Trends Report

Measure Workforce Experience Through Engagement, Productivity, And Customer Impact

May 7th, 2013
SY
Simon Yates
TK
TJ Keitt
With contributors:
Khalid Kark , Megan Burns , Andrew Smith , Kerry Bodine

Summary

Customer experience — its relationship to loyalty and satisfaction and the likelihood that it will lead to future business — is now a well-established discipline. However, measuring workforce experience is more complicated because no one owns the experience from end to end. Firms use a fragmented set of tools to take the pulse of their employees. In addition, simply having happy employees doesn't translate into business value unless you can convert this engagement into productivity and ultimately allow your customers to feel the benefit. Measuring workforce experience requires a new level of collaboration between the CIO and the head of human resources, the chief people officer.

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