From Customer Experience to Employee Experience – Designing for Moments That Matter
Karen Mann, Associate Vice President HR Research and Advisory Services, McLean & Company
With increasing competitive pressures in the marketplace to attract and retain the right talent, and with constant changes in technology and societal norms, there is a strong need to revisit the employer-employee relationship. People are touched by companies in a wide variety of ways in order to attract and retain them as customers. It is therefore, not surprising that employees expectations of how their employer interacts with them is shifting to be more in line with their customer experiences, and HR is in a prime position to take the lead in improving these employee experiences.
In this session we will explore:
· What is employee experience
· Why should companies care
· Approaches to assessing and improving the employee experience