Most of us now know that the employee experience is more than just benefits, vacation policies and catered lunches. It’s about putting your people first and providing great service to them when it matters most. But those moments aren’t only the happy work life events, such as onboarding, having a baby, or an internal transfer or promotion. It’s equally as important to support employees and managers through the (hopefully) rare occasions that require disciplinary action or Employee Relations (ER) involvement.
As Black Friday, Cyber Monday and the holiday season fast approach, retailers and fulfillment centers are looking for seasonal workers to help meet the demand of the holiday spending season. Last year in the US alone, holiday sales rose to $691.9 billion in November and December, marking a 5.5% increase from the year before and the best holiday spending performance since 2005. This year, analysts are predicting that holiday sales will grow again.
Applications like Salesforce, Box, Microsoft Suite and Google Suite have improved workplace productivity, collaboration, and the employee experience for traditional desk workers. But what about the 80% of the global workforce who don’t work behind a desk? While companies provide countless consumer-grade applications for desk workers, non-desk workers don't have the same luxury of using applications that are purpose-built for their needs.
The best thing I took away from this year’s HR Technology Conference in Las Vegas was not an awesome piece of swag (which there were many), or insights into an innovative technological breakthrough, or even Mike Rowe’s hilarious firsthand experience with “AI”—no, not the AI you are thinking of. It was the collective agreement from thought leaders, analysts, attendees and vendors that successful HR operations need to meet employees where they already are.
At PeopleDoc, we're on a mission to make HR more agile and more productive when delivering service to employees. In addition to providing a great user experience for HR, we're also committed to delivering a consumer-grade employee experience. We recently outlined how we’re transforming our HR Service Delivery platform so HR can communicate with employees in a natural, secure and flexible setting. This shift to conversational care—a single channel for threading together conversations between employees and HR representatives—increases HR productivity and improves the employee experience.
Have you ever considered everything that contributes to someone’s experience as a staff member of your company? The things that develop their sense of belonging? Usually, we only think of onboarding and perhaps team activities. But in fact, the overall “employee experience” is a lot more than that. It includes things from onboarding to exit interview, but also filing expenses, time off requests, and other important HR processes such as performance reviews. If you look at the impact a performance review has on someone’s career and their desire to stay within a certain role, it becomes a crucial part of the employee experience. And yet, so many of us dread having to go through it.
Employee experience (or, “EX”) includes several contributing factors. According to the widely-accepted model attributable to Jacob Morgan, the three primary factors are: the physical, the cultural and the technological. The biggest impact that can be made today—especially from the perspective of HR services—is to focus on the technological, or digital, factors. In the past few years, EX has become a bit of a buzzword, but it’s not something new. Just by virtue of the fact that there is a company, there are employees, and there is naturally some degree of exchange between them—the experience exists. Moreover, if an HR team, or an organization as a whole, is not focused on designing for the EX, the experience that exists today is probably not as positive and impactful an experience as it could be.