How employee experience has evolved

The term employee experience (EX) is a relatively new one. Coined on the back of the popularity of journey mapping and the ‘customer experience’, the EX field has expanded as an organisational shift has occurred. Over the last decade or so, there has been a dramatic change in the balance of power between employees and employers.  Whereas once employees were grateful for a job and a paycheque, recruitment and retention strategies now need to be more holistic, strategic and always-on. The war for talent continues to intensify, and successful organisations must showcase an exceptional employee experience to attract and keep employees. 

Not only has the focus sharpened on employee experience, but the way it has to be designed has become more complex. The gig economy, a multi-generational workforce and the rise in remote working have coalesced to create the need for an individualised and bespoke formulation of the employee experience. The EX must look very different for the contractor who logs on for a day week compared to the full-time office employee. The same for the near-retirement worker with no mobile (and we promise, these people do exist) compared to the tech-savvy Gen Z intern. 

What employee experience encompasses has also transformed. Where in years past a family sausage sizzle or a once a year Christmas bash were seen as “it”, now companies are looking to digital, wellbeing and inclusive experiences to ensure their employees are healthy, happy and productive all year ‘round. 

Why is employee experience important?

Because it makes employees happy. However, for those looking for the stats and facts to prove ROI for employee experience, here they are:

Research shows companies that invest in employee experience grow 1.5x faster than those that don’t. They produce more than double the revenue and are four times more profitable. 

Highly engaged employees who work in organisations with high levels of employee enablement are 50% more likely to exceed performance expectations. 

Those companies with highly engaged and enabled employees also have turnover rates 54% lower than companies with a low level of engagement and enablement. 

Who is responsible for employee experience?

Traditionally, employee experience has sat within the HR function of a business. And some larger companies now have a dedicated employee experience lead or community role who manages and is responsible for the experience, from end to end.

Day-to-day though, responsibility for employee experience is something that is held across the business. People managers are critical as they are generally the gatekeepers of an employee’s empowerment and overall experience within a company. 

Another key touchpoint of the experience sits with IT. Without the provision of the right tech, the employee experience will be clunky, slow and frustrating. 

And, of course, buy-in from the C-Suite is essential. With so many more tools and technology available to measure experience, satisfaction and engagement, it has become somewhat easier to prove ROI and gain C-Suite support within the last few years. 

Lastly, the employee experience needs to also be driven by the employees. This is why it’s crucial to survey, question or poll your employees to find out what’s currently going on and what areas need to be addressed and improved.


Create a remarkable employee experience from hiring to retiring

Employee experience spans the entire employee lifecycle, starting before a person joins your team.  Let’s explore how to make sure your employees are bestowed with a fantastic experience from start to finish.