the human experience revolution: the age of employee centricity · 2019-09-23 · dream about tech...

Tom Carroll, Head of EMEA Corporate Research & Strategy, JLL

The human experience revolution: the age of employee centricity

© 2019 Jones Lang LaSalle IP, Inc. All rights reserved. 2

“In order to truly rise to the challengeof the Fourth Industrial Revolution, businesses will need to recognize human capital investment as an asset rather than a liability.”

Klaus Schwab, WEF


Experience and Talent: Cyclical as well as structural drivers


Future of Work & the rise of human experienceHistory

2015 Elevate to excellence• 496 respondents• Immediate need to elevate CRE

and achieve excellence beyond traditional metrics

2016 Workplace powered byhuman experience• 7,364 employees in 12 countries• 40 enterprises in 9 workshops• Human experience lies on 3 pillars:

engagement, empowerment &fulfillment

2018 Future of Work Survey• 561 respondents • Focus on outsourcing, attitude

toward and adoption of technology, approaches to innovation, the human experience revolution, and flexible space demand

• Also covers how CRE leaders can add more strategic value


2018 Future of Work survey Profile of participants

561survey participants

30+ countries represented

57% manage a CRE portfolio

of over 100,000 square meters

USA94

India61

Germany58

UK47

France44

China43

Japan40

Spain38

Australia25

Rest of World111

© 2019 Jones Lang LaSalle IP, Inc. All rights reserved.

Future Fit enterprises lead the way Best-in-class CRE strategies correlate with enhanced enterprise profitability

Future Fit criteria

Average profit growth over three years

Future Fit

Collaborate deeply with IT and HR

Prioritize & incentivize innovation

Invest in IT & digital solutions

Proactive attitude toward technology adoption

Leverage outsourcing to augment team skills

Use partnering strategy to help achieve goals

All others

31%

19%

6


Human experience: The age of employee centricity

1. In terms of human experience, Future Fit enterprises lead the way and excel in making the experience of work more human.

2. Human experience is a big opportunity for CRE and HR to add value.

3. New jobs and skills are needed to drive the human experience effort.

4. New technologies help companies reinvent the workplace experience.

5. Real data and next generation metrics will provide in-depth understanding of employee working habits and satisfaction in terms of their experience.


The Future Fit are reinventing the employee experience

CRE team is fully integratedwith HR function 48% 11%

Have piloted or adoptedhuman experience apps 82% 35%

Want a human experience designer on their CRE dream team 57% 49%

Future Fit All others

8

Employee centricity goals

• Create a seamless work environment

• Focus on personal comfort and value-added amenities

• Integrate brand and culture with workplace


Future Fit are ahead of the curve in tracking all aspects of employee experience

82%75%

66%

56%

47%42%

48%

39%

31%

22%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Comfort levels (e.g. air quality,daylighting, temperature etc)

Continuous user satisfaction(e.g. continuously measuring

satisfaction throughout the year)

Impact on society (e.g. CSR orvolunteering programs)

Fulfillment/happiness (e.g.employee feedback surveys)

Health & wellbeing (e.g. stress,heart rate, activity tracking)

% who are using the following metrics

Does your CRE team already use any of the following metrics? % fully embedded / just started to use

Future Fit

All others


New expectations around human experience create opportunities for CRE and HR to add value

11

A massive opportunity exists to elevate the employee experience

60%of employees are not fully engaged at work

50%say their working environment does not enable them to work effectively

75%don’t have access to wellness services in their workplace

2 in 3lack spaces where they can be creative and feel inspired at work


12© 2019 Jones Lang LaSalle IP, Inc. All rights reserved.

Millennials are early adopters of new ways of working

Time spent away from deskin the office

Work remotely outsideof the company(e.g. Home, public transportation, hotels, client sites)

Access to innovative spaces(telecenters, incubators, creative spaces)

Millennials Over 35 year olds

Ready for hot-desking environment

41%

55%

39%

46%

31%

38%

26%

36%


Would love to have a chief happiness officer

Want inspiration

Dream about Tech innovations

Millennials Over 35 year olds

Ask for wonder (to be surprisedor delighted)

42%

46%

28%

19%

29%

42%

24%

14%

Millennials crave a unique work experience

Employee and employer interests converge, creating human experience imperative

• Inspiration• Connection• Flexibility• Well-being• Learning

• Innovation• Collaboration• Portfolio flexibility• Top talent attraction• Productivity• Resilience

What the employeewants

What the enterprisewants

Human, flexible and positive work environments that attract, retain and empower the workforce


CRE leaders must step up to meet future expectations

19%

26%

33%

35%

42%

42%

48%

55%

Leadership transformation

Company culture

Employee wellbeing

Employee productivity

Attract/retain talent

Innovation

Flexibility/agility

Collaboration

Desired outcomes from enhancing the human experience

Employee wellbeing is

among Future Fit

3#

What are your organization’s most desired outcomes in driving human experience in the workplace? Select up to three.



A new blend of jobs and skills is needed to drive the human experience effort


On the CRE “dream team”, human experience designers are the most sought-after role

Top 20 roles

Human experience designer 50%

Space planner 50%

Financial analyst 45%

Architect / designer 44%

Data analyst 41%

AI expert 39%

Energy consultant 38%

Health and safety manager 38%

Mobility / agility manager 32%

Transaction manager 31%

Data scientist / data architect 29%

IOT engineer 28%

Futurist / trend tracker 27%

Hospitality / ambience manager 27%

Community manager 24%

Wellbeing manager 24%

BI manager 22%

User interface architect 21%

Cyber security specialist 20%

Chief happiness officer 18%

8 of the top 20 roles focus on human experience

Which of the following profiles would you want as part of your CRE dream team to make the biggest impact on your organization? Select up to 10.


A new blend of skills is needed to create truly human-centric workplaces

Real Estate &

Experience Skills

Soft, Human Skills

Humanexperience

Digital & Data Skills

Emotional intelligence, communication, customer care, hospitality, community management

Human experience design,architecture, agility & mobility, comfort & well-being

Data mining, data analytics, programming, IoT, AI, digital networks


Future Fit organizations recognize the importance of adopting experience technologies

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Workspace & employee experience applications

Smart technologies/ IOT

Integrated workplace management systems

Automated end-to-end workflow

Virtual reality/ immersive technology

Self-service business intelligence

Machine learning

Advanced tech (e.g., 3D printing, drones, robotics)

Does your CRE team use any of the following technologies? % already adopted OR in pilot

19

Future Fit

All others

Future tech investment:Top priorities

Human experience apps1#

Smart tech2#

Integrated workplace management systems

3#


Real data and next generation metrics will help refine employee experience

The desire to measure human experience is strong and growing

1. Total occupancy cost

2. Continuous user satisfaction

3. Comfort levels

4. HR metrics

5. Utilization of innovation spaces

Top metrics today New metrics to be adopted


Does your CRE team plan on implementing the following metrics by 2020? Ranked by % respondents planning to implement

21

1. Real time space utilization

2. Digital intensity of CRE activities

3. Utilization of innovation spaces

4. Employee fulfillment

5. Health and wellbeing metrics


“For the next 10 years at least, work will still revolve around human beings”

Gartner 2019

the human experience revolution: the age of employee centricity · 2019-09-23 · dream about tech...

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