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OVERVIEW

Delivering differentiated and satisfying customer experiences (CX) can lead to a boost in loyalty, market share and revenues. Imagine what a similar focus on the employee experience (EX) could mean for the business.

Leading companies are already recognizing that EX is the new battleground for competitive advantage. The next step is to apply what they know about CX to build superior EX that drives engagement, retention and productivity.

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51% of business leaders plan to create individualized employee experiences comparable to consumer experiences

51% of business leaders plan to create individualized employee experiences comparable to consumer experiences

KEY FINDINGS

Companies should consider three CX insights:

HYPER-PERSONALIZATION GOES TO WORK
As with CX, hyper-personalization is the hallmark of any successful EX strategy. Delivering targeted experiences involves segmenting the workforce into clusters that share important characteristics.

Through digital technologies, companies can cost effectively drive personalization at scale.

MOMENTS MATTER
While with CX, companies focus on “Moments of Truth,” with EX it’s about “Moments that Matter.” Critical moments occur on a continual basis across physical, human and digital dimensions. And employees want to have more choices in defining their experiences.

THE BEST EXPERIENCES ARE HUMAN
In the same way brands can drive consumer loyalty through interactions with people, human interactions are at the heart of workforce engagement and productivity.

Strengthening human experiences requires a culture of collaboration. Everyone in the organization must take part.

83% of companies are using or piloting predictive technologies that anticipate employee needs.

83% of companies are using or piloting predictive technologies that anticipate employee needs


 

EMPOWER WORKERS TO GIVE THEIR ALL

By applying CX principles to talent management, companies can create a more relevant, personalized EX that drives productivity and other business outcomes:

IDENTIFY POCKETS OF VALUE
Consider the business outcomes you want to achieve, such as improved workforce retention, or productivity. Then, prioritize the workforces based on the likelihood that an improved EX would drive more value to the business.

DEFINE MOMENTS THAT MATTER
Use analytics, survey data, and social listening to understand the professional and personal moments that will matter most to each segment. Armed with this understanding, design hyper-personalized EX offering physical, human and digital choices.

CO-CREATE AND DESIGN THE EXPERIENCE
Apply customer-centricity techniques such as design thinking to reinvent EX. Use choice as a key design principle, and engage with employees to co-create the most relevant and valuable experiences.

AUTHORS

CONTRIBUTORS

Guilherme Portugal       Connect with Guilherme Portugal's Profile/s on LinkedIn. This opens a new window.


Elizabeth Wilson       Connect with Elizabeth Wilson's Profile/s on LinkedIn. This opens a new window.


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