How to take a customer-centric approach to HR channel shift

HR channel shift means shifting HR tasks online - thus empowering staff to self-serve, as opposed to relying on HR staff. Through this type of technological investment, there is much to be gained in the ways of money, time and productivity.

But let's put technology aside for one moment - as it is the employees themselves who are shaping the future of HR. 10 years ago millennials were barely old enough to enter the workforce. Now they have taken over the baby boomers and the Gen Xers to make up the majority. This presents a huge challenge for HR strategy, but the smart application of technology creates exciting opportunities to meet these challenges head on. Taking a customer and user centric approach, valuing the needs of the employee in the same way you would the customer, is a sure fire way to ensure any technology investment is made with the employee in mind. 

There is a lot HR can learn from the customer-centric techniques that are frequently used by leading organisations. Mapping the ‘customer journey’ from an ‘outside in’ perspective, for example, is a proven way of getting a detailed understanding of what your customers are experiencing. There are plenty of resources available online to help with running a customer journey mapping exercise - (here is one of my favourites). The output from running such a session often proves to be highly valuable and insightful.

Key areas for development are often exposed, providing an ongoing improvement plan. Running through this process and developing new ideas for improving the customer journey should be done so with an awareness of technology.