Putting EX at the centre of hybrid working

In a competitive job market, giving employees the option of flexibility is key for attracting and retaining talent. Earlier this year, Gallup research revealed that 54% of Americans work remotely and 38% of hybrid employees would rather quit than return to an office full time. Hybrid ways of working are no longer a necessity of the pandemic, but instead underpin the future of work.

A big part of getting hybrid working right revolves around ensuring the employee experience (EX) is as seamless as possible. People need to be able to easily work together across devices and locations, no matter where they are based. It is all well and good offering flexibility, but if the execution is poor, the experience of employees will be negatively impacted.

Ultimately, putting EX at the centre of the business is essential. For this to happen, organisations need to rethink everything from leadership communication to their processes and policies. They also have to look carefully at their technology stack, assessing the digital tools they have in place to make employee-centric hybrid working a reality.

Why is EX important in hybrid environments?

With more than 80% of organisations adopting hybrid working, workforces are now more distributed than ever. Triggered by the pandemic, the shift has been made possible by the mass move to omnichannel digital-first approaches – and this has reset employee expectations dramatically.

In a hybrid world, employees expect the frictionless interactions they receive in their everyday lives. Digital is the standard and whether people are working from home, in the office or from another location altogether, organisations need to deliver smooth experiences across all devices.

To do this, they have to ensure people can collaborate with their colleagues effectively, that IT issues are fixed quickly and that employees are able to execute daily tasks in a productive, streamlined way. They also need to account for the fact employees are individuals, and that there’s not necessarily a ‘one-size-fits-all’ approach to creating a successful hybrid working environment. This means closely considering a number of factors, including performance, wellbeing and productivity.

Fortunately, more businesses than ever before are doubling down on EX, especially amid talent shortages and the lasting impact of the ‘Great Resignation’. Yet, according to research, only one in four workers rate their EX as excellent, demonstrating that there’s still a long way to go when it comes to achieving hybrid working success.

Better technology, better experience, better business

Technology plays an important role in enabling organisations to meet the requirements of hybrid working. Investing in the right tools can help organisations deliver these seamless, digital experiences to employees.

Enterprise service management (ESM), for example, can help to simplify routine tasks for employees, regardless of where they are based or the device they are working on. It does this by applying the

same principles of IT service management (ITSM) to the wider organisation, giving employees the ability to automate internal processes and services. In practice, this includes implementing technologies such as incident request software, chatbots and knowledge management tools, which can all significantly improve job satisfaction and productivity.

Departmentally, ESM can help employees to handle higher volumes of workflows, giving them the ability to provide better services to employees in all locations. It can enable HR to streamline onboarding, training and staffing. Meanwhile, in finance, teams can be equipped with faster and more efficient ways to process expenses, monitor payments and send invoices. It can also significantly ease the burden on already stretched IT teams, by making it easier to respond to IT requests no matter where employees are based, benefiting those on both sides of the desk.

Not only does ESM help to boost productivity, but it can also significantly improve the overall EX, reduce stress and boost job satisfaction across the board. This benefits both the business and employees, as people can focus their time less on routine processes and more on more creative tasks that drive strategic value.

Adapting to a hybrid reality

COVID-19 irreversibly changed conventional thinking about the way we work. Almost three years later, organisations are still adapting and finding solutions to the hybrid reality that this has created. By putting EX at the heart of the organisation, they will not only be able to create productive workplaces, but also environments where employees feel fulfilled and motivated.