Gartner Research


Published: 23 June 2022



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  • サイロ化したデジタル・ワークフローを使わねばならない経験が引き起こすデジタル・フリクション (摩擦) と、出社型にこだわる組織文化が、従業員の疲労と「燃え尽き症候群」の増加の主因となっている

  • Web会議などデジタル・ワークプレース・フレームワークのテクノロジ要素が導入されていても、従業員エクスペリエンスの改善やデジタル・デクステリティの向上を実現している組織はほとんど存在しない。

  • テクノロジの機能の進化に後れを取らないためには、すべての従業員のデジタル・デクステリティの向上と、従業員中心のアプローチが必要である。これは、カスタマー・エクスペリエンスのために確立されたアプローチとよく似ている。



  • 従業員とマネージャーにとって「いつ」「どこで」「どれだけ」働くかを最適化しやすいプロダクトを導入し、新しいワーク・ハブが現場になじむよう調整する。

  • 従業員エクスペリエンスを提供する手段としてペルソナ開発、ジャーニー・マッピング、アナリティクスなどのカスタマー・エクスペリエンス (CX) ツールがある。従業員エクスペリエンスを向上させるために、すべてのアプリケーションの監査を行うだけでなく、多様性への対応度合いを確認するプロセスを整備する。

  • デジタル・デクステリティの目標を定めるため、人事/総務/ビジネス部門のマネージャーと連携して、すべての従業員が基準を超えた能力を獲得し、卓越るまでの道筋を描く。

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Hironori Hayashi

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