a one-stop shop to support its 75,000 people during the pandemic, LIKE.TG helped build it in just 48 hours.Beyond the experience, the Now Platform offers tremendous return on investment (ROI). In 2021, Forrester Consulting studied the potential ROI of deploying LIKE.TG HR Service Delivery at several companies. The study showed that organizations aiming to improve workplace productivity could see:
Increased ROI (up to 254%) and savings (up to $7.62 million) over a three-year span
More than 10,000 hours saved by using self-service for up to 80% of repeat inquiries
Up to a 30% boost in productivity during onboarding and offboarding
3. Create a single viewHR teams have a similar set of daily questions, ranging from how to attract and retain great talent to how to progress on diversity, equity, and inclusion goals.HR leaders are looking for ways to make those decisions based on the data and insights available to them. They want to distinguish the signal from the noise, and they need to visualize data in real time rather than waiting for lagging reports.That’s why LIKE.TG built the CHRO Dashboard on the Now Platform. The dashboard offers a control tower view with easy access to insights, from the enterprise level to functions, down to teams and individuals.Within a few minutes and clicks, I can gather data on an emerging issue—a bump in the attrition rate in a particular location, for example—and take action to resolve it in real time, on the go. It helps us make data-driven decisions quickly using the most relevant, timely insights—all to create a better experience for our people.Find out more about how LIKE.TG helps HR digital transformation.
4 ways Manager Hub simplifies the role of the manager
The workforce is facing massive disruption. A skills shortage is challenging leaders to rethink their talent strategy. And 81% of workers feel at risk of burning out, according to a study by Mercer.At the same time, employees are reevaluating what they want from work. A lack of flexibility and limited opportunities for advancement are among the top 10 reasons U.S. workers left their jobs in 2021, according to Pew Research. Business leaders today know that the employee experience will remain critical amid every workforce challenge they face now and in the future.The evolving role of the managerManagers sit at the center of this workforce disruption. As the connective tissue between an organization and its employees, their role is more complex, and more important, than ever before.Over the last few years, the function of the manager has evolved from a driver of deadlines to a coach who connects employees to the right projects, roles, and resources. People leaders need to focus on team well-being, ensuring employees have the right tools and opportunities to be successful from anywhere.Unfortunately, the technology managers use every day wasn’t built for them. They deal with too many point solutions that don’t work together. A study of Fortune 500 companies revealed U.S. employees toggle between apps and websites roughly 1,200 times each day. What if we could change all that?Introducing Manager HubLIKE.TG® Manager Hub is a purpose-built destination that provides personalized resources to help people leaders stay informed and engaged with their teams. It streamlines work so managers can focus on their people, not processes.We launched Manager Hub as part of the Now Platform® Tokyo release. Based on hundreds of hours listening to the unique needs of our customers and their employees, it’s a single platform that powers the entire manager experience.
Unlock AI-powered efficiency with HR shared services
Updated Oct. 5, 2023More than two decades ago, organizational theorist Dave Ulrich recognized a problem: Most businesses were underusing human resources by treating it like an administrative function rather than a strategic powerhouse.UIrich introduced the concept of HR shared services, a model that aims to boost the strategic impact of HR teams by streamlining legacy systems to drive greater agility for employees and improved cost savings for the bottom line.An uncertain labor market, inflation, and increasing pressure to cut costs have raised the stakes for HR. As a result, executives are showing renewed interest in Ulrich’s model. Let's look at how unleashing an HR shared services strategy can transform your HR function and team.From chaos to clarityAs Ulrich discovered, navigating HR services can be an arduous task for employees. Agents and users must grapple with fragmented service centers and outdated systems while facing a lack of transparency throughout their processes.In the realm of HR service, visibility remains a considerable challenge. Service teams often find themselves operating in silos, impeding their ability to gain comprehensive insights into their service operations. This leads to a cumbersome experience for employees, who must navigate multiple portals, often with limited self-service capabilities.In this complex landscape, both sides of the service request process crave an improved and seamless experience. Solving this is about more than enhancing efficiency; it's about streamlining operations, reducing costs, and saving time for HR organizations.AI for better self-serviceIn Ulrich’s original vision for HR shared services, the three branches of HR—Centers of Excellence, service centers, and business partners—could share resources and best practices. AI wasn’t part of the mix.Today, however, HR teams can automate many repetitive tasks with AI capabilities to create a smarter, more connected experience for the whole organization. Modern digital platforms can perform microlevel tasks, such as automatically:
Handling a new hire’s onboarding experience
Serving up a quick how-to guide to a manager after a stressful meeting
Unlocking AI to make it easy for users to get what they need with a 24/7 Virtual Agent that understands their requests in natural language
With the power of AI, organizations can deliver relevant information, make predictions and recommendations, and automate repetitive tasks. These outcomes enable employees and customers to focus on areas humans excel at: creative thinking, customer interactions, and unpredictable work.
