1、DIGITALNAVIGATING THE FUTURE OF WORK:Designing a Resilient Workforce by Removing Blind Spots in Processes,People and DataSponsored byIntroduction:Where Things Stand with the Future of Work 3Fast-Tracking the Future of Work 4Introducing Task Mining 5Organizational Blind-Spots are the Ultimate threat

2、to a Resilient Workforce 6How Task Mining Provides Clarity and Oversight 7Looking Ahead:The Importance of Agility to Business Resilience 8Case Study:How One of the Largest Telecom Companies in the US Improved their Agent Productivity by 20%9Conclusion:The Risk of Not Investing 10Table of Contents2NA

3、VIGATING THE FUTURE OF WORK 2023 SSON DIGITALIntroduction:Where Things Stand with the Future of WorkThe last three years have transformed business operations and the workforce at an unprecedented rate.It started with the Covid pandemic forcing employees to work remotely and business transformation p

4、rojects to be accelerated at a rate unbeknownst to many professionals.The effects of the pandemic caused a domino effect that created prolonged supply chain disruptions and economic pressures that have forced businesses to alter their organizational design.Additionally,in the past year,international

5、 conflicts have added another hurdle for companies already navigating a difficult time.These modern challenges have triggered a transformation in the workforce that adds another layer of complexity to businesses ability to remain resilient.More than ever,employees want control over their work enviro

6、nment,resources,and expectations,and businesses must plot a course to address these needs rather than sit on their heels and react.The term future of work(FoW)attempts to analyze these shifts in the workforce that have become so prominent that even mainstream media is discussing them.FoW predicts ho

7、w work,workers,and the workplace will shift in the years ahead.In 2023 the FoW will continue to capture headlines as businesses will be required to go beyond simply observing possible futures and begin delivering strategies for a truly resilient workforce that will help the business thrive.This repo

8、rt aims to share what the FoW will look like not only this year but for future years and how these changes will affect people,data,and processes.This report will also dive into the solutions allowing businesses to navigate this complex space,specifically task mining,a technology enabling businesses

9、to gain valuable insights into their processes and giving employees the ability to increase their productivity,and ultimately contributing to creating a more resilient workforce that helps the business thrive.DESIGNING A RESILIENT WORKFORCE BY REMOVING BLIND SPOTS IN PROCESSES,PEOPLE AND DATA3 2023

10、SSON DIGITALFast-Tracking the Future of WorkAnother effect the covid pandemic has had on businesses over the past three years was how quickly it forced organizations to accelerate their digital transformation.In response to the pandemic,organizations had no choice but to bring in digital solutions t

11、hat enabled employees to bring their work home seamlessly.However,it is yet to be seen if those solutions bring the desired results.According to“The State of AI in 2022”from McKinsey,in the past five years investments in AI have more than doubled.However,even with investments in intelligent automati

12、on solutions such as AI increasing in recent years,businesses are still struggling to unlock value in them.For example,a Baker McKenzie survey of 500 global businesses found that 58%of respondents have seen an improvement in their systems and functions following an investment in their digital transf

13、ormation.Meaning,42%of companies have not seen the progress they were hoping for when they decided to bring new technologies into the organization.Another study supports the fact that many businesses are struggling to make the most of their digital transformation.NewVantage Partners annual“Big Data

14、and AI Executive Summary 2021”reports that firms continue struggling to derive value from their Big Data and AI investments.In fact,only 48.5%are driving innovation with data,only 29.2%are experiencing transformation business outcomes,and only 24.0%have created a data-driven organization.These stati

15、stics show that despite increased investments triggered by the pandemic,many organizations are nowhere near as digitally savvy as they would like,and although it appears confidence in technology hasnt waned,investments are struggling to pay off.Whats needed is greater clarity into what technologies

16、are and are not working for the organization.This need for greater clarity also carries across to employees and enterprise processes.A recent report from Microsoft titled“Hybrid Work Is Just Work.Are We Doing It Wrong?”suggests that despite these increased investments,there is a growing disconnect b

