Over the past few years, the corporate world has seen an emergence of Employee Experience management, with managers and leaders increasing their focus on the success of their employees.
Whilst traditional Human Resources management had been largely focused on building and maintaining company policies and procedures, it’s clear that the Future of Work will build on the paradigm shift in recent years.
The purpose of this transition has been to attract and retain employees that are proving the differential for businesses in the new knowledge economy.
Gone are the days when a focus on customer satisfaction at the front-end was enough.
How is the World Changing?
Several strong themes have emerged in the workplace that have brought a new focus on the employee experience. In ‘The Future of Work’, Jacob Morgan uses the following thematic:
The impact of these changes has been rapid, and the pace of change is only accelerating. So how can HR teams best position themselves?
Traditional HR rarely extends beyond expenses policy, training, and timesheets, so what about all the other areas that make up employee experience?
That’s exactly why several companies have made brand new departments.
The hosting giant has done away with its HR department and created a dedicated team to “drive the company’s health and happiness”.
The new Employee Experience department brings workplace culture more to the fore alongside traditional functions like recruitment and talent and covers a far wider range of activities and responsibilities than its HR predecessor.
From food to internal communications via innovations in the workplace environment, Airbnb is aiming to enhance the global sense of community on which it’s founded by extending that to within its own premises.
One change is the massive increase in flexibility in work spaces – offices and cubicles have been joined by ‘open’ tables and spaces to promote the collaborative work culture desired by 88% of Millennials.
The PDF software firm announced that it “turned old-school HR on its head and instead created Employee Experience (EX)” in 2014. Its new global function focuses on 3 Fs: The Fundamentals, The Fringe and The Fun.
This allows it to simultaneously ensure fundamental needs like compensation, leave, healthcare and a strong vision are in place, as well as the fringe aspects such as continuous learning and volunteering while adding scope for fun with office bars, trivia and movie nights.
Adobe established a team called Customer and Employee Experience that “combines our customer experience organization – the people who are on the front lines of helping our customers utilize our products – with our human resources”.
It works on the basis that all people want the same 3 fundamentals:
- To be treated with respect;
- To find the information they need; and
- To feel invested in a long-term relationship with the company as an employer or a brand.
Adobe is an interesting exception to the rule that customer satisfaction is the established focus and employee happiness is lagging.
Instead, it’s always strived to be a great place to work and, as they originally sold their products through partners, it’s the customer service side of the business that is now being brought up to scratch.
What Can We Learn?
Obviously, improving employee experience should be a key aim for any business, and these changes provide an interesting new approach to the problem.
If you’re considering changes in your organization, be sure to listen to your employees about what they want, work to align attitudes within the business, and communicate the changes as early as possible.
Employee Onboarding is the foundation of employee experience success. Download the The Essential Guide To Employee Onboarding Success or sign up for a demo of Sapling to learn more.