JOLTS report

Moving Beyond Engagement – Reinvent Employee Experience At the Workplace

Quite often we design processes and activities to actively engage with employees and then channel it into a great employee experience at work place.  Is that all? Does this ensure an empathetic and inclusive employee experience? The pandemic and the ‘Great Resignation of 2021’ that followed has shown us that employee experience at work place holds the key to a lot of metrics that we diligently measure. From performance metrics to the overall revenue growth, a lot depends on how employees perceive and feel about being a part of the organization. In other words, employee experience is taking the center stage.

According to David Green’s Demonstrating the business value of EX report*, experience is a phenomenon that happens when humans interact with their environment in pursuit of human goals whereas engagement is an employees’ commitment to the organization that varies depending on the quality of experiences.

In terms of data, while engagement can be measured by engagement data via pulse and surveys, quantifying experience means taking into account the quality of interactions across human, digital and physical realms for a given goal or campaign. Each and every day an employee talks to several other employees digitally or in person. According to Microsoft’s 2021 data release, it’s been found that an average employee is sending 45% more texts on Teams than it was before the pandemic, and texts after work hours have also increased by over 42%. 

While engagement data can offer insights into the status of the campaign, it is the experience data that will determine how the employees are responding to it. Calculating the experience data, therefore, becomes crucial. Numbers speak a lot but it all depends on gathering the right numbers to create insights. According to Qualtrics, the right way to proceed is by combining the operational data such as basic details, salary history and combining it with the X data or the experience data to come to a conclusion. For example, let’s say that you spent $100K on additional Covid19 cover for health insurance for your team. This is your operational data. Conduct a survey and ask your employees what they think about it, are they able to take advantage of it, their likelihood of using it, etc. Combine these two and think for yourself if the decision is worth taking or not.

Business Impact of Prioritizing Employee Experience

When we make our people our priority, the business naturally booms. While the impact of the experience on various teams might differ, it does contribute to the overall growth and revenue of the organization. Here are a few places on which an instant improvement can be observed.

A better customer experience delivered by the customer-facing teams. When such teams see that the management trusts them, reduces micromanaging them, and rewards their efforts, they ultimately become more confident in dealing with the customers.

For the product development team, a good employee experience will inspire them to indulge in discussions around the product and provide their inputs without the fear of being judged or looked down upon. Hence there will be better discussions which will ultimately result in better products.

The list goes on. Every team that is responsible for running your business can be provided with an experience they truly deserve by identifying the moments that matter throughout their journey and therefore result in better business outcomes. When employees are valued, they increase the value of your organization.

The days of periodic surveys are over and it’s high time that we start to think above engagement by investing in experience that can be enabled by  technology. To create the best experience, we need to start listening and for the best biased free listening, it’s best to do it anonymously by a conversational AI. 

Berry is a digital personality that can be an HR leader’s strongest ally and every employee’s biggest confidant. Berry can help measure and improve employee happiness. Berry uses deep learning to interact, interpret and drive accountability using actionable patterns that it learns. Berry is available to answer simple questions and is capable of having complex conversations with employees. HR Leaders use Berry to run campaigns that help them to understand the pulse of the organization around various topics. Conversations are then analyzed and actionable insights are drawn out instantaneously.

 

 

Employee Experience