The Employee and EX

Elements of Employee Experience

Ask anybody what Employee Experience is and you’re likely to get a different perspective nearly every time. Most organisations would probably be able to explain what they expect or want from Employee Experience, improved levels of employee engagement, enthusiasm, identity and involvement. However how do you relate that to what your employees need?

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Employee experience can’t be defined as a single thing or entity. It’s an amalgamation of your employees’ encounters with your organisation over a period of time.  The experience of an employee will differ from day to day. Some days they might have an extended commute to an office for a meeting and have to experience long traffic delays. Other times they will be working from a home office. But it could equally be working on a corporate device that is still running Windows 7 and legacy Office products and be heavily locked down, restricting their ability to work with both customers and colleagues.

Given the diversity of experiences your employees can encounter, you may consider this to be just too difficult to overcome. How can we change this? Whilst the strive to have a perfect experience for all your employees could be a step too far, most organisations can make significant headway to improve its employee satisfaction by considering some of the basic elements that make up its user experience.

It is important to understand the major elements at play and their effect on the employee experience; these are:   Culture, Technology and Workspace.

These elements define how your employees interact and behave within an organisation and impact their overall experience of their workplace. Considering how these elements need to evolve is key to improving the employee experience

Embracing Employee Experience (EX)

Employee Experience is becoming the watchword for organisations seeking to improve their employee engagement. It borrows concepts and approaches from the customer experience mind-set and applies them to its own employees. This approach seeks to improve employee touch points, from attracting talent and on-boarding through to how the employee performs their job and how they get rewarded.

This all makes sense, and if organisations had the ability to start again I’m sure many would incorporate all of the best practices available to get the best employee experience. But most organisations have considerable debt to consider in this area and cannot always justify the call to action to improve all aspects of its employee’s experience. However be warned this is not a get out of jail free card, organisations will ultimately suffer in the long term if employee experience does not evolve.

Achieving a better employee experience starts with “Understanding”. Knowing what your current situation is and what your employees are thinking, gaining insights into how they work is an essential step to improving their experience. Identifying the areas of your business you would like to address, for instance: is your employee retention rate to high? Are your employee satisfaction scores to low?

In order to address EX organisations should consider a three step approach:

  • ENGAGE with your employees and gain real world perspectives and data on how they are operating across the key EX dimensions. What is working for them and what is not? Listen to your employee’s views, gain insights and valued feedback.
  • EMPOWER your employees by involving them in the solutions, apply an employee centric approach to the thinking. What works best for them? What experience would drive the right behaviours? Acknowledge any issues and work together on solutions to address them.
  • ENRICH their experiences and increase their sense of meaning and belonging by working together to evolve the organisations culture, technology and working spaces by acting on the joint ideas and improvement initiatives.

These three steps should allow you to start to bridge the gap between what the actual employee experience is and what it needs to be. Now is the time to start this journey and engage with your employees and work together to empower them to drive the right experiences that will ultimately enrich their working lives.

 

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