Employee Experience

Scale your Employee Experience (EX) program, not your workload

If you ever need an example of how employee experience (EX) is changing the way businesses operate, then look no further than your office space.

I’m sure just a handful of years ago employees would have had their own individual permanent desk with a wired-phone, and they were expected to come into the office everyday between set hours.

In most cases, none of that exists anymore. It’s disappeared in just a handful of years to be replaced with an entirely new experience where we work in times and ways most suited to our individual needs.

This reality has caused an exponential shift in our workforce. Some futurists have even called it “a tsunami” in terms of the challenges we increasingly face in managing our workforce.

At X4 Singapore, I spoke about the three drivers changing employee expectations, and the steps organizations need to mitigate them.

  1. First and foremost, as the lines between our professional and personal lives blur we increasingly look for the convenient and engaging experiences we have outside of work to be replicated inside our workplace.
  2. Then there’s the trend of ultra-cool workplace designs, which organizations are increasingly using to attract and retain talent.
  3. Lastly, workplaces are becoming more transparent than ever. Employee reviews on sites like Glassdoor can make or break a brands’ success.

To succeed in this new age of employee experience and expectations, personalization is key. But how do you deliver personalization at scale, especially when you have a diverse range of unique needs to meet?

Hyper-personalized segmentation

Generally, companies still segment employees on a limited view of demographic factors such as age, generation, gender and tenure. However, this broad brush approach of segmentation is rapidly becoming obsolete in our increasingly complex workforce.

Instead, our extended workforce is made up of an intersection of many characteristics such as generations, nationalities, sexual preferences, social causes and much more. It is much more meaningful to practice hyper-personalized segmentation to consider individuals’ needs, preferences, attitudes, intentions and motivations.

Individualized critical moments

Currently, our narratives on our employees’ critical moments are still confined within the four walls of the organizations. We assume all employees go through the same well-defined career milestones like recruitment, onboarding, development, promotion and offboarding.

In reality, this isn’t the case. This is because our professional and personal lives are increasingly intersecting and integrating, influencing the way we engage and understand each interaction. Events in our personal lives can have profound implications on our performance and experience at work. It’s critical we remember this when designing and delivering employee experiences today.

To delight your employees it’s critical that we co-design and create individualized and tailored experiences.

Head to the X4 Singapore Content Hub to find out how brands like GOJEK, Ananda, and JAPFA are redesigning their approach to EX with Qualtrics.

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Stephen Choo // Senior EX Solution Strategist

Currently, Senior Solution Strategist of Employee Experience (EX) at Qualtrics. Working closely with the firm ‘s major clients across APJ to design, develop and deliver EX strategies to achieve superior organizational performance. Previously, Vice-President Solution Design APAC & Managing Director Products Singapore at Korn Ferry. Led and managed a regional team of 20 sellers, consultants and analysts on Korn Ferry’s pay, talent and engagement products across Australia, Japan, Hong Kong, South Korea and Singapore. Graduated with a B.Com (Hons) in Marketing and M.Com in Management from Curtin University and PhD in International Management from the University of Western Australia (“UWA’’). A Graduate Member of Australian Institute of Company Directors (AICD). Serving as President of UWA Alumni Network Singapore and Chair of UWA Business School Ambassadorial Council (Singapore Chapter) for the past 6 years. Been awarded the Honorary Doctor of Commerce in 2019 and UWA Business School Alumni Award in 2016 for enhancing the international reputation of UWA Business School within Asia.

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