Great employee experiences precede great business results. Every organization now has two ‘Experience Engines’ running in parallel – where customer experience is of utmost importance to keep the business ticking, it is the employee experience that ought to be tracked, nurtured and enhanced to drive great customer experiences and let the business thrive on customer experiences.
But what’s emerging as part of the ‘experience revolution’ is the Human experience management. And embracing HXM means putting employees first and treating them as organizations would treat their customers. It is more about transforming employee experiences in a way employees are kept at the core to drive business growth. Now, there’s a layer – Human Experience Management (HXM) – being built over Employee Experience Management. Why move from Employee Experience Management (EXM) to Human Experience Management (HXM)?
Need for Employee experience management
Be it training, recruitment or onboarding, processes were streamlined and automated – enabled by robust Human capital management (HCM) software. But HCM denied organizations access to a key metric – measuring and improving employee experience. There were numbers around ‘what’s the retention rate’, ‘what’s the turnover of high-performers’ and other such employee-related insights. That didn’t offer the fodder for measuring employee experience, which also magnified the need for employee experience management.
In measuring employee experience management, did organizations go beyond the work elements?
From HCM to EXM to HXM
The need to look beyond work elements in nurturing enriching employee experience has triggered the organizational transition from HCM to EXM to HXM.
More than nurturing an employee into making valuable contributions, it is more about making the employee feel valued for his contributions. This in turn has set the precedence in entwining human feelings, desires, preferences and emotions into the workings, performance and results triggered by employees. Human experience management, touted as the future employee experience management paradigm, is about making a winning combination out of human elements and employee work elements.
A junior officer at an establishment is nudged into taking up training for a particular program. It is a recommendation engine that proactively sends the recommendation taking various data points such the officer’s performance, work period, top accomplishments etc. into account.
Here’s the recommendation – Complete this training program to climb higher on the career ladder – Proactive way to facilitate rich employee experience, create a positive vibe in making the employee proud for making valuable contributions to the company as well as meet his aspirations. With the operational and experience data coming together, organizations can understand if employees feel valued and go through enriching employee experiences – use HXM to nurture happy, valued employees.
X-data – Crucial feed for Human experience management
X-data is critical in making HXM possible. X-data captures experience in terms of human beliefs, feelings, emotions and reactions across the employee lifecycle. For instance, a survey that is rolled out after completion of Employee Performance Appraisal helps capture employee views, opinions and impressions about the salient features of the process, which can help organizations gain insights into employee experiences.
The X-data is all there to be taken at every point of the employee lifecycle. An employee is encouraged to undergo training to strengthen his skillsets, create a platform to accelerate career growth. Organizations can rely on X-data here, in terms of employee’s participation, usefulness of training and effectiveness in the way it guides employees to strengthen their skillsets – in short, acquire insights about the employee experience.
SAP SuccessFactors in combination with SAP Experience Management solutions help integrate the operation and experience data, fathom what needs to be done to promote enriching employee experience in terms of work as well as human factors.