OneOffice is no longer a pipedream – almost overnight it has become a “have-to-have” business environment to operate and compete effectively in this virtual Pandemic Economy. There is no waiting around for things to revert to the analogous way we used to run things in 2019. Especially when new HFS data shows only 37% of the Global 2000 intends to revert back to the same office-based environment in the future. If you can survive on a third of your client base in the future then good luck to you!
Creating a true OneOffice experience is the very foundation of operating as a digital or virtual organization, where there are no stovepipes, no silos, no breakpoints that prevent processes functioning end-to-end, and data to flow freely across the organization. A virtual OneOffice experience will give you a huge chance of thriving in this new reality, provided you have figured out how you are pivoting your business.
Digital is the only language operations now understand
OneOffice is where automation becomes a native competency, where human performance is augmented by unleashing creativity and personal interaction, where the immediacy of data creates insights to support decision-making that can make or break the firm. In fact, if you can’t operate your organization as one integrated unit where data flows freely back and forth across your process chains from your customers to your employees, from your front office to what you used to call your back office, then you probably won’t survive much longer in today’s brutal Pandemic Economy, where digital is the only language operations now understand.
The Virtual OneOffice Organization is the foundation of the virtual workforce that encompasses both physical and digital entities
Our Virtual OneOffice Experience is the foundation of the ‘virtual workforce,’ where automation tools augment the employee’s digital capabilities and the workplace becomes a “plug-and-play,” work-from-anywhere scenario . It is all about creating touchless, frictionless digital experiences and connecting the front and back offices to facilitate them within a virtual setting.
Increasingly important to HFS’s OneOffice Experience is that any business strategy must align and equally consider both employee experience (EX) and customer experience (CX). Even more so in this virtual environment, the lines blur between who the customer is and who is servicing the customer. Leaders need to focus on the positives they will glean from this Paradigm Economy by putting customers’ needs at the core of their strategy.
Focus on human experiences to unleash people and drive business results
There is an evolution of thinking about experiences underway, from the traditional thinking in siloes — customer, partner, and employee — to a more holistic human experience-focused strategy. Based on the premise that human connections generate satisfaction and loyalty, aligning the goals and experiences across all of your company’s stakeholders will serve to create an impact on business growth and success.
OneOffice Experiences require EX and CX alignment to elevate the human experience
While the concept of ‘CX’ has had most of the fanfare in recent years, your employee experience is just as important and inherently tied to CX (whether or not you’ve made efforts to align them.) The HFS Virtual OneOffice Experience is all about how customer, partner and employee experiences are coming together to drive a unified mindset, goals and business outcomes. Organizations need to ensure they find the right balance of optimizing the use of emerging technology with a robust business case to improve CX to the long-term benefit of the business. This means getting the right information flows in place, eliciting strategic advantage and ensuring exceptional CX to drive loyalty and growth. The OneOffice approach centers on the optimization of the all human experiences involved in an enterprise ecosystem and in improving the use of technology in support of these experiences.
The more connected workers are to their organization and its values, the more empowered they are to support customer and partner experience
The OneOffice approach has become even more important as companies navigate these new virtual workplace experiences with blended physical and virtual environments. Technology change agents that augment and support people can be the glue that connects employee and customer experience, by making data and insights easier to access and decisions easier to make. When so many decisions are made based on emotion, it’s critical to ensure that people have the best data and information aligned to the shared values to support decision making. The more connected workers are to their organization and its values, the more empowered they are to support customer and partner experience.
The Bottom Line: OneOffice is first about your talent and your business model. Then it’s about how successfully you deploy digital technologies to make it all happen
OneOffice illustrates what true digital transformation is all about – pivoting your business model around your customer’s needs (and anticipated needs) and ensuring your whole organization designs its processes right across the operations to achieve these goals with your staff motivated by the common outcomes. This means making similar investments and priorities to ensure your employees are as engaged digitally with your organization and your customers. You can’t get away just focusing on an exemplary customer digital experiences if your employees are not embedded into the same experience.
OneOffice is not just about improving engagement and productivity, but fundamentally about ‘unleashing people,’ and enabling passion and creativity for a new world of work where different skills are required. At HFS we have categorized these skills into the following:
Being a Virtual OneOffice Organizaton will give you a huge chance of thriving in this new reality. It’s about pivoting your desired business model around your people an bringing them all together with your customers and partners in one virtual environment.