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The Employee Experience Playbook For 2020

Modern Employee Experience Practices Are Table Stakes For The Customer-Obsessed Firm

The time has come for businesses to retire ineffective employee experience (EX) practices and develop EX programs that attract, retain, and cultivate the modern worker. This playbook helps...

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  • Report The Democratization Of B2B Sales

    Talent Wins Games, But Teamwork And Intelligence Win Championships
    August 3, 2020 | Mary Shea

    As pre-COVID and COVID-accelerated trends come together, industries, business models, and sales strategies will be disrupted. B2B sales leaders who seize the moment will abandon traditional seller...

  • Report It's Time For CMOs To Pay More Attention To Employees

    The CMO And CHRO Relationship Grows In Importance As Crises Continue To Emerge
    July 27, 2020 | Thomas Husson

    Brands hold as much meaning for employees as for customers, especially in a crisis. CMOs play a key role in shaping and communicating the company culture, which helps acquire, inspire, and retain...

  • Report The Future Of The European Job Market

    The Future Of Work Will Drive A More Dynamic European Job Market By 2030
    July 22, 2020 | Dan Bieler

    2020 is a pivotal moment for Europe, with greater economic uncertainty, rapid technology change, and a pandemic disrupting existing working environments. The European job market will become even...

  • Report The New, Unstable Normal: How COVID-19 Will Change Business And Technology Forever

    The pandemic has already forced firms and policymakers to do things that were previously considered impossible. This is just the beginning. Given its gravity, the effects of COVID-19 — along with...

  • Report PEAK Coaching: Level Up Your Leaders To Drive Performance

    Processes: The Employee Experience Playbook
    June 29, 2020 | Katy Tynan

    Coaching isn't a new concept in the realm of leadership practice. Yet few organizations have invested in developing managers at all levels to become coaches who can systematically support and drive...

  • Report Understand The Differences Between EX And CX

    Energize EX Improvement With Confidence And Clarity
    June 22, 2020 | David Johnson

    Many firms run their employee experience (EX) programs using the same tools and methods that they use for their customer experience (CX). While doing this is convenient, it misses a critical point...

  • Report The CEO's Guide To The Future Of Work

    Build The Adaptive Workforce That Succeeds, Despite Changes To How Work Gets Done

    Most pronouncements about the future of work miss the mark because they fail to account for what executives like you can see clearly in the here and now: how the shocks already reverberating...

  • Report The Forrester Wave™: Cloud Human Capital Management Suites, Q2 2020

    The 11 Providers That Matter Most And How They Stack Up
    May 14, 2020 | Mark Brandau

    In our 30-criterion evaluation of cloud human capital management (HCM) suite providers, we identified the 11 most significant ones — ADP; Ceridian; Kronos; Meta4, A Cegid Company; Oracle Cloud HCM;...

  • Report The Life-Changing Magic Of Simplifying Your Mobile App

    My App Is A Kitchen Sink: Now What?
    April 23, 2020 | Julie Ask, Gina Bhawalkar

    What should you do if your mobile app is like a pre-Marie-Kondo kitchen sink — cluttered, messy, and full of junk? Don't just drain it! First, determine the real problem; then, build a plan to...

  • Report Research Overview: Adaptive Strategies

    A CIO's Guide To Leveraging Adaptive Strategies To Win In Times Of Constant Change
    April 23, 2020 | Pascal Matzke, Patrick Carroll

    To win in times of constant change and uncertainty, tech leaders need to deploy adaptive strategies. Organizations following an adaptive approach are outpacing the competition through business...

  • Report The Future Of Work Starts Now

    Four Shocks Will Sort Out The Winners From The Losers In The 2020s

    The "roaring 2020s" have started with a force: a pandemic that will propel us into the future of work faster than expected. Like its namesake decade from the 20th century, the 2020s will be full of...

  • Report How To Succeed As A CX Professional

    Lean On Your Strengths To Advance Your Career And Your Organization's CX Program

    Even the best customer experience (CX) professionals struggle to drive change when their strengths aren't a good match for the CX challenges facing their organization. What's more, some CX pros...

  • Report Work From Home Is Simply Step One: Employee Relationship Management For COVID-19

    Employers Will Need More Than Work-From-Home Policies To Help Workers Adapt
    March 26, 2020 | J. P. Gownder

    COVID-19 is a human tragedy: Lost lives, psychological suffering, and severe economic disruption are now inevitable outcomes. Those trying to continue with business operations need a thoughtful...

