The employee experience (EX) is a battleground for competitive advantage. Leading companies are putting key customer experience (CX) insights to work to deliver EX excellence. Three elements guide success.

As with CX, hyper-personalization is the hallmark of any successful EX strategy. However, workforces are today more complex than ever. They not only include full- and part-time employees, contractors and freelancers (reaching across multiple generations and geographical locations), advanced technologies like artificial intelligence (AI) are the newest co-workers. This makes delivering targeted employee experiences challenging.

We cannot assume that every generation or type of worker wants the same experience; the EX must tackle the differences. There is one common denominator it must address, however: providing every employee with the ability to choose how, when and where they work.

This will require that companies do three things.

  • Accept the premise that workers know best the type of experiences that will best boost their engagement and productivity.
  • Delve deeper than demographics alone—using techniques like sophisticated analytics or social listening—to understand individuals’ needs, preferences, attitudes, intentions and motivations.
  • Invest in technologies that bring the desired experiences to life.

Accenture Strategy research shows that many companies are already using or piloting a range of technologies to cost effectively drive personalization at scale.

Title: Technology as an enabler of EX

Source: Accenture Strategy, HR/Employee Experience study, 2017

There is one other CX tool that can help make EX strategies more successful. To deliver superior CX, companies aim to capitalize on customers’ “moments of truth”. In the world of EX, it’s about “moments that matter”.

Join me next week as I explore these moments across three dimensions of EX and look at why human experiences are so highly valued—even among digital natives.

For more insight on this topic, read Accenture’s recent point of view, the Employee Experience Reimagined.

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