What is Employee Experience Management?
Employee Experience Management is the deliberate influencing of each touchpoint an employee has with an organization from recruit to onboarding and exiting that organization. IT and HR have a critical role in adopting strategies that help their employees perform their best.
In order to build effective teams and retain top talent, organizations have been focused on designing a positive employee experience similar to how they have focused on positive experiences for their clients.
The employee experience is defined by multiple factors throughout the day and workweek. For example, an employee may have an engaging and valuable performance review with their supervisor, which improves their overall job satisfaction and leads to a positive employee experience. However, they may have difficulty connecting their new cellphone to the company’s email servers. Occurrences like these produce negative experiences that lead to frustration and job dissatisfaction.
Organizations are examining their comprehensive employee experience and constructing systems to encourage positive encounters, prevent negative employee perception, and ensure employee engagement and satisfaction.
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How Employee Experience Management Works?
Employee experience management recognizes the critical importance of a company's employees when conveying brand value promises to external customers.
Effective employee experience management encompasses a much higher scope than conventional human resource management - it empowers employees' experiences with more exceptional professional and personal development.
As well, employee experience management captivates and motivates employees by engaging their loyalty to the organizational brand through both cognitive and emotional immersion.
Why is Employee Experience Management Critical for Organizations?
There are several compelling reasons why employee experience management is critical for organizations. It is becoming increasingly difficult for organizations to attract and retain top talent. Therefore, the right employee experience has long-term benefits for an organization.
The employee experience begins long before a new hire joins an organization. Many job search websites include reviews and ratings left by former staff members. Negative reviews, the results of a poor employee experience, can deter top talent from applying to an organization.
Active employee engagement positively impacts business through:
- Improved performance - engagement at the business unit-level increases future customer experience indicators, financial outcomes, and productivity.
- Reduced attrition - employees engaged with their organizations are 87% less likely to depart, thus reducing costs of recruiting, training, and apprenticing new staff.
- Improved revenue - organizations with highly engaged employees increased revenues 2.5 times more than organizations with minimally involved staff.
- Improved customer experiences - most (70%) engaged employees believe they know how to effectively fulfill customer needs compared to 17% of minimally involved staff who claim the same.
Unfortunately, there is no one-size-fits-all approach to employee experience management. Each organization must define its own goals and find solutions that fit their company culture.
What Does an Employee Experience Manager Do?
Employee experience managers excel at building and sustaining a positive and fruitful work atmosphere. They strive to create an organization that beckons and keeps capable employees by addressing matters beyond compensation packages, perks, and benefits.
Employee experience managers connect management with the rank-and-file, effectually advising on the significance of employee feedback and their proposals for organizational optimizations.
Specific duties include onboarding new employees, developing and applying rewards plans that acknowledge employee performance accomplishments—even overseeing everyday operations. The employee experience manager must keep abreast of everything that empowers a positive employee experience.
What is the Digital Employee Experience?
An organization’s use of digital transformation can enhance employee onboarding. While digital transformation is, of course, vital to upgrading a company's products, services, or processes (such as data management and security, and business mobility), it's also crucial to inspiring enthusiasm and bolstering loyalty with employees.
By connecting new employees' mobile devices to company resources, they immediately join the organization's team through networking with colleagues and viewing video greetings from management.
In 2019, VMware surveyed 6,400 employees, human resources, and IT decision-makers. As a result of the survey, it was discovered that:
- Digital employee experience is directly linked to an organization’s competitive position, growth, and employee sentiment. There is a strong correlation between the employee’s digital experience and the annual growth level of an organization.
- Positive employee experience makes an employee more likely to recommend their company if they have a great digital experience. This experience includes finding the right apps, having the right apps, and being able to work anywhere easily.
- While most IT departments believe they are delivering the tools to employees to perform their jobs, less than half of HR and workers feel they do not have the right digital tools. IT could do more to improve the employee experience.
