Technology Is Driving Changes in Client Expectations

ThinkstockPhotos-475855502Technological innovation is rapidly changing how we live, work, and interact with others. It is also changing what clients expect from their staffing suppliers. There are four key themes that exist in the technology landscape driving these changes in client expectations:

The Value of Speed. Technology finally exists to enable true real-time, fact-based decision making. The application of analytics to Big Data to enable agility in a rapidly changing marketplace is quickly becoming a basic client requirement rather than a competitive differentiator for suppliers.

1+1=3. When machine learning is combined with human intuition and insights, the sum is greater than the parts. Advances in automation, artificial intelligence, and the Internet of Things represent a disruptive force in labor markets as machines are substituted for people and demand shifts from non-skilled laborers to knowledge workers.

Consumerization vs. Compliance. Employees, candidates, and hiring managers – all consumers – expect technology to be easy to use and mobile-friendly. Conversely, data security and privacy are of high, and increasing importance to clients.

The Alphabet Soup of Technology. SaaS has lowered the barriers to entry for companies, driving an influx of new technologies to the market and making it difficult for both clients and suppliers to keep pace. Furthermore, the evolution towards Talent Supply Chain Management, or the holistic approach to talent engagement across an enterprise, will require the functional integration of multiple technology platforms (ERP, VMS, ATS, CRM, FMS, etc.).

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What can a staffing supplier do as advances in technology drive a greater focus on speed, visibility, and simplicity?

  • Start by staying abreast of new technology through publications, conferences, and conversations with your network – clients expect at least a fundamental understanding of the different applications used for service delivery.
  • Develop a technology strategy that defines what applications will be used internally, how client application interfaces will work, and where investments will be targeted with regards to process, internal vs. external development, and learning. Clients, as consumers, will expect systems to “just work” with a simple user experience so a strategy should start with that in mind.
  • Ensure your company has a robust data security policy that utilizes the appropriate protocols for the types of data being managed – clients do not want to make headlines due to a data breach.
  • Foster partnerships with third-party service and technology providers, as contributions to their data ecosystems will yield benefits via broader market insights – clients will expect data-driven market intelligence to drive better business outcomes.

Please share your thoughts or comments on this topic by commenting below or emailing me.

MORE: The ACA and the last tech improvement holdouts

Tim Farago

Tim Farago
Tim is a director of supplier development at KellyOCG. He can be reached at tim.farago (at) kellyocg (dot) com.

Tim Farago

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