The author emphasizes the need for a clear, accountable owner for the end-to-end experience, and the importance of making processes visible to the employee. They also highlight the importance of understanding user needs and building for scale, and how AI can harness the power of trusted data to elevate the user experience. The article concludes by stressing the importance of having a clear view of the desired experience over a multiyear horizon and making continuous improvements towards the long term.
Key takeaways:
- Improving employee experience can significantly boost business performance. This can be achieved by prioritizing the right business problem, simplifying and automating processes, designing with the user in mind, and building for scale.
- Data is crucial for modern operations. The quantity and quality of data are both important for tracking all parts of the process and understanding factors that elevate productivity.
- AI can harness the power of trusted data to elevate user experience, but it needs to be transparent, fair, robust, secure, and explainable to ensure responsible use.
- Robust operations require a multiyear roadmap for process, data, and technology. Having a clear view of the desired experience over a long term and making continuous improvements is important.