Why a modern workforce experience matters


We often hear of robots replacing humans, leaving us at their mercy or some such story. What we don’t hear, though, is robots and humans working together—which is the more likely scenario. 

It’s an exciting time in the world of work right now. Robotic process automation (RPA) is ridding us of the boring, repetitive tasks, while AI and machine learning are giving us information in real time for better decision making.  

We’re entering the era of “superjobs,” where we’ll be working with our AI and ML robotic friends while using cool, kick-ass devices—begging the question: What’s not to like?  

Hang on a minute 

Okay. If you’re reading this in the middle of the afternoon on a seven-year-old PC that you’ve been working on since 9 a.m. every day this week, you’re probably not feeling my good vibes right now. And I understand that completely. Plus, you’re not alone: Only 38 percent of employees in a recent study said they were satisfied or very satisfied with their work-related tools and technology. Look around you. Almost all the others in your office probably share your dissatisfaction.  

Just run those numbers for me 

Bosses need to get their acts together. A poor experience in the workplace in terms of digital technology ultimately impacts the bottom line. Frustration with the IT at our fingertips eats into our level of personal satisfaction and productivity.  

The vein standing out on your colleague’s neck or their reddening face as applications take more than 30 seconds to load is a warning sign that a) they’re not happy and b) they’re probably not productive.  

The fix isn’t difficult either, and by improving employees’ digital experiences, companies immediately gain a boost in worker engagement and performance.  

Fact: Organisations with the best workforce experience enjoy 12 percent greater customer satisfaction than other organisations with a poorer workforce experience, and their 3-year revenue growth rate is 2.3 times greater than the average! 

When employees become your #1 fans 

At Dell Technologies, we believe a positive employee net promoter score (eNPS) (how likely an employee is to recommend his or her company) ensures a positive customer net promoter (cNPS) score. It makes sense. After all, employees and customers are humans, right?  

Sort out your eNPS, and your cNPS will follow suit.  

Which carries us full circle back to those superjobs, which we believe will raise the eNPS, followed by the cNPS, followed by increased revenues. 

About the Author

David Angwin

David Angwin, Marketing Director, Dell Technologies. David is a leading spokesperson on end-user computing technologies including cloud, mobility and virtualization. Through roles for software, hardware and services companies he has focused on technology solutions for workforce transformation across global markets. Building on his technical background, he has lead global product management and marketing teams and has always looked for how technology can enable business, social and environmental benefits.

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