Employee experience (EX) is not just a trendy term; it is a crucial factor that significantly influences a company’s success, capable of either propelling it forward or hindering its performance. In fact, companies with satisfied employees outperform those without by 202%.
For optimal business outcomes, every organisation requires good employees who are dedicated and productive. Still, to attain sustained business growth through employee experience, companies must grasp the methods of delivering value to their employees and fostering a positive employee experience.
In order to achieve this goal, it is essential to gain a clear understanding of what employee experience (EX) truly entails.
This blog post aims to demystify employee experience. We will also highlight the potential benefits of cultivating a positive workplace culture and how to derive actionable insights for employee experience through the utilisation of Artiwise.
Understanding the Current Meaning of Employee Experience (EX)
We are in an era where we engage in work for the sake of the experience rather than simply aiming to accumulate it.
This period is often referred to as the Age of Experience, characterised by the societal shift brought about by the Digital Revolution into what is now known as the “Experience Society.”
In everyday conversations, the term ‘experience’ has found its way into various aspects of life, such as vacations, dining out, education, and employment. Rather than saying a restaurant was good, people now describe it as “a good experience.” The focus has shifted from evaluating past events to assessing ongoing processes.
This perspective contrasts with the traditional view where experience was seen as the result of a completed action, such as a meal having a good or bad taste. The Digital Age has unveiled that experience is a dynamic and ongoing process accessible to everyone, not just experts.
In the current landscape, technology provides transparency in the moment, allowing experiences to be lived, recorded, and shared instantly. The person undergoing an experience becomes an active participant, comparing, weighing, and evaluating each moment.
This transformation turns ordinary moments into positive experiences, highlighting individuals as active participants rather than passive subjects. Digital tools empower individuals to be instant experience designers.
The Experience Society extends beyond services to tangible products, which are now presented in a fluid, dynamic, and transparent form, revealing the interactions of all involved actors.
In today’s context, the purpose of work has shifted from gaining experience to working for the experience itself. This distinction marks the fault line between the Industrial Society and the Experience Society.
Employers no longer promise experience as a final output; instead, work for new generations is perceived as an end-to-end experience where they find fulfilment in every moment. Recent studies indicate that new generations prioritise inclusion in the workforce and value “connection with people” over material expectations.
They seek active participation and involvement in shaping the overall work experience. Consequently, listening to employees has become more crucial than ever. It is essential to establish and maintain various listening channels to meet the expectations of the workforce.
Creating a Positive Workplace Culture
A thriving workplace and company culture cultivates trust, communication, collaboration, and employee recognition. It serves as the foundation for employee well-being, work-life balance, and personal and professional growth. Establishing such a culture involves a deliberate and strategic approach:
- Define Your Organisational Values: Clearly articulate the core elements that guide your organisation’s purpose, direction, and culture. Ensure these are communicated consistently to all employees.
- Align Policies, Practices, and Processes: Harmonise your organisation’s systems with its vision, mission, and values. For instance, if innovation is a core value, encourage creativity, experimentation, and risk-taking. Similarly, if diversity is valued, promote inclusion, equity, and belonging.
- Solicit and Act on Employee Feedback: Regularly collect feedback through various channels, such as employee engagement surveys and suggestion boxes. Analyse the feedback, share results, and implement necessary changes to address employee concerns and improve their experience.
- Recognize and Reward Employee Achievements: Acknowledge and reward employees frequently and meaningfully, both monetarily and non-monetarily. This can motivate employees and reinforce behaviours aligned with your organisation’s culture and goals.
Benefits of Improved Employee Experience for Businesses
Focusing on employee experience doesn’t just contribute to employee productivity improvement —it’s a key driver of business growth and success. Prioritising employee experience yields several advantages for your organisation:
- Attract and Retain Top Talent: A positive work environment attracts and retains high-calibre employees.
- Enhance Customer Satisfaction: Happy and engaged employees deliver high-quality products and services, positively impacting customer satisfaction and loyalty.
- Gain a Competitive Edge: Showcase your organisational culture, values, and achievements to stand out in the market.
- Innovate and Adapt: Foster a culture of creativity and adaptability to respond to changing market conditions and customer demands.
- Achieve Higher Profitability: Optimise performance and reduce costs associated with turnover, absenteeism, and errors.
Leveraging Employee Feedback Analysis for Business Growth
It is crystal clear that improving the employee and customer experience altogether is key for today’s organisations to succeed. This not only helps companies to cultivate a positive work environment but also supports employees in providing sustainable customer satisfaction.
It is not possible to ensure customer satisfaction where employee satisfaction is low. At this point, understanding employees well and ensuring their satisfaction becomes a top priority for organisations.
To keep employees informed, motivated, and confident to provide correct, good, and quality service to customers, it is essential to measure their satisfaction through employee feedback analysis.
Platforms like Artiwise help organisations in analysing employee feedback and extracting actionable insights by collecting feedback from various sources, such as employee engagement surveys, emails, and chats.
The Artiwise platform provides valuable insights including:
- Employee Sentiment: It evaluates the overall sentiment of feedback, as well as specific aspects like the work environment, management, compensation, and more.
- Employee Issues: It identifies primary concerns and complaints raised by employees, categorising them based on severity, frequency, and impact.
- Employee Suggestions: It captures employees’ suggestions, ideas, and recommendations, ranking them by relevance, feasibility, and potential value.
By utilising Artiwise as an employee feedback analysis solution, organisations can gain a deeper understanding of employee sentiment, uncover hidden issues, and make data-driven decisions to enhance the employee experience.
Let’s Collaborate to Provide an Improved Experience for Both Customers and Employees
Artiwise goes beyond being a Voice of the Customer (VoC) solution; it analyses customer feedback in real time, evaluates employee performance during interactions, and can function as an employee feedback analysis system.
By providing actionable insights with sentiment and root-cause analysis, Artiwise empowers organisations to give meaningful feedback to employees, highlighting strengths and areas for improvement. It also provides workplace recommendations for action to boost employee involvement.
The platform utilises predictive analytics to forecast future customer trends, allowing businesses to proactively adapt strategies. This not only aids in decision-making but also contributes to the success of employee initiatives.
All these features contribute to improving employee motivation and helping them navigate challenges with confidence. Interested in how Artiwise can empower your employees? Contact us now to learn more.
