The Realizer

The Official Magazine for WalkMe Realize: The Digital Adoption Event

Customer Edition

Realize is WalkMe’s highly anticipated digital adoption conference. At this exclusive two day event, hear from and be inspired by industry leaders, gain best practices, and engage with like-minded professionals to help you take digital transformation to the next level.

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Editor's Note

WalkMe Realize is almost here!

At WalkMe Realize, my goal is to provide actionable content that will leave you feeling inspired on your digital adoption journey. Therefore as we head into our final stretch before the digital adoption event of the year, for the last edition of the Realizer Magazine, I wanted to dedicate this edition to our customers.

Every thought leadership piece in this edition is based on real issues that our customers face on a daily basis, from providing their employees with mobile apps that help their productivity, to becoming digital leaders in the age of microenterprise software systems.

Remember – many can dream, but only a few Realize!

Rephael Sweary

-Rafael Sweary
Co-Founder and President of WalkMe

Countdown to WalkMe Realize:

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The WalkMe Realize Master Agenda is now live!

Inspire

Enterprise Software is Tackling Mobility All Wrong

Mobile has taken over the world, to such an extent that two-thirds of the population, 5 billion people in total, have cell phones. With that in mind and the number of workers that use enterprise software around the world – then it should be a surprise that mobile offering is still not considered a must for organizations to provide to its employees. And yet, with the number of global and squad-based teams on the rise, mobile is a critical component of the next-generation digital employee experience. So why the disconnect? Furthermore, why is enterprise mobility still in a state of unfulfilled promise?

Unlike mobility, the digital employee experience is considered to be a critical component in the success of an organization’s business operations. However, the digital employee experience was not always held in such high regard, and this is partially a result of technological transformations and revolutions being blocked by culture. According to a recent Gartner Survey, 40% of correspondents attribute business and IT alignment as the crown barrier to building an all-inclusive multi-experience digital employee experience. It’s known that people don’t like the unknown, even more so in an organizational setting – and change management, overall, is a barrier to scaling. And thus, as organizations grow and expand, creating seamless change management and with that, a harmonious digital employee experience has a direct result on a business’s bottom line. With Gen-Z setting out into the workforce, and the importance of digital employee experience is at an all-time high, enterprise software is being challenged to the extent of which the market has yet to witness, especially for their mobile offering. So why has mobile-first still not become a priority for enterprise software?

Realizer Fact:

The enterprise mobile market is expected to hit a revenue of $430 billion by next year!

The Missing Connection: Mobile and Enterprise Software

Despite the ever-growing introduction of technologies  that have a direct impact on the digital employee experiences, enterprise software continues to be categorized as having a stereotypically intimidating learning curve in regards to UX and UI. This stereotype is due in part to the hyper-competitive consumer-facing software industry, as it compares to enterprise, historically being required to compete to achieve the friendliest user experience and interface. As a result of this newborn digital age, the next generation of digital employees, being Gen-Z and Millenials, have become accustomed to these perfected user interfaces in the mobile-first world they were born into and grew up in. In turn, this raises the question of how to accommodate the increasingly vocal requirements of employees regarding the overarching digital employee experience across all age demographics.

Business leaders building a well-rounded digital employee experience, moving forward, will be required to place cavernous consideration on the gap that has been driven between the digital dexterity of employees across generations. At present, enterprise mobility has firmly been placed on the back burner in regards to realizing its full potential as a crucial component of the digital employee experience. As mobile continues to evolve, its applications in conducting seamless business across teams, organizations, and the globe are becoming ever more apparent. So, digital employee experience is vital to enterprise software, mobile is crucial to having a seamless digital employee experience, so therefore mobile should be a critical component of an enterprise software offering.

However, this isn’t the case. When mobile and enterprise are not in alignment, it is the digital employee experience that falls into the gaps. But maybe, calling this a missed connection only touches on one aspect of the relationship – maybe, there is actually a clash happening between mobile offering and enterprise software. Why? Because for the digital employee experience to be seamless, mobile offering and enterprise software must have the same functionalities.

It would be amiss to leave out that there are enterprise software companies that are pushing for a mobile version of their software. However, when we look at their mobile offering, their idea of enterprise software is mobile and on-the-go friendly, yet actually pairs back the functionality of their enterprise software. This means that their version of on-the-go enterprise software is not enough for employees to fully complete their work, and therefore it does not provide the complete digital employee experience that is required.

So how do we merge all the functionality of enterprise software into a mobile experience that will create the digital employee experience of the future?

Understanding User’s In-App Experience

Enterprise software is known for not having the friendliest user interface, especially for the shifting workforce who grew up with the hyper-normalized perfected user experiences of the mobile-first world. Thus, in order to merge the functionality of enterprise software into a mobile experience, the first task is to understand what the on-the-go business processes of an employee consist of. Only with complete visibility of the enterprise-mobility digital employee business processes from start to finish, can you then tackle what a seamless digital employee experience, including mobile-friendly versions of enterprise software, should look like.

Apprehending the Bottlenecks of Enterprise-Mobility

Productivity and efficiency are pinnacle outcomes of a smooth digital employee experience, and productivity for employees relies on cross-application and connectivity of enterprise software. At present, the divergent ecosystem of desktop/mobile devices, operating systems and enterprise platforms/applications organizations employ today is overwhelming, and directly ties into the shortcomings of enterprise-mobility. As such, when in a mobile offering all the functionalities that were once on the web are not possible, you need to understand where employees get stuck in business processes when they are on-the-go. It is only when understanding the bottlenecks of mobility, utilizing automation and AI, can you start to create a mobile offering that will generate a seamless digital employee experience.

