October Newsletter: Enterprise Services Transformation Case Study, User Adoption vs User Acceptance, and Universal KPIs for Digital Initiatives.
New Case Study is LIVE!
Enterprise Services Transformation – $2.3M in Annual Savings Realized by Addressing Work Friction
Zeta Corp (a pseudonym for a large retail enterprise) was undertaking a major digitization initiative to transform its IT, HR, and finance services. The goal was twofold: reduce operational costs by decreasing the number of FTEs required to support enterprise services and provide a seamless, efficient experience for employees. To achieve these goals, investments were made in new technologies – portals, AI chatbots, and service management tools.
Historically, the organization depended heavily on field HR teams and local HR generalists to address employee queries and deliver key services. The shift to automation aimed to streamline and centralize these processes and improve efficiency across the board.
As the transformation progressed, several issues surfaced:
Learn how Zeta Corp uncovered the exact points of work friction and implemented focused improvements, leading to $2.3M in annual savings, a smoother employee experience, and a renewed confidence in their digital transformation strategy. VIEW CASE STUDY or VIEW 30-seconds long Enterprise Services Demo
GUEST POST:
Start Tracking User Acceptance to Enhance the ROI of Your Digital Transformation
by Dan Eriksen, Head of Customer Solutions at FOUNT Global
It’s not particularly difficult to measure adoption, nor is it wrong to do so. By monitoring simple usage with time logs and keystroke data, you can tell whether employees are actually working with a new tool or solution – certainly an important part of any transformation project. But beyond that, are you really getting any worthwhile insight into how things are going?
FEATURED ARTICLES:
One Metric to Rule Them All: How to Get the Whole Enterprise Speaking the Same Language
Almost inevitably in multi-faceted enterprises, different departments – from HR to IT to operations – tend to retreat to their own territories, making it difficult to measure bottom-line performance across the broader organization. Part of the problem with this kind of siloed approach is that the KPIs from one department – say, percentage of tickets resolved in IT or number of product recommendations for retail associates in customer service – often don’t translate to another. But when the board of directors is looking for productivity updates or areas to cut costs, you need universal KPIs.
Process Mining vs Work-Focused Employee Listening
Process mining is a powerful tool that shows how efficient your processes are - whether they follow the right steps, take the optimal amount of time, and more.
But as W. Edwards Deming pointed out, focusing solely on the voice of the process isn’t enough. You also need the voice of the customer of the process - in our case, the worker.
Without considering both perspectives, executives risk overlooking key factors that drive not only productivity, but also adoption rates and the overall success of digital transformations.
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FOUNT NEWS:
FOUNT Global Earns “Awardable” Status in DoD’s Tradewinds Marketplace, Offering Solutions to Accelerate AI Adoption FOUNT Global, Inc. Assessed “Awardable” for Department of Defense work in the CDAO’s Tradewinds Solutions Marketplace
FOUNT was accepted into the Comcast NBCUniversal LIFT Labs accelerator program! The Fall 2024 LIFT Labs cohort features eight incredible startups tackling some of the most compelling opportunities in AI - scaling, cost optimization, collaboration, and more.
WHAT WE ARE READING:
Nowhere to Hide: Lessons from 2 Years of Hype and Hope
AI projects are failing at an alarming rate - over 80%, twice that of standard IT initiatives. Despite the hype, many companies are struggling to see productivity gains or economic returns. Executives face difficult choices about workforce impacts, and employees remain wary, especially about leadership’s role in AI rollouts.
Wall Street’s once-strong AI enthusiasm is cooling, with Goldman Sachs' Jim Covello questioning returns on an estimated $1 trillion AI investment, describing AI tools as costly, complex, and not "smart enough to make employees smarter."
As JPMorgan’s Jamie Dimon suggests, AI has the potential to be as transformative as electricity, but only if organizations recognize it as more than just a technological upgrade. Success demands a cultural shift, human-centric leadership, and alignment at all levels - a challenge many are underprepared for.
Read the full article to explore the critical human factors that will determine AI's role in future workplaces and why a human-centric approach is essential for truly transformative AI success.
Reimagining Work as a Product
Imagine if companies designed jobs the way they design products, treating employees as customers who “purchase” their work daily. In “Reimagining Work as a Product,” Eric Anicich and Dart Lindsley suggest that by listening to employees’ needs - similar to how they listen to customers - organizations can improve retention and engagement.
Drawing on the “jobs to be done” theory, they argue that employees "hire" their jobs to meet specific needs, which extend beyond pay. For example, employees may seek roles for creative outlets, problem-solving opportunities, or even as an escape from personal challenges. Companies like Asana, Eli Lilly, and Shopify have pioneered similar approaches, focusing on understanding and enhancing employees’ experiences. This shift, however, requires rethinking traditional HR practices and aligning incentives to balance both organizational needs and employee satisfaction.
Read the full article to explore how designing work as a product could transform employee experience and retention.
If the latest Rand report is accurate – that more than 80% of AI projects fail – twice the rate of failure for non-AI projects, then who is providing you with leading indicators for AI’s success?
Until FOUNT, no solution has provided quantified, scalable evidence of AI tools accelerating work across large, complex teams. We are the only company on the map to provide leading indicators.
We would be pleased to schedule a brief 30-minute exploratory call, presenting a use-case scenario for your organization!