3Sixty Insights Monthly Recap | April 2021

Upcoming Events:

3Sixty Insights End-User Global Executive Advisory Council Symposium – May 13, 2021

3Sixty Insights team to host the first of two Symposium’s for our Global Executive Advisory Council in 2021. This event will be held on May 13, 2021 and will be completely virtual, and is private to 3Sixty End-User Executive Advisory Council Members only.

To be considered for our Global Executive Advisory Council, you can fill out an application here: https://3sixtyinsights.com/about-us/global-executive-advisory-council/.

UKG Spring HR and Payroll eSymposium May, 5 2021

Join 3Sixty Insights Co-Founder and Director & Principal Analyst Brent Skinner and over 6,000 attendees at UKG’s Spring HR and Payroll eSymposium, as he presents on his one of his core research initiatives of 2021: Concrete and Abstract HCM: You Need Both.

Register here: Wednesday, May 5 2021 – The HR & Payroll eSymposium

Full agenda can be found here: May 2021 eSymposium Agenda

isolved Connect September 20 – 22, 2021

Join 3Sixty Insights Co-Founder and Director & Principal Analyst Brent Skinner as he speaks at the upcoming isolved Connect user conference in Miami, Florida September 20-22, 2021. Register on the isolved Connect website: https://www.isolvedconnect.com/

Recent Research:

Concrete vs. Abstract HCM: The Power of “And”

We launched the 2021 Research Agenda for the human capital management practice area at 3Sixty Insights with an exploration into a new way of looking at HCM. The idea we advanced resonated deeply with vendors and users of HCM technology alike—that HCM has two hemispheres, the concrete and the abstract. To thrive, employers must appreciate and embrace both these understandings of HCM (3Sixty Insights BWSRP20111 Concrete vs. Abstract HCM: A New Way for Organizations to Look at HCM, November 2020). Accountants and others focused on the nuts and bolts of business understand concrete expressions of HCM such as gains in efficiencies and productivity. Others gravitate to abstract expressions of HCM, which comprise employees’ feelings and focus on the tributaries and outcomes of employer culture.

Reality is more complicated. All of HCM—even and especially payroll—is in fact fully concrete and fully abstract at the same time. This is where the power of “and” comes into play. Employees’ feelings, the abstract, are at times easy or tough to translate into the concrete, something measurable. Every instance of what seems solely concrete has a corresponding abstract dynamic. An employee receives a wage to feel like working in the first place. How motivated she feels must be quantifiable too, but how?

The Importance of Customer Support to Keep a Business Financially Viable

We recently wrote about the importance of delivery in keeping businesses afloat, arguing that maintaining your current customer base is in many ways even more important than winning new business. After all, you have already put in the work to win your clients over, and if you disappoint them now, you risk losing them. While your leads represent potential, your customers represent an investment you have already made. Maintaining the good will of your current customer base should always be your top priority, and support is a critical component of customer satisfaction.

We have seen many organizations prioritizing outsourcing and automation in recent years, and we agree, efficiency is great—unless it comes at the cost of customer support. As customers of other organizations ourselves, we all know that there is nothing more frustrating than automation gone wrong. Dealing with automated operators can quickly become a special kind of hell: painstakingly entering your information to “confirm your account” only to have a customer service rep ask you for that very same information the minute they pick up, getting transferred to someone else who requests the very same information, or worse, being accidentally disconnected during the transfer process and having to navigate the system all over again.

Case Study: Paycor and Partner Spark Hire Empower Affordable Housing Developer’s Recruiting Efforts

3Sixty Insights set out this year to explore several phenomena in human capital management and the technology for it. The employer’s experience covered here provides a case-in-point of interplay between a few of these (3Sixty Insights BWSAG20101 – Research Agenda 2020-2021 Human Capital Management, October 2020).

Point Solutions: Usual Suspects, Atypical Origins

Vendors of full suites for HCM have made significant strides with their end-to-end functionality, feasibly covering the entire spectrum of HR and related needs. Despite these vendors’ laudable work toward these ends, no full-suite HCM vendor can expect to be all things to all employers. In certain domains of the HCM landscape, the need persists; for some, it is the need for best-of-breed point solutions.

