the future of work: more than a machine

THE FUTURE OF WORKMORE THAN A MACHINE

June 2017

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THE FUTURE OF WORK: MORE THAN A MACHINEMETHODOLOGY & KEY FINDINGS

Office Professionals How Many When How

Methodology

18+, Employed full- or part-time

U.S.: 1,042 U.K.: 2,026

GERMANY: 1,002

Sample Margin of Error (MOE): ~±3 % for U.S. & Germany, ~±2 % for U.K.

May 17, 2017 – May 30, 2017 20-Minute online survey

This study builds on the May 2016 research study “Work in Progress,” (which was conducted among U.S., U.K., and Indian office workers). Year-over-year (YOY) comparisons shown where applicable.Note: Data in a few charts may not add up to 100% due to rounding.

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Office workers want artificial intelligence (AI) at work

Office workers rely on technology to get their work done, but don’t yet see the full potential of AI.

• A large majority of office workers in the U.S., U.K., and Germany believe:

– Technology makes them more productive (89% in U.S., 85% in U.K. and 88% Germany).

– Technology improves work-life integration (88% in U.S., 83% in U.K. and 86% in Germany).

– Technology helps connect them better with co-workers (82% in U.S., 73% in U.K. and Germany). (PAGE 5)

• More than eight in 10 U.S. office workers (84%) agree that technology frees them from boring tasks (78% in U.K. and Germany). (PAGE 6)

• Almost 90% say better technology would make their workday easier (88% in U.S., 86% in U.K. and 85% in Germany). (PAGE 6)

• 72% U.S. and 76% German office workers are interested in using intelligent personal assistants1 for work. U.K. office workers are less interested (66%). (PAGE 7)

• These respondents are mostly interested in AI’s help for simple tasks like:

– Reminders of tasks and appointments (49% in U.S., 46% in U.K., 41% in Germany) and;

– Help with finding or editing electronic documents (25% in U.S., 28% in U.K., 26% in Germany). (PAGE 8)

• They are less interested in getting creative suggestions or inspiring content for writing or design tasks (18% in U.S., 16% in U.K., 20% in Germany). (PAGE 8)

• Despite wanting AI to help them, office workers still seek human contact. Germans (83%), in particular, see face-to-face interactions as important, compared to 70% in U.S. and 68% in U.K. (PAGE 9)

1Intelligent personal assistants are: voice-activated devices used today for such tasks as getting information from the web, making to-do lists, etc.

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In the future, workers see technology freeing them from menial tasks

Most office workers feel that their jobs will continue to be inherently human. Many don’t feel very equipped to succeed in a workplace infused with advanced technology.

• 87% percent of U.S., U.K., and German office workers expect their jobs to change in five years. (PAGE 11)

• U.S. office workers predict that 63% of menial office tasks will be done by technology in the next 20 years (60% in U.K., 56% in Germany). (PAGE 12)

• Two-thirds of U.S office workers think their job requires human abilities that technology will never replace (68% in U.K., 60% in Germany). (PAGE 12)

• Almost eight in 10 respondents say successful office workers of the future will be better collaborators (vs. those who work best alone). (PAGE 13)

• Office workers believe that people who can do lots of things (vs. those who specialize in one area) will be more valued (76% in U.S., 76% in U.K., 56% in Germany). (PAGE 13)

• Less than a third of U.S. and German office workers and 19% of U.K. office workers feel very equipped to succeed in a technology-rich work environment of the future. (PAGE 14)

• State, local, and national governments can do more:

– About a third of U.S. and U.K office workers and 22% in Germany say national governments are not effective in preparing tomorrow's workforce. (PAGE 15)


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THE FUTURE OF WORK: MORE THAN A MACHINE

Section 1

OFFICE WORKERS WANT AI AT WORKThey see more immediate benefits in AI freeing them from menial tasks

4

5

Technology enables productivity and collaboration

Technology’s Role in the Workplace Among U.S., U.K., German Office Worker Total — Showing % Selecting

Helps me to be more productive Improves my ability to integrate work and life responsibilities

Helps me connect betterto my co-workers

UnitedKingdom

UnitedKingdom

UnitedKingdom

UnitedStates

UnitedStates

UnitedStates

Germany Germany Germany

Q14. Which of the following most closely aligns with your opinion of technology in the workplace?Q15. How much do you agree or disagree with each of the following statements about your work? Showing Top 2 (Somewhat agree + Completely agree)U.S. N: 1042, U.K. N: 2026, GER N: 1002

89%88%

82%85%83%

73%

88%86%

73%

THE FUTURE OF WORK: MORE THAN A MACHINESECTION 1: OFFICE WORKERS WANT AI AT WORK

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Technology frees office workers from menial work

Technology’s Role in the Workplace Among U.S., U.K., German Office Worker Total — Showing Top 2 Box (Strongly + Somewhat Agree)

