The New Automation Mindset

CHAPTER 11The Employee Experience

“Employee experience is the new battleground for talent.”

—Jacob Morgan

Diane Gherson, former CHRO at IBM, once said that if people felt great about working with us, our clients will too.¹ She went on to explain that nearly two‐thirds of client experiences were directly correlated with employee engagement scores. Happy employees lead to happier customers, more productive people, and better companies.

In recent years, the plight of employees has made headlines. Trends such as the Great Resignation, Quiet Quitting, and remote vs. in‐office work have fueled debate. At one point in 2021, nearly 40% of all employees were thinking of leaving their jobs for greener pastures. Surprisingly, compensation ranked 16th on the list of reasons why.² Ahead of that were a litany of reasons that revolved around the employee experience. How people experience work, day in and day out, is a key driver for how well we can retain and motivate them.

What processes make up the employee experience tower? It is everything that involves how an employee engages with their employer. It starts from recruitment and goes through onboarding, learning and development, all the way to off‐boarding when it comes time to leave. There is an enormous amount of potential to delight our people and drive more productivity with automation.

It is necessary to build seamless processes to support the entire employee journey and create the moments that matter. Not only will we have happy ...