What Makes an Award-Winning Digital Workplace?

June 26th, 2019

Last week at the 2018 Digital Workplace Experience event held in Chicago, the Digital Workplace Group in partnership with SMG/CMSWire recognized Liberty Mutual with the 2018 Digital Workplace of the Year Award. This award celebrates organizations which have excelled at creating well-executed, high-performing digital workplace environments.

So, what makes an award-winning digital workplace?

Winning the Digital Workplace of the Year Award is not an easy task, in fact the judges scrutinized the participating organizations to see how they perform across strategy, business case, governance framework, key features, user engagement and the overall business impact.

So what makes an award-winning digital workplace? We sat down with Troy Campano, the Senior Enterprise Architect who drove the digital workplace strategy at Liberty Mutual to get the full scoop.

Can you describe the strategy of Liberty Mutual’s Digital Workplace?

Liberty Mutual’s digital workplace strategy aligns with our company-wide focus on continuously improving and innovating. By investing in new and emerging technologies to automate internal business processes and improve employees’ lives we created a digital work environment where employees’ technical interactions at work are as personalized and intuitive as in their everyday lives.

The digital workplace delivers an exceptional experience for our employees that simplify their days and help them become more productive, engaged and collaborative while empowering employees to focus on high value.

What was the business case for your digital workplace?

Liberty Mutual’s digital workplace strategy was driven by user demand. We heard from various surveys, focus groups, and general feedback that employees wanted a unified location to see notifications and manage work. The amount of systems employees were required to access had become overwhelming, causing significant productivity, engagement and communication delays.

This feedback from employees became a catalyst to make a change. At the time we began the journey, our CIO provided leadership-level support that the team needed to take charge, take risk, and ultimately try something completely new.

What are the key features that impressed the judges?

The judges told us

“We were especially impressed with their strategic approach, with a clear focus on simplifying employees lives and impressive features, including a personalized Digital Assistant, a Chatbot for IT help, and a mobile app for anywhere access.”

One of the judges even said “the impressive features were all about bang for the buck and less about gee-whizz sizzle”.

The features of our digital workplace were designed around simplifying the day for our employees and creating an environment that frees employees to focus on high value work. In the end that equated to creating a:

  • Personalized digital assistant to handle administrative task and intelligently serve up the right work and information at the right time
  • Chatbot to help automate tasks and streamline answers to common inquiries
  • Mobile access to the most important information employees need to get their jobs done.

Can you describe the impact of your digital workplace?

We heard from employees after we did sentiment that the #1 word to describe it was “Love”, as in “I love this!” We knew we had something powerful that made a really positive impact on employee experience at Liberty Mutual. Employees were really excited by this technology and loved using it, something you often don’t hear from employees talking about enterprise software.

We also saw significant efficiencies and cost savings across multiple departments. On average, the digital assistant saves each employee more than 3 hours a week. In a company of 50,000 employees, that equates to millions annually in productivity savings.

What recommendations and advice would you give others?

Consider working closely with employees throughout the process. At Liberty Mutual, we heavily used Human Centered Design and Design Thinking along the way in building our digital workplace. We worked hand in hand with employees, which lead us to creating something unique and really powerful as it was completely driven by employee feedback. This was something new for us in terms of building internal employee software but it ensured we were solving real pain points for employees.

Without employee feedback and collaboration along the way, it’s unlikely you’re going to create a digital workplace that is impact-full for employees, or a solution that employees will use to actually get work done.


Here at Workgrid, we’re proud to be part of Liberty Mutual’s mission to creating exceptional digital experiences for employees, where employees’ technical interactions at work can be as personalized, timely, and intuitive as their everyday lives.

We hope sharing this interview gives other organizations the ability to gain insights and knowledge they can benefit from as they continue on their very own digital workplace journey.

To learn more about the Liberty Mutual implementation of an employee digital assistant, check out the following case study.

Janine Marchi Head of Customer Engagement & Communications

Janine Marchi is the Head of Marketing at Workgrid Software. With over 10 years of experience leading marketing strategies for tech companies in online security, identity and access management, and the digital workplace, she is a tech enthusiast and enjoys writing about new technologies, marketing, and industry trends. You can connect with Janine on LinkedIn.

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