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Monitors and EX: Demographic Considerations

Posted By Dell Client Community, Monday, November 25, 2019

In our last post, we explained how monitors can play a huge role in creating a positive Employee Experience (EX). From ergonomics to front-of-screen experience to connectivity, there are many features that can improve or hinder an employee’s productivity, wellbeing, and attitude in the workplace. As such, employers should be thoughtful and intentional with their considerations for the tools they provide their employees because EX can directly impact CX.

To take this point one step further, though, employers should consider the unique needs of different employee demographics. Just as employees have different job responsibilities and functions, they also have distinct approaches to their workspace and technology and want to have a selection of monitors to choose from accordingly. A few of these demographics include employee generation, geographic location, and business size.

Employee Generation

In addition to other environmental factors, younger generations of employees view workspace technology and equipment as an indicator of their company’s care for their performance/well-being, whereas older generations focus on their methodology and process. Further, Millennials and Gen Z professionals tend to align their career with a higher purpose (according to IDC), whereas employees in the Baby Boomer generation and older tend to view their career simply as a way to provide for themselves and their families.

This difference in perspective also creates a difference in the way an employee’s age affects their career motivations. While Gen X and Boomers may consider healthcare benefits and compensation to be the biggest driver of success at work, younger professionals in the Gen Z and Millennial groups tend to prioritize workspace design, learning and development opportunities, and health and safety measures to be key motivators.

This is especially important considering the recent IDC finding that “one-third of organizations surveyed globally expect millennials and Gen Z to account for over 30% of their future hires in the next 1-2 years.” Because of their experience with latest-and-greatest personal technology, younger generations demand minimalist, high-powered, high-performing environments. As such, employers should revise their approach to employee motivation to accommodate this shifting workforce.

Geographic Differentiators

Among all of the businesses surveyed globally by IDC, US and UK markets show a distinct priority for the well-being and productivity of their employees, but the majority of companies (nearly 80%) in those locations also implement one-size-fits-all strategies—a tactic completely counterintuitive to the data supporting the employee perspective. IDC found that about a quarter of respondents in the US and UK wish to be consulted in the allotment of their monitors.

Furthermore, about 70% of IT and business decision makers in China prefer a defined catalogue approach with standard offerings provided to all employees. This is in stark contrast to the 94% of employees who want to have a say in the types of monitors they use in the workplace. “As employee experience takes priority,” IDC reports, “ensuring that employees have the right tools to do their jobs is important. Forget the one-size-fits-all approach, and allocate monitors based on job role and function.”

This is advice has different implications depending on geography: Chinese decision makers should understand the different needs of their employees instead of defaulting to the same equipment for everyone; decision makers in the US and UK should align their equipment policies to incorporate employee perspective from the beginning.

Business Size

Finally, the size of the company has an indirect influence on IT and business decision makers’ monitor provisioning strategy. Medium-sized enterprises tend to be so concerned with business growth that they lose sight of the value of enhancing EX. On average, medium sized-businesses keep their monitors for an average of 6 years before refreshing, much longer than their commercial and enterprise counterparts according to IDC. As such, decision makers in these organizations should expand the breadth of their understanding of how EX directly impacts CX. Employers in these organizations should provide their employees with opportunities to update their equipment more frequently.

On the other end of the spectrum, larger enterprises tend to implement EX policies that meet the minimum needs of a positive EX, but fail to dive deeper to go above and beyond the status quo. To stimulate a productive and enthusiastic workforce, IT and business decision makers should reach further into their road map for ways to enhance the employee experience.

In Conclusion…

Regardless of age, location, or business size, employees want more authority when it comes to their workspace elements to improve their EX. Considering this, IT decision makers should review their company policies and align with demographic-specific insight on how to leverage monitor trends to improve EX. What this really comes down to is an employee's desire to have a say in what device(s) they get, a wider selection to choose from, and a frequent refresh/upgrade opportunity. When this happens, CX (and business growth) is likely to improve as a direct impact.

Read the full IDC report here.

Read the previous posts in our Employee Experience blog series here and here.

Tags:  Customer Experience  Employee Experience 

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EX Series: How Can Monitors Improve EX?

Posted By Dell Client Community, Thursday, November 14, 2019

As we outlined in our last post, employee experience (EX) is one of the critical factors for a positive customer experience (CX). Although many employers understand this, proportionally few prioritize improving EX in their broader business strategies. In fact, while 71% of employers consider improving CX as part of their top three business priorities, only 35% consider improving EX equally as important.

Improving EX, and by extension CX, is not as daunting as it may seem; even small efforts to improve one of the three EX components (inspiration, empowerment, and enablement) can have tremendous impact on the bottom line. Consider enablement factors, for instance. As the Forrester report notes on ways to improve productivity, well-being, and sense of care for employees, something as simple as offering monitors that help create an ideal workspace to suit their specific needs can impact employee experience in a number of ways.

Ergonomics

It’s easy to understand how employees can have different physical needs and preferences while working. Different jobs require different activities; while a graphic designer may require the ability to adjust the height of their screen while creating a logo, a sales associate may prioritize the ability to pivot a monitor or use two screens side-by-side to get through emails faster. Employers understand this: 84% who were surveyed in the Forrester report believe ergonomic workspaces will improve the productivity of their employees.

