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Employee experience (EX) is on every company’s mind — and for good reason. Trends like the Great Resignation, the rise of CX gig workers, and hyperinflation are casting a spotlight on employee experience. Companies are beginning to understand the impact the trending topic has on their brand, the team they employ, and even the way they engage with customers.
Employee experience is all about the way your employees perceive and engage with your brand. It encompasses every interaction and experience they have throughout their tenure with the company — from submitting their application to completing their exit interview.
Prioritizing employee experience in your organization is important for several reasons. Employee perceptions about your company can impact efficiency, customer experience, and even turnover rates. Further, employee experience plays a role in employees' morale, it empowers employee productivity, and strong EX helps employees deliver the best possible quality service to your customers.
Currently, several employee experience trends are shaping up and driving change across industries.
Letting employee experience play out and hoping for the best was once the standard. In the wake of The Great Resignation, companies are moving beyond that reactive approach. Today, brands are increasingly proactive in designing employee experience strategies that build a strong talent base and engaged workforce. This shift is essential to stay competitive and retain top talent.
Here are some strategies to consider for enhancing your employee experience:
You probably have a mission and corporate values. But now is a great time to analyze whether they’re meaningfully implemented into your day-to-day. With many employees shifting to hybrid or remote work environments, even companies with strong cultures must be aware of the opportunities to modernize and capitalize on changes. It’s been proven time and time again — effective culture, high employee engagement, and loyalty are all intertwined.
A brand that grasps the significance of an employee lifecycle is bound to win. As employee needs evolve, it’s important to stay on top of how this evolution will play out and how great talent can be retained.
An employee lifecycle encapsulates the needs of your employees during their tenure with your company. An employee journey, on the other hand, considers how a person’s career progresses through different roles and experiences. Mapping out the employee journey allows you to anticipate the way you can support each employee as they grow.
At some level, everyone can understand how frustrating it is to do a job that you’re not well equipped for. Employees who are better resourced to handle their responsibilities are more likely to be satisfied in their roles. This means something different for everyone, but in the age of remote and hybrid work, cloud-based solutions of all kinds have become an essential part of the remote worker’s toolbelt.
The Great Resignation was drive, in part, by employees leaving to seek out work they considered more meaningful. However, employers who helped their employees discover the purpose and meaning of their work were better protected against the trend. Having an authentic purpose statement that makes an impact day-to-day is a great place to start.
To make the biggest possible impact on your employees, their experience must be considered outside of one department. The entire company must embrace the importance of it to create a culture change and a consistent experience for employees at every touchpoint in their employee journey.
The most tangible way to judge the effectiveness of an employee experience program is by measuring it via employee feedback loops. Focus groups, surveys, mentoring opportunities, and the like are all essential for keeping employees engaged and allowing them to feel heard.
In contact centers, agent experience is more important than ever as attrition grows. To get ahead of the curve and prevent unnecessary resignations, there are three essential strategies you can implement now:
Employee experience is becoming increasingly vital as the work landscape evolves. In the aftermath of The Great Resignation and other industry shifts, focusing on EX is crucial for retaining talent and achieving success. By fostering a supportive and engaging work environment, you'll enhance employee satisfaction and drive better organizational performance. Embrace the importance of employee experience now to stay ahead of future challenges and opportunities.
Get our six top tips to maximize experiences across your org.