the human experience revolution: the age of employee ...€¦ · deloitte the edge – enhancing...

Dr. Marie Puybaraud

Global Head of Research, JLL Corporate Solutions

The human experience revolution: the age of employee centricity

2

Leading the future of work

Harness digitization and rich data to enhance

people and enterprise performance.

Combine new thinking, solutions and processes

to drive value creation and accelerate

transformation.

Optimize enterprise resources and service

delivery to increase productivity, mitigate risks

and ensure high performance.

Enhance user experience through engagement,

empowerment and fulfillment.

Manage spending to enable growth and enhance

Return of Investment (ROI).

© 2017 Jones Lang LaSalle IP, Inc. All rights reserved.

Experience

matters

3

A short history of Experience…

© 2019 Jones Lang LaSalle IP, Inc. All rights reserved. 4

Origin of the

word experienceCoca Cola – oldest

and most well

known brand…

Ford – Driving – a

new experience

Disney World –

out there – living the

experience

Starbucks – Tasting

the experience

Experience

economy is born

GAFA – New Age:

• Google – Data experience

• Amazon – Buying experience

• Facebook – Social experience

• Apple - Digital experience.

Deloitte The Edge –

Enhancing experience

through technology

Air bnb –

authentic

experience

Uber was “born to give

us a ride…”

We work /

We live – sharing

experience

18

87

18

92

19

03

19

23

19

71

19

98

20

09

20

08

20

10

Agrarian age Industrial age Experience ageTechnology ageInformation ageSocial ageLeisure age

20

16

20

18

20

19

Pepper went

on sale in June

2015 for

198,000 yen

($1650), with

the first batch

of 1,000 units

selling out in

just 60

seconds.

Deepfakes: AI-

generated videos

meant to look like

real footage---are

now accessible to

anyone with a

laptop.

20

20

Immersive Experience:

visual quality, sound

quality, and intuitive

interactions

“Age of implementation

powered by AI”

GamingFace recognition

Voice ControlMind Control

AR & VRMalleable DisplaysMobile Payments

Over the Air ChargingUnder-display fingerprint

scannersAI CamerasPushed IOT


New Ways of Working

Old-School

Ambitious Daring

Adventurers

Traditional

Recognition

Seekers

Fulfilled

SupportersDetached

Dreamers

Manager

Players

Desk-based Mobile

“Work hard, play

hard”

“I like to take

initiatives whilst

staying in my

comfort zone”

“I need to be

supported and

assisted to

perform at my

best”

“Find the right

balance between

work and

switching off”

“I am one with my

company” “Live each day as

a challenge”

6

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


Future Fit Enterprises are leading the

human experience revolution

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Future Fit CRE priorities:

% who’s C-Suite or Executive Board believe CRE can add ‘significant value’ in the following areas:

52%


The Future Fit are reinventing the employee experience

CRE team is fully integrated

with HR function48% 11%

Have piloted or adopted

human experience apps82% 35%

Want a human experience designer

on their CRE dream team57% 49%

Future Fit All others

9


New expectations around human

experience create opportunities for CRE

and HR to add value

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

employee

wants

What the

enterprise

wants

Human, flexible and positive

work environments that

attract, retain and empower

the workforce

11© 2019 Jones Lang LaSalle IP, Inc. All rights reserved.

CRE leaders must step up to meet future expectations

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.

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


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


Real data and next generation

metrics will help refine

employee experience


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

% 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

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

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1. Real time space utilization

2. Digital intensity of CRE activities

3. Utilization of innovation spaces

4. Employee fulfillment

5. Health and wellbeing metrics

19

Workplace:

powered by

human

experience

20

of Human Experience


Workplace:

powered by

human

experience

www.humanexperience.jll

www.futureofwork.jll

the human experience revolution: the age of employee ...€¦ · deloitte the edge – enhancing...

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