A summary of my latest thoughts on how to reimagine digital employee experience to be more human, resilient, and effective in a remote-first world of work. We have a historic opportunity and momentum that can drive immense positive change for workers, businesses, and their stakeholders.

1. © 2010-2020 Constellation Research, Inc. All rights reserved.
@dhinchcliffe @ConstellationR
VISIONS FOR THE JOURNEY TOWARDS A
POST-2020 EMPLOYEE EXPERIENCE
1
How Work and Life Is Being Transformed During and After The Pandemic
DION HINCHCLIFFE (@DHINCHCLIFFE)
VP & PRINCIPAL ANALYST
CONSTELLATION RESEARCH
ZDNet
Executive Fellow, Tuck School of Business
dion@constellationr.com

2. (cc) Creative Commons, 2010-2020. Constellation Research, Inc. Some rights reserved. #digitalworkplace @dhinchcliffe
Top Insights
• Work will simply not go back to the way it was
• Organizations need to plan for a hybrid model of work
• Remote-first, with some physical
• Return to Work protocols will be very complex in many
cases and result in significant productivity shortfalls
• Technology is still the best available tool to address
remote work, business disruption, and growth
• But it must be aimed at human factors that matter
most
• Especially wellness, resilience, and effectiveness
• In retrospect, our digital workplaces were far too
haphazard and disorganized
• We now have the tools and concepts to rethink the
employee experience from the ground up to be much
more humane, effective, and sustainable for the future

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25%
The Number of Workers Currently Expected to Return to a Physical Workplace Post-2020
Source: Gallup

4. (cc) Creative Commons, 2010-2020. Constellation Research, Inc. Some rights reserved. #postpandemic #futureofwork #ioms20 @dhinchcliffe
A Pandemic Playbook for the The Future Of Work
Suddenly Remote
Business Continuity
Upgrades
Expanded
Remote Work
and Reskilling
Programs
Financial Uncertainty and Budget Reductions
Operational Disruption
Recovery and Growth Plans
Staff Reductions
M&A Rollup of Distressed Players
Upended
Digital Transformation
GoalsNew Digital
Playbook
Worker Skill
Shortfalls
Geopolitical Constraints
Cloud
Supplier
Capacity
A Very
New Normal
New Lean,
Automated
Operations
v1.2
Quarantine Ends
Upleveled Hybrid
Employee Experience
Struggling Remote
Workers
= Obstacle
= The Route Around It

5. © 2010-2020 Constellation Research, Inc. All rights reserved. #postpandemic #playbook @dhinchcliffe 5
Tech Spending Is Shifting By Industry
Government
Food and beverage
Technology
Healthcare
Real estate
Telecommunica9ons
Engineering
Educa9on
Insurance
Media
Legal
Consumer
Not for profit
Retail
Manufacturing
U9li9es
FMCG
Financial services
Automo9ve
Energy, oil and gas
Travel and hospitality
-30% -23% -15% -8% 0% 8% 15%
-27%
-22%
-21%
-18%
-17%
-15%
-13%
-13%
-12%
-11%
-11%
-8%
-7%
-5%
-4%
-3%
3%
9%
9%
11%
13%
Source: R “Ray” Wang

6. (cc) Creative Commons, 2010-2020. Constellation Research, Inc. Some rights reserved. #postpandemic #futureofwork #ioms20 @dhinchcliffe
The Post-Pandemic Organizational Shifts
Service Model
Org Model
Core Approach
Push Pull
Hierarchy Community
Planning Model,
Growth Model
Linear Exponential
Operating Model Centralized Distributed
Motive Force
Design for
Control
Design for
Loss of Control
Let the Network
Do the Work
Do All
The Work

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A Better Worker Journey Must Be Holistically Developed
worker
• Knowledge-centered
• Change proactive
• Big picture oriented
• Location-of-choice
• Mobile-first, remote-first
• Focused on wellbeing of all
• Data and insight-driven
• Guided and enabled
• Tech accelerated
Data
Apps
Culture
Process
Candidate
Hiring
Pre/Onboarding
Orientation
Relocation
Training/L&D
Perf. Mgmt
Job Redesign
Reorganization
Family Change
Benefits
Promotion
Claims
Collaboration
Projects
Travel
Personal Leave
Key Practices
Recognition
Offboarding
Departure
Alumnus
Operations
Communications
Compliance
CSR/Giving Back
Innovation
Management
Automation
digital
journey
physical
journey
emergent experience coherent experience
devices
ops
shared
outcomes
coalescing
integrating
organizing
designing
focusing
from to
complexitymanagementdistributedco-creation
beginning…
middle…
end…

