The new CHRO agenda

How talent leaders are driving digital initiatives

ServiceNow surveyed 500 CHROs in 12 countries about their changing roles, priorities, and strategies for transforming the employee experience and winning the war for talent.

Our top findings include:

1. The modern CHRO is driving digital transformation.

CHROs see digitization as a step toward improving employee experience. Their position has evolved from delivering HR services and attracting top talent to organizational strategy, digitizing the employee experience, and contributing to corporate performance.

To what extent do you agree with the following statements about your role?

2. CHROs expect success to be defined by the employee experience.

The role of CHRO is changing to focus more on strategy over just delivering core HR services.

Which capabilities best define your role?

3. The pace of digitization will accelerate.

CHROs are quickly shifting from using single-function HR application, to digitizing many core tasks.

What percentage of tasks will you automate?

4. CHROs want to digitize all HR responsibilities.

CHROs will increasingly automate or digitize tasks across their function, including ‘softer’ tasks such as career planning and continuing education, alongside retention, benefits management, recruitment, and payroll.

Which HR tasks are you digitizing or automating?

5. CHROs will use platform models to drive change.

CHROs are working to create a more personalized workplace, connecting employees with the services and information they need, when they need it.

What best describes your HR function’s use of technology?

6. Most HR functions are in the early stages of digital transformation.

CHROs look at both technology and collaboration as keys to strengthen their function and the business. Based on nine evaluation criteria, HR organizations fall into the following digital transformation maturity levels:

7. Modern CHROs on their journey to level 3 status are driven by these values:

  1. Viewing your role as driving corporate performance and increasing employee productivity
  2. Committing to creating a digital, consumerized employee experience within the next three years
  3. Contributing to organizational strategy as well as HR strategy
  4. Using digital technology to deliver more personalized, seamless employee experiences
  5. Facilitating collaboration with other departments to meet their HR needs
  6. Adopting HR technology that improves the employee experience
  7. Upgrading the onboarding process for new employees
  8. Customizing the HR experience for individual workers
  9. Making your HR function more effective at building a healthy organizational culture

Read the full report detailing the CHRO’s journey to greater impact and a stronger employee experience. Download the Global CHRO Point of View here.