A major shift is underway
The findings of Leapgen’s 2018 Experience Delivery Survey pointed to the fact that workforce experience was the new king reigning over business drivers for HR Transformation. Five years later, the Mercer | Leapgen 2023 survey shows that the importance of workforce experience is even stronger today.
In last year’s study, Mercer | Leapgen predicted that 2022 would be remembered as a turning point in HR service delivery with digitalization as an underpinning of all meaningful HR Transformation programs, largely by the pandemic-driven push toward remote work. Our 2023 study affirms that while most organizations are moving back toward some level of in-office work, remote work remains more prevalent than pre-pandemic levels.
The intensive focus on workforce experience and digital delivery, as measured in this year’s study, suggests that 2022 was indeed a turning point where HR Transformation took a radical turn. Therefore, old ways of thinking about HR service delivery transformation (i.e., offshored shared service centers, IT ticketing systems repurposed for HR, tier 1 only supporting inquiry resolution, use of a call center, etc.) are becoming obsolete. Workforce experiences can no longer be the product of retrofitting existing HR operating models. Rather HR operating models need to be reimagined based on desired workforce interactions.