Cloud computing is gradually, but significantly, changing HR service delivery—making globalization of services more feasible and economical while driving consumerization of the service experience.
Although the human-delivered service channel remains an important feature of HR service delivery models, the digital employee experience is becoming more central. The opportunity — and challenge— is to make the human and digital channels more seamless for the employee.
Future-thinking organizations are headed in the direction of seamless HR delivery models that give employees and managers access to data, tools, digital assistants, and live support through a single, integrated interface that is accessible through both stationary and mobile devices.
As the world of work becomes increasingly digital, these are exciting and challenging times for HR professionals and their organizations as they jointly work to articulate the business case and realize aspirations for a customer-centric employee experience.