Delivering differentiated and satisfying customer experiences (CX) can lead to a boost in loyalty, market share and revenues. Imagine what a similar focus on the employee experience (EX) could mean for the business.
Leading companies are already recognizing that EX is the new battleground for competitive advantage. The next step is to apply what they know about CX to build superior EX that drives engagement, retention and productivity.
Research from Accenture indicates that 51% of business leaders are planning to introduce more individualised employee experiences - akin to consumer experiences.
At TMP we've been developing models for persona development which enable us to deliver much more tailored and nuanced recruitment marketing campaigns.
And, with an estimated 83% of companies using or piloting predictive technologies that anticipate employee needs, this is a trend that's going to grow and grow.
Companies should consider three CX insights: HYPER-PERSONALIZATION GOES TO WORK As with CX, hyper-personalization is the hallmark of any successful EX strategy. Delivering targeted experiences involves segmenting the workforce into clusters that share important characteristics. Through digital technologies, companies can cost effectively drive personalization at scale. MOMENTS MATTER While with CX, companies focus on “Moments of Truth,” with EX it’s about “Moments that Matter.” Critical moments occur on a continual basis across physical, human and digital dimensions. And employees want to have more choices in defining their experiences. THE BEST EXPERIENCES ARE HUMAN In the same way brands can drive consumer loyalty through interactions with people, human interactions are at the heart of workforce engagement and productivity.