Construction worker interacting with a mobile tablet.

by Jeff Corbin | December 12, 2018

Last week we hosted a webinar, Mobile Communications Apps are the Key to Engaging Your Deskless Workforce, with Forrester Analyst Andrew Hewitt as the featured speaker.

As an expert on enterprise mobility, Andrew has tremendous insight into what contributes to a positive (or negative) employee experience (EX)—what he describes as the sum of employees’ perceptions of their experiences working within an organization. Factors such as culture, technology, expectations, empowerment and recognition all contribute to EX. For deskless workers (those who don’t use computers in their day-to-day work), EX numbers aren’t great*. High job-related demands paired with inadequate resources have led to poor EX and burnout. For employers, this means higher turnover and a negative impact on productivity and revenue.

A solution as Andrew sees it and explains during the webinar: Mobile communications apps. They can improve employee experience by allowing employees to have better access to information and the training resources needed to feel empowered and included. Mobile also provides organizational benefits including increased engagement which is known to improve employee churn, analytics that allows for continuous improvement and evaluation of content, communication strategies and tactics, as well as a feedback loop giving employees the ability and opportunity to communicate back and be heard.

A few take-aways and action items from the webinar:

  1. Focus on the employee journey – it is the foundation to ultimately creating memorable experiences that help attract and retain customers for your business.
  2. Conduct employee interviews to determine baseline requirements before implementing solutions. It’s not a one size fits all approach. Some solutions might work better with certain employees and in certain functions, so understanding your workers and how they like to receive information and what will help them the most to take on their daily tasks is key.
  3. Make user experience the number one priority. Any deviation from this will result in low satisfaction and productivity and increase the chances of greater employee turnover.
  4. Consider management and security integration with IT organization. Ensure that employees feel comfortable with the solutions being implemented, and that privacy and data are never at stake.

Missed the webinar or want to view it again? Click here!

*Global Business Technographics® Workforce Benchmark Survey, Forrester Research, Inc., September, 2018.

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