New research finds that many employers are unaware of how their employees’ digital workplace experiences impact productivity.
A report from Scalable Software found that nearly half (45%) of organizations do not perform customer journey mapping. This means they do not understand the impact of digital friction on employees and how their employees do their jobs.
An overwhelming majority (92%) of the 400 senior IT decision makers surveyed claim they have the data they need to optimize employees’ digital experiences, but employees disagree.
Companies no longer have contact with their employees
The report cites previous research among knowledge workers, which found that more than half (52%) rated the digital employee experience their company provides as poor or adequate, with many believing conditions were deteriorating over time.
“Our analysis clearly shows a growing gap between how useful ITDMs find these traditional tools in the DEX context and the benefits employees experience from them,” said Mark Cresswell, co-founder of Scalable Software.
The survey also found that companies are most interested in technology-focused KPIs. Scalable Software says leaders should consider tracking other measures such as burnout risk, employee engagement, employee travel, isolation and sentiment — none of which can be tracked with traditional IT management tools.
Furthermore, only 56% of ITDMs share this information with their HR departments, leaving almost half of staff potentially without the right support. Looking ahead, 88% believe they need to develop better communication with HR, but without the right systems in place, even this can be inefficient.
Cresswell added: “As hybrid working becomes the norm for most knowledge workers, employers must develop an employee-centric vision for the digital workplace.”