The Dramatic Track to Digital Transformation: It’s Time to Let HR Lead

November 1, 2017 | SumTotal | HCI
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New technology is changing things. Trends like artificial intelligence (AI), virtual reality, cloud computing and automation are changing employee and consumer experiences alike.

Netflix, for example, uses data collected on user preferences to suggest television shows that users have never even heard of – it’s like a personal assistant with a customized TV remote that knows what you want without asking.

As for Netflix employees, they too receive a personalized, exceptional experience powered by AI. As part of the HR agenda, leaders promote the company’s culture to fully engage employees, meaning a tailored and entertaining employee experience, TM Forum reports.

When Human Resources (HR) leaders look at the HR function with a consumer’s eye and a digital eye, an ideal employee experience is created that reflects top customer experience.

Technological development is the reason digital transformation has taken over organizations and enabled more innovative ways to reach and engage customers, according to Forbes contributor Daniel Newman.

When used to their best ability, Newman said new technologies make all the difference for industries like healthcare, retail, finance, media and entertainment.

“Although the concept of ‘digital transformation trends in high-tech’ may sound like a redundancy, it’s far from it,” Newman said. “Despite the millions of apps, service models and AI being developed around the world, there are only a handful of major companies that are using them to their fullest advantage.”

So long as HR is part of the process, HR can facilitate digital transformation and push for strategic change.

HR has a unique perspective on the employee experience and HR needs to be in the room to help business leaders consider how new tech can impact workers.

At the end of the day, employees must make the most of new tech in a thriving culture if customers are to be served in the best way for business. A strong performance culture will help customer satisfaction soar.

“Artificial intelligence means lots of things to different people,” Newman said. “For some, it means the potential for personal assistants. For others, it means potential job loss or killer robots.”

For Newman and surely for HR professionals, the top trend in AI is machine learning and analytics – evidence-based data and insights that can help companies better serve customers and serve business goals.

Where would Netflix company culture be without HR leaders’ voices being heard when considering employee engagement, and the company’s ability to join customer service with employee experience? The shared values and soft skills from all leaders, including HR, are the keys to success in this case.

Learn more about HR’s hand in digital transformation and how adoption of new tech can drive success by registering online for the November 7 webcast, “Digital Transformation Can’t Succeed Without People – and HR.”