Source | www.myhrfuture.com | Caroline Styr | Kerry Ghize | Christophe Martel
The business world has long understood that external customer experience (CX) is a key differentiator in the market. Or, in other words, that business impact is determined by the experience centricity of products and services.
An experience-centric approach should not be limited to external customers. Positive internal customer experience – for the people who work for and with an organisation – is equally as important. Evidence indicates that, just as external CX correlates with business impact, so too does internal customer experience determine how well an organisation attracts, retains and unlocks the potential of talent. In this way, companies compete on employee experience (EX), just as they do on customer experience.
Measuring employee experience with interaction-level experience data
Employers can assess an individual’s general sentiment or overall relationship with the company with a measure of engagement, which typically rises and falls depending on the quality of the overall experience. However, understanding the finer details of employee experience (EX) is much harder and more important, to keep employees connected and focused on business goals.
EX teams that harness interaction-level experience data have a clearer understanding of the everyday experiences that define an employee’s relationship with the organisation. The impact of specific interactions – What’s working? What’s causing friction? – becomes obvious and enables EX improvements to be effectively prioritised. And by using interaction-level experience data, organisations can then demonstrate business value.
Demonstrating the Business Value of EX
Insight222 Research and TI People conducted research in 2021 to understand how EX and people analytics leaders can demonstrate the business value of EX, by focusing on interaction-level experience data. This approach is essential for Chief Human Resources Officers (CHROs) and business executives looking to understand and improve the business impact of EX in their organisation.