The role of digital in the workplace experience of the future

Lax Gopisetty of Infosys discusses the importance of adopting a human-centred approach for workplace environments and for building digital enterprises

Richard Humphreys
Richard Humphreys
By Richard Humphreys on 08 April 2022
The role of digital in the workplace experience of the future
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The new-age workplace – driven by digital technologies – is increasingly dispersed and remote, and without ­human-centric interactions and processes, organisations will fail to create an inclusive workplace.

Lax Gopisetty, global vice president at Infosys, says employees lack the social infrastructure they need to bond with teams and feel valued, and ‘the great resignation’ is an outcome of this lack of engagement, and will eventually impact employee productivity. 

How critical is it for enterprises to adopt human-centred processes within workplace environments? 
Enterprises must revisit the needs of their workforce and redesign the workplace to map up to their expectations and meet organisational goals. Employees look for a supportive work environment that offers flexibility and the space to be creative, collaborative and innovative. They demand new policies that can deliver a great employee experience. 

Employers must shift their focus from worrying only about productivity to ensuring a great employee experience, creating the right engagement, and building resilience, empathy, creativity and collaboration. The need of the hour is to create an engaging and immersive workplace that is functional, intuitive and human-centric. It must offer the necessary opportunities to win employee trust and commitment to the organisation.  

How relevant is the ‘experience’ element in the delivery of digital services for clients? 
At Infosys, when we work with clients, we ingrain their strategic objectives into our processes for the delivery of digital services. This helps us provide contextualised experiences that align with their programme objectives. Our digital services leverage applications like Dynamics 365, Customer Insights, Supplier Insights, Power Automate, Microsoft Mesh, Sustainability Cloud, and Viva to improve accessibility, inclusivity, engagement, experience, and key results aligned to objectives. These dimensions are enhanced by business user group workshops with show-and-tell capabilities and ­experience-led discussions with ­relevant technologies that help to achieve intended objectives. 

How is Infosys bridging the gap between the physical and digital worlds? 
More than two years into the pandemic, ‘phygital’ work models are becoming the norm to deliver hybrid seamless experiences. We embraced this new world in 2021 and created one of our most talked about experiences for tennis fans in partnership with the Australian Open. We designed a ‘3D Australian Open Virtual Hub’, which delivered a virtual immersive experience to our B2B partners and their customers. 

We created an enterprise-wide cloud-driven workplace platform and leveraged it extensively for collaboration and training our employees, as well as to drive phygital events featuring meeting rooms, breakout sessions, multimedia chat capabilities and more. 

For our clients, we have embarked on building applications on top of smart infrastructure and assets to create a phygital world that is efficient and effective. There are several examples of this phenomenon: massive distribution assets of energy majors, real estate assets of educational institutes, and smart factory modernisation. 

These are created by leveraging Microsoft’s product suite and their independent software vendor ecosystem capabilities including Azure IoT (internet of things platform), Field Services, Dynamics 365 CX, Power Platform, Viva, and Insights products. 

With enterprises and consumers both showing inclination for hybrid models, how is Infosys positioned to capitalise on opportunities? 
According to the IDC, by 2025, 75 per cent of all industries will adopt digital technologies into their value chain of infrastructure, operations, supply chain, distribution, customer engagement channels, market positioning, human resources, and other functions. This means migrating to the cloud, adopting digital technologies, inter-enterprise ecosystem connectivity and making outcome-as-a-service a reality. 

Infosys, with its full stack of digital services that cover domain consulting capabilities, engineering services, digital technologies, customer and employee-centric digital offerings, along with cybersecurity skills is strongly positioned to navigate our client enterprises through digital adoption and value realisation while making them more resilient, future ready and nimble. 

With digital services seeing significant uptake across verticals and enterprise functions, what is your outlook for this space? 
With opportunities ripe across verticals adopting direct-to-consumer models, the scope for meaningful customer insights, engaging experiences, field services and last mile innovation are becoming ultra critical. Experiential platforms are being created across the value chains to bring new possibilities in a phygital world. We are strategically investing in innovation networks, technology labs, academic and research partnerships to build emerging capabilities at scale for designing personalised digital journeys for clients.  

This article was originally published in the Spring 2022 issue of Technology Record. To get future issues delivered directly to your inbox, sign up for a free subscription.

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