When most people hear the words “digital experience”, they think of the mission critical, growth driving, customer experience. While customer experience is rightfully a priority of leading organizations, companies mustn’t forget their people, working diligently on the front line or behind the scenes to ensure their customers get the personalized experience they expect each and every time. The employee experience is something that must be thought about in parallel with customer experience – not pushed aside while your organization seeks higher NPS or CSAT scores. If you’re already exploring digital transformation initiatives to enhance your customer experience, you’ll find that many of your efforts and technology decisions can improve your employee experience as well. Happier customers and a more proficient workforce? Yes please!
Here’s a great example of what the employee experience looks like, and some key ways to improve it. This particular cycle is made up of seven phases: attraction, recruitment, onboarding, development, evaluation, retention, and separation.
The best part is that digital transformation can enhance each of these phases. For simplicity, we’ve bucketed the phases into three main parts of the employee experience cycle: enticing talent, keeping talent and losing talent. And we’d like to share some key things to consider when evaluating the tech stack you have, or will soon be implementing, to improve the cycle of your employee experience and drive proficiency across your organization.
Attraction + Recruitment + Onboarding
When it comes to attracting and recruiting top talent, your organization needs to walk the talk when it comes to having an innovative and collaborative culture. This means empowering employees with the information and technology they need to do their jobs and do it well. AI-powered search and recommendations are the surest ways to put the information they need at their fingertips, and chances are, they’ve already seen AI in action when they were doing initial research on your organization’s website as a potential employer. Once you’ve proven you take their success as seriously as they do, it’s time to catch them up to speed in the onboarding process.
“This critical stage allows new hires to adjust to the different aspects of their new job. Here, they learn the knowledge, skills, attitudes, and behaviors required to perform effectively. When new hires are welcomed into the team and prepared as soon as possible, the faster they can also contribute to the organization.”
As described by Manila Recruiting above, your onboarding process, regardless of the position, sets the stage for the following months and years to come for a new hire. It’s in your best interest to ensure your newcomers start on the right foot, and that means giving them access to the knowledge, assets and people in your organization that will enable them to be proficient in their roles.
You’re likely familiar with the ins and outs of your systems and workflows by now, but put yourself in the shoes of a new employee trying to find and make sense of all the information your company holds, only to be found by digging through disparate systems. If you have multiple onboarding documents that exist in Google Docs, some found on your internal wiki page, and an intranet search that returns three documents called “HR Policies_1”, “HR Policies_2”, and “HR_Policies Updated”, it’s time to give your employee experience a facelift. Your new employee is already overwhelmed by their new position, don’t make them perform multiple searches, each using a different “search hack” to find what they need to perform. The last thing they need is to be inundated with irrelevant information, or have to wage search war on multiple systems.
Your organization can ease this pain by unifying all your sources of content, wherever they may live, into a single, easy-to-use search interface. Say goodbye to wasting time on multiple search bars, say hello to a smoother process of information discovery. This is the same AI goodness that helped them with their initial search on your website as a candidate, made accessible directly within their flow of work.
Development + Evaluation + Retention
HR professionals tend to lean on internal employee surveys to help keep a pulse on the needs of your employees. But beyond the regular survey sends, your colleagues are telling you what they need at a surprising rate – all without ever sending an email, Slack message, or booking a meeting. Just as your customer data helps to paint the picture of your customer journey, so too does your employee data, and usage analytics are very telling of the efficiencies and gaps in your employee experience. AI-powered search and recommendations ensure that every single search your employees perform on your organization’s internal systems provides a cue on what they are looking for, what they are finding, and what results are contributing to their success, based on their intent and context in that moment. Even if an internal search results in a dead end, that’s a leading indicator of the content or workflow gaps that exist within your organization.
With these insights, you can take steps to course correct and ensure the most helpful information exists and is accessible. Employee insights also serve as powerful conversation starters and potential benchmarks for evaluations. The lesson here us to always be evaluating and assessing ways to improve your employee experience and strengthen the cycle.
Empowered employees are more engaged and more motivated. They will notice when your organization listens to what they’re saying, either directly or indirectly, and proactively gives them what they need to develop their roles and evolve them. When the processes and technology are in place for your employees to contribute to company goals, effectively collaborate and get feedback, the better they’ll perform and the more likely your organization is to keep them.
Even with the best employee experience; where people, process and technology work happily in unison, losing top talent happens. When it does, the last thing you want is to have their company knowledge leave with them.
Having an effective knowledge management (KM) strategy in place, like KCS®, is a savior in times like these. Proper KM ensures that company knowledge is captured and/or updated and shared in real-time, ensuring that all stakeholders, regardless of department, have access to the most relevant information. So, when an employee does leave your organization, their knowledge remains within reach. This helps their replacement to onboard with ease.
Ultimately, a knowledge sharing culture makes sure that no critical information is lost when you lose one of the good ones. When all of your content is unified, and being served up through AI-powered search and recommendations, the knowledge that does exist is easy to find for those who need it most. Employee experience is cyclical, and similar to how machine learning operates, each employees journey helps the next employee at the start of theirs.
Richard Branson has built Virgin into a global powerhouse by focusing on customer service. If you’ve ever flown Virgin Atlantic, called Virgin Mobile or been to a Virgin music festival, you have felt their dedication to the customer experience. Ironically, Branson credits much of his success and customer satisfaction by putting his customers second. Can you guess who comes first? That’s right, his employees. Branson told Inc, “It should go without saying, if the person who works at your company is 100 percent proud of the brand and you give them the tools to do a good job and they are treated well, they’re going to be happy.” So, are you’re thinking of ways to delight your customers, don’t let your employees fall by the wayside. Better yet, leverage the technology you have, or are about to purchase, to improve the customer and employee experience alike. You’ve got to get your content and your mindset out of silos if you’re going to scale in the digital age.
To learn more about how AI-powered search and recommendations extract insights that will help you to achieve company-wide results, enjoy a complimentary copy of the Gartner Magic Quadrant for Insight Engines and start planning to improve your employee experience today.