Our 2024 EX research shows that organizations often approach the employee journey chronologically. So: starting with recruitment and onboarding to end with learning & development and offboarding. Instead of approaching the entire employee journey only chronologically, it is important to focus on the moments that really matter. These are the moments that have the greatest impact on how employees experience their work and their employer.
These ‘moments that matter’ are only partly entirely on HR’s plate. Because employees experience most of the ‘friction points’ and highlights in the work itself. Think of things like:
contact with customers
experience support and autonomy, allowing you to really make an impact
the interaction within the team and manager
how they are valued and recognized
By focusing more on EX within the primary process, organizations can 2024 Kuwait Telegram Users Library the most meaningful changes that lead to better business results. In this way, we increase the impact and therefore the value of EX interventions.
2. From push to pull
This also means that there is a large
EX role for the business (managers and business unit managers), while the initiatives still largely come from HR. In the development of the CX field we saw something similar. Initially, CX teams worked with a ‘push approach’. They worked out customer journeys and shared the results with the business.
Things really started to move when business units started asking
CX teams for help in BM Leads their customer experience. Research into the organization of CX in the Netherlands (Altuïtion, 2024) showed that this ‘pull approach’ takes place in organizations with a higher maturity in CX.
Also read: This is how HR professionals experience the employee experience [research]
Therefore, take up EX initiatives together with the business as much as possible. Let Recently Updated Bulk SMS Indonesia unit managers see what results can be achieved (both in employee engagement and customer experience), so that they want more of it on their own initiative (pull).
Excellent employee experience
3. Organize support from management
The biggest factor in moving from a push to a pull approach in CX turned out to be governance. How are responsibilities organized? As soon as a KPI was introduced on customer experience, CX departments were overburdened and the results of CX initiatives started to add up. In recent research into the organization of EX (Altuïtion, 2024) we also see that the EX maturity of organizations grows as soon as a mandate comes from the top of the organization.
Just as CX is often a strategic priority for the board, so should E
This means that HR leaders need to emphasize the importance of EX and ensure that the board commits to improving EX and puts the right governance in place. This can be achieved by demonstrating the impact of positive EX on business results, such as lower employee turnover, higher productivity, and higher customer satisfaction.
