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What is Employee Experience Management?

Cristina Daroca December 22, 2020

In many ways, employees are the heart and soul of your organization. Without them it would be impossible to achieve your goals, increase revenue, and develop stronger customer relationships.

One practice that has emerged in recent years to increase workforce engagement is Employee Experience Management (EEM). This concept considers the entire experience that an employee has with a company, from interviewing through departure. The main driver for this idea is the fact that greater employee engagement leads to better retention and ultimately to improved customer experience (CX).

By developing a system of tools and processes that benefit your employees, you’ll drive stronger performance among your entire workforce. Combining EEM practices with a strong corporate culture can create a supportive and engaging work environment. Let’s discuss employee experience management in more detail and how it can make a difference for your team.

What Employee Experience Management Means

The term employee experience refers to all the interactions that an employee has with a company during their employment. This can include discussions with bosses, coworkers, and customers, physical aspects such as workspaces and tools, and other factors that relate to the work environment and corporate culture.

Employee experience management seeks to understand the effects of these interactions on employees’ behaviors and attitude and inform the development of programs, benefits, and other workplace initiatives that cultivate a better, more positive experience for employees. The practice of EEM treats employees as internal customers with the ultimate goal of finding new ways to improve engagement.

Understanding the Employee Experience Lifecycle

One of the most significant benefits of employee experience management lies in the ability to look at the entire lifecycle of a worker’s employment. To understand how EEM can benefit an organization, it’s important to first familiarize ourselves with these basic components:

  • Hiring. An employee’s first impression of a company usually comes from the job application and interview process. During their time as a potential candidate, an employee learns about the company culture, benefits, and expectations for a particular role. As the employer, it is also critical to ensure that an efficient and timely onboarding process is in place after hiring.
  • Experience. Perhaps the most critical component of managing the employee experience journey is seeking regular feedback from your staff. This is usually done through a combination of surveys, individual discussions, and formal meetings with small groups. Understanding how employees are feeling about their role and the direction of the company is especially important in today’s remote work environment. Additional data can be gained through digital experience monitoring solutions, which offer insights into engagement with IT solutions and technology issues that could be impacting performance and productivity. One powerful way to build trust with employees is to report out on any major improvements made in response to feedback.
  • Performance. Performance management has long been a crucial component of employee development. Many workers are interested in a process that is transparent and focuses on measurable results. Incorporating tools such as 360-degree feedback can help your staff learn more about their behaviors and how they affect communication among the team.
  • Recognition. When employees achieve their goals and reach beyond what is expected of them, they certainly deserve some recognition. A formal recognition program can have a significant impact on the employee experience. It doesn’t have to be overly complicated, but it should help to establish clear expectations and give your workforce something to look forward to.
  • Engagement. As mentioned, employee engagement is the true goal of any EEM undertaking. Thinking through how you measure engagement and where you may be lacking can often lead to real breakthroughs. An employee’s engagement and level of commitment will likely change over time but usually develops slowly. By being attentive to changes in an employee’s behavior, it’s often possible to learn from their experiences and provide better opportunities for growth.

Employee Experience Management Capabilities

When developing and implementing an EEM platform, look beyond traditional HR practices and consider personal and professional development best practices. Your employees can be some of your most vocal brand advocates if they are able to embody your corporate values and provide value to customers.

Here are a few of the most important capabilities of an EEM program:

  • Survey Capability: Having access to tools for delivering, collecting, and analyzing employee engagement surveys.
  • Third-Party Integration: Connecting your EEM platform to other software to streamline your employee, customer, and enterprise activities.
  • Metrics and Benchmarking: Collecting employee data to develop new insights and improvement plans using reports and tools such as data visualization.
  • Workflow Management: Developing clear roles among your team members with defined workflows for customer and employee deliverables.
  • Customer Experience Data: Sharing best practices between CX and employee experience teams can lead to greater satisfaction for everyone involved.

Employee engagement comes from building trust and helping your staff do their best work. Using employee experience management as a framework for your employee development activities is an efficient way to increase engagement. Creating an effective employee engagement strategy requires a company to treat employees as customers and prioritize their needs and experiences.

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