Employees today expect to have the same quality digital experience at work as they do as a consumer/customer outside of work. Companies are responding by shifting their focus to address the full employee experience and those that figure out how to make their employees’ experience as wonderful as their customers’ experience will certainly have a competitive advantage.
It’s also about ensuring that in today’s often-fragmented organizations, employees feel connected to their work and their colleagues, understand the organization’s purpose and their place in it and can easily find the information they need for tasks ranging from making benefits choices to furthering their education and development. They are looking for that true omnichannel experience.
Employee experience platforms allow HR leaders to build employee journeys, develop apps, create and monitor workflows, and add chatbots and other forms of conversational interfaces to the mix. They can be used to facilitate communication of major events, such as a transformation the organization is undergoing or M&A activity with broad reaching impact. It can also be used to help employees address, with self-serve capability, major life events, such as getting married or going on a leave of absence.
For example, ServiceNow, is an HR service delivery portal that can be integrated with Workday.
While Workday is the system of record for transactions, ServiceNow is the system of action for services. It is used for on-boarding, self-directed benefits open enrollment, LOA’s, payroll changes and offers search capability for HR questions through a portal. The two highly renowned platforms are integrated through synchronization of employee profile information in the HR application with your organization’s current Workday solution.
A positive employee experience is more than just a nice to have. It is directly correlated to better customer service, improved sales, and top-line revenue growth and reduced costs. It’s much more than, say, just providing a good experience via a smooth payroll transaction.
An exceptional employee experience requires things like showcasing employee opportunities for growth, encouraging them to make important decisions, take prudent risks and innovate and demonstrate that they are a part of a winning team!
These platforms can be used to create and deliver “rich content,” including images and videos, that are branded to the company. For example, the platform can deliver personalized push notifications to employees based on their roles. Cleaning staff, for example, will see regular reminders of how their job helps prevent the spread of bacteria and viruses during flu season.
Changing behavior takes time—it’s about messaging, measuring and iterating and having the technology platform that makes it possible.