Making Work More Enjoyable and Simple for Employees

Consider an employee’s morning, before she starts work:

She wakes up early to an alarm, which plays the song she requested the night before. She orders her coffee and breakfast sandwich from her mobile app, picking it up on the way to work. Her smartphone guides her to the route that has the least amount of traffic, and by the time she arrives at work, she gets an alert her new shoes will be delivered to her home by 5:00 p.m., just in time for a dinner party later that evening.

Before her first work email, our employee has used modern technologies to seamlessly start her day. But, at many enterprises across the globe, that simple navigation comes to a screeching halt as soon as she sits at her desk. Activities like setting up professional accounts, ordering IT services and equipment, electing benefits or making updates during moments that matter is a confusing, frustrating and disjointed process.

No one witnesses this more than Chief Human Resource Officers (CHROs); and, no one is better equipped to advocate for that to change.

ServiceNow released the results of a new survey, highlighting how HR leaders are poised to design the modern employee experience.

The report, The New CHRO Agenda: Employee Experiences Drive Business Value, represents views from more than 500 CHROs in 12 countries across 20 industries. The insights from these leaders suggest employees in today’s market are happiest and most productive when their experience is defined by three qualities:

  1. Tasks are simple and intuitive, and tools are easy-to-use because they are specific to the company and work.
  2. HR architecture is connected, allowing for a “smart” and seamless employee experience that cuts across the enterprise.
  3. Content is contextualized for employees, providing a friendly, and delightful, experience during moments that matter.

As an HR leader, I am constantly interested in exploring these areas, which is why I’m particularly excited about sharing these survey findings. It reminds me that regardless of where our organizations are in their digital transformation — whether getting systems and processes in place (Level 1); automating shared services (Level 2); or introducing predictive analysis and applying AI (Level 3) — we are all motivated by the same desire to bring about change, improve the work lives of our employees and creating that “consumerized” employee experience.  By doing so we will not only improve our employee satisfaction, but we will also improve the satisfaction of our customer whom the employees serve.

I encourage you to explore the insights in the report and consider how we, as leaders, can turn them into action. The full report, which you can download here, is complemented with an executive summary, survey presentations (global and regional) and an infographic, all designed to help spark questions, fuel dialogue and connect CHROs’ experiences to action.

Which brings us back to our employee. She expects her work life to mirror her personal life. And, frankly, why shouldn’t she? She wants user experiences to work for her across her entire day, regardless if she’s ordering dinner, making a conference call, giving performance feedback or opening an IT ticket.

Today, CHROs are better equipped than ever to advocate for the work experience employees deserve and desire — but, more than that, we have the responsibility as leaders to do so. Otherwise, our employee may be motivated to download another app – to search for a new job.


Pat Wadors
Pat Wadors joined ServiceNow in September 2017 and serves as the Chief Talent Officer for ServiceNow. Prior to joining ServiceNow, Pat was CHRO - Senior Vice President Global Talent Organization at LinkedIn where her focus was on creating an amazing employee experience in a high growth company, recruiting top talent, talent development, supporting a highly engaged workforce and growing LinkedIn’s global footprint. Additionally, Pat held human resources leadership positions in human resources at Plantronics, Yahoo!, Align Technology and Applied Materials. Pat earned her B.S. in business management with a concentration in human resources management and a minor in psychology from Ramapo College of New Jersey.

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