Recently an extensive piece of research on employee experience (EX) was carried out by The Josh Bersin Company, with participation from 982 organisations. Read the insights and take aways from 5App's Head of Product, Duncan Barrett. 

One of the most recent pieces of research by The Josh Bersin Company takes an in-depth look at employee experience (EX) trends, best practices, supporting technologies, and EX maturity across industry sectors. The newly published report goes on to identify the six most important principles of EX.

Reading through this research report, The definitive guide: EX, a number of things struck me, as a learning technology product specialist:

  • What an organisation and its leaders say and do are the most important components of creating a better employee experience
  • People are different and have a desire to be treated as individuals - something challenging to achieve at scale
  • Technology is a key enabler of the above, although good technology on its own may not significantly improve the employee experience

Employee experience: how can technology help?

As a technology provider some of the reports’ findings support our belief that organisations can and should be thinking about how technology can help to address some of problems that people experience at work, including:

  • Feeling disconnected from the company and its goal
  • Being unsure of where to go to find the information they need
  • Not feeling supported in their development

As the report states the big topic in EX is “making work easy” and with estimates of more than 1.2 billion information workers and 1 billion frontline workers, the definition of work can have very different meanings. What they may have in common is some aspect of a digital workplace, even if the context may be very different.

What is changing as more technology enters this digital workplace is that individuals are now making choices, as the report notes some people may now screen telephone calls or chose to use email in a completely different way to others as more convenient or more preferable alternatives may exist. 

Bersin notes that there are six pillars to EX and technology has a role in supporting them all, but two of the technology practices that were most impactful on EX were knowledge management and learning.

Employee experience, technology and knowledge management

It is in knowledge management that Bersin identifies one of the highest impacting technology practices - citing that “intangible assets such as intellectual property have become the most valuable assets in an organisation”. Yet, shockingly perhaps, 8 out of 10 companies that participated in the research don’t have the tools to capture knowledge or make it available to others. This in spite of the fact that those using such tools are reporting business impact such as:

  • 3.3x more likely to satisfy and retain customers
  • 3.7x more likely to innovate effectively
  • 4.7x more likely to be adaptable to change

When looking at learning tools the research shines a light on the 3 out of 4 companies that are not using advanced learning tools, defined as “those putting the experience front and center”. 

Organisational benefits of good EX

Bersin goes on to say that those using advanced learning tools can also see an organisational impact such that it “makes your company more profitable, engages and retains customers and helps to be seen as a great place to work”.

Additionally, next generation enterprise communication tools were identified as being in the top 10 most impactful on EX. Helping people manage the cognitive load of the overwhelming stream of information and resources is arguably linked with other pillars of EX, such as health and wellbeing.

At 5App we want to improve people’s experience in the digital workplace, whether employees, contingent workers, partners, suppliers or customers. We are focussed on providing a better way for people to find and share information in support of development, knowledge or communications. Get in touch if you would like to find out more.