17、etween employees and business leaders.Microsoft surveyed 20,000 people in 11 countries in 2022,and results showed that 90%of workers reported high productivity,but 85%of bosses reported hybrid work gave them productivity blindness.This lack of faith in employee productivity can create distrust in th

18、e organization,which is why now more than ever businesses need to develop solutions that enable people to actively navigate their work and productivity and empowers them to work in new ways.Over the next twelve to eighteen months,these digital transformation initiatives have the immense power to rea

19、lize the best of what the Future of Work has to offer across businesses of all sizes.If organizations are looking to overcome the ongoing issues of failed transformations and productivity blindness,they need to embrace the importance of the FoW and begin constructing a resilient workforce by investi

20、ng in solutions such as task mining.4NAVIGATING THE FUTURE OF WORK 2023 SSON DIGITALIntroducing Task Mining Task mining is an AI-powered solution that analyzes how people interact with the software they use on the day-to-day by assessing user data on the front end,meaning their clicks,keystrokes,and

21、 data entry.Task mining understands user actions and determines which successful actions can be scaled across the business.Additionally,this tool can help businesses identify ways tasks can be completed more efficiently.When attempting to navigate the future of work,businesses can rely on task minin

22、g to discover areas for process improvements and increase workforce productivity,both of which allow businesses to be more agile when facing the changes that come with the FoW.The following are some functions of task mining:Recording user activity:By recording user activities task mining can underst

23、and employees responsibilities.Recognizing context:Task mining leverages optical character recognition(OCR)technology to collect words,numbers,and additional text from the tasks in a workflow.Grouping similar tasks:Once it understands the context of tasks,task mining can group similar activities tog

24、ether.Matching user activity groups:Gives businesses visibility into what employees/teams are performing what task.Evaluating performance:The ability to cross-reference with business KPIs ensure leaders can see how well their employees perform at each task.DESIGNING A RESILIENT WORKFORCE BY REMOVING

25、 BLIND SPOTS IN PROCESSES,PEOPLE AND DATA5 2023 SSON DIGITALOrganizational Blind-Spots are the Ultimate threat to a Resilient WorkforceThe business case for task miningWe know digital transformation and understanding the FoW will be tied together over the next year.However,what also needs to be unde

26、rstood is how navigating the future of work can impact a businesss ability to stay resilient.Employee RetentionOne of the most important FoW topics for employees over the past three years has been workplace flexibility.In a 2022 global survey from Microsoft,21%of respondents who had quit their jobs

27、in 2021 reported doing so because of a lack of flexible working hours or location.Notice that this wasnt about not being able to work from home,rather the choice of where to work at their convenience.With employee turnover rates having increased by 20%since pre-pandemic days,a lack of flexibility ha

28、s become a serious threat to business continuity.Anachronistic Management PracticesMost businesses current governance and oversight strategies today are not well structured.A 2021 survey from McKinsey looked at why some operations transformations are successful and others are not,and one indicator o

29、f a successful transformation was active leadership.According to results from the survey,steps such as executive-level weekly briefings,monthly to quarterly business reviews,target-setting,and annual business planning/budgeting forecasting can increase likelihood of a successful transformation from

30、1.5x to double.Meaning,leadership buy-in to digital transformation initiatives almost doubles the chances of its success.However,another McKinsey survey from 2020 revealed that executives rarely use their time effectively.According to results,up to 70%of the C-suites time is taken up by decision-mak

31、ing,who in the same survey reported that the majority of their decision-making time wasnt being used effectively.Here lies the problem:leadership oversight is crucial to successful digital initiatives.However,unsurprisingly,leadership bandwidth is stretched and often inefficiently spent.Companies ne

32、ed tools that quickly allow for all the features of an attentive manager the reporting,forecasting,target-setting-without it taking up their entire work week.This will enable leaders to focus more on shaping the future of work for their teams rather than spending their time gathering information in

33、order to make decisions.6NAVIGATING THE FUTURE OF WORK 2023 SSON DIGITALHow Task Mining Provides Clarity and OversightBut how do these functions positively impact the challenges we have mentioned that are impeding businesss ability to adapt to the FoW?Granular InsightAccording to Deloitte,49%of busi