  • Report Invisible Resources Are The Secret Weapon For Growth

    Design A Future Of Work Strategy That Immediately Maximizes The Potential Of Intelligent Software And AI
    March 11, 2020 | J. P. Gownder

    Most leaders face a conundrum: They must innovate to grow their companies while simultaneously cutting costs. Satisfying both these imperatives is tricky, but there's an approach that can...

  • Report Forrester's EX Index: A Deeper Look At The Data

    A Deeper Analysis Of The EX Index Reveals The Impact Of Technology And The Factors Causing Employee Burnout
    March 4, 2020 | David Johnson, Patrick Carroll

    More than ever, technology plays a significant role in employee experience (EX) by both fostering and inhibiting engagement. But conventional engagement surveys don't capture it, leaving CIOs in...

  • Report Future-Proof Your Workforce Strategy With Adaptive Talent Management

    Get Started Delivering The Future Of Work Today
    February 19, 2020 | Mark Brandau

    Yesterday's approaches to talent management do not support the future of work and customer-obsessed strategies. A new approach that focuses on talent adaptivity is required to effectively support...

  • Report The Employee Experience Maturity Assessment

    Assessment: The Employee Experience Playbook
    January 28, 2020 | David Johnson, Nick Monroe

    Successful employee experience (EX) initiatives start with doing the right things for the right reasons, turning small wins into momentum that lifts employee engagement and creating a virtuous...

  • Report The Employee Experience Bill Of Rights In The Era Of AI And Automation

    Guaranteeing Rights For Employees Ensures Relative Calm For Companies
    December 5, 2019 | J. P. Gownder, Samuel Stern

    The threat of automation and the consequent uncertainty of their long-term relevance have employees on edge. Rightfully so, as most companies haven't taken the necessary steps to reassure their...

  • Report Modern Employee Experience Practices Are Table Stakes For The Customer-Obsessed Firm

    Executive Overview: The Employee Experience Playbook
    November 15, 2019 | Keith Johnston, Nick Monroe

    The time has come for businesses to retire ineffective employee experience (EX) practices and develop EX programs that attract, retain, and cultivate the modern worker. This playbook helps...

  • Report Predictions 2020: Employee Experience

    Companies Will Be Bolder, More Controversial In Their EX Transformation Efforts
    October 31, 2019 | Samuel Stern, J. P. Gownder, David Johnson

    An emphasis on corporate values and heightened employee expectations for living those values will pressure firms to get serious about their employee experience (EX) commitments in 2020. The risk of...

  • Report The Forrester Tech Tide™: Cloud Human Capital Management, Q4 2019

    11 Market Categories Define A Rapidly Changing Cloud HCM Market
    October 24, 2019 | Mark Brandau

    Cloud-based human capital management (HCM) is increasingly critical to firms' ability to manage talent and the future of work. To accelerate their performance in HCM, companies are evaluating and...

  • Report New "Core HR" Will Power The Future Of Work

    Three Emerging Technologies Will Form A Foundation For Adaptive Talent Management
    October 21, 2019 | Mark Brandau

    The future of work redefines what was traditionally referred to as a "core HR" system. This report explains how three new technologies will reshape traditional core HR systems, why they're...

  • Report Be Future Ready: Invest In Noncollege-Educated Workers

    Make Everyone Fit For The Future Of Work
    September 30, 2019 | James McQuivey, PhD

    Technology is changing the way we work; for some, it threatens their ability to work at all. There are 104.8 million workers in sectors that will lose more jobs than they will gain in the future...

  • Report Adaptation, Not Amnesia: Your Business Needs A Knowledge Strategy

    Your Knowledge Strategy Determines Whether Years Of Experience Are A Source Of Wisdom Or A Path To Obsolescence
    July 30, 2019 | David Johnson, Nate Meneer

    Much of the current thinking about workforce capabilities centers on ensuring that firms possess both the soft skills and technical skills they need to compete in the era of digital business. But...

  • Report Drive Your Innovation Credibility With Employee Experience

    Partner With HR To Help Employees View IT As A Driver Of Technology Innovation
    July 5, 2019 | James Staten, David Johnson

    Most employees view CIOs and IT as managers of existing or historical technologies, not as future tech leaders. CIOs who succeed in changing this preconception can drive tech leadership and...

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