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Beyond Employee Engagement: The Importance of the Employee Experience

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Preston Lewis talks about the history behind the employee experience and how it is shaping employee communications. Lewis is hosting a webinar with SocialChorus on Feb 16
importance of employee experience blog

We recently sat down with Preston Lewis, Founder & CEO of Intactic, to learn more about the history behind the employee experience, how it is shaping employee communications and why the employee experience is important to him. SocialChorus and Lewis are partnering for a webinar, 5 Keys to Creating a Modern Employee Experience, on Thursday, February 16.

Q: What caused the employee experience to be so important to today’s workforce? How did we get here?

A: Creating better experiences for people at work have always been a priority. There is more of a focus now because companies are realizing that we need to broaden the conversation beyond employee engagement. Also, we now have more data about employees than ever before. One of the most obvious uses of this data is to power a more consumer-like experience for employees. Similar to what companies and brands have been doing for years, by targeting customers with intelligent customer data. We can now leverage similar customer experience methodologies and technologies to be more audience-centric and ensure that we are communicating the right content and information to the right people in ways that actually align with their communications preferences.

Modern communicators are rethinking internal communications and engagement strategies in partnership with other functions, such as HR, Marketing and IT, to integrate employee data and leverage some of these now better, faster, cheaper approaches. The best part is that at the end of the day, everybody wins.

Q: What is the history behind the five keys? Where did that thinking come from?

A: Over the past twenty years, I have had the luxury of working with some of the most influential employers in the world. This work can be complex as we look at organizational systems and behaviors to figure out ways to create more alignment and general understanding of what employees at all levels need. Today, we have to simplify the work. We need to assess the level of organizational readiness to determine the best and most effective approach to creating change.

As part of this assessment, we found that there are five different keys, or lenses that we can look though to customize a plan or strategy. For example, some young companies may already have connected systems so we can leverage people data to personalize content and communications for employees quite easily versus older companies with more antiquated internal platforms that have more data silos. Or, another company might have decided that they are going to update their office space and we can look at that initiative as an opportunity to personalize the employee experience by involving employees in the planning of the physical and digital experiences.

Most companies are seeking to move forward. Most companies want to modernize. These keys allow for leaders and communicators to understand the opportunity without overthinking the plan.

Q: How should we think about the relationship between employee communications and the employee experience?

A: At Intactic, we have defined a simple equation. An experience is collection of touch points. Those touch points can be influenced by communications. Better employee communications lead to better employee experiences. Better employee experiences lead to deeper levels of employee engagement. It’s that simple.

Q: Why is the employee experience meaningful to you?

A: I started my career at a very young age as a graphic recorder. Through a variety of experiences, I realized that with better internal communications, we are able to truly impact how much people can enjoy their work. Considering that work is where many people spend most of their lives away from their families and from other things that are meaningful to them, I realized that I had an opportunity to have a big impact on people and their happiness. Today, this is still my purpose and the purpose of the business that I started. Everyday, I enjoy waking-up and working with amazing people inside companies who are fighting the right fight. All we do is focus on how we can communicate better, to make work better. I am grateful for this opportunity and I never take it for granted.

Register for the webinar for a deep-dive into the 5 keys and what you can do to create a more human-centric experience and improve internal communications in your company.


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SocialChorus is the creator of FirstUp, the platform that makes the digital employee experience work for every worker. Using our powerful orchestration engine, we bring personalized information and systems access to every employee where they are—on any endpoint or device, in any language, anywhere in the world. Whether they’re wired, mobile, frontline, distributed or essential, FirstUp gives employees what they need to do their jobs efficiently, and companies what they need to achieve agility. That’s how we help enterprise customers like Amazon, ABInBev, Ford and GSK continue to transform their businesses.

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