New research

A groundbreaking new report on how to drive digital adoption

Published Nov 30, 2021

In today’s world, companies are investing heavily in improving the customer experience. But not enough are doing the same for their own employees’ experience–especially when it comes to the software they use at work.  

Software is no longer just something we use in the workplace; it is the workplace–the place where we plan, collaborate, and execute. Companies depend on software to realize their business goals now more than ever. Yet achieving these goals depends on whether employees successfully adopt the digital tools provided for them. 

Digital adoption as competitive differentiator

Digital adoption done right is an opportunity for companies. Every organization has business processes that set them apart from the herd. Digital adoption helps companies optimize these unique processes. In doing so, they not only empower employees to work better; they increase their competitive advantage in the market. 

The benefits of digital adoption are clear. But how should organizations get started? What should their priorities be? To help answer these and other questions, Pendo has sponsored “Driving digital adoption for a competitive edge,” a new report by Harvard Business Analytic Services that looks at how some of the most important organizational leaders today think about digital adoption and what’s crucial to achieving it. The report contains key insights to driving successful change. These include: 

Why the “why” matters. Organizations need to make sure they have a clear purpose for adopting digital tools and, just as important, that employees understand what that purpose is.  

“Digital adoption often involves a steep learning curve and psychological hurdles,” the report finds. “Employees need to be assured it will be worth the effort.” Establishing and communicating the “why” behind a change should be at the center of your digital adoption strategy. 

How to effectively manage employee feedback. Companies have long used surveys to better understand employee sentiment and engagement. The report warns, however, that “organizations often make the mistake of trying to boil the proverbial ocean when seeking insight.” In other words, they survey too many people and come away with too few real takeaways they can act on. 

Rather than polling an entire organization or division, focus on a subset of a key group you want to drive adoption within. The targeted feedback you receive will be more manageable, and as a result, more actionable. 

Why happier employees make for happier customers. Digital adoption has benefits downstream of just employees. A majority of executives surveyed believe that “delivering great customer experiences hinges on delivering empowering employee experiences.” The reason for this is simple. Employees who feel comfortable and prepared to use digital tools will be empowered to do their best work. They’ll spend less time confused about workflows and toggling between apps and more time adding real value. That translates to better products and services, which means more satisfied customers. 

It’s time to adapt to the future of work

We hope that readers will use the research presented in this report as an opportunity to reflect on and reexamine their own organizations. Are you making the most of your workplace’s digital tools? Do your employees feel equipped to thrive? If not, the insights presented here can help your team plan and work towards a better future. 

Every company’s path to success is unique, but the principles that underlie those successes are the same. It’s time to put your employees at the center of your strategy. It’s time to realize the full potential of your internal app suite. The future of the workplace is here; it’s time to guide your employees to thrive in it.

To learn more about how digital adoption can drive a competitive edge for your organization, read the full report here