KONE [HEL: KNEBV]

Kaija Bridger

Kaija Bridger is a seasoned corporate executive and visionary leader, known for her exemplary expertise in human resources, communications, and strategy. As the vice president of people & communications for the Asia Pacific, Middle East, and Africa regions at KONE, she plays a pivotal role in shaping the organization’s people-centric approach and driving seamless communication across diverse geographies.

Please tell our readers about some of the challenges and pain points that you have observed prevailing in the industry.

In our industry, numerous challenges impact both our customers and our company. The most significant issue is the uncertainty prevailing in the markets where our customers operate, caused by factors like COVID-19’s initial impact, disruptions in China’s markets, and various economic downturns.

The supply chain and logistics disruptions have led to product and service availability issues. Moreover, inflation has increased costs for raw materials and finished products, putting financial strain on both customers and us.

Making long-term forecasts has become exceptionally challenging due to the dynamic and unpredictable landscape. To cope, we and our customers must develop multiple scenarios and stay agile in response to changing conditions. Effectively leveraging different markets is another pressing concern, requiring distinct approaches for each unique outlook and operating environment.

Additionally, our customers have shown hesitancy in adopting new technology advancements. They demand maximum value and top-notch quality and services from us, making first-time fixes and minimal disruptions crucial for our service delivery team’s priorities.

What are the steps being taken to mitigate these challenges and what are the new technologies and approaches should we look forward to?

To mitigate the challenges we are facing, we are taking several steps. One key focus is customer retention, where we aim to provide top-notch service to ensure their satisfaction. This involves developing and upskilling our employees, both internally and externally, so they can address customer needs effectively.

Furthermore, we recognize the importance of technology adoption to stay competitive. We have already made progress in leveraging AI for talent acquisition, enhancing the candidate experience. We are exploring AI applications in HR tasks and considering how AI can be integrated into our learning ecosystem. Personalizing learning experiences using VR and AR-based learning, and promoting socialized learning platforms are part of our strategy to keep our workforce engaged and up-to-date with industry advancements.

Additionally, we have restructured the company to focus on geographical regions, allowing us to respond more agilely to market needs. We are continuously exploring and piloting various technologies to be more efficient and support our colleagues effectively. This forward-looking approach will help us overcome uncertainties and thrive in an ever-evolving industry landscape.

What will be your advise to your peers and aspiring professionals in the industry?

My advice to my peers and aspiring professionals in the industry would be twofold. Firstly, I suggest continuing to collaborate openly within our own space. Learning from each other in this network is incredibly valuable, as the challenges we face are often universal, and someone else might already be working on solutions. Leveraging knowledge from one another and growing together is essential to develop the HR function effectively. Engaging in networking events and seminars can be beneficial in this regard.

Secondly, when it comes to technology, let’s maintain an open[1]minded approach. Embrace and explore new technologies to reap their benefits fully. Rather than fearing job losses, we should view technology as an opportunity to enhance our work. For instance, incorporating AI and cloud connectivity in our equipment has resulted in predictive maintenance, generating more work for technicians and improving customer satisfaction.