#Nextchat: The Frictionless Workforce Experience



“The ‘experience economy’ is not a new phrase — countless articles have been written over the past several years with varying points of view on what this means in the 21st century. This concept is less defined when it comes to the workforce, and more progressive HR and IT leaders are realizing that they must consider the end-to-end ‘candidate to employee to retiree’ experience. It’s no longer just a product, a feature or a service. Because we are surrounded by experiences each day in our personal lives, the workforce has demanded a vastly different experience in the workplace—flipping HR and workforce technology 180 degrees on its head, causing our roles to change faster than ever. ~ Jason Averbook

The future of work is not something that’s just over the horizon. It’s happening now.

HR cannot afford to be the laggards or the late adopters. They must be the innovators who watch trends and implement the changes that make sense for their organization. The changes that will allow them to compete for, develop and retain the best talent. The changes that will create better employee experiences.

Building a Frictionless Experience

In his blog post Have You Built a ‘Frictionless Workforce Experience’ in Your Company?, technology analyst, consultant and keynote speaker Jason Averbook says that “Our new mission should not simply be to bring in a technology product, but to determine what our new role is in HR/workforce technology as we implement and deploy a platform to achieve the mission of a frictionless workforce experience (FWE).

Employees want to use workforce technologies that will work together and for their benefit.  “This means delivering the right product to the right people at the right moment through the right channel,” says Averbook. “We have transactions and data everywhere, often in silos that HR understands but [that are] very rarely organized and delivered in a manner that creates a FWE. This is not anyone’s fault and we have done nothing wrong, but times are a-changing where our focus must shift from the transaction to the interaction.”

How are you creating frictionless workforce experiences in your organization?

Please join @shrmnextchat at 3 p.m. ET on October 4 for #Nextchat with special guest Jason Averbook (@JasonAverbook). We’ll chat about how HR can use technology and data to build and deliver better employee experiences.  

Q1. What’s the first step to building a better and more frictionless employee experience in an organization?

Q2. How does your organization’s digital employee experience compare to its digital candidate experience?

Q3. In which of the following areas will your organization be investing the most over the next 12 months to improve service delivery to the workforce, and why?

  • Process/workflow redesign
  • Portals
  • Direct access (i.e., self-service)
  • Voice search
  • Chatbots (e.g., to facilitate Q&A, to be directed to right places)
  • Machine learning (e.g., to recommend content or a resource to someone)
  • Metrics and analytics

Q4. What steps have you taken to change your workforce technology and the data you collect to make better decisions about creating better employee experiences?

Q5. Continuous feedback-based tools and systems are becoming a major trend in HR platforms. How are you using employee feedback on an ongoing basis to build better experiences?

Q6. What should HR be thinking about when looking to develop a smart technology strategy for creating a frictionless employee experience?

Q7. What’s the best way to understand the WIIFM? (what’s in it for me?) preferences of employees when personalizing HR products and insuring that the delivery is relevant to the person receiving it?   

Q8. How can HR professionals keep themselves and their employees from technology overload and burnout due to the pace of change?



The SHRM Blog does not accept solicitation for guest posts.

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