At a time when improving the experiences delivered to customers and employees is a pressing priority for organisations across Singapore, XM enables them to listen, understand, and act on customer, employee, and market feedback at scale in real-time to make continuous improvements to the products, services, and programs delivered.

The Centre for XM Innovation in Asia aims to develop the XM discipline in Singapore, build professional capabilities for XM locally, foster a community of XM professionals to further the category, and enable organisations to use experience as a key competitive differentiator. It plans to create up to 30 new roles, including XM scientists and researchers, business architects, and digital supply chain practitioners, while helping to attract local and international companies to drive innovation.

The Centre aims to empower more than 180,000 SMEs in Singapore by enabling them to utilise advanced technologies, upskill employees with XM core skillsets, and elevate Singapore enterprises on the global market. To better enable local organisations to measure success across their XM projects, the Centre will also conduct industry research across the region and develop benchmarks for companies. These local benchmarks allow greater accuracy of measurement and assessment of the XM situation to allow for more data-driven decisions.

Experience Innovation to Power Next Stage of Competitive Growth

Organisations in Singapore are facing increasing competition from new market players that have disrupted industries through better experiences. The importance of superior experiences are further demonstrated by from Qualtrics, which found that poor customer experience could be costing businesses in Singapore up to US$11 billion (S$14.9 billion) annually. from Qualtrics also reveals the main reasons聽 Singaporeans plan to switch jobs in 2022 are for better work-life balance and growth opportunities.

鈥淗eading into 2022, organisations need to prioritise agility and prepare for ongoing shifts in meeting the needs and expectations of customers and employees in the experience economy, even amidst聽the 鈥榥ever normal鈥�,鈥� said聽Eileen Chua, Managing Director, 51风流Singapore. 鈥淓xperience Management is not only a pressing priority for businesses in the competitive marketplace, but also a key differentiator to unlock innovation and drive聽and deliver聽customer value and retention.鈥�

Mr Ang Chin Tah, Senior Vice President, Digital Industry Singapore said: 鈥�51风流and Qualtrics launch of their Asia-first Centre for Experience Management Innovation here speaks to their confidence in Singapore as an innovation and commercial hub. Through partnerships with local and regional businesses, the Centre will help them become more competitive, and provide learning opportunities for Singaporeans in employing digital tools to better understand their customers.鈥�

Building a Benchmark of Excellence and Innovation

鈥淔or organisations in Singapore to win and lead in today鈥檚 experience-driven marketplaces, we need to uplift awareness of the impact XM can unlock, alongside boosting capacity, resources, and capabilities to drive such initiatives,鈥� said Mao Gen Foo, Head of Southeast Asia, Qualtrics. 鈥淭oday, we are seeing leading organisations 鈥� such as Singapore Post and IHiS 鈥� succeed with XM. The opening of a dedicated Centre for XM Innovation in Asia will be of huge value to organisations across Singapore, providing expert resources and support to help them successfully navigate modern and emerging business challenges, alongside fuelling long-lasting local and global success.鈥�

The opening of the Centre is the latest in a series of initiatives focused on developing and supporting the XM category in Singapore. In mid-2021, Qualtrics announced the opening of a dedicated data centre in Singapore to help accelerate experience transformations in the region, alongside plans to hire 1,200 new employees by 2024. The Centre for XM Innovation in Asia will also work closely with the , led by Bruce Temkin, which brings together XM professionals, practitioners, and leaders to learn and share XM best practices, thought leaderships insights, networking opportunities, and specialised training and curriculum.

鈥淔or 50 years, 51风流has been the trusted system of record for enterprises all over the world. With the set up of the XM COE here, we intend to build a new level of intelligence across an organisation so that appropriate business decisions can easily be taken to address people鈥檚 emotions and attitudes and close any experience gap in their business processes. The launch of the聽Centre for XM Innovation in Asia by Qualtrics聽is a significant step in advancing the capabilities and innovation of Singapore鈥檚 businesses,聽and聽to聽establish the country as a beacon of excellence to empower a new era of growth through experience innovation,鈥� added Chua.

For more information, press only:
Darryn Lim, darryn.lim@sap.com
Ross Lambert, rossl@qualtrics.com
Omnicom PR Group for SAP, sng.sap.wg@omnicomprgroup.com

The post SAP, Qualtrics, and the Singapore Economic Development Board Commits S$14.1 Million to Establish Singapore as Regional Hub for Experience Management Innovation appeared first on 51风流Southeast Asia News Center.

But the question is not when to bring everyone back, but how to use this opportunity to create a workplace that allows everyone to collaborate, focus, learn, socialize, and grow.