34、nesses are using analytics to drive decision-making at their organization,and often these insights allow businesses to shape their new market strategy.Task mining helps deliver those meaningful insights while also removing any blind spots that exist in data or processes.The granular data task mining

35、 collects is more detailed than any solutions businesses have worked with in the past.That data can tell the business which tasks are the most time-consuming,which tasks can be automated,and which tasks are redundant.These insights allow businesses to move past their blind spots and increase their i

36、nnovation opportunities,thus preparing them for the FoW.Uncovering blind spots is just one way task mining helps transform a businesss processes.Task mining can identify process bottlenecks and uncover inefficiencies in manual workflows.Those insights help businesses determine where automation oppor

37、tunities exist in order to create better process efficiency,thus giving leaders the information they need to make the right decisions.After task mining has completed its analysis of an organizations processes,it should allow a business to fulfill a continuous process transformation that prepares the

38、 business for whatever changes the FoW brings.Digital transformation initiatives offer businesses a chance to equip their employees for the future of work,but they are failing at a higher rate than anticipated.Task mining is a tool that gives businesses the oversight they need to properly observe wh

39、ere and how the failure is occurring.The real-time data task mining collects from each user sets it apart from other data gathering tools,and this helps digital transformation teams pinpoint which solutions are positively impacting things like productivity and effectiveness.Way-Finding for Employees

40、One of the most important and direct impacts task mining can have on the FoW is its ability to help employees navigate work and increase their productivity,and with the turnover rate higher than it was pre-pandemic,assisting employees with confusing enterprise processes can only help retain valuable

41、 talent at a time when it has become difficult to do so.The task analysis and process transparency task mining creates allows people not just to analyze where they fit in the workflow of a process,but gives them a chance to measure their effectiveness at performing certain tasks compared to others w

42、ho do the same or similar tasks.This helps employees understand their efficiency and allows them to pinpoint areas they need to improve upon to become the most productive worker possible.When employees feel empowered to oversee their productivity,they will determine which work environment best suits

43、 them,thus solving one of the biggest dilemmas for the FoW today.DESIGNING A RESILIENT WORKFORCE BY REMOVING BLIND SPOTS IN PROCESSES,PEOPLE AND DATA7 2023 SSON DIGITALLooking Ahead:The Importance of Agility to Business Resilience Agility is an organizations ability to renew itself,adapt,and change

44、quickly in a rapidly evolving world.Businesses that are agile are prepared for any shifts in the future of work regardless of whether they are driven by people,data,or processes.The previously mentioned digital transformation initiatives are a great example of businesses efforts to remain agile.Digi

45、tal solutions give businesses the opportunity to gather never before seen insights that are imperative for businesses to remain agile,but only when implemented thoughtfully.A survey from McKinsey during the early days of the pandemic shows how crucial agility is to business resilience.Survey finding

46、s showed that businesses that took steps to stay agile and organizationally healthy were more likely to have strong financial performance throughout Covid.This meant committing to agile behaviors such as knowledge sharing,performance reviews,and bottom-up innovation.How to use task mining for greate

47、r agilityMany of the benefits of task mining are useful in enabling businesses to remain agile.For example,by removing redundancies in a process that are time-consuming and monotonous,task mining allows employees to work more on value-adding tasks and helps businesses rationalize certain application

48、 implementations.Task mining also ensures agility by responding quickly to reporting quickly to reporting/forecasting and automating tasks that were previously handled manually.Both these benefits are giving valuable time back to businesses and its employees.That ability allows businesses to be more

49、 flexible when faced with unpredictable events such as the ones being seen with the FoW.Once task mining enables agility across the business,leaders have more time to focus on predicting the FoW and taking steps to build resilience in their workforce.8NAVIGATING THE FUTURE OF WORK 2023 SSON DIGITALC

50、ase Study:How One of the Largest Telecom Companies in the US Improved their Agent Productivity by 20%Client:The worlds largest telecom company and one of the largest provider of mobile telephone services in the U.S for fixed-line,wireless,Wi-Fi,high speed Internet,voice and cloud-based services.Busi

