Post by account_disabled on Sept 14, 2023 11:22:58 GMT
Application friction: When an app stops working properly and your employees stop working.
Technology friction: The app Phone Number List works, but employees don't know how to use it
Process friction: Even though the company has the app and technology, employees cannot use the app due to company procedures or must print out information to make a payment.
Respondents said their performance would be better if IT provided businesses with universally accepted and supported applications and devices.
According to Gartner, as solving every challenge with new applications has emerged as the core of digital transformation, digital workers are often struggling to find or perceive information, making poor decisions, receiving a lot of unnecessary notifications, and missing important updates. It happens.
“In 2019, most work had a physical aspect to it, but since then every part of work has gone digital,” said Polman. There are advantages and disadvantages. “Because most of the work was rapidly digitized, CIOs and departments had to make strategic decisions early on to support suddenly and unplanned work.”
Employees spend most of their time in the work hub. A work hub is a group of five or more personal or team productivity apps that you use regularly in your daily work, such as Microsoft 365, Google Workspace, or a combination of each.
Gartner clients also report more frequent use of a portfolio of Attention hubs focused on internal enterprise operations, human resources systems, and service desk tools.
Additionally, Folman said, a company's internal-facing roles use their own focused app hubs, such as procurement databases and financial systems, and external-facing roles use their own focused app hubs, such as CRM or customer interaction tools.
Polman cited the example of the average monthly active users of Microsoft Teams in 2019 being 20 million, but now reaching 300 million.
As the number of applications in use increases, IT departments also expect employees to proactively resolve technical issues rather than asking for help one by one.
However, Gartner found that the top six preferred support methods for resolving issues among employees are all through internal IT support, with the top three being live phone, chat, and email conversations. This is a difference from the 2020 results, where people preferred to find answers on the internet or ask colleagues.
Digital workers now demand proactive IT support that proactively resolves computer and application issues before they are reported or experienced,” said Polman. He also recommended, “Using digital employee experience (DEX) tools will help you consistently improve device and application performance and help your IT department achieve its goals.
Technology friction: The app Phone Number List works, but employees don't know how to use it
Process friction: Even though the company has the app and technology, employees cannot use the app due to company procedures or must print out information to make a payment.
Respondents said their performance would be better if IT provided businesses with universally accepted and supported applications and devices.
According to Gartner, as solving every challenge with new applications has emerged as the core of digital transformation, digital workers are often struggling to find or perceive information, making poor decisions, receiving a lot of unnecessary notifications, and missing important updates. It happens.
“In 2019, most work had a physical aspect to it, but since then every part of work has gone digital,” said Polman. There are advantages and disadvantages. “Because most of the work was rapidly digitized, CIOs and departments had to make strategic decisions early on to support suddenly and unplanned work.”
Employees spend most of their time in the work hub. A work hub is a group of five or more personal or team productivity apps that you use regularly in your daily work, such as Microsoft 365, Google Workspace, or a combination of each.
Gartner clients also report more frequent use of a portfolio of Attention hubs focused on internal enterprise operations, human resources systems, and service desk tools.
Additionally, Folman said, a company's internal-facing roles use their own focused app hubs, such as procurement databases and financial systems, and external-facing roles use their own focused app hubs, such as CRM or customer interaction tools.
Polman cited the example of the average monthly active users of Microsoft Teams in 2019 being 20 million, but now reaching 300 million.
As the number of applications in use increases, IT departments also expect employees to proactively resolve technical issues rather than asking for help one by one.
However, Gartner found that the top six preferred support methods for resolving issues among employees are all through internal IT support, with the top three being live phone, chat, and email conversations. This is a difference from the 2020 results, where people preferred to find answers on the internet or ask colleagues.
Digital workers now demand proactive IT support that proactively resolves computer and application issues before they are reported or experienced,” said Polman. He also recommended, “Using digital employee experience (DEX) tools will help you consistently improve device and application performance and help your IT department achieve its goals.