Since mobile apps, in general, have a narrow scope of functionality, in comparison to the web version, ensuring that business processes can be completed while employees are on-the-go will be left to automation. With the introduction of automation into the mobile offering, employees can experience the full functionality that comes with the enterprise software, but on their mobile phone. The implementation of artificial intelligence bridges the aforementioned gap digital employees fall into as a result of missing cross-application functionalities, including mobility. Only with help from automation can the digital employee experience be as seamless as possible, and fulfill its promise in helping achieve businesses achieve their bottom line.

Experience

Digital Leadership in the Age of Microenterprise Software Systems

Microenterprise software systems can be hugely beneficial to an organization because they serve to fill the holes and streamline functionality of core platforms. However, the phenomenon also poses its fair share of challenges, especially given the speed at which it is flooding the corporate world.

Every vendor’s software has its own terminology and rules. As a result, each platform generally requires dedicated onboarding. For employees, this could mean mastering tens, if not hundreds, of different “digital languages.”

Adapting to new systems can be taxing for employees. It also takes precious time and cognitive resources away from their core work. In my work, I’ve seen a growing sense of frustration over the costs to implement digital systems intended to improve productivity. Should this trend continue its course, what happens in five years?

Realizer Tip:

Ian McLean, Head of IT Employee Experience, Schneider Electric, will be speaking on the Economics of Digital Leadership at Realize!

The age of digital hyperspecialization brings with it a new set of challenges for digital leadership, but how can organizations use this phenomenon to their advantage?

Make peace with the dynamic nature of digital.

We must acknowledge that the digital landscape is constantly changing and the speed it is evolving at will only increase. Microenterprise software systems are the newest piece in an ever-expanding puzzle. Once we accept that, we can start to match the pace of digital with internal change.

Redefine change management.

A trend that I believe digital leaders need to actualize is the conceptual shift of “change management.” Traditionally, change management was set in place to manage a specific one-off change project within the organization. With the dynamism of digital, I predict that we will see a new paradigm in which change becomes a constant factor and change management becomes an ongoing tool to mitigate this process.

Use technology as a space rather than a tool.

When the shoe fits, you forget you are wearing it. On the other hand, if something is pinching, your attention will be focused on it. Our technological paradigm is currently stuck in the second half of the analogy. As digital leaders, we need to be aware of the goal: technology as our infrastructure, not just a set of mismatched tools. I believe a user should be able to use technology with zero prior knowledge because the technology itself molds to the user.

Enable and empower the user.

In order for us to achieve a state in which technology becomes the invisible backdrop, these systems must become second nature for users. This is the next great hurdle of digital transformation. The solution I see is twofold: combining an HR approach to enablement with the technology to smooth this transition. This can happen when users no longer need to complete processes, but only express their need and see the task completed. Think of Siri: She works as a go-between and creates a conceptual separation between the internal working of your phone and the user experience. In enterprise software, this could eliminate most user challenges.

The abundance of attractive digital options will only continue to grow. The challenge is making these options equally attractive to the end-users.

Play

How to Ensure a Successful Software Rollout

We all understand the critical role software plays in your employees’ ability to innovate, increase productivity, and fulfill business goals. However, the software rollout and integration processes continue to trip up many organizations, with the majority ending up in failure. This challenge is compounded by the need to routinely add new software to employees’ workflow. For project teams and department leaders working on a software rollout plan, there are a few main questions to consider.

  • How do you ensure your implementation will meet users’ needs and fulfill business goals?
  • How do you mitigate resistance and provide a consistently positive digital employee experience?
  • How do you minimize the inevitable “productivity paradox” that comes with introducing an unfamiliar software?

The key to a successful software rollout is knowing how to answer each of these questions and building a comprehensive, scalable, and replicable process to bring them to life.  Here are three tips to get you started.

1. Involve Stakeholders

From the planning stage throughout the implementation process, maintaining strong lines of communication with key stakeholders will be critical to assuring a successful software rollout. In the initial stage, start by gathering all relevant stakeholders to ask for their needs and goals related to the new software, as well as questions and potential challenges.

2. Identify Potential Challenges

identify the challenges that could arise in the wake of a software rollout. Identifying these ahead of time will help mitigate their effects and safeguard productivity. Listen to the concerns of your teams. They may hold vital information on what has failed in the past and suggestions for how you can avoid making the same mistakes again. Having open lines of communication are essential to making sure employees feel comfortable coming forward to voice their concerns. Once you identify potential roadblocks, create a strategy to preempt them.

3. Make training a top priority

Your new software’s value as only as high as your employees’ ability to use it. In other words, you can have the most sophisticated, best-in-class tool, but if no one can use it properly, you might as well have not purchased it at all. Making software onboarding and ongoing training a top priority is a critical part of achieving the full potential value of your digital assets. Additionally, training helps foster engagement and a more positive user experience for employees.

Realizer Tip

Don’t Miss the “Walk, Run, Sprint: Jumpstart Your Software Migration with WalkMe” session at Realize!

Meet the Experts

Maor Ezer
Chief of Staff

Maor Ezer is a seasoned entrepreneur with a real passion for building disruptive web and mobile products. Recently, as Co-Founder & CEO of Abbi.io, Maor led the team to a successful acquisition by WalkMe.

“Realize is a confirmation of the evolving imminent need of seeing value on our technology investments. Companies are realizing that this is the time to focus on delivery and ROI.”

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