The Employee Experience Advantage

CHAPTER 3Employee Experience Drivers

You might be wondering why employee experience is gaining traction just now. After all, customer experience has been around for decades, so why has it taken so long for organizations to look inward? Not only that but we've also been talking about employee engagement for decades as well. Clearly there is something going on that is creating this shift, forcing organizations not only to create new titles and roles but also to actually redesign the way they are structured and how they operate. In my previous book, The Future of Work, I explored five trends shaping the future of work, which I will briefly outline here:

1. Mobility: Access to people and information anytime, anywhere, and on any device
2. Millennials and changing demographics: In addition to the five‐generation workforce, organizations are struggling to adapt to an entirely new generation of millennials.
3. Technology: Big data, wearables, the Internet of things, AI, and automation are just some of the new technologies organizations are trying to figure out.
4. New behaviors: Thanks to social technologies, we are all comfortable living a more public life where we share ideas and information for the world to see.
5. Globalization: The world itself is becoming like one big city where the boundaries and barriers to doing any type of business are disappearing.

These five trends are still very relevant today from a broader perspective. However, when looking specifically at employee experience, we ...