A People-Led Digital Transformation Framework

Phase 1: Internal Friction Mapping

• Identify people-process gaps that impact service delivery

• Audit onboarding delays, training inconsistency, and data silos

• Bring together HR, Ops, and CX stakeholders

Phase 2: Systems & Workflow Integration

• Use Employment Hero to trigger onboarding, learning, and feedback flows

• Sync HR and Ops data to support CX goals

• Implement real-time alerts for undertrained or overstretched teams

Phase 3: Employee Insight as CX Strategy

• Link performance, burnout, and compliance data to customer KPIs

• Use dashboards to make CX risk visible across departments

• Integrate HR and CX metrics in one transformation framework

Why This Matters for Customer Experience Leaders

CX success isn’t just a front-line issue. When your people systems are slow, disconnected, or unclear, the customer suffers. But when HR, Ops, and digital transformation teams work together, the business scales with confidence.

This checklist and blueprint provide a clear, action-driven path to align EX and CX — with ready-to-deploy templates.

How Technoivity and Employment Hero Help

Technoivity implements Employment Hero’s Employee Operating System to:

• Automate onboarding and compliance across global teams

• Trigger role-based learning based on workflow events

• Unify HR, payroll, compliance, and EX data for strategic reporting

We help you turn people systems into strategic CX enablers.