Data-driven Employee Experience Management for IT Infrastructure

As cloud technology becomes more prevalent, companies are using a variety of SaaS applications, and company-internal IT infrastructure is becoming more sophisticated and complex. This has been accompanied by increasingly complex anxiety and dissatisfaction among employees using the IT infrastructure, so that systems departments tasked with providing solutions are confronted with difficult decisions in considering where to begin. Data-driven Employee Experience Management for IT Infrastructure uses the Qualtrics EmployeeXM™ solution to enable employers to provide employees with the technology experience they need to elevate their user satisfaction levels, while maximizing the effectiveness of corporate IT infrastructure investment. This is done by bringing visibility to the actual state of experience and supporting proposals for solutions grounded in data.

This refers to the "O" data, or operational data that the company has been able to access up to now. Another way to express this is to ask "What has happened?" For instance, when a failure occurs, all that can be ascertained from the tickets left behind is the event and its results̶ incomplete information. When an issue is discovered, asking why it occurred in order to identify causes and derive suitable solutions often involves conducting interviews with key users. But this ① takes time, ② involves difficulties with appropriate timing, and ③ is often thrown into confusion by a vocal minority. The effort can end in insufficient research, leading to experience gaps among employees.

Technology experience gaps directly impact ease of work for employees, posing obstacles to maximal application of their capabilities. The urgent task for companies is to use the facts represented in data as the basis for decisions on the extent to which they can direct limited IT investments efficiently into measures that contribute to company business.

The experience management tools provided by Qualtrics enable companies to prepare a diverse range of survey questions on their internal IT infrastructure, then to administer and analyze their own surveys consistently. This results in efficient surveys that overcome a variety of issues with conventional employee surveys.

At ABeam Consulting, we maintain templates that bring visibility to the actual state of corporate IT infrastructure, based on knowledge gained through many years of providing outsourcing services to companies in a wide range of industries. We can then propose ways of addressing the newly visible circumstances based on our past performance and experience with our own wide range of solutions, providing support that ranges from compiling requirements to realizing the next actions based on analysis.

In the conventional case of outsourcing to a contractor, survey result reports are received 2 to 3 months afterward, and additional survey measures are then considered. By comparison, we begin our first discussions of survey results as early as the sixth week after receiving the survey items, and can recommend next action in 10 weeks.