1. With over 20 years of experience in HR technology, what would you say are the most significant shifts you’ve seen in how organizations approach HR automation?
Over the last two decades, I think one of the most transformative shifts has been the emphasis on data-driven decision-making. Today, all the HR teams I speak with fully recognize the power of data, and they’re using dashboards and customized reports to dive deeper into HR metrics. Many HR departments are already leveraging Gen AI tools like ChatGPT and Microsoft Co-pilot for tasks like drafting job descriptions, generating ideas to engage employees, and even coaching themselves on challenging topics. This shift toward AI-assisted HR work is making data and efficiency central to how HR functions.
2. How can HR leaders make the most of existing technology to improve service delivery, even if they don’t have the budget for new tools?
I think that even if there is not a budget available for new tools, there are plenty of ways to optimize what’s already in place. First, improving data quality in current HR systems can boost reporting accuracy and build trust in the data. It may be helpful for HR teams to collaborate with colleagues skilled in data analysis to build their own data confidence. By keeping an eye on new tech in the market, HR leaders can make informed decisions on what might be beneficial and even start building a business case for future investments. Finally it may be worth speaking with the technology vendor regarding your existing technology and any functionality which you already have which you may not be aware of or using. It’s worth spending some time on this as it is all about getting the most from what you already have!
3. You emphasize the importance of user experience in HR tech. How do you recommend companies ensure a positive user experience when implementing new HR systems?
I am passionate about ensuring that when organizations purchase new technology they take the time to consider the user experience and to train users so that they are confident in using the new systems. To improve the user experience there are some really simple things to consider:
- • Involve end users early: Include a cross-section of users in the design phase, not just at launch.
- • Communicate often: Share regular updates and host drop-in Q&A sessions to keep people engaged.
- • Test training with real users: Run training sessions with a sample group first to ensure it’s effective.
- • Gather feedback post-training: Collect and act on user feedback to make sure people feel comfortable with the system.
- • Encourage open feedback: Be open to constructive criticism and address any challenges, so users feel heard and supported.
4. For HR directors hesitant about automation, what are some practical ways they can ease into it without overwhelming their teams?
I would suggest that you start small by assigning one or two team members to explore how technology can simplify everyday tasks. Choosing people who have a natural interest in innovation is a ‘win-win’, and can make this fun and productive. These team members get the chance to do some ‘blue-sky thinking’ and you will highlight to the rest of the team that continuous improvement and innovation is valued. This approach makes it clear that innovation is valued and worth investing time in, even if it’s just on a small scale at first.
5. In your experience, what are some of the most common pain points HR teams face with tech implementations, and how can they avoid or address them?
Here are some of the challenges I’ve seen and ways to address them:
- • Understaffed project teams: If team members are juggling the implementation with their regular duties, progress can suffer. Dedicate enough resources to keep things on track and to have enough time to be able to focus on the technology project.
- • Skipping end-user input: Systems that don’t account for user feedback often create more work rather than less. Including user perspectives in the design can make a world of difference.
- • Insufficient training and change management: Great systems often go unused because only a handful of people understand them. This can mean that outstanding functionality and reporting goes unused because the HR team does not know about it!Invest in thorough training and change management to maximize the system’s impact.
6. What role do you see artificial intelligence and machine learning playing in the future of HR service delivery?
Like many other people I am still learning about AI and machine learning, however I am clear that we will need to really quickly adapt to using AI to free up capacity by taking routine tasks so that the HR team can focus on ‘value-add’ tasks. AI and machine learning are in my opinion set to revolutionize HR by handling routine tasks, freeing up HR teams for more strategic, value-added work. But it’s more than just making HR’s work easier—HR teams will also need to prepare leaders for how AI might reshape jobs across the organization. By developing a strong understanding of AI, HR teams can make a huge difference in helping their organizations stay competitive and ready for the future, working with their business leaders to prepare for the changes to jobs resulting from AI and automation.
7. What are some practical first steps you recommend for HR teams wanting to build a strategy around tech and automation without overwhelming their current systems or processes?
My advice would be to prioritize discussions on technology and automation. Start by making tech and automation a regular topic of discussion. Consider:
- Appointing ‘tech champions’: Choose team members with an interest in tech to lead these efforts.
- Hosting knowledge-sharing events: Encourage colleagues skilled in technology to share tips, or invite others outside HR who can offer fresh perspectives on tech.
- Building internal knowledge: Even small steps like these will highlight the importance of technology for all HR teams can encourage HR teams become more tech-savvy, laying the groundwork for a smoother transition when bigger changes come.
8. What are some key metrics HR teams should track to measure the success of their technology and automation efforts?
To measure success, consider starting to track e.g.:
- • Automated or eliminated transactions: Track how many tasks technology is handling each month.
- • Best practice sharing: Measure the number of sessions held to share tech tips and best practices.
- • User satisfaction: Regularly collect feedback on how end users feel about the HR services. This can be a great way to measure whether the tech is making a real difference to the end users!
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