3Sixty Insights has found that talent acquisition is one of these domains, and the demand appears pervasive. Why? For many employers, a specialization or a niche in their software for talent acquisition is essential. A small business will struggle with a solution designed for the enterprise. A large law firm that needs to recruit polished professionals is underserved by a solution designed for high-volume entry-level hiring. There are other examples. For these and other reasons, many users must look outside their end-to-end provider’s suite to find solutions for talent acquisition tailored to their size, industry, or demographic idiosyncrasies.

#HRTech Chats:

3Sixty Insights #HRTechChat with James La Brash, Founding Managing Director at InFlight

3Sixty Insights welcomed James La Brash late last week to the latest episode of #HRTechChat. James is founding managing director of InFlight. Truth be told, James and I have had the pleasure of engaging in several conversations, and we finally concluded that we should try to capture in the podcast as many of the great ideas we’ve discussed as possible. As anyone can imagine, there just wasn’t enough time to cover everything, but we did get to a lot of it.

The launching pad for our discussion in the video here is the idea that there just might be some room for human capital management and marketing — the CHRO and CMO — to cooperate, benefiting from mutual data analytics wherever possible. Furthermore, we noted that marketing has a roughly 10-year head start on HCM in the former’s appreciation for measuring its effectiveness, and that CHROs may therefore learn a few things from CMOs in the interest of accelerating HCM’s own foray into measuring its effectiveness. The conversation took off from there.

3Sixty Insights #HRTechChat with Josh Rock, Talent Acquisition Manager at Nuss Truck Group

Our latest guest on #HRTechChat is Josh Rock, talent acquisition manager at Nuss Truck Group Inc. With locations in Minnesota and Wisconsin, the company sells and services various brands of medium-duty and heavy-duty trucks and heavy equipment for construction. Before entering the field of recruiting at organizations of various sizes and in a number of industries, Josh spent the better part of a decade in sales at JobDig Media. He brings an uncommon perspective to the podcast.

3Sixty Insights #HRTechChat with Jeanniey Walden, Chief Innovation and Marketing Officer of DailyPay

3Sixty Insights welcomed Jeanniey Walden, chief innovation and marketing officer of DailyPay, Inc., to the latest episode of #HRTechChat, where we explored the idea that the act of paying employees is much more than the operational aspects of running payroll. Any employer that solves frustrations related to pay can be exceptionally effective in influencing employees’ feelings and, related, their motivation to be productive.

3Sixty Insights #HRTechChat with Mike Erlin, CEO and Co-Founder of AbilityMap

With the picturesque Australian outdoors as his backdrop, Mike Erlin, CEO and co-founder of AbilityMap, joined 3Sixty Insights in the early morning his time for this episode of #HRTechChat. A fellow alum of Cornerstone OnDemand, Mike brings ideas that slot right into the future of work. Employers today have the tools to understand their organizational culture like never before. Mike delves into some specifics and explains why any company can ward off a plethora of related challenges before they even take root. Much of the way forward distills down to the deployment of the right psychometric instrument. But there’s much more to it, and if you enjoy geeking out on human capital management, then you’ll have fun following our conversation.

Blog Articles:        

Sears: What’s the Lost Opportunity Cost for a Squandered Super Brand?

It’s understandable and only human to focus on the calculator when revenue stagnates, dwindles or looks like it might do either. In business, however, the circumstances signal that we must exercise our actual humanity and invest like mad in what we have built. This isn’t everyone’s reflex, but the alternative is to descend irretrievably into the death spiral of left-brain-only leadership. For all its incessant focus on ensuring the business remains in the black, the attitude only leads to financial ruin—everything the left brain fears.

In the Wake of Sears…

Jeff Bezos must have loved whoever it was who got rid of the Sears’ catalog. Only an unforced error of such magnitude would ever have left a berth in its wake wide enough for a Bezos type to set up shop and threaten to rule the planet. It was probably the same person who decided to neglect or mistreat Kenmore, Craftsman, Diehard and all the other brands that grew in prominence over decades’ time in the Sears super brand’s wake.