How teams benefitAdopting AI as part of your HR shared services plan can deliver the capabilities, security, and analytics you need to help people work easier, faster, and smarter. When businesses switch to a shared services model, the whole organization can benefit in four ways:
Supercharged productivity – Embracing a shared services strategy creates new opportunities to inject productivity into all areas of the organization. Using AI to elevate solutions, products, and employee workflows can free employees to focus on the work that's most important and rewarding.
Automation and consolidation – Using automation can simplify the number of tools and systems that need to be maintained. Content governance can help ensure self-service information is continuously relevant and effective.
Business resilience – Under a shared services model, HR uses its resources more efficiently, allowing teams to respond faster. AI and automation help free HR decision-makers for high-level planning, meaning no conversation happens without HR’s input.
Cost and time savings – Streamlining processes helps reduce costs and save time for employees. The division of labor is more efficient since experienced HR professionals can handle strategic decisions while other teams take care of lower-hanging fruit.
AI-powered HR shared services in actionAs a company dedicated to fostering connections and delivering happiness, Zoom embarked on a journey to enhance its employee and customer experiences. The company partnered with LIKE.TG to optimize its internal processes and provide exceptional support for its 8,000 employees, affectionately known as "Zoomies."With historical growth, Zoom had acquired various disconnected tools. The company realized it needed to better connect its employees to align with its culture of delivering happiness. LIKE.TG AI-powered HR and IT solutions enabled Zoom to consolidate all its employee services and support into a unified service portal called AskZoomPX.Offering consumer-grade self-service, AskZoomPX became a one-stop shop for HR services and knowledge base articles, averaging 2,000 monthly tickets. This empowered Zoom employees, especially new hires eager for self-service info, to find what they needed when they needed it.By centralizing support, LIKE.TG helped Zoom reduce mean time to resolution (MTTR), resulting in significant annual cost savings. Zoom reduced simple queries by 75%, freeing agents to focus on strategic tasks. Providing a single source of truth, this centralization also led to more resilient IT and HR services and better-informed decision-making.Partnering with LIKE.TG, Zoom upgraded its employee experience and improved its IT service efficiency while maintaining its dedication to connecting people and delivering happiness.Find out more about building an HR shared services strategy to drive productivity while boosting bottom-line benefits.
4 steps to an engaging employee experience
Businesses face tough competition for employees in today’s job market. According to McKinsey research, 89% of employees want to feel they’re living their purpose. For 70% of survey respondents, that sense of purpose is largely tied to their work. If an employer doesn’t meet that need, many workers will flee to a company that does.Cultivating a climate that helps workers fulfill their purpose is vital—and can lead to increased employee satisfaction and decreased turnover. Here are four steps to help you create an attractive, engaging employee experience.1. Know what doesn’t workPromoting an inviting atmosphere is as much about knowing what doesn’t work as it is about knowing what does. Research firm UNLEASH surveyed 1,000 organizations to glean insights about unsuccessful human resources (HR) projects.Discover the findings in our Why HR projects succeed webinar. You’ll also learn the steps NASA, DHL, and Amazon took to elevate their employee experiences.2. Meet employees where they areIn today’s hybrid world of work, some employees work in the office, while others work remotely. Managing both personas can be challenging. How do you meet the needs of one group without isolating the other?Gain insights in Managing a dual workforce. The panel discussion of HR experts includes global HR analyst Josh Bersin, as well as HR leaders from McDonald’s, food company Mondelez, and transportation company Ryder System. Get up to speed on the latest trends and discover the benefits of an omnichannel employee experience.3. Create connected experiencesSixty percent of remote workers feel disconnected from their co-workers, according to Pew Research Center. Less connection can lead to less engagement and commitment and, ultimately, employee departures. Your workers depend on you to create experiences that help them feel connected to their colleagues and the company.In Redesigning work, two LIKE.TG transformation officers give pointers on how to start thinking differently about hybrid work. Learn ways to:
Attract and retain talent
Drive worker productivity
Personalize the employee journey
Support managers
Find out how LIKE.TG unified the employee experience internally using our HR Service Delivery and Workplace Service Delivery solutions.4. Simplify employee exitsTurnover is inescapable, no matter how connected and engaging your employee experience might be. Help departing workers exit with grace by streamlining offboarding. Watch our Managing employee exits webinar for tips. A LIKE.TG business analyst and a people product director detail how we simplified the LIKE.TG offboarding experience through automation.