- Both HR and IT teams understand that digital employee experiences are becoming a top priority within organizations, but they find that there is a lack of funding, time, and understanding needed to meet employees’ needs.
- Employees want to be included in digital employee experience decisions. The employees’ top priorities include remote work, finding and installing apps, and improved onboarding efficiency.
All employees can take advantage of digital workspaces, an efficient and cost-effective way to deliver end-user services, including data and apps across any device. A digital workspace requires:
- Placing employees' experiences foremost
- 24/7 applications delivery, anywhere
- Cloud-based device management
- User experience and data security management
- Automation and scalability
Crucial to the success of digital workspace solutions is managing employee workflow through a variety of devices and locations. When implemented effectively, digital workspace solutions personalize employees' experiences, increasing their productivity, and improving business outcomes.
How to Improve Employee Experience
Improving the employee experience begins with onboarding and continues throughout the employee’s tenure with an organization.
- Onboarding - Every new employee needs to feel welcomed and engaged from the moment they sign on. Onboarding is a critical stage to set the right tone for the relationship between the employee and the organization.
- Day 1 - Employees want to have access to resources and crucial tasks like enrolling in benefits or setting up enterprise accounts, so they’re ready to start working and ensure no time is wasted.
- Day 2 and Beyond - Nurture the employee experience with continuous engagement and corporate communications.
- Offboarding - Give employees peace of mind and provide a seamless transition as they move on from their role. Turning over sensitive materials and removing privileged access will protect both the company and the employee.
Additionally, employees want to be allowed to choose how and where they get their jobs done. This could be a flexible work-from-home policy or allowing an employee to bring their own devices. As a result, it is up to the organization to enable seamless and secure access to company resources
Each member of the team affects and has the responsibility to impact employee experience. Frequent experience surveys aid an organization in defining, measuring, and reaching goals. Anonymous surveys are the ideal method for collecting employees’ sentiments since it encourages honest feedback from the employee.
Exit interviews are an excellent time to query an employee’s attitudes and thoughts towards their time employed at the organization. Employees leaving the company will be more inclined to be honest since there’s little possibility of repercussion.
Sharing the results of employee feedback with all employees and across departments encourages an open dialogue. Any changes made to an organization’s policy, workflow, or resources should be discussed in light of feedback surveys. In that respect, team members feel as though the surveys were a valuable use of their time and that they contributed to their own positive experiences.
Employee Experience Management Software
The benefits of employee experience management software are intuitive.
- Improves employee engagement, which in turn bolsters productivity and aligns staff with organizational goals.
- By improving employee engagement, organizations have less turnover, saving on recruiting, training, and apprenticing costs.
- Engaged employees improve external customer experiences.
- Helps monitor employee engagement with "voice of the employee" (VOE) analytics.
A popular choice among IT administrators for employee experience management software is VMware's Workspace ONE®. It provides Unified Endpoint Management using components that enterprise-level organizations have relied on for years.
This digital workspace platform delivers and manages any app across any device with unprecedented security and control. Once an end-user accesses the platform, they can self-serve choose virtually any app—mobile, Windows, cloud, web—from a catalog without IT intervention.
Workspace ONE® eliminates help-desk requests for services and applications and transforms employee onboarding. The use of one-touch sign-on utilizes certificates to relieve end-users from providing lengthy credentials or a universal password whenever they access an app. And it works on both BYOD and corporate-owned devices.
Workspace ONE® protects your organization's sensitive data by combining device and identity management based on authentication robusticity, location, network, and device compliance. Admins choose inputs to craft organization-specific policies for various levels of end-user access.
Not only can unmanaged devices be easily locked out, but the platform also ensures compliance with end-user workflow endpoints. Admins also receive real-time visibility to monitor device, application, and console events with the option to pre-define log report or view them in the console.
Other security benefits include:
- Safeguarding against jailbroken or rooted devices
- white- or black-listing apps
- restricting cut-copy-paste
- restricting open-in apps