Employees are increasingly struggling for consumer-grade tech experiences that also help them feel connected to the organization and their colleagues. As employee experience platforms (EXPs) gains significance, now would be the right time to take a step back and explore why enterprises are turning EXPs to manage new challenges.
The new remote work culture as of the result of the worldwide pandemic has played a big role in the change of attitude towards employee experience, and the crucial role of technology in enhancing it.
Last year revealed big gaps in the digital offerings of many organizations especially in managing the enterprise culture and employee engagement remotely. It became clear that one-way communication with employees was no longer enough. Organizations need to find new ways to connect, engage and motivate employees through workplace technology in the digital era of work.
Dion Hinchcliffe, VP and Principal Analyst at Constellation Research, says, “The pace at which organisations adopted remote working was impressive, with businesses delivering what their employees needed to push through during very challenging and uncertain times. But now we have a historic opportunity to take these successes one step further and transform the employee experience. Adopting an employee experience platform (EXP) is absolutely critical in meeting this goal.”
“EXPs allow organizations to readily and easily connect disparate applications and software into a more cohesive, focused, consistent, and better-organized digital workplace for employees. Eventually, there will be an overarching solution that will successfully house and create a primary delivery point for the digital journey of work. Until then, enterprises must assemble an interim EXP from a powerful set of technologies that have developed over the last few years,” he adds.
Key Features of an EXP
Employee experience platforms are a natural evolution of intranet technology, but there are some critical features that set an EXP apart from an intranet. Let’s look at some of the key capabilities businesses should expect from an EXP that will set their solution apart from traditional intranet software.
Content Management System
Having an excellent content management system (CMS) is crucial for delivering a true EXP. Engaging internal communications is important for creating a strong employee experience, and giving the enterprise communicators the ability to upgrade their delivery of comms needs to be a top priority for the EXP. An intuitive CMS will enable the communicators to target content and experiences to relevant audiences at the right time.
AI is changing the way things work and integrating AI technologies into the employee experience platform will help companies increase the relevancy of content to various users and deliver an engaging digital experience.
Companies should look out for AI-based services that enrich content and experiences such as automated analysis and machine translation of rich media, information graphs and content.
Analytics that Evaluate the Right Data
Measuring the success of an employee experience strategy can be challenging. But with digital experience platforms businesses can now gain a deeper understanding of how their employees are really experiencing work. Because of remote work, engagement mostly now happens online on one central platform, making it easier to measure the impact of the strategies in real time. But for analytics to be effective, it’s important that the EXP evaluates the right sort of data.
Agility at its Core
In 2020, suddenly organizations needed their technology to rapidly adapt to the changing needs because of the mass shift to remote work. Hence, organizations and their IT leaders are now more focused on adopting solutions that have the ability to adjust to the changing environments. Therefore, an agile framework is crucial for an EXP to deliver a future-proof experience solution.
Active Customer Network
An active customer network is a significant value add for any EXP solution. Technology is evolving at such a rapid pace that it is important to have a network of peers to exchange ideas and work on common issues. This has become essential to stay ahead of the EX-curve.
A customer network should provide a central platform for the community to connect with each other and share knowledge. Companies should look out for active social channels, value-add resources like training guides, webinars, and a feedback forum for them to comment on how they would like a certain product to develop to further meet their needs.