Harvard Business Review Report: Rapid Software Adoption is Making a Difference for Executives


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RALEIGH —Pendo, a company that provides software that improves software, today released a sponsored study by Harvard Business Review Analytic Services that finds rapid software adoption a priority and a competitive differentiator for the majority of executives . And yet, companies are struggling to drive adoption of software for employees: only 30% of executives rate their organization as very good at making sure their employees know how to use the software they need to do their jobs.

“Transformation isn’t just about embracing new technologies for the business. To achieve the fastest and greatest impact, people across the organization need to be adopters as well, ”said Alex Clemente, Managing Director of Harvard Business Review Analytic Services.

The report, titled Driving Digital Adoption for a Competitive Edge, includes information from 638 executives of companies ranging in size from 200 to tens of thousands of employees and spanning global industries and locations. The report comes as businesses face the dual challenge of ensuring employee productivity as hybrid and remote work becomes the norm, and keeping employees happy and engaged in an increasingly dynamic labor market. Organizations have also invested heavily in digital transformation and need to ensure that employees embrace the software they have implemented.

“Today more than ever, companies are relying on software to drive key business results. Yet those results depend on how employees use the tools provided to them, ”Tatyana Mamut, senior vice president of new products at Pendo, said in the report. “We hope this research will inspire companies to take a look at their organizational systems and structures to ensure they are ready for successful digital transformation.

Below are four key insights from the report.

Digital adoption is a priority for the majority of executives. 89% of respondents say driving adoption of employee software is a moderate to high priority, and nearly 75% see successful adoption as a competitive differentiator for their business. Leaders also recognize the connection between happy employees and happy customers. A large majority – 86% – agree that it is impossible to deliver a great customer experience without also providing a great employee experience.

Employee experience suffers when software is difficult to use. Some of today’s most critical central systems are sources of frustration for employees, according to the report: 39% of respondents find ERP systems difficult to use, followed by HCM (29%) and CRM (25%). ). Software training plays an important role in solving this problem. About half of those surveyed strongly agree that the employee experience suffers from a lack of effective software training, and 72% plan to increase investment in training over the next two years. years.

Employee feedback is essential to improving the employee experience, but hybrid work makes collecting feedback more difficult. 59% of executives cite employee feedback as a metric to measure the impact of initiatives designed to drive adoption of employee solutions. Yet almost half of organizations rate their ability to collect employee feedback on how they use their software tools to be weak. The report calls the rise of hybrid work as a factor hampering the already difficult task of garnering employee feedback.

IT is responsible for digital adoption… for now. Respondents overwhelmingly point to IT as the department responsible for digital adoption today, although executives believe the responsibility needs to be shared. The report suggests an upcoming increase in job titles focused on digital adoption. These new roles will help orchestrate a cross-functional team responsible for ensuring software adoption in their respective departments and teams.

Read more about the report on the Pendo Blog and download the full report here.


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