It’s an exciting time to be in HR. Technology’s exponential advancement continues to test the limits of what’s possible, we have greater control over the employee experience, workforces are more innovative and strategic than ever, and many leading executives are pledging to put their employees before profits.
Meanwhile, this emphasis on people is resonating throughout all businesses. Two years ago, Gartner predicted that customer experience would exceed price and product as the key differentiator in their industries by 2019. Earlier this year, Kelton Global released research that found that a staggering 85% of HR decision makers regretted their HCM purchase—and poor service was their primary source of dissatisfaction. We live in a service-oriented world, and today’s customers demand better, faster, more personalized experiences.
Today’s employees feel the same way.
Employee Experience and Employee Engagement
Gallup began tracking employee engagement back in early 2000, and employers have been hyper-focused on improving this metric ever since. Dozens, if not hundreds, of studies published over the years have tied better employee engagement to better retention, productivity, and even stock prices. Yet, despite substantial investment, the national percentage of engaged employees has remained relatively stagnant for the past 20 years.
It turns out, the secret to truly moving the needle is focusing on the relationship between employee experience and employee engagement. The employee experience describes every aspect of someone’s experience at work—their physical work environment, the technology they use, their workplace relationships, and every HR touchpoint from recruiting to retirement. The employee experience directly influences employee engagement; they are intimately linked. But while we are limited to simply measuring employee engagement, we can actively and strategically design employee experience. Focusing on improving the employee experience is a proactive, rather than reactive process. We can develop strategic initiatives that make a meaningful impact on our employees’ lives (and, simultaneously, business success).
The Digital Employee Experience
For many organizations, digital employee experience initiatives are the best place to start. Nearly half of all U.S. employees work from home at least some of the time, but almost all of them interact with workplace and HCM technology on a regular—if not daily—basis. Digital experiences are rapidly becoming the primary way employees interact with their companies.
Most HR leaders recognize how much of an impact these digital employee experiences can have on employee engagement. In fact, a recent Sierra-Cedar survey found that the user experience was one of three “non-negotiables” that prospective buyers demanded from their HCM solutions, along with personalized relationships and a road map strategy demonstrating commitment to innovation.
Consider all the technology and tools your people interact with as they navigate the lifecycle at your organization. Designing for the digital employee experience means making it as easy to find HR documents as it is to Google restaurant reviews.
HR Service Delivery
HR service delivery describes HR’s crucial role in assisting employees with questions, requests, and processes. It’s a comprehensive term describing HR’s widespread service responsibilities. Whether an employee wants information about paternity leave or needs to file for relocation, HR is responsible for making requests happen as seamlessly and efficiently as possible. But as teams and organizations grow, accomplishing these tasks can quickly become cumbersome, time-consuming, and inefficient, especially when they’re managed through email.
HR service delivery technology, inspired by design thinking for the digital employee experience, is an innovative solution to reduce administrative clutter, provide self-service and role-based access to relevant information, and offer employee case and file management. HR is empowered to provide more personalized and responsive support, and employees can easily solve their own inquiries or have requests automatically routed to the appropriate team member.
The result is solutions that streamline workflows, boost productivity, and expand HR’s impact throughout the entire organization. Tracking, managing, and fulfilling employee requests is intuitive and process-based. Workflows and processes are seamlessly automated. HR leaders can effortlessly monitor crucial KPIs such as average response time and employee satisfaction rates. And HR professionals are freed from tedious administrative tasks to focus on strategic and relationship-building initiatives.
Today’s employees expect—and deserve—the same consumer-grade experiences at work that they enjoy at home. By treating our employees like our best customers and investing in their experiences, we foster the kind of loyalty, passion, and productivity that sets best workplaces apart.
Intrigued? This product tour will teach you exactly how HR Service Delivery solutions can create a more efficient and enjoyable experience for all your people.