Gartner has coined the term total experience, which combines UX, CX, EX, and MX. Miranda Glover, UNRVLD CMO discusses the inclusion of employee experience in that model; if employees can’t use, don’t understand, or buy into the approach, systems fail.
The notion that culture and values of a business are often reflected in the (total) experience created for its customers and its employees is key to this evolving debate. The investment in customer experience has long been a key driver for business performance and has a clear ROI driving customer loyalty and efficient sales. Given the continued battle for exceptional talent in the workplace, ensuring that our EX is optimal is now an imperative for us all.
- Care for employees, whether that be work life balance / a positive working environment or respect for the mental and physical health needs of our workforce
- Showing awareness of what’s important to those employees – ethical and sustainable practices, CSR, inclusivity and diversity
- Supporting their aspirations for career development and to be responsive to those needs, despite the more complicated remote / hybrid work model
- Technology can play a vital role in optimising our business and EX in all of these areas and much like we analyse the overall CX in great details, seeking incremental gains there, we must do the same to the employee experience, to remain competitive, attractive and to out perform the competitors. Also, as in CX practices – the customer must be involved in shaping the experience and should feel that the experience is optimised and contextual to them
At UNRVLD, when working with our clients, the concept of Employee Experience goes a step further. It includes helping their internal teams to adopt an agile, innovation-led culture; to guide them in developing working practices that reflect the modern technologies and processes they use to help them to deliver exceptional customer experiences leading to better business outcomes.
In addition, the culture fostered in the workplace by boomers is extremely different to the culture that Gen Z are expecting and wanting to work within. With a continuous talent shortage, Gen Z have hardly experienced trouble in finding work, and 75% of them expect to have a job immediately after leaving school. In the US alone, 12M jobs are expected to be created by 2030,with only 9M new entries into the workforce.
With this pool of employers and roles available, Gen Z are much more inclined to choose a job based on benefits, pay, social responsibility programmes, diversity and essentially whatever aligns with their opinions and personality best. The EX our clients deliver needs to keep these new expectations front of mind if they are to attract and retain the workers of the future.
UNRVLD has helped Leeds Beckett University to put both the needs of the students and the workforce that supports them at the heart of a digital strategy that thinks of them all as centrally relevant and important to the customer experience that their award winning website and apps portray