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Employee Experience: What to expect in 2020


55% of Global 2000 CHROs put Employee Experience (EX) in their list of priorities for 2019. Focussing on enabling productivity, wellbeing and profitability has meant the employee experience discipline has matured rapidly in the last twelve months. But what do employees expect from their companies in 2020? And what EX trends will emerge over the next decade?

1. EX will find its home in the business

Research conducted with more than 500 Global 2000 companies proves that EX provides business value in two ways: a more effort­less experience, and superior experiences at ‘moments of truth’. We also know that the total savings potential for great EX in a 20,000 people organization amounts to 150 million USD per year.

It’s little surprise that EX will be counted among 75% of CHROs ‘top three priorities’ for 2020 – or that three out of four CEOs believe EX is a company priority.

And the recent State of EX report concluded that a massive majority of CEOs (more than 90%) will look to HR to take the lead.

With buy-in from the business, 2020 will likely see ‘Head of Employee Experience’ roles grow in number and report to the CHRO’s direct reports – possibly even the CHRO, themselves.  Brand new EX teams will be established in larger companies, and existing teams will expand by up to 13%.

2. The EX Ecosystem will arrive

2019’s EX initiatives were a series of discrete components: office space, digital tools and leadership culture. And (for most companies) they didn’t have as much impact as expected. Progressive organizations realize that employees navigate a complex ecosystem at work, experiencing this ecosystem as a whole rather than as a set of independent service silos. The EX Ecosystem (see below) is a way of visualizing the interplay of people, tools, services and context in an organizational system with individual members of the workforce at the centre progressing through their lifecycle and experiences with the organization. Unlike 2019’s discrete components, the EX Ecosystem allows HR to conceptualize and design initiatives that cross the interconnected layers of interactions and extend far beyond experiences with HR delivery systems or HR services and products.
The Employee Experience Ecosystem


Equipped with this understanding, 2020 will see HR adopt an EX Ecosystem approach and aim to design and deliver experiences within this broader, human-centered ecosystem.

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