Making Employee Experience (EX) a Priority
EXceptional EXperience, EXcellent Employees.
By now, we know that the way to attract and keep employees is to consider their experiences while working. A new and persistent workforce trend, employee experience (EX), makes doing so central to a company’s mission. Companies across the world are starting to make room in their business strategies, c-suite, and company culture for the ideas of EX. Organizations that implement employee-focused initiatives see huge returns: more satisfied customers, higher sales, and involved and enthusiastic employees.
Airbnb, for example, appointed a “Global Head of Employee Experience” in 2015, and the year after that topped Glassdoor’s list of Best Places to Work. On a larger scale, companies who know that their employees are equally as important as their customers see benefits across the board. Forrester’s Predictions 2018 report reveals that “customer-obsessed companies grow their revenues faster and have more loyal customers…Departments with high levels of employee engagement have 10% higher customer satisfaction scores and 20% higher sales totals” (p. 2).
What is EX?
Lately, there have been a couple of trends floating around relating to employee-oriented workplaces. “Employee engagement,” a slightly older concept, is the more common term in job titles across the world. Employee engagement directors and managers do work that’s closer to the traditional HR experience.
The newer term, which appeared a few years ago, is “employee experience.” “Employee experience” professionals often cover a more holistic approach to employee working conditions and perception of the company. EX professionals pay attention to every interaction an employee has with their organization: how much support and mentorship they receive, how engaged they feel, how they work best, and how they feel about the company’s social mission. A lot of EX strategies focus on a company’s embrace of tech to learn about their employees and shape their company culture to improve the employee’s experience. Below, we’ve gathered some ways to use technology to help your company implement EX strategies.
Using tech to jumpstart your EX strategy
So how does a company begin gathering the data necessary to implement EX concepts? Here, tech is your friend. There’s an abundance of tools to help companies gather data, turn it into useful strategies, and implement those ideas in their company.
Right now, companies who provide survey platforms and software are growing rapidly–and a company interested in EX can use these platforms to gather important data about their employees’ perceptions of the company. CultureAmp and Peakon are some of the top-rated platforms of this kind, and work with companies and nonprofits of all sizes. ClearCompany provides EX support through the employee’s entire career, assisting talent retention and HR initiatives. DecisionWise allows companies to see how their EX measures up to the rest of the industry. HappyOrNot’s tech can be used to capture both customer and employee feedback. And HappyOrNot is an excellent example of a company enabling EX who’s also taken EX concepts to heart at home: their website is in multiple languages, to serve their global employees and clients.
Use translation tech to help employees read in their own language
And that brings us to our next point–employees do best when they can read training materials, HR documents, and important corporate communications in their own language. We’ve written previously about how everyone benefits when employees can conduct training in materials in their own language, and how these changes directly affect an employee’s experience. With all the options available to translate materials within your company, it’s just a matter of picking the right combination of translation technology and expert linguists to meet the needs of your unique business.
Use automation trends to your employees’ advantage
Automation is entering all sectors of the workforce, and directly affects employees. With an EX mentality in mind, companies can start to plan now for the future of their workforce and consider how automation will affect their employees. There are a number of ways that automation technology can help manage the workflow of a global company and create a company culture where employees feel supported, no matter what their language background.
Although the prospect of automated jobs creates understandable anxiety for employees, there are smaller ways in which automation can be used to improve and shape the employee experience. Forrester notes how the rise of “digital workers” like chatbots can interact with customers and employees, providing information and support. When used to interact with employees, these digital workers “will reduce employee support costs, improve productivity, and free time” for employees by offering “internal support such as password resets, service catalogs, HR information, and training support” (p. 5).
We at Venga see translation as a particularly promising addition to these human-machine interactions. Automation can be set up to simplify the workflow of translating the chatbot’s bank of phrases. A central team can write sets of questions, answers, and responses, and then get the batch translated all at once. Then, you can have multi-lingual support that doesn’t require your support personnel to be fluent in many languages. This frees your support team and your employees up to do higher-level tasks.
As we discuss often on this blog, employees are much more satisfied and likely to enjoy working at a company where their own language is valued and accommodated. In turn, those engaged employees help create a desirable company culture and help grow dedicated customers. With some clever uses of tech to gather data about the employee experience, and a growth plan that embraces developments in tech and automation to suit your employees’ needs, your company can be a workplace that employees want to experience.
To find out how to include translation services in your EX strategy, or to read more about how multilingual support and training can help improve your employees’ experience, give us a call or send an email.