Technology Record - Issue 24: Spring 2022

54 www. t e c h n o l o g y r e c o r d . c om I NT E R V I EW 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, MicrosoftMesh, 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-andtell 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 Lax Gopisetty of Infosys discusses the importance of adopting a human-centred approach for workplace environments and for building digital enterprises The future of experience BY R I CHARD HUMPHR E Y S “The need of the hour is to create an engaging and immersive workplace that is functional, intuitive and human-centric”

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