Worker Experience a Must: NO EXCEPTIONS

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Session Code: BRE1259

Presenter(s): Jason Averbook

Company(s): Leapgen

Abstract: "The Experience movement has been afoot for some time now; Marketing was one of the first functions to shift its model from Customer Relationship Management to Customer Experience Management. Building digital experiences better served customers who wanted convenience, a seamless and intuitive UI, the ability to complete tasks on the go, personalization, and the right information on demand to make informed consumer choices. Companies have become intensely focused on elevated, competitive consumer experiences to improve their sales, loyalty and retention – but to also make their customers happier. Insert Employees for Customers. They are your #1 Customer, after all. So it made perfect sense for HR to draw the parallel: Providing digital experiences for employees improves their output, loyalty and retention - and it makes them happier. Making it easy for employees to complete tasks in the flow of work, giving them seamless and integrated tools and experiences, and providing right information in the right channel at the right time at moments that matter will connect, inspire, engage, and power your workforce to deliver more. Guess who benefits when employees deliver more?: CUSTOMERS. This is how you create a virtuous cycle where Worker Experience Outcomes feed Customer Experience Outcomes. And just as data on customer metrics serves to alter strategy, product offerings, and a company’s critical business functions, experience metrics feed and inform an organization’s roadmap for improved employee experiences. Jason Averbook explains why Worker Experience is a Must for organizations who want to thrive, compete, and retain both talent and customers in the Experience Economy. There are no exceptions: employees across every vertical, every industry are demanding more. Whether your business is healthcare, manufacturing, financial services, or any other industry, your ability to win both talent and customers requires you to understand the following: -How can data be leveraged to drive personalization and relevancy, to meet the workforce where they are? -Which data inputs are most valuable in delivering and optimizing experiences for the workforce? -What are the moments that matter for your employees, and how do you combine high-touch digital and high-touch human to provide the best experience? -What are the measures of success for Workforce Experience? "