Can free me up from doingrepetitive or boring tasks

Would make my work day better / easier1

Q15. How much do you agree or disagree with each of the following statements about your work? (Top 2 box reported)U.S. N: 1042, U.K. N: 2026, GER N: 1002 1YOY, up from 74% in U.S and 64% in U.K. (2016 Work in Progress Study)

UnitedKingdom

UnitedKingdom

UnitedStates

UnitedStates

Germany Germany

84% 88%

78%86%

78%85%


7

Interest in Using Intelligent Personal Assistant for WorkAmong U.S., U.K., German Office Worker Total — Showing Top 2 Box

Most office workers want to use AI at work

Q25. How interested would you be in using an intelligent personal assistant for work-related tasks today? (“Interested” combines responses for “somewhat interested and very interested”)U.S. N: 1042, U.K. N: 2026, GER N: 1002

UnitedKingdom 66%

UnitedStates 72%

Germany 76%


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MENIAL TASKS

Work-Related Tasks for Intelligent Personal Assistant (IPA)Among U.S. Office Workers who are interested in Using IPAs for work — Showing % Selecting

46% 32% 16% 10%16%28%31%

41% 32% 14% 11%20%26%33%

Reminding me of tasks or appointments

Doing research on a work topic

Searching all my electronic documents for

information

Helping me find or edit an electronic

document

Giving me creative suggestions or

inspiring content for writing or design tasks

Giving me feedback on tone or style for e-mails or longer

documents.

Suggesting how to grow my network

of colleagues

Office workers prefer AI for simple tasks over complex or “human” ones

Q26. For which of the following work-related tasks would you be most interested in using an intelligent personal assistant?INTERESTED USING IN INTELLIGENT PERSONAL ASSISTANT: U.S. N: 746, U.K. N: 1334, GER N: 758

United Kingdom

Germany

COMPLEX TASKS

49%

36%31%

25%

18% 16% 10%


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Even in a more technical world, office workers prioritize face-to-face contact

Importance of Face-to-Face Interaction to Success in JobAmong U.S., U.K., German Office Worker Total — Showing Top 2 Box (Very Important + Important)

Q8. How important is human face-to-face interaction to success in your current job?U.S. N: 1042, U.K. N: 2026, GER N: 1002

United KingdomUnited States Germany

70% 68% 83%


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Section 2

WORKERS SAY TECHNOLOGY WILL FREE THEM FROM MENIAL TASKSThey don’t think machines will threaten their jobs

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Most office workers predict their jobs will change in five years

Think Own Job Function Will Change In Next Five YearsAmong U.S. Office Worker Total — Showing % Selecting

Q22. How much do you think your own job function or role will change in the next five years? (“Will change” combines responses for “a little bit” and “significantly.”)U.S. N: 1042, U.K. N: 2026, GER N: 1002 Note: Data may not add up to 100% due to rounding.

Will change

87%

UnitedKingdom 87% Germany 87%

10%

of U.S. office workers think their jobs will not change in the next five years

U.K. (9%), Germany (12%)

3%

of U.S. office workers think their jobs won't exist in the next five years

U.K. (4%), Germany (1%)

THE FUTURE OF WORK: MORE THAN A MACHINESECTION 2: WORKERS SAY TECHNOLOGY WILL FREE THEM FROM MENIAL TASKS

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Workers say human abilities will be needed at work, as machines do most menial tasks

Do You Think Your Job in its Entirety Could Ever Be Carried Out by a Machine?Among U.S., U.K., German Office Worker Total — Showing % Selecting

Percentage of Menial Office Tasks Done by Technology in Next 20 Years

Among U.S. Office Worker Total — Mean Result

Q17. Do you think your job in its entirety could ever be completely carried out by a machine / technology?U.S. N: 1042, U.K. N: 2026, GER N: 1002 1YOY, "No" results up from 56% in U.S. and 60% in U.K. (2016 Work in Progress Study)Note: Data may not add up to 100% due to rounding.

Q16. What percentage of menial office tasks do you think will be done by a machine / technology in In 20 years? U.S. N: 1042, U.K. N: 2026, GER N: 1002 2YOY, up from 53% in U.S. and 53% in U.K. (2016 Work in Progress Study)

Yes, today Yes, but probably not for at least another 20 years

No, my job requires abilities and attributes that only humans possess*

Yes, in the next5 to 10 years

No, in my role, customers prefer to interact with people over machines

U.S., U.K., and German office workers say their job could not be carried out by a machine in its entirety.

