Chart Your Course Report

Blueprinting An Employee-Centered EX Initiative

February 28th, 2023
With contributors:
James McQuivey, PhD , Tyler Castro , Rachel Birrell


There’s little consensus about what an employee experience (EX) practice should look like, who should own it, how to measure it, or how to justify investments in terms of business outcomes. While HR is often the largest stakeholder, the most challenging and impactful barriers to improving EX remain outside its direct purview and HR itself has little spare capacity to address these. We recommend positioning EX as a core set of capabilities and practices and challenging all leaders to do their parts. This report proposes a model based on our findings from interviews with EX practitioners and vendors as well as a survey of EX practitioners; leaders can use it to guide their EX efforts.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.