The Frictionless Enterprise in the context of HR operations

Felicia Jones (Digital Employee Operations Leader, Americas) talks to Anjali Pendlebury-Green (Global Head of the Digital Employees Operations Practice) about how Capgemini’s Frictionless Enterprise approach relates to HR operations and how it is delivering a frictionless experience for our clients’ employees.

Felicia Jones: Hello Anjali. Thanks for joining me to talk about the Frictionless Enterprise. In particular, I’d like to talk about the frictionless employee experience.

Anjali Pendlebury-Green: Hey Felicia, thank you very much for having me.

 When we think about the Frictionless Enterprise as it relates to HR operations, our customer is actually our individual employee who not only needs to interact with HR, but also with other departments. For example, if I have questions about my expenses, I reach out to the accounting department, and if I’m looking to procure a new laptop, then I work with IT. How do we make that a seamless experience for the employees?

Good point, and this is the reason why, at Capgemini, the frictionless employee experience goes way beyond HR. It actually looks at the interactions that an employee has across the organization and the organization’s operating model. It then converts that experience and that desired seamless flow into our service model and our operating model.

This means we have to breakdown the barriers between departments that are not traditionally HR, so we have to think of how the interaction works with procurement, with IT services, and whether the employee has easy access to all the services that they need on a single pane of glass. That, for us, is the true definition of the frictionless employee experience.

The single pane of glass – I really like that concept. With the change in the workforce due to COVID-19, it sounds like the single pane of glass can quickly be used with the paradigm shift in the ways of working. Would you agree with that?

Absolutely, the pandemic has been a great accelerator of the digital employee experience. We’ve had to move into a remote and digital working mode, even for more traditional industries such as retail – where people are actually supposed to be on tills or in shops. We have been required to construct quite innovative digital employee experiences and deliver them at pace.

In addition, we have been working across several of our digital partners such as ServiceNow or Zendesk to bring best practices from customer-grade technology and experiences into the employee space, in order to react with speed during the crisis.

How have these changes adjusted Capgemini’s D-GEM model – our platform to deliver on the frictionless HR vision?

Our Digital Global Enterprise Model (D-GEM) platform has been adapted to frictionless along two parameters. The first is really looking at the operating model for an employee across departments – and not just HR – but really going back to our original concept of service integration, and then enabling that service integration with a single pane of glass so that they can access different departments with the touch of a button.

The second point is really about our digital partners such as ServiceNow or Zendesk, who are famous for customer experience initiatives, understanding how that applies to the employee experience, and truly bringing it back.

We’ve been surprised by the level of adoption that we have been able to drive of this new way of thinking with our clients.

Finally, what part does intelligent automation play in the Frictionless Enterprise and creating a frictionless employee experience?

Our teams love our augmented workforce and our digital workers, especially at the moment, where the velocity of change, but also the volume of requests, is significantly high.

We’ve taken the opportunity to accelerate the introduction of the augmented workforce. This means the human workforce can really focus on driving empathy and engagement with our employees and colleagues that are facing very serious challenges – not just at work, but also in their personal lives.

Meanwhile, the digital workforce is effectively picking up simple transactions and easy-to-do actions, and freeing up their time at the front-end thereby significantly decreasing the total cost of operations. Our teams are absolutely in awe of their digital colleagues that are operating simple transactions for them!

Anjali, thank you for your time. This has been a really interesting discussion – and from the sounds of it, our future is frictionless!

Anjali Pendlebury-Green (Global Head of the Digital Employees Operations Practice)
Anjali Pendlebury-Green
(Global Head of the Digital Employees Operations Practice)



Anjali Pendlebury-Green is an expert in the field of HR outsourcing and transformation, specializing in delivering HR solutions that leverage global outsourcing platforms, leading edge technology, stack offers, and process standardization. Anjali has led award-winning HRO teams for large multinational companies with a special focus on the manufacturing sector.



Felicia Jones
Felicia Jones (Digital Employee Operations Leader, Americas)


Felicia Jones leads multi-site teams and projects to enable our clients to implement processes and systems that improve efficiency, reduce costs, and align HR as a strategic value-added business partner.

Delivering a Fricitonless Employee Experience