51、ness Need:The company wanted to be able to analyze agent interactions to identify opportunities to educate and train them on the best process flows.The client also wanted to assess process maturity and highlight opportunities for process standardization and automation.Additionally,it wanted to estab

52、lish opportunities to accurately forecast agent productivity and resource planning.Solution:The telecom company deployed Discover Work Insights and,through the Smart Data Capture feature on agent workstations,analyzed and generated activity reports and team productivity data.Agent interaction data w

53、as captured across multiple business applications using Process Insights(PI)and the empirical data was used to generate process maps and analysis Impact:Realized the benefit of zero disruption in agent operations during non-intrusive data capture Provided detailed process insights with the task maps

54、 generated Observed over a 20%improvement in agent productivity with the generation of activity reports Allowed efficient monitoring of desktop activity and collection of meta data of application usage.This provided intelligent insights on application usage and business process and opportunities for

55、 education and training.Improved operational efficiency and overall agent productivity DESIGNING A RESILIENT WORKFORCE BY REMOVING BLIND SPOTS IN PROCESSES,PEOPLE AND DATA9 2023 SSON DIGITALConclusion:The Risk of Not InvestingIt is imperative that businesses face the future of work sooner rather tha

56、n later.As the business world has seen over the last three years,employee expectations for their employer are higher than ever,and people will not hesitate to leave if their organization is not embracing the changes that are coming with the FoW.This report has analyzed some of the core challenges bu

57、sinesses are facing when looking to navigate the FoW.It looked at stalled digital transformation initiatives that make it more difficult to adjust to the FoW,the importance of workplace flexibility,and how business resiliency is entering the forefront of FoW conversations.A solution like task mining

58、 ensures that a business is taking the steps to meet these shifts.Its ability to not only transform processes but improve the productivity of the employees working on them allows companies to respond quickly to unforeseen circumstances,implement changes more effectively and retain their employees by

59、 trusting flexible workforce practices are maintaining productivity.The granular insights task mining provides allow companies to analyze whats working in their processes and points out the areas where improvements are needed.This information allows a business to be both more agile in how it approac

60、hes its transformations and creates resiliency across processes.Task mining has the same effect on employees.The real-time user data it collects is given back to the employee to show them which tasks are most time-consuming for them,and where they are succeeding.These details help employees discover

61、 how to increase their productivity and ensure they remain resilient in a constantly changing business landscape.Without investing in a solution like task mining businesses run the risk of falling short not only in their process and digital transformation efforts but in supporting the well-being of

62、their employees.Falling short in both these areas means a business is likely to struggle retaining talent in this constantly evolving job market and will fall behind competitors who are relying on new technologies to make themselves more efficient.Additionally,without task mining businesses are miss

63、ing out on an opportunity to better understand the people,processes,and data that will continue to shape the FoW.10NAVIGATING THE FUTURE OF WORK 2023 SSON DIGITALEdgeVerveEdgeVerve Systems Limited,a wholly owned subsidiary of Infosys,is a global leader in AI and Automation,assisting clients thrive i

64、n their digital transformation journey.Our mission is to create a world where our technology augments human intelligence and creates possibilities for enterprises to thrive.Our comprehensive product portfolio across AI(XtractEdge),Automation(AssistEdge)and Supply Chain(TradeEdge)helps businesses dev

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66、know how enterprises across the world are thriving with the help of our SSON Digital The Shared Services&Outsourcing Network(SSON)is the largest and most established community of shared services and outsourcing professionals in the world,with over 170,000 members.Established in 1999,SSON recognized

67、the revolution in support services as it was happening and realized that a forum was needed through which practitioners could connect with each other on a regional and global basis.SSON is a one-stop shop for shared services professionals,offering industry-leading events,training,reports,surveys,interviews,white papers,videos,editorial,infographics,podcasts and DIGITAL DESIGNING A RESILIENT WORKFORCE BY REMOVING BLIND SPOTS IN PROCESSES,PEOPLE AND DATA11 2023 SSON DIGITAL