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Amazing IT Plus Low Employee Engagement Equals Failure

Blog: Colin Crofts - Business Process Improvement

What do you think about when you hear the company names Starbucks and Walt Disney and Apple, Unilever, Salesforce, GE and Southwest Airlines? All of these companies are successful first and foremost for their innovation, followed closely by their people management. Despite the Internet of Things, Big Data, Chief Digital Officers, Cloud Computing and Smart Machines, companies continue to flounder because, while IT is delivering innovation, employees are not engaged with the customer processes that matter.
Going on right now at Gartner Symposium (#GartnerSym ) is a new presentation Track – Drive Business Growth: Customer-centric Processes and Systems. You can see all of the 30 presentations, workshops, and roundtables here – One key takeaway from the Track is that employee engagement is essential to customer engagement. But what is the secret to engaged employees? It comes down to a few key measures that can be framed as questions you ought to know the answers to:
Great companies – those that for a decade and more continue to innovate on behalf of both shareholders and customers – have in common the engaged employee.
If you have such a company, let us know who drives employee engagement – is it the CEO, or the CMO, head of Human Resources or engineering? Where does your greatness come from, and how is it sustained over time? We see that it takes an enlightened and powerful CEO willing to stake their job on the centrality of happy and engaged employees. What do you think?
SOURCE: Gartner

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