Employee Experience Optimization Drives Better Business Outcomes

March 2020 •
6 pages •
Report ID: 5873627 •
Format: PDF

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This IDC Perspective offers HR, IT, and other key senior executives (CFO, analytics, chief experience officer, and others) insights on the imperative for the implementation of a digital employee experience (EX) program and the business mandate for EX optimization. Digital customer experience becomes employee experience when those people go to work, expecting seamless communication and collaboration that crosses silos to get work done faster and better. The use of team collaboration applications with a highly integrated IT and marketing stack, paired with a culture of collaboration, creates the foundation for collaboration -- and a good employee experience -- that enables a variety of valuable efficiencies around both deliverables and the ability to attract and retain talent.Employee experience programs can derive key insights throughout the employee life cycle by identifying problems and fixing them to drive business value. EX tools and KPIs can be used to develop action plans for the organization so that senior leadership can see the impact of EX on overall business outcomes."In today's customer- and digitally driven landscape, HR, IT, and other key senior leaders must understand that employee expectations have evolved; the workforce should be thought of as internal 'customers' with customer expectations. Leading organizations will turn the lens inward to optimize digital employee experience programs by gaining key employee insights and using KPIs to identify problems and validate investments to senior management to gain competitive advantage," says Laura Becker, research manager, Employee Experience research.

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