For more than 10 years, ScottMadden and APQC have gathered benchmarks and trends specific to HR Shared Services through a custom benchmarking study focused exclusively on the shared services delivery model.

Episode 3

It has now been more than a year since discussions of the Texas Electricity Grid grabbed headlines as winter storm Uri brought national focus to Texas’ electric system. In our second episode, we identify the opportunities and challenges of lowering carbon emissions by introducing a significant amount of renewable electric generation into the mix.

As leaders in Human Capital Management (HCM), we help clients with every part of the HCM technology journey. We partner with organizations that are exploring the implementation of an HCM technology solution and with those who are redesigning processes and operations years after implementing a new system. Through our engagements, we hear variations of the following three themes:

The Customer Experience: Setting up the Problem

In the past two decades, technology disruptions have dramatically shifted customer expectations in the marketplace. Thanks to interactions with best-in-class customer-centric products, services, and applications, consumers are more empowered than ever before—they expect a cohesive and positive experience through every point of engagement. However, oftentimes companies develop their processes with service delivery in mind rather than the user experience (UX). Whether services are being delivered to vendors, internal clientele, or external customers, a poor user experience exposes the need for a UX process redesign to remove complex and cumbersome experiences for the customer.