Highly mature employee experience (EX) strategies include a mix of people, processes, and technology.
Heading into the launch of Metrigy’s second-annual research study on how companies manage employee experience and engagement, I’ve been thinking a lot lately about defining characteristics of a mature employee experience strategy. This would need to entail people, processes, and technology, of course, but what specifically?
Here are the five primary characteristics of highly mature employee experience strategies.
C-level Leadership
The employee experience directive must come from the top level of the organization. Ideally, the CEO has made employee experience optimization integral to the company’s mission—and they’ll want to measure success and see a return on their associated technology investments. Additionally, a company with a highly mature employee experience strategy will have an employee experience officer—by role and responsibility if not by exact title—to guide and innovate on employee experience.
All-inclusive
Companies with mature employee experience strategies provide all employees, including frontline workers, with access to their employee experience apps so they stay current on company news and feel engaged with the company and colleagues. This can be challenging, given that many frontline workers don’t have desks or corporate email.
Leading companies don’t merely duplicate what they provide to knowledge workers. Rather, they assess the particular needs of the frontline workers and deliver to those requirements. If encouraging rewards and recognition is a priority to stave off attrition, for example, a leading company will understand that frontline workers need to have a mobile app for that, since they’re typically deskless and have no corporate email, either.
Platform-centricity
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