1. Webinar Unraveling The Workforce Experience Ecosystem: A CIO’s Guide
Simon Yates, Vice President, Principal Analyst
September 16, Call in at 12:55 p.m. Eastern time

2. Image source: Time magazine

3. Agenda
How is the world of work changing?
What is workforce experience (WXP)?
How will it affect your technology strategy?

4. The industry is talking about the future of work

5. The workforce is changing
11.3
Average number of jobs an 18-year-old will hold by the age of 46
Baby Boomers reaching retirement age every day for the next 19 years
10,000
19.7
Part-time employment as a share of total employment % 66
Firms struggling to find the workers they need for specific jobs %
© 2013 Forrester Research, Inc. Reproduction Prohibited 5

6. Use of centralized offices is in decline
Base: information workers; Source: Forrsights Workforce Employee Survey, Q4 2012
© 2013 Forrester Research, Inc. Reproduction Prohibited 6

7. Use of centralized offices is in decline (cont.)
Source: Forrsights Workforce Employee Survey, Q4 2012
*Source: Forrsights Workforce Employee Survey, Q4 2011
†Source: Forrsights Services Survey, Q3 2010
© 2013 Forrester Research, Inc. Reproduction Prohibited 7

8. Younger workers bring a new attitude
Base: information workers; Source: Forrsights Workforce Employee Survey, Q4 2012
© 2013 Forrester Research, Inc. Reproduction Prohibited 8

9. Younger workers bring a new attitude (cont.)
Source: Forrsights Workforce Employee Survey, Q and May 14, 2013, “Enable Workplaces Of The Future, Now!” Forrester report
© 2013 Forrester Research, Inc. Reproduction Prohibited 9

10. Anytime, anywhere iWorkers almost doubled between 2011 and 2012
Work from more than 3 locations
37%
Anytime, anywhere iWorkers
29%
Use more than 3 devices for work
53%
Use more than 7 apps for work
82%
© 2013 Forrester Research, Inc. Reproduction Prohibited 10

11. Agenda
How is the world of work changing?
What is workforce experience (WXP)?
How will it affect your technology strategy?

12. “Companies need to ensure employees remain engaged because their support is equally vital to return on workforce investment.”
PricewaterhouseCoopers
“Your least engaged employees may be your top performers.”
Harvard Business Review
April 2013

13. What is workforce experience?
Business outcomes
Workforce experience
The employee’s perception of the culture, environment, and technology at work
The evolving world of work
Understand how changes in the way people do their jobs will impact strategy.
Business imperatives
Employee-centric design
The design strategy that guides technology decisions
Devices and management
Platforms and apps
Networks and cloud services
Enabling technologies that improve workforce experience
Technology foundations
© 2013 Forrester Research, Inc. Reproduction Prohibited 13

14. CX and WX are two sides of the same coin
Enjoyable
Easy
Meets needs
CXP
Engaged
Productive
Impactful
WXP
Loyalty
satisfaction
advocacy
Workforce
experience
Customer
experience

15. Are your employees engaged?
83% love their jobs.
74% feel recognized for the effort they put in.
74% believe their managers inspire them to do their best work.
72% believe their managers encourage them to find new ways to solve customer and business problems.
3 variables characterize engagement
Source: Forrsights Workforce Employee Survey, Q and July 30, 2013, “Benchmarking Technology's Effect On Employee Engagement” Forrester report
© 2013 Forrester Research, Inc. Reproduction Prohibited 15

16. How productive do they feel?
Source: Forrsights Workforce Employee Survey, Q and July 30, 2013, “Benchmarking Technology's Effect On Employee Engagement” Forrester report
© 2013 Forrester Research, Inc. Reproduction Prohibited 16

17. How do they impact customers?
Source: Forrsights Workforce Employee Survey, Q and July 30, 2013, “Benchmarking Technology's Effect On Employee Engagement” Forrester report
© 2013 Forrester Research, Inc. Reproduction Prohibited 17

18. Agenda
How is the world of work changing?
What is workforce experience (WXP)?
How will it affect your technology strategy?

19. Four categories of WX technology
Productivity
Devices and applications
Productivity suites
Information management
BI and visualization
Engagement
Talent management
Innovation management
Gamification
Social collaboration
Customer impact
Feedback management
CX analytics
Loyalty platforms
Customer service
Workplace transformation
Transformation services
Co-working facilities
Desk reservation apps
Virtualized solutions

20. A fragmented vendor landscape will coalesce around workforce experience
Strategic suppliers — IBM, SAP, Oracle, Microsoft — will assemble WX portfolios through acquisition.
Customer experience management specialists will start to focus on employee engagement.
Design — not demand — will drive technology decisions inside and outside IT.

21. IT must adapt to the new world of work

22. Recommendations
Collaborate with CX and HR leaders to define your approach to workforce experience.
Embrace employee-centric design to guide technology decisions.
Think of diverse technology solutions for HR, CX, and IT as WX portfolios.
Use an adaptive workforce enablement methodology to align people and the technology they need.

23. Simon Yates