Workforce Experience And Customer Experience: Two Sides Of The Same Coin

In case you haven’t noticed, the world of work is changing — people are more mobile, teams are more virtual, organizational structures are more fluid, work hours are more flexible, and offices have more ping-pong tables, latte machines and bring-your-dog-to-work days. In exchange for the more casual and flexible approach to when, where and how we do our jobs, we put in more hours whether they are accounted for or not. We write emails at the dinner table, work on weekends, travel more, and maybe accept lower pay and reduced benefits in exchange for a better work/life balance. Despite the tradeoffs, it seems to work for everyone. We get the flexibility we need and our employers get workers who are more engaged, more productive and better able to create and deliver meaningful value to customers. Over the last year or so, TJ Keitt and I have been leading research into workforce experience and IT's role in supporting a changing work environment and how to measure workforce experience 

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Lessons From A CIO Forum Conversation On Employee Engagement

Yesterday afternoon, I moderated a panel on the role the IT department can play in the business's employee engagement efforts. Any follower of this blog knows that this is a topic I've talked about a lot lately (see previous posts here and here) because hiring, developing and retaining talented and productive employees is critical in the Age of the Customer. The panelists were Ed Flahive, Vice President Global Learning & Development at State Street, Mike Peterson, CIO and Vice President at CHG Healthcare Services, and Ray Velez, Chief Technology Officer at Razorfish. As you've probably observed, this was an eclectic group, representing human resources, IT and client delivery groups respectively. Well, that was on purpose. This topic requires perspectives from both business leaders and technologists. Having had 24 hours to think about that discussion, I thought I would share a few a-ha's I had from my conversation with these gentlemen:

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