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Priya-Dec-2019-Forrester-iStock

Building the employee experience goes beyond just HR leaders

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These days, many HR leaders and employers are seeking new ways to attract and retain talent – flexible mobility policies, professional development, and more.

These are done in hopes of enhancing the employee experience (EX), which in turn aim to improve customer experience (CX) ratings, address talent shortages, and overcome the threat of automation.

That said, many employers in Asia Pacific are still struggling to truly improve their firm’s EX, a new Forrester report has found.

In particular, it revealed the following, summarised below:

Interest in EX is high, but maturity is low

Given that companies are building on EX to address the above-mentioned issues, EX maturity in the Asia Pacific region remains low. In fact, it was found that not many firms create employee personas or map their employees’ journeys, which forms the basis of experience design.

Companies are not focusing on the employee’s daily journey

According to the report, most companies place emphasis on the employee lifecycle, from the onboarding process to the retirement stage.

On the other hand, very few currently focus on factors that do have a significant impact on EX – such as understanding their employees’ daily journeys at the firm, or how to improve their productivity. More importantly, only a few do take into consideration the influence technology has on the entire experience.

In line with this, what is one thing HR can do to improve on their firm’s EX?

Take a holistic, multi-partner approach

With employees working with different stakeholders and encountering different touch points in their daily life at work, it takes more than just the HR team to manage their experience.

Instead, HR must work closely with the technology, operations, and CX teams to build up a more cohesive employee experience.


Photo / iStock 

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