Employee experience is a crucial focus for modern businesses. An employee’s experience begins from the day they’re hired and ends when they leave. Throughout their tenure, it happens in the moments between - how they experience work, interact with colleagues and collaborate with the team.
To reach a better employee experience one must focus on improving the organisational structure for the workplace.
Trends in IT service management (ITSM) such as access to real-time data and the ability to self-serve are improving employee experience across many industries, so jump on these before you’re left behind. Before that, it's important to understand what employee experience really is. Here’s what you need to know.
- What Is Employee Experience?
- Designing Better Employee Experience
- Improving Employee Experience Through ITSM
What Is Employee Experience?
In the past, employers put more weight on the needs of the customer before improving the needs of their employees. Now, it’s a healthy mix between providing for both. After all, a business’ most important asset is its people who in the end keep the customer happy.
As employees,we want our work to be meaningful. Employee experience is at the heart of this, spanning staff relations, system interfaces, tools and tech, the choices of management, to the opportunities available.
However, to truly improve your employee experience, those who keep businesses running should be able to focus their talents on higher-value tasks; not repetitive, manual and time-consuming ones. So why is this important?
Why Is Good Employee Experience Important?
According to a Deloitte report, 80% of company executives rate employee experience as either important or very important, as it drives passion, innovation and loyalty within a role. For example, employee experience influences the following:
- Employee engagement: Associated with turnover and the level of passion for work. Good employee experience creates the potential for better engagement.
- Talent retention: Culture Amp found that almost 10% of new hires were leaving the role within six months of starting. With a new emphasis on employee experience and career advancement, people are redefining their relationship with employers. A good employee experience creates loyalty.
- Growth: According to a 2017 analysis carried out by the futurist, Jacob Morgan, you can achieve four times higher profits on average by having a high employee experience measurement.
These benefits speak for themselves, so how do you improve your employee experience?
Designing Better Employee Experience
Ideas such as improving employee experience can regularly get pushed to the back of the to-do list as a “could be nice to do, but not urgent” task. However, the shift towards better employee experience isn’t as complex as many may think. All workplaces can accommodate new or improved ways of working.
Any improvement first needs priorities. Determining priorities helps to create a framework for strategic decision-making. What specific KPI are you looking to enhance? Lower operational costs, for example?
We’re often asked about KPIs that can be enhanced. For example, companies looking to increase productivity need to analyse the finer details, such as IT service desk ticket generation.
Increased service desk tickets mean you have an issue with a certain workflow or technology, negatively impacting productivity. Therefore, a key metric for increasing productivity is the reduction of IT service desk tickets - a problem easily solved through improved IT service management.
So what else can you do to design a better employee experience?
Leverage Your Data
Your business already has the relevant data it needs to improve. It’s time to use it. By looking into your data, you’re given a wide view of the organisation and can then choose to focus on any lacking areas, like gain a comprehensive understanding of your employee experience lifecycle and your internal processes.
You can leverage your data by automating key processes, especially the ones that are a common cause for concern. Automation allows for the processing of large quantities of data, meaning any issues aren’t missed (or caused) by human error.
Sometimes you can find that departments may be running as smoothly as possible, but are let down by inconsistencies with technology or lack of connectivity - data helps you determine whether it’s a people or a tech problem - and as we’ve seen, it’s usually the latter.
For instance, the data you look into might display the main source of service desk tickets or depict the time it takes to solve them. If you analyse the root cause of these, you can hopefully find a solution.
In summation, employee experience is directly influenced by how easy it is to get work done. When you improve your ITSM and internal processes through automation, you’ll see a positive impact on the experience of your employees.
Improving Employee Experience Through ITSM
Employee experience hinges on the ability to get work done with the right tool, such as a cloud-based platform, AI-driven (Artificial Intelligence) enterprise social networks or core IT systems such as email, finance and HR.
Something as simple as automation makes work a lot easier. By automating simple stuff like sign-ins, approvals and form-filling tasks, manual and repetitive jobs are eliminated. This means your team unlocks more time to focus on big picture projects and provides them with more creative control. It’s about empowering employees through the ability to self-direct.
In his talk, The Surprising Truth About What Motivates Us, American Author Dan Pink says it best: ‘When you want engagement, self-direction is better.’ And self-direction is provided by the right technology.
It’s all about finding what Sir Dave Brailsford calls the ‘sum of marginal gains’ - unlocking time by improving a large number of small processes. If you’re interested in experiencing that, explore how automation can help enable your employees to work better in our next blog, ‘Enhancing the Employee Experience Through ITSM and Automation’.
Find Out How ITSM and Automation Can Enhance Employee Experience
Some fear that automation or the onboarding of new tech might be time-consuming, while others anticipate confusion or worry it’s an easy way to replace employees.
In our next blog, discover why automation is often misconstrued and why it’s actually an incredibly useful strategy to realign focus on the more important, business-critical projects that need human passion and creativity to succeed.