A Turning Point for HR Service Delivery
Leapgen White paper

Results of Leapgen’s 11th annual HR Service Experience Practices Survey, conducted in December 2021 through January 2022, shed light on how large and mid-sized organizations are supporting their workforces today. This study examines how the following have changed over the past decade - particularly since the outbreak of COVID-19 in 2020 - and where things are headed.

  • Operating practices: Staffing & structure; use of tiered models; service level agreements
  • Technologies & services channels in use: Experience layers; cloud HCM; case management; chat bots
  • Digital transformation: Capabilities and practices associated with mindset, people process & technology

And of course, Leapgen offers recommendations for how you should evaluate and reimagine the design of your delivery model.