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THE EMPLOYEE EXPERIENCE OF DIGITAL BUSINESS TRANSFORMATION 

Employees suffer from increased work complexity when companies follow transformation pathways that prioritize customer-oriented capabilities over operational capabilities, as described in this audio edition of the January 2020 research briefing.
Abstract

MIT CISR research has shown that senior leaders expect that digital transformation efforts will significantly affect 67 percent of employees. After all, it’s employees who have to adopt new systems, data, processes, and habits to deliver on the transformation. This briefing outlines just how employees are affected, by describing the employee experience along four distinct transformation pathways. We found that employees suffer from increased work complexity when companies follow pathways that prioritize developing customer-oriented capabilities over operational capabilities. Companies can improve their employee experience by first developing a foundation of required operational capabilities, or by doing so in small iterations by alternating with corresponding customer-oriented capabilities.

The January 2020 research briefing is read by Stephanie Woerner.

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© 2020 MIT Sloan Center for Information Systems Research, Van der Meulen and Dery. MIT CISR Research Briefings are published monthly to update the center's patrons and sponsors on current research projects. archive briefing audio

About the Authors

Profile picture for user kristine.dery@mq.edu.au

Kristine Dery, Research Scientist, MIT Sloan Center for Information Systems Research (CISR)

MIT CENTER FOR INFORMATION SYSTEMS RESEARCH (CISR)

Founded in 1974 and grounded in MIT's tradition of combining academic knowledge and practical purpose, MIT CISR helps executives meet the challenge of leading increasingly digital and data-driven organizations. We work directly with digital leaders, executives, and boards to develop our insights. Our consortium forms a global community that comprises more than seventy-five organizations.

MIT CISR Patrons
AlixPartners
Avanade
Axway, Inc.
Collibra
IFS
Pegasystems Inc.
The Ogilvy Group
MIT CISR Sponsors
Alcon Vision
Allstate Insurance Company
Amcor
ANZ Banking Group (Australia)
AustralianSuper
Banco Bradesco S.A. (Brazil)
Banco do Brasil S.A.
Bank of Queensland (Australia)
Barclays (UK)
BlueScope Steel (Australia)
BNP Paribas (France)
Bupa
CarMax
Caterpillar, Inc.
Cemex (Mexico)
Cencora
Cochlear Limited (Australia)
Commonwealth Superannuation Corp. (Australia)
Cuscal Limited (Australia)
CVS Health
Dawn Foods
DBS Bank Ltd. (Singapore)
Doosan Corporation (Korea)
Fidelity Investments
Fomento Economico Mexicano, S.A.B., de C.V.
Fortum (Finland)
Genentech
Gilbane Building Co.
Johnson & Johnson (J&J)
Kaiser Permanente
King & Wood Mallesons (Australia)
Koç Holding (Turkey)
Mercer
Nasdaq, Inc.
NN Insurance Eurasia NV
Nomura Holdings, Inc. (Japan)
Nomura Research Institute, Ltd. Systems Consulting Division (Japan)
Novo Nordisk A/S (Denmark)
OCP Group
Pacific Life Insurance Company
Posten Bring AS (Norway)
Principal Life Insurance Company
QBE
Ramsay Health Care (Australia)
Raytheon Technologies
Scentre Group Limited (Australia)
Schneider Electric Industries SAS (France)
Stockland (Australia)
Tabcorp Holdings (Australia)
Telstra Limited (Australia)
Terumo Corporation (Japan)
Tetra Pak (Sweden)
Truist Financial Corporation
UniSuper Management Pty Ltd (Australia)
Uniting (Australia)
USAA
Webster Bank, N.A.
Westpac Banking Corporation (Australia)
WestRock Company
Wolters Kluwer
Xenco Medical
Zoetis Services LLC

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MIT CISR wishes to thank all of our associate members for their support and contributions.

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