the human factor makes the difference

Caroline De Roose beliefs in a good equilibrium between the technological and the human approach; although she prefers to phrase “Touch, facilitated by tech”, technology as facilitator for human approach.

'Some technologies are very visible, but within organisations a lot happens behind the screens that has an indirect impact on customer experience. At Randstad, this is for instance the use of technology that enables us to match candidates faster with the jobs that best fit them. If we help an employer faster, this impacts customer satisfaction.'

Nevertheless, it must be underlined that linking talent to companies remains of course also an emotional activity. 'That is why for us digitalisation remains fully in function of the human factor. We are convinced that the human contact – the touch – will always exist. The tech serves first of all to support the human factor and to make time for it,' concludes Caroline De Roose. 'For me, the human approach is a differentiating factor in a society that is ever more driven by technology. But this means that the level of these touch-moments must be sufficiently high.'

which kind of communication is considered important by candidates?

Research by Dr. Zanna van der Aa on the experiences of candidates at Randstad uncovers what for them – subconsciously – are the main triggers for satisfaction. In order of importance:

'On number one with a bullet we find “the consultant is enthusiast about my solicitation”,' says Zanna van der Aa. 'Number two is “I hear fast whether the employer considers me an interesting candidate”, and on three we see “I receive proactive advice about how I can improve my chances for work”.'

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