Time To Plan For 2023 Digital Office Investments
The tip of 2022 is quick approaching, and digital office professionals all over the place are beginning to plan their investments and technique for 2023. Right here at Forrester, we’ve been fielding dozens of shopper questions from digital office leaders searching for steering on tips on how to put together for the approaching 12 months. With so many macro traits impacting tech decision-making — recessions, hybrid work, provide chain disruption, and extra — it’s clear that we’re in for one more 12 months of serious change within the digital office. Earlier this 12 months, Forrester launched our strategic recommendation for the digital office, which we outline as:
The ecosystem of applied sciences that organizations deploy to allow a productive and safe digital worker expertise. The digital office contains six core parts: core productiveness platforms, employee-facing HR instruments, an orchestration layer, expertise touchpoints, analytics, and software integration.
The place Will Innovation Happen In 2023?
In 2023, we’ll see enhancements to all six parts of the digital office. As we name out in our report, digital worker expertise (DEX) will stay a focus for digital office leaders as they try to make use of expertise to draw expertise, enhance productiveness, and promote worker engagement. Anticipate to see the next digital office traits:
Organizations will pursue tactical use instances to drive DEX ROI. Digital worker expertise has been a scorching space for purchasers ever because the pandemic compelled staff dwelling, and it’s nonetheless essential. Sixty % of expertise and enterprise leaders point out that bettering EX is a high IT precedence over the subsequent 12 months. Fears of an upcoming recession, nonetheless, will seemingly influence DEX funding in 2023, leading to longer and smaller offers. Why? Many leaders battle to outline the ROI of DEX investments right this moment, which can make this class more durable to justify to CFOs. The outcome? Enterprises should concentrate on DEX use instances that cut back price and enhance expertise.Forrester’s recommendation: Double down on expertise funding. Forrester’s Planning Information 2023: Expertise Structure & Supply calls out continued funding in core enterprise purposes and options that defend enterprise belongings and other people. Whereas others might pull again on DEX funding, that is the time to leapfrog your competitors. Tactical DEX enchancment use instances with tangible ROI — comparable to proactive expertise administration — must be key focus areas.
Proactive expertise administration will turn out to be mainstream. Proactive approaches to expertise administration intention to stop expertise points from impacting staff. Importantly for leaders in 2023, they each enhance DEX and cut back prices. Forrester witnessed actual deployments of proactive IT support in 2022. For instance, CGI is utilizing AIOps and conversational AI to deflect 8,000 occasions a month. Proactivity will turn out to be extra mainstream in 2023 and can broaden into new use instances comparable to asset administration, system refresh, and break/repair.Forrester’s recommendation: Deal with constructing an correct knowledge mannequin to faciliate proactivity. Proactivity is just potential with the fitting knowledge to tell actions. Knowledge from end-user expertise administration (EUEM) platforms, endpoint administration instruments, and enterprise service administration distributors can successfully string collectively a number of sorts of knowledge to attain proactivity. These are often ripe for proactive expertise remediation. What sorts of knowledge do it’s essential to acquire in 2023 to facilitate proactive administration?
Vendor consolidation will happen throughout a number of digital office classes. 2022 noticed an acceleration of a development towards simplifying digital office portfolios. Microsoft Groups, for instance, added software and file assist immediately into the platform, whereas distributors comparable to Appspace-Beezy and Poppulo-SmartSpace-FWI mixed forces to unify bodily and digital workspaces and endpoint administration distributors more and more constructed DEX capabilities immediately into the platform. In 2023, anticipate to see higher integration between EUEM and AIOps instruments, consolidation of visible collaboration instruments into broader suites, and integration of extra sensible workplace tooling into digital office choices.Forrester’s recommendation: Assess your present software stack now. Search for overlapping function units from a number of suppliers. Are there alternatives for simplification? Might DEX enhance if staff accessed these capabilities from a single platform? Integrations that cut back context switching will particularly influence worker productiveness in optimistic methods.
Personalization will rise as a digital office requirement. Personalization has been a key development within the worker communications house since pre-pandemic instances however is now discovering its position within the digital office stack. Orchestration and viewers segmentation capabilities allow the supply of focused content material, information, apps, and notifications into most well-liked interfaces. These individualized experiences will be primarily based on the worker’s position, job stage, and even how they match into the anywhere-work spectrum of dwelling workplace, company workplace, or frequent traveler.Forrester’s recommendation: Equip totally different worker personas with their very own individualized digital workspaces — which Forrester defines as “the customized and customizable set of apps, content material, and gadgets that make up a person’s productiveness expertise in accordance with their office persona.”
Digital office leaders will double down on new approaches to success metrics. Look ahead to extra cohesion across the varied analytics and dashboards supplied by totally different parts of the digital office. Traditional engagement measurements (comparable to content material views, electronic mail open charges, variety of contributors in a chat channel) or service-level settlement (SLA) measurements for software uptime, for instance, will shift into extra employee-centric “experience-level agreements” (XLAs). A few of these XLAs can be “SLA 2.0” — like PC boot time — however others will take note of broader worker journeys — like onboarding.Forrester’s recommendation: Outline success primarily based on worker outcomes, not on simply IT efficiencies or the info that’s best to report on. Measure worker satisfaction on an ongoing foundation and benchmark real-time human experiences — not the efficiency of servers or apps.
Want Assist With Your Technique?
When you’d prefer to be taught extra about tips on how to construct a digital office technique, purchasers can entry our current report and recorded webinar, or attain out to Andrew and Cheryl at [email protected].