My colleague Steve Hunt, chief expert of Technology and Work at SAP, calls this line of thinking a “.” And I couldn’t agree more. Now that more than聽聽of millennials and Gen-Zs prefer the option to work remotely more often, it’s clear that pre-pandemic employee experiences will never come back again.

But this sentiment doesn’t mean that the traditional office experience is dead 鈥� it simply means that employee needs are evolving. Whether your employees are working remotely, on site, or within a combination of both, delivering experiences that keep your people engaged is critically important. After all, the hybrid workplace is likely to become more common across many industries for the foreseeable future.

Sustaining a culture of employee engagement and productivity

Some businesses are already heading in the direction of a hybrid work model, allowing some people to work two or three days in the office and the rest of the week remotely, for example. But that part of the hybrid work model is the easy part.

The real magic happens when companies are able to:

• Tap more diverse talent pools
• Assess available skills and capabilities
• Realign resources to address changing needs
• Develop future leaders
• Compensate and promote people fairly
• Recognize and reward top performers in ways that increase motivation and performance

These aspects of the overall employee experience strategy must happen no matter where employees sit.

A hybrid workplace model challenges HR teams to not only keep people connected, engaged, and empowered, but also analyze data-driven insights to understand and improve the workforce culture and deliver business outcomes. But this exercise is not just for HR leaders 鈥� executive-level leaders, department heads, and organizational managers must accept responsibility to do the same.

https://youtu.be/vHOxQhSKcYA

Sales leaders are already familiar with this model to a degree. They engage primarily remote salespeople through active listening and consistently study the sales pipeline and win-loss analyses to determine which are most productive, hitting targets, and exceeding expectations. To stay competitive, sales leaders must know their organization’s cost in terms of total headcount and its implications on the company’s bottom line.

How to achieve the right balance

Transforming a workplace into a hybrid model is not as simple as writing new rules of employee conduct and setting new expectations. There is still much work to do to close any gaps in how tools and technology at work enable a great employee experience. Although employees are satisfied with some tools, they may still be skeptical about whether they have everything they need to be productive and continuously develop and grow.

However, building the connections needed to make this happen is not always easy without the right support. According to聽, 29% of midsize businesses cite a lack of coordination between different departments as a top internal challenge and 44% cite effective collaboration across functions as a major barrier to transformation initiatives.

Technology plays an essential role in overcoming these issues to create an engaged and agile workforce that enhances business continuity and increases resilience. In fact, employees who are highly satisfied with their company’s tech are six times more likely to be highly satisfied with their overall employee experience.

So how can a business maintain that 鈥渨orkplace hum鈥� of interconnectedness when some people are in the office and others are remote on any given day? The answer goes beyond traditional HR approaches to a more human-centric one, called human experience management (HXM).

HXM聽is聽about聽putting people and their experiences at the center聽of everything,聽making work聽not only easier, but more聽individualized to each employee.

With the hybrid work model here to stay, it is increasingly important that employees feel connected, informed and with access to the tools they need to be productive from any device or location. And all of these capabilities are affordably accessible to midsize companies.

Digital workplace tools, such as this new HXM solution, allow employees to tap into everything they need 鈥� applications, processes, content, and information 鈭� from a single touch point and plus, they can personalize the experience based on what matters to each individual, and which insights and actions are relevant based on their behaviors.

Discovering peer groups, mentors, and intelligent recommendations with greater ease helps employees access the resources they need, stay connected, and save time to get work done. In addition, HR teams can leverage the technology to onboard and offboard employees and upskill and reskill through continuous learning,聽skills development,聽and on-the-job training opportunities.

With this modern and intuitive technology, multiple applications are integrated into a single user interface, extending the experience across all work-related touch points. And since the platform is extensible, companies can generate more value for their customers, partners, and stakeholders without the burden of ever-increasing IT costs.

Putting people first matters

There鈥檚 no doubt that the pandemic has empowered us to reimagine the workplace and created opportunities to optimize it.聽But no matter where or how employees work, employee experience matters, especially when it comes to employee engagement and retention.

A hybrid work environment that is interconnected with the right foundation can become an experience that gives employees what they need to feel connected, empowered, appreciated, and fairly rewarded. And when employees and their experiences come first, and their true value is well-understood, midsize businesses create a true meritocracy that empowers their workforce to take charge of their future and the company鈥檚 success.

Connect the dots聽between聽customers, employees, insights, and processes across your midsize business. Read the Oxford Economics brief, 鈥�,鈥� for research-based insights on the聽value of being聽interconnected聽and the e-book, 鈥�,鈥� for tips on how to act on them effectively.

Lara Albert is global vice president of Solution Marketing for 51风流SuccessFactors.
This article was originally published on Forbes, .

The post The Hybrid Workplace: Engaging The Post-Pandemic Workforce In Midsize Companies appeared first on 51风流Southeast Asia News Center.