% menial tasks done in 20 years2

United States

United Kingdom

Germany

9%

5%

5%

11%

12%

15%

14%

16%

20%

48%

41% 19%

45% 21%

20% 63%

60%

68%

66%

UnitedKingdom 60%

Germany 56%


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Successful office workers will be better collaborators and utility players

Most Successful Workers of the FutureAmong U.S Office Worker Total — Showing % Selecting

Q21. Who do you think will be the most successful workers of the future?1YOY, up from 67% in U.S. and 66% in U.K. (2016 Work in Progress Study) ²YOY, up from 70% in U.S. and 68% in U.K. (2016 Work in Progress Study)U.S. N: 1042, U.K. N: 2026, GER N: 1002

Better at collaboration (vs. working alone)1

Able to do many different things (vs. specializing in one area)²

79% 76%

UnitedKingdom 79% United

Kingdom 73%Germany 80% Germany 56%


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In a technology-rich future, less than a third of office workers feel very equipped to succeed

Extent Equipped to Succeed with Technology and Technical SkillsAmong U.S., U.K., German Office Worker Total — Showing % Selecting

Q23. The future of work will likely involve more technology and require more technical skills. How well equipped do you feel to succeed in such an environment?U.S. N: 1042, U.K. N: 2026, GER N: 1002

Veryequipped

United Kingdom

19%

49%

Moderatelyequipped

32%

Slightly/not at allequipped

Germany

Veryequipped

29%

46%

Moderatelyequipped

25%


United States

Veryequipped

30%

47%

Moderately equipped

23%



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Governments aren't effectively preparing workers

National Governments' Effectiveness in Preparing Today’s Workforce for the Future Among U.S., U.K., German Office Worker Total — Showing % Selecting

Somewhat effective

Somewhat effective

Somewhat effective

Very effective Very effective Very effectiveNot at all effective

Not at all effective

Not at all effective

Q27. How effective is your local, state/regional, and national government at preparing today’s workforce for the future?U.S. N: 1042, U.K. N: 2026, GER N: 1002

say local government is not at all effective.



say state/regional government is not at all effective.



United Kingdom

14%

56%

30%

Germany

21%

57%

22%

United States

17%

52%

31%

28% 33% 22%

26% 30% 21%


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Section 3

ADDITIONAL INSIGHTS: GERMANYGermans’ work shapes their personal identity

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German office workers are most likely to love their job

Feelings About JobAmong U.S., U.K., German Office Worker Total — Showing Top 2 Box

Q1. How do you feel about your job? (1 to 5 scale, with 1 meaning absolutely hate it and 5 meaning absolutely love it). Showing: 4-5 love it. U.S. N: 1042, U.K. N: 2026, GER N: 10021YOY, up from 70% in U.S. and down from 63%in U.K. (2016 Work in Progress Study)

Love their job1

76%

UnitedStates 74% United

Kingdom 59%

THE FUTURE OF WORK: MORE THAN A MACHINESECTION 3: GERMANY

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Most German office workers would keep working, even if they won the lottery

If You Won The Lottery…Among German Office Worker Total — Showing % Selecting

88%

Of German office workers would continue to work after winning the lottery.

81%

Of U.S. office workers would work after winning the lottery.1

69%

Of U.K. office workers would work after winning the lottery.1

Q4. If you won the lottery, would you...U.S. N: 1042, U.K. N: 2026, GER N: 10021Results for "would work" YOY, up from 80% in U.S. and 67% in U.K. (2016 Work in Progress Study)

Stop working entirely

Pursue mydream career

Continue doing the job I currently have

but work fewer hours

Continue doing the job I currently have in

the same capacity

12%23%

42%

23%


19

A majority in Germany and the U.S. are defined by work

Working Defines the Worker Among U.S., U.K., German Office Worker Total — Showing Top 2 Box

Defines who I am1 Neither defines me nor doesn’t Doesn’t define who I am

UnitedStates

UnitedStates

UnitedStates

UnitedKingdom

UnitedKingdom

UnitedKingdom

Germany Germany Germany

Q3. How much do you feel your work defines who you are? (1 to 5 scale, with 1 meaning work doesn’t define who I am at all and 5 meaning it defines who I am completely) Shown: 1-2 Doesn’t define who I am, 3 Neither defines me nor doesn’t, 4-5 Defines who I amU.S. N: 1042, U.K. N: 2026, GER N: 10021YOY, down from 57% in U.S. and 46% in U.K. (2016 Work in Progress Study)

52%

44%

54%

31% 30% 30%

17%26%

15%


20

Access to technology is the top workplace perk

Importance to Ideal Work Space1 Among German Office Worker Total — Showing % Selecting

State of the art technology for my

work station

Access to food and beverages

Personalized work stations

Lounge and relaxation areas

Beautiful office design

Access to on-site amenities

35%

26%

21%

15% 14% 12%

Q5. Of the following factors, which are the most important in creating your ideal physical work space? Please select up to two.U.S. N: 1042, U.K. N: 2026, GER N: 10021YOY similar results in U.S. and U.K (2016 Work in Progress Study)

United States

United Kingdom

37% 19% 18% 12% 14% 13%

27% 26% 12% 20% 18% 14%
