The argument for proactively managing the customer experience of HR (CxHR) is clear: organizations who successfully deliver on the ‘moments that matter’ (such as recruitment, onboarding, relocation, life events etc.) can positively influence employee engagement with tangible benefits for retention and discretionary effort.
For the more transactional interactions within HR services, HR should deliver an ‘effortless experience’. Because by removing friction from transactional processes, HR can safeguard employee productivity and avoid damaging employee engagement.
While the business case for managing the employee experience has largely been accepted (a recent Deloitte Study suggests that 80% of executives believe it