Business & Value

How easy is it for your customer-facing people to do their jobs? #dwt15

…… Part of The Basics series. First published in January 2015 ……

How easy is it for your customer-facing people to …

  • Find the information they need,
  • Provide rapid service,
  • Collaborate with their customers and colleagues,
  • And in general have a smooth and efficient work experience?


  • Very easy
  • Relatively easy
  • Somewhat difficult
  • Very difficult
  • Impossible

Only 10 organizations out of 303 participants responded “very easy”!

I was not surprised. Last year only 9 responded “very easy”.

How do these 10 organizations differ?

Demographically, they vary widely.

  • They are headquartered in 5 different countries in 3 continents: Australia, Denmark, the US, the UK and New Zealand.
  • They range in size from 1,000 to over 75,000 employees.
  • The youngest organizations are 5 years old, the oldest are 90 and 100 years old.
  • Their sectors of activity include banking, construction/engineering, consumer products & services, government, professional services, and TMT (telecommunications, media, technology).
  • They have different types of workforces ranging from 100% Desk-Office to 60/40 percent Floor-Field/Desk-Office.
  • They self assess their own social collaborative maturity at different levels.

More importantly, what do they have in common?

  • 9 out of 10 are dominant or major players in their industry.
  • 8 out of 10 say “Business and operational performance” is a strategy driver.
  • 7 out of 10 evaluate their management style as “open and participatory” when it comes to top management, communication, HR and IT.
  • 6 out of 10 share the priority enterprise goal: “Customer satisfaction”.

Quick conclusion: Something is seriously wrong with the digital workplace when it comes to the customer-facing workforce.

If only 10 out of over 300 people say their customer-facing workforce finds it “very easy” to serve customers, there is something we need to understand and solve