The Tools & Technology Pillar
This pillar focuses on the tools and technology your organisation uses to enable a robust people-centric improvement strategy. It looks at how you capture employee, customer and business insights, how insights are made available and what resources you have available to harness the tools you invest in.
The Individual Assessment Points
4.01 - Employee Wellbeing Insights
4.02 - Visitor & Customer Insights
4.03 - Business Performance Insights
4.04 - Business Wide Access To Insights
4.05 - Necessary Resources & Skills
4.06 - Intelligent, Effective Investment
The Importance For Your Organisation
Employee Wellbeing Insights
Any organisation that is seeking to be people-led should be capturing and assessing feedback from their employees as to their mental and physical wellbeing.
Following assessment, making changes within the organisation to help improve employee wellbeing should be an ongoing priority.
Visitor & Customer Insights
A key foundation for becoming customer-centric is utilising both qualitative and quantitative insights to inform the user experience (UX) and customer experience (CX) improvement roadmap.
Not only is it important that businesses invest in tools to provide customers and potential customers with feedback options and insights in to their behaviour (which isn’t possible with an analytics tool only), but that they have the necessary expertise to extract and interpret the results.
Business Performance Insights
As is well known and understood in business, you can’t improve what you don’t measure. Capturing business performance insights is crucial in order for an organisation to make informed decisions on what changes they need to make, to become a more sustainable and profitable organisation.
Business Wide Access To Insights
Ultimately, having a customer-centric mindset will lead to having a continuous stream of insights of customer and potential customer behaviour.
Providing access to these findings and learnings to employees within and across an organisation ensures that wherever there are opportunities to improve the customer experience, existing customer learnings are harnessed as part of the planning process.
Necessary Resources & Skills
There is no point a company investing in tools and technology without having the resources and skills to harness the features and functionality those tools provide.
There can often be cases where companies have made significant investment in tools which appear to offer everything the company could ask for in order to excel, yet they simply don’t have the available resources or required skills to harness what is now available.
Intelligent, Effective Investment
In most cases it costs organisations money to invest in various tools and technology as they build and grow. Understanding whether or not there has been and continues to be intelligent and effective investment made in this area will highlight if there are any finances currently being wasted or under-utilised.