To prove this point further, the opposite effort – failing to prioritize an ergonomic environment – can have a detrimental effect on employee experience. In fact, Forrester reports 74% of employees agree that not having an ergonomically friendly workspace creates “the impression that the company does not care about them.” To avoid this sentiment, employers should ensure the physical characteristics of the monitors they provide should meet their employees’ needs as effectively as possible.

Front of Screen Experience

With blue light lenses trending in the eyewear industry as a requirement in the fight against workplace eye strain, a monitor’s blue-light emissions can be a major headache—pun intended. Health factors such as eye strain, dry eyes, and headaches that are worsened in the workplace can negatively impact overall employee experience, even if other factors like benefits and compensation are satisfactory.

To ensure these health factors do not interfere with employee experience, employers should consider size and resolution, color accuracy, and blue-light emissions when purchasing monitors for employees. According to Forrester, “80% of employees believe better resolution and more immersive monitors improve productivity and 81% believed reduced blue-light emissions (thus reduced eye strain) improve this further.” When workplace elements are optimized for employee health and well-being, employees are able to focus on the work at hand instead of their environment.

Monitor Connectivity

How many times has an IT administrator seen a support ticket about an employee’s cords and/or cables not functioning properly? It’s frustrating for everyone involved, and this particular frustration is something that can be avoided if enough forethought is put into the monitor purchasing decision.

On average, IDC reports, employees lose 20 hours per year due to cable clutter and inefficient connectivity options. Productivity depends on time management and employee focus, meaning workspace elements need to be efficient and minimally cluttered. Sleek, slim designs with minimal cord requirements and maximum virtual connectivity options are ideal for ensuring employees can dedicate their attention and energy to their work.

In Conclusion

While it might be easily overlooked in the face of “bigger” job aspects, workspaces are perhaps the most significant indicators of employee experience. It’s where employees spend all of their time while not in meetings, and in most cases, it’s where employees are most productive.

Because the workspace is the environment in which EX is cultivated, the elements that create a workspace are some of the largest contributors to a positive (or negative) EX. As the catalyst for work productivity, monitors sit at the top of the list of these elements.

Read the full Forrester report here.

Read the full IDC infobrief here.

Stay tuned for more posts in our EX Blog Series coming later this month!


Tags:  Customer Experience  Employee Experience 

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EX Series: What is EX and Why is it Important?

Posted By Dell Client Community, Wednesday, November 6, 2019

  

Employee Experience (EX) impacts and is impacted by every facet of a job. From the time an employee sits down at their desk to the time they finish for the day, a number of factors contribute to how they view their job, their ability to do their job well, and their long-term vision of success in their role. As BetterUp Head of Assessments Evan Sinar explains, developing a positive employee experience “requires a thorough understanding of the ingredients that create a positive employee experience and creating the conditions that cultivate them.”

Understanding EX

In his analysis, Sinar breaks down the findings of their EX Index survey into six core EX factors: authenticity, engagement, optimism, purpose and meaning, social connection, and belonging. Studies have shown that some of these intangible job qualities are even more important to overall EX than things like compensation, benefits, and vacation time. The importance and impact of these elements have increased as each generation enters the workforce; according to a study conducted by BetterUp, “high EX workers had 28% higher productivity, 37% lower turnover intentions, 142% higher employer Net Promoter Score, 46% stronger organizational commitment and 59% higher job satisfaction.”

To simplify this concept even more, Forrester identifies the main EX Index factors as Inspiration, Empowerment, and Enablement:

  • Inspiration: factors that give employees purpose in their contributions to their company’s mission
  • Empowerment: factors that encourage employees to do their jobs better
  • Enablement: factors that suit the appropriate tools to the employees’ needs

Ultimately, each of these factors depends on employee perception. In the report, Forrester explains that “technology, especially the hardware provided at the employee workspace, can play a significant part in instilling this perception, as specific features and functionalities of user devices lend to improving their comfort, productivity, and overall workplace environment.”

EX + CX

In the survey referenced above, 58% of employees surveyed believe that a strong EX would improve their ability to serve their customers better, and 47% of employers agree that a positive EX will have a high or critical impact on improving customer experience (CX). Especially with customer-facing roles, it is easy to connect the dots between a specific employee’s experience on the job and the customer’s broader attitudes about the company from an interaction with that employee. While employers have a general sense of this connection, the proportion of companies who are making EX a priority is shockingly low.

Consider the following statistics:

  • 82% of employers believe that EX leads to better productivity among employees
  • 71% of employers consider improving CX as part of their top three business priorities
  • 35% of employers consider improving EX to be among their top priorities

Employers should understand that taking steps to improve employee experience will directly impact employee productivity and enthusiasm, which in turn will improve customer experience and ultimately business growth. As such, employers should prioritize EX in business strategies to drive revenue to enhance the efficacy of other efforts.

Read more about the BetterUp findings here.

Read more the full Forrester report here.

Stay tuned for more posts in our EX Blog Series coming later this month!

Tags:  Customer Experience  Employee Experience 

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