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Yesterday’s Mostly Accidental Digital Employee Experience

9. © 2010-2020 Constellation Research, Inc. All rights reserved. 9
The New Post-2020 Digital Employee Experience
recruiting
pre/onboarding
work
family
promotion departure
worker
external
onramp
activities
change
offramp
wellness remote-first resilience
experience delivery
new post-2020 emphasis
Worker to Worker Org to Worker Worker to Org Worker to Digital
Employee Experience Platform
Experience Analytics
Systems of Record Systems of Engagement Productivity Health
Experience Architecture
Experience Support
Experience Production
{A New
More Holistic
Employee
Experience
Stack
more
virtual
less
physical

10. © 2010-2020 Constellation Research, Inc. All rights reserved. 10
Experience Production
Some Rights Reserved, 2020 by Dion Hinchcliffe
Worker to Worker Org to Worker Worker to Org Worker to Digital
Employee Experience Platform
Experience Analytics
Systems of Record Systems of Engagement Productivity Health
Experience Architecture
Experience Support
Journeys Touchpoints
{A New
More Holistic
Employee
Experience
Stack
experience delivery
less physicalmore virtual
Elements of a Modern Digital Employee Experience

11. © 2010-2020 Constellation Research, Inc. All rights reserved. @dhinchcliffe #NewCSuite #PostPandemicPlaybook
11
© 2010-2020 Constellation Research, Inc. All rights reserved.
Revitalization and Growth
Survival
Disruption
(4 months ago) Now 2 months Post-2020
• Priority is to survive given an open-ended timeline
• Allocate resources to both survival and growth tracks
• Identify longest lead time items and get started
• Build your employee experience playbook across these two tracks
• Execute using more dynamic resources (matrixed team, gig workers, etc.)
• Track progress in real-time using analytics
• Risk manage but think far outside the box
• Get all hands on deck, including partners and suppliers
• Create a matrixed post-pandemic StrategyOps team
• Rapidly and proactively experiment and pathfind solutions
• But keep a safety critical core stable
Post-Pandemic Playbook for the Future of Work
#postpandemic #futureofwork #ioms10 @dhinchcliffe

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Key Takeaway:
This is a historic opportunity to
change work for the better.
We cannot miss it.

13. © 2010-2020 Constellation Research, Inc. All rights reserved. @dhinchcliffe #NewCSuite #PostPandemicPlaybook 13
Achieving the Post-2020 Employee Experience Shifts
© 2010-2020 Constellation Research, Inc. All rights reserved.
Service Delivery
• Make Remote Work a Long-Term Success w/ upleveled EX
• Reinforce Business Continuity and Cybersecurity
• Ramp up Mass Automation/AI/RPA
• Proactively Redesign the Employee Experience for the Top Journeys
• Next-Gen Consumer-Grade IT for more Experience-Centric, Agile Delivery
•
Restructuring
• Move to New Staffing Profiles (more gig economy, less permanent FTE)s
• Redesign for Lean Operations
• Rebuild the Supply Chain
• Recast IT into a New Cost Profile (larger, not less)
• Re-Imagine Digital Transformation Goals and Plans
Planning and Strategy
• Strategizing a Return to the Office
• Cope with New Geopolitical Tech Landscape
• Partner with the CHRO and Comms to Rebuild
• Create a Larger Uncertainty Set Aside
• Start Strategy and Budget for Remote-First 2021 Employee Experience Now
#postpandemic #futureofwork #ioms20 @dhinchcliffe

14. © 2010-2019 Constellation Research, Inc. All rights reserved.
Dion Hinchcliffe
+1.202-538-0059
dion@constellationr.com
@dhinchcliffe
dionhinchcliffe.com
www.ConstellationR.com
Questions?

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