Service Providers' Guide to Success in EX-Led Work Transformation

This IDC Perspective assesses how service organizations accelerate and support organizational transformation of work and employee experiences (EX) to improve on key business performance metrics. EX transformation focuses on deploying and integrating employee listening in management strategy changes to guide the organization to align better with employee work priorities and needs. While feedback and sentiment understanding builds much needed context into how change decisions are made, aggregating information from the individual employee level makes it difficult for operational stakeholders to know where to begin improving work processes, accelerating resource and work personalization, and expanding overall flexible work options to the extent allowable across compliance and organizational needs. Work transformation leaders achieve gains on an experimental basis, while the most mature organizations - those that advance the furthest the fastest to set the pace and definition around current best practices - often consult with IT and professional services organizations. Service groups help organizations discover their most pressing needs around alignment for change and then plan across digital and strategic resources to act on employee feedback, skills gaps, and more toward improving the overall state of work, employee connection, retention, and organizational growth. "Changing global work dynamics are pushing organizations to rethink how they connect employees, work, and the physical workplace together," notes Zachary Chertok, research manager, Employee Experience at IDC. "While many organizational business stakeholders recognize the value and importance of building strategic alignment between work, workers, and the workplace, many do not know where to begin."