Digital innovation and employee experience: making the connection

DXC and Pfizer leaders discuss the topic in an article by MIT SMR Connections

Executive Summary 

 

Digital transformation is redefining how people interact with each other, ultimately changing business processes and the nature of work itself. For that reason, senior leaders serious about transformation must not only equip employees with the right technology tools but provide them with convenient, seamless, relevant and personalized experiences through every stage of their work lives.

"Digital professionals today still need to help execute on business objectives, but they also need to bring forward new technology and ecosystem partnerships with the potential to completely redefine business strategy.”
— Ryan Steinberger, senior vice president, Pfizer Digital

We are proud to announce that DXC Technology was recognized by Gartner® as a Leader in the 2023 Magic Quadrant™ for Outsourced Digital Workplace Services. We believe that this recognition is a testament to our committment to delivering excellence to our customers and colleagues.

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In this MIT SMR Connections Executive Conversation article, Mike McDaniel, president, Modern Workplace at DXC Technology, and Ryan Steinberger, senior vice president at Pfizer Digital, discuss transforming the employee journey. They take on a range of related topics including recasting the IT support model, adopting new norms for collaboration and establishing new pathways to engagement and empowerment.

“Employee sentiment is becoming the new currency for DXC as we serve our customers and our colleagues,” McDaniel says. "Traditional IT metrics don’t work for digital experiences. IT processes have generally been measured not on the employee experience as a whole but instead on a narrow perspective — ‘Did I fix your problem?’ — and on operational metrics such as ‘How fast did you answer the call?’ or ‘What’s your average handle time?’ Today, none of that has anything to do with true employee sentiment — that is, how did the employee feel when going through the help desk process? That’s where we have to do better.”

"DXC sees the potential of the metaverse as a critical component for companies to ensure collaborative equity in today's remote and hybrid workplace."
— Mike McDaniel, DXC president, Modern Workplace  

McDaniel and Steinberger consider steps to make the connection between digital innovation and employee experience including:

  • Empowering employees to do their jobs on whatever systems they are using
  • Delivering personalized, consumer-like digital support experiences using AI, automation and self-service
  • Ensuring that remote participants have an equitable experience on par with being there in person, potentially using the metaverse
  • Affording them flexibility about where they do their work and how they do it, depending on business needs

Discover how DXC is helping our customers transform their businesses here.

Given that people spend a lot of time at work, “we want to make sure that people enjoy what they do, the environment they work in, and the people they work with,” Steinberger says. “It’s pretty hard to do that if you’re providing people with a poor work experience. That’s why we try to create the strongest digital experiences for our people, to help them do their best work every day.”
Download the article

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