Transforming Tomorrow: Elevating Employee Experiences with AI and ML

Transforming Tomorrow: Elevating Employee Experiences with AI and ML

Table of Contents

Introduction

Welcome to Brandon Hall Group's Excellence at Work Podcast. In this episode, we'll be discussing the role and impact of digital workplace technologies on employee experience. Our guests today are Mary Joe Charvin, Chief Human Resources Officer, and Ivon Dopil, Leader of Digital Workplace Services, from Kindrell. As the world's largest IT infrastructure services provider, Kindrell has unique insights into how these technologies can transform the employee experience. During our conversation, we'll explore how Kindrell's HR team re-engineered the employee experience, the importance of data in optimizing employee experience, and the opportunities AI and machine learning Present to improve employee experience.

Re-engineering the Employee Experience

The Transformational Journey at Kindrell

At Kindrell, re-engineering the employee experience was not just about implementing new technologies, but also about creating a culture of continuous improvement. Mary Joe Charvin, the Chief Human Resources Officer at Kindrell, explains that as the company underwent a transformation, they had the opportunity to rethink all their technologies and processes. They wanted to put the employee at the center and drive change that reflected the new culture they were building. Through collaborative efforts with leaders from various departments, including Ivon Dopil, they focused on creating a truly transformative employee experience.

Leveraging Data and Integration

Ivon Dopil, leader of Digital Workplace Services at Kindrell, emphasizes the importance of leveraging data and integration in improving the employee experience. By focusing on a holistic approach, Kindrell aims to integrate technologies like Generative AI and automation to enhance innovation and elevate the employee and customer experiences. In their experience, they have seen a strong correlation between employee experience, customer experience, and improved business performance. To measure and quantify the impact, Kindrell uses Experience Level Agreements (XLAs) to ensure the employee experience is at the forefront of their service delivery.

The Role of Governance and Collaboration

Both Mary Joe and Ivon stress the crucial roles of governance and collaboration in re-engineering the employee experience. Mary Joe highlights the need for regulations and code of conduct to ensure data privacy and ethical use of technologies. Collaboration between HR, IT, and other departments is essential to Align technology strategies with employees' productivity and satisfaction. Weekly governance meetings play a crucial role in ensuring joint decision-making and maintaining a focus on employee-centric solutions.

Assessing Readiness for Gen

The Importance of Data Strategy

Before organizations can embrace generative AI and other emerging technologies, they need to assess their data strategy. Ivon explains that a measured and responsible approach to data is critical. Organizations must consider how they use internal and external data and ensure compliance with privacy regulations. The quality and structure of the data are also crucial factors that impact the success of AI and machine learning initiatives.

Building Necessary Skills and Collaboration

To prepare for the future of AI and machine learning, HR leaders need to develop their skills and understanding of these technologies. Collaboration between HR, IT, and legal departments is essential to ensure a comprehensive understanding of the implications and potential benefits. By building a foundation of knowledge and skill, HR leaders can actively participate in developing an AI strategy that aligns with the organization's goals and values.

Deriving Immediate Value from AI and Machine Learning

Enhancing Skills Development and Performance Monitoring

AI and machine learning present opportunities to enhance skills development and performance monitoring. By leveraging personalized recommendations and adaptive learning platforms, organizations can provide targeted learning experiences for employees. Real-time performance monitoring and sentiment analysis can help identify areas for improvement and provide Timely feedback to drive individual and organizational growth.

Streamlining HR Processes and Employee Self-Service

AI-powered chatbots and virtual assistants can revolutionize HR processes by providing 24/7 support to employees. Self-service portals and AI-driven systems can simplify administrative tasks, allowing HR teams to focus on strategic initiatives and delivering personalized employee experiences. By automating repetitive tasks, HR teams can devote more time to high-value activities that require a human touch.

Opportunities to Improve Employee Experience

White-Glove Digital Service

The combination of AI, machine learning, and generative AI provides organizations with an opportunity to deliver White-Glove digital service to their employees. By leveraging technology to enhance the employee experience, organizations can create a more flexible, diverse, and well-being-focused workplace. This includes personalized recommendations, real-time performance monitoring, and the use of generative AI for innovation and creativity.

Empowering Employees through Skills and Knowledge

At Kindrell, the focus is on empowering employees through skills and knowledge. By centralizing and structuring skills data, Kindrell ensures that the right skills are available to support their customers. AI and machine learning systems suggest new skills based on job changes and completion of assignments, creating a continuous learning culture. This empowers employees to take control of their career development and equips them to provide exceptional service to customers.

Conclusion

The role of digital workplace technologies in shaping the employee experience is becoming increasingly important. Organizations like Kindrell are re-engineering the employee experience by leveraging AI and machine learning to create personalized and innovative solutions. By focusing on data strategy, skill development, and collaboration, HR leaders can derive immediate value from these technologies. The opportunities presented by AI and machine learning include enhancing skills development, streamlining HR processes, and delivering White-Glove digital service. With a human-centric approach and a commitment to continuous improvement, organizations can create a future-ready employee experience that helps drive business success.


Highlights:

  • Kindrell's unique insights into how digital workplace technologies transform the employee experience
  • How Kindrell re-engineered the employee experience through collaborative efforts
  • The importance of data strategy in leveraging AI and machine learning
  • Building skills and fostering collaboration to prepare for the future of AI
  • Immediate value derived from AI and machine learning in skills development and streamlining HR processes
  • Opportunities for delivering White-Glove digital service and empowering employees through AI and machine learning

FAQ:

Q: How did Kindrell re-engineer the employee experience? A: Kindrell underwent a transformation that allowed them to rethink their technologies and processes, placing the employee at the center. They collaborated with leaders from various departments to create a transformative employee experience.

Q: What role does data strategy play in assessing readiness for AI and machine learning? A: Data strategy is crucial in assessing readiness for AI and machine learning. Organizations need to ensure they have a measured and responsible approach to data, considering factors such as data quality, structure, and compliance with privacy regulations.

Q: How can organizations derive immediate value from AI and machine learning? A: Organizations can derive immediate value from AI and machine learning by enhancing skills development, streamlining HR processes, and delivering personalized employee experiences through chatbots, virtual assistants, and self-service portals.

Q: What opportunities do AI and machine learning present to improve the employee experience? A: AI and machine learning present opportunities to improve the employee experience through personalized recommendations, real-time performance monitoring, sentiment analysis, and the automation of repetitive tasks. They also enable organizations to deliver White-Glove digital service and empower employees through skills development.

Q: How can HR leaders prepare for the future of AI? A: HR leaders can prepare for the future of AI by building their skills and understanding of these technologies. Collaboration with IT and legal departments is also crucial in developing an AI strategy that aligns with the organization's goals and values.

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