The digital workplace has changed. Has your strategy?

Look beyond technology

The digital workplace has evolved well beyond the technology employees use to get their jobs done. Today, it encompasses the broader experience of work: how easily employees can connect and collaborate, how consistently services are delivered, how quickly issues are resolved, and how effectively physical and digital environments work together.

Yet as organizations adapt to new ways of working, it can be tempting to address business challenges by adding another technology: a new collaboration platform, application, smarter meeting room or productivity tool.

Technology matters, but Gartner research suggests that technology alone has a relatively limited impact on digital workplace maturity. In "Top 5 Actions to Guide the Shift From End-User Services to a Strategic Digital Workplace," Gartner found that “Digital workplace maturity is more influenced by process discipline, strategic alignment, and cultural readiness than tools. Gartner data shows advanced management tools minimally impact maturing score, only increasing them by ~13% per level.” ¹

For infrastructure and operations leaders, the implication is clear ― advancing digital workplace maturity requires looking beyond the technology itself to the experience it enables.

Start with the experience

The most effective digital workplace framework begins by thinking about how work is actually experienced.

That means looking beyond individual technologies to consider the moments that shape an employee’s workday. Can people get the support they need without unnecessary friction? Do meetings start easily and work consistently? Can employees access information and services wherever they are?

Gartner research underscores the value of this experience-first approach. “Focusing on digital employee experience (DEX) lowers digital friction, boosting engagement and satisfaction, leading to a 48% higher digital workplace maturity score.” ^³

The implication extends beyond IT. A strong workplace experience can contribute to greater operational efficiency and productivity.

A well-designed workplace experience sits at the intersection of people, productivity and place. It brings together the needs of employees and guests, the workflows and services that enable effective work, and the physical and digital environments where that work happens. Because all of these elements shape the workplace experience, the strategy should extend across functions rather than live within a single department.

Adopt outcome-driven metrics

Of course, improving an experience requires understanding it first.

Many organizations have extensive operational data, but that doesn’t necessarily show whether employees are getting the experience they need.

According to Gartner findings, “Incorporating DEX scores and experience level agreements (XLAs) into success metrics enables organizations to effectively assess their impact. Those that do rate their maturity 58% higher on average.” ^⁴

The research points toward an important evolution in workplace experience management ― moving from measuring activity to measuring outcomes.

Traditional metrics still have value, but organizations can gain a richer view when they combine operational measures with indicators that answer questions such as:

• Where are employees experiencing friction?

• Are workplace services delivering consistent experiences across locations?

• Are changes actually improving the way people work?

• Where are recurring issues or gaps emerging?

• Are investments producing the outcomes employees and the business need?

Greater visibility can turn workplace management from a reactive discipline into a more proactive one. Instead of waiting for complaints or incidents, organizations can identify patterns, prioritize improvements and continuously refine the experience. It can also give leaders better insight into reporting, decision-making and governance.

Create cross-functional partnerships

No single department owns the entire employee experience, so no single department can transform it alone.

A meeting may involve AV or collaboration technology managed by IT, a space managed by facilities, policies influenced by HR, and services delivered by internal teams or external partners.

Employees don’t experience those organizational boundaries. They experience whether the workplace works for them.

Gartner found that “Strong external partnerships are crucial to enhancing effectiveness and organizations that have these achieve 49% higher digital workplace maturity score compared to organizations that only partner with IT peers.” ⁵ The research identifies HR, finance, cybersecurity, legal, compliance, corporate communications, facilities, and line-of-business leaders as important contributors to digital workplace success.

Creating a more connected workplace experience requires collaboration across traditional organizational boundaries, including shared accountability and common goals.

Treat workplace maturity as a journey

There is no single technology investment or transformation project that makes a digital workplace mature overnight.

Maturity develops over time through strong operational foundations, consistent experiences, meaningful measurement and a commitment to continuous improvement. Gartner recommends assessing digital workplace maturity every six to 12 months to understand an organization’s current state and identify the steps needed to advance.

For workplace leaders, that means not only changing what they do but reframing the questions they ask.

Instead of asking: What technology should we deploy next?
Ask: Where is friction getting in the way of work?

Instead of asking: Are our services meeting their targets?
Ask: Are employees getting the experience and outcomes they need?

Instead of asking: Which department owns this?
Ask: How can we work together to make the overall experience better?

Next steps towards organizational maturity

A more mature digital workplace is defined by how well the workplace enables people to work. At Ricoh, we see the opportunity in connecting people, productivity and places so the workplace operates as an integrated experience rather than a collection of technologies, services and spaces.

By reducing friction, increasing visibility and continuously improving how work happens, organizations can build a workplace that keeps pace with change and delivers better experiences and outcomes over time.

To learn how Ricoh can enhance your workplace experience or help build a digital workplace framework contact us.

Gartner is a trademark of Gartner, Inc. and/or its affiliates.