The Era Of Employee Experience Is Here

Jairo Fernandez

We live in the age of the abandoned shopping cart—and the newly hired candidate who doesn’t show up shortly after joining the company.

Just as marketers are obsessing about creating an end-to-end customer experience throughout the customer life cycle, business leaders are increasingly focusing on an end-to-end employee experience.

What is employee experience?

Very simply, the employee experience is the cumulative perception of all the moments of truth an employee encounters with facets of the organization—people, culture, technology, and the work environment. It goes beyond employee value propositions or a linear employee life cycle.

Organizations: From black box to Glassdoor

The employee experience begins even before they join your organization, when millennial potential employees are in college. When they request an internship on your Facebook page or search for employee reviews and salaries on Glassdoor before applying for a position, their perception is being shaped by how you engage, even before you interview them.

Why does employee experience matter now?

Talent wars

While the concept has been around for some years, it’s becoming central to organizations seeking transformational talent to stay ahead of competition. Millennial talent now look for options like startups or flexi-working; they no longer accept employer brands without question as earlier generations did.

Demanding and overwhelmed employees

For today’s employees, the lines between work and personal life have blurred, and they apply the same standards to both. They expect the work experience to be as smooth and rewarding as their consumer experience at Amazon or Airbnb.

A Deloitte study also shows that employees are overwhelmed by workplace complexity, and two-thirds of companies believe that this is a barrier to more productivity and business success.

Employee engagement drives customer experience

Not surprisingly, Gallup has found that a staggering 87% of employees worldwide are not engaged. At the same time, companies with highly engaged workforces outperform their peers by 147% in earnings per share.

Similarly, a 2016 Temkin Group study showed that companies that excel at customer experience have 1.5 times more engaged employees than the laggards.

Digital HR can help deliver the new employee experience

As HR reinvents itself for the digital age, the stage is set for driving better employee experience. The democratization of talent management by enabling employees to own their HR processes, and continuous managerial feedback —at SAP we call it SAP Talk—instead of one annual review are just two of the ways this is happening.

A powerful tool like SuccessFactors can help build a customisable and flexible framework that addresses employee needs across different levels and regions.

When this is backed by enlightened leaders who put employees at the core and create a workplace experience that is centered around them, employees can unleash their full potential and help you win.

Are you ready to drive employee experience in 2017?

For more hiring and retention strategies that focus on today’s rising talent, see Millennials: How To Engage Them In The Enterprise.


Jairo Fernandez

About Jairo Fernandez

Jairo Fernandez is the Senior VP of Human Resources at SAP. He is responsible for the entire Human Resources function for the Asia Pacific Region with strong focus on development of sustainable leadership to support the accelerated growth of the company in region.