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• Consider your organization’s data analytics capabilities

• Align your data analytics strategy to relevant metrics

Tip:Metrics include: NPS, CSAT, ESAT, OHA

• Senior leaders responsible for strategic and large-scale issues

• Direct managers effectively respond to employees’ feedback

Tip:HR coordinates and shares responsibility across functions

• Value employees’ insights and expertise, as they have first-sight into feedback

• Trust the business value of experience investments

• Clearly define employee experience and understand its relationship to engagement

• Know your target audience

Tip:Foster five essential behaviors: collaboration, transparency, psychological safety, alignment, feedback-sharing

Tip:Employee experience is the employee’s collective perceptions of their ongoing interactions with the organization, which can be emotionally laden or everyday exchanges.

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4

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Employee experience and customer experience go hand-in-hand. The value of employee experience investments directly reflects in a

strong customer experience, which yields numerous business outcomes such as: innovation, customer satisfaction, and profits.1

Because of this compelling connection between employee and customer experience, we set out to study how progressive organizations do it and found

that employee experience is comprised of four levers, like a four-layer cake. Together, these four layers build on each other to create an experience that

compels, engages, and satisfies employees.

Take a look at each of the layers to learn more:

Alignedmeasurement

Articulatedaccountability

Supportive culture

Clear philosophy

1 “Building Business Value with Employee Experience,” Dery, K. & Sebastian, I.M., MIT CISR Research Briefing, 2017.

The 4 Levers of Employee Experience