Sentiment

Sentiment

Leaders vs Staff: Correlation

Leaders

  • Want 24/7 self-service as the core of customer interaction
  • Want more flexible technologies and support
  • Want more digitisation of processes – internal/external
  • Want better access/connectivity – internally and externally

Staff

  • Majority see this as key to better customer experiences
  • Staff want better tech and extended support (7am-7pm)
  • Majority see this as advantageous for them and the business
  • Many references to issues around Citrix, network and so on

 

Leaders vs Staff: Disconnects?

Leaders

  • Want automation to underpin internal and external processes
  • Understand data as a foundation layer in digital business
  • Want a highly collaborative workforce
  • Want a mobilised and digital workforce

Staff

  • Staff unsure about automation – wary or don’t understand
  • No significant sentiment in business in terms of data
  • Don’t appear to understand collaboration or see it as key
  • Meaningful numbers of people still resistant to remote working

 

Leaders vs ICT: Correlation

Leaders

  • Feel ICT needs to have a clearer direction and mandate
  • Want a strategy with clear goals and milestones
  • See us as key drivers of digital change
  • Want to see more modern software

ICT

  • Minority understand direction and feel they influence it
  • Vast majority see this as a key aspect of a strategy
  • Most agree we are the best people to affect change
  • Only minority feel our software is up to date

 

Leaders vs ICT: Disconnects?

Leaders

  • Believe we need to do more to understand business need
  • Understand digital as a cultural phenomenon
  • See 24/7 self-service as the key way to improve lives of customers

ICT

  • Majority feel we already know our customers well
  • Primarily see digital as online/tech
  • Under half recognise this as something that will enhance lives

 

Staff vs ICT: Correlation

Staff

  • Generally happy with ICT service levels
  • Want to see more up to date solutions
  • Want more support and training, especially with new solutions

ICT

  • Majority feel we deliver good service
  • Majority feel we support old solutions
  • Most cited capacity and communication as key challenges to their role

 

Staff vs ICT: Disconnects?

Staff

  • Under half are expressly happy with tech we provide
  • Under half feel our solutions help them to work more efficiently
  • Significant number of people experience frequent issues with core estate/solutions

ICT

  • Majority feel we know the needs of our customers
  • Vast majority think what we deliver improves the business
  • Majority are proud of the solutions we deliver