It’s All About The Employee Experience – Isn’t It Obvious?

Naomi Benjamin

Did you know that companies that deliver great employee experiences deliver better business results? They realize higher employee productivity, lower turnover, and higher customer satisfaction.

That innately makes sense, right? You don’t have to work in HR to understand the importance of employee experience and how it drives people’s attitudes and behavior within the workplace. Just think about your experiences as an employee, at any stage of your career, when you:

  • Went above and beyond because you wanted to, knowing or hoping that you would be adequately recognized or rewarded
  • Decided to persist with a role despite what you perceived to be sub-optimal conditions
  • Or chose to leave for greener pastures when you felt you weren’t adequately recognized or rewarded

These are just a few examples.

When I reflect on my career, there have been times when I would have stuck around if someone proactively addressed my concerns or they were managed in a manner that met my expectations when I made them known.

Also, it’s not rocket science to realize that employee experience impacts customer experience.

So, now imagine if you are an employer or in HR and responsible for shaping the experience of your people, but you don’t have a way to track the overall employee experience and show how it connects directly to business performance.

Reports show there is an experience gap between employees’ true views and HR’s far more positive perception of employee engagement, benefits, and recommendation of the company as a great place to work.

To uncover this gap, you need both operational data (O-data) and experience data (X-data.) Operational data is very powerful, and it tells organizations WHAT is happening internally. It includes rich transactional HR data, such as which employees are leaving the organization – by department, role, geography, gender, etc.; how many candidates accept offers; what percentage of training is completed; how fast it takes new hires to get to full productivity; and more. X-data, on the other hand, is fundamentally different than O-data. X-data is the human factor data – such as the beliefs, emotions, and intentions that influence employees leaving the organization, candidates accepting or rejecting an offer, the effectiveness of new hire training and development, the time to productivity, and more. X-data tells you WHY things are happening and what to do about it.

Truly understanding the employee experience requires integrating the what with the whyThis is more than just the “Annual People Survey” or “Pulse Check,” but rather collecting feedback and insights from employees at key touchpoints during the employment lifecycle to understand which behaviors are trending across your organization and the sentiment behind them.

Learn more about how SAP SuccessFactors Employee Experience solutions can help you deliver better business results and really put people at the heart of your business.


Naomi Benjamin

About Naomi Benjamin

Naomi has over 20 years HR domain experience across multiple industries and countries. As a Human Resources Technology Advisor at SAP, Naomi works with both the I.T and HR functions of organisations across the Asia Pacific region to understand how the implementation of Technology can support HR practices and deliver tangible business outcomes and measurable business benefits. Based in Melbourne, Naomi’s focus also includes how Cloud solutions can deliver business value through integrations, extensibility, compliance and security.