First-Line Workers Underutilised in Digital Transformation – Microsoft

A new survey research was released by Microsoft, and it indicates some workers who communicate with patients or customers believe they are underused in terms of information availability related to digital transformation.

Microsoft commissioned an online survey which had 1,390 working adults as respondents and it was completed by research firm YouGov in September 2017.

IT Brief website stated in a report on its website that the results of the survey identified that only 21 percent of first-line workers are presently involved in various digital transformation initiatives, and 33 percent of them were not involved but would like to be.

Also, the research revealed that 77 percent of the respondents think digital transformation and technology are important aspects of every company or business.

Microsoft states that letting first-line workers out of the loop when it comes to digital transformation will be destructive to businesses and that companies should focus on these employees for the next wave of digital transformation.

The General Manager of Digital Workplace and Collaboration at Microsoft Australia, Ian Heard, stated, “There is obviously room for improvement in all sectors and all scales of business, and by engaging first-line workers from the get-go, enterprises will be better positioned for success.”

He further added, “Digital transformation is powerful but everyone needs access. First-line workers are the key to the next wave of successful digital transformation and sustained competitiveness – they must be part of the program.”

The results also identified that respondents consider changing customer service as the first priority with 22 percent, attaining above-average profitability is next with 18 percent, and digital transformation followed with 10 percent. The research also showed that 74 percent of the working adults who participated in the research think that the culture of a company begins with is first-line workers.

Heard commented, “As rote work is increasingly performed by machines, human interaction, and knowledge-based expertise will become more important to first-line workers. They will use technology to collaborate, to exercise greater creative and strategic freedom, and to bring real value to the work they perform.”

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