Employee experience (EX) has become a cornerstone for organizations seeking sustainable success. As a concept that has evolved significantly over the past decade, it demands a shift in mindset, strategy, and leadership. While many businesses attempt to bolster employee engagement, they often overlook the underlying journey—the employee experience—that leads to meaningful engagement. Let’s delve into the essence of EX and uncover the principles that make it a transformative approach for today’s workplaces.
What Is Employee Experience?
At its core, employee experience encompasses the holistic perceptions of an employee’s relationship with their organization. From the moment they consider joining a company to long after they leave, employees interact with countless touchpoints that shape their perception. According to Dr. Josh Plaskoff, named one of the Top 50 Most Influential People in Tacit Knowledge Management, and principal and founder of interhuman group, EX is about designing and nurturing meaningful relationships across every stage of the employee’s journey. This goes beyond perks or surface-level initiatives; it’s about fostering genuine connections and creating environments where people thrive.
Josh defines EX as, “The employee’s holistic perceptions of the relationship with their employing organization derived from all the encounters at touchpoints along the employee’s journey.” This highlights the depth and breadth of EX, requiring organizations to think relationally, empathetically, and strategically.
The Difference Between Engagement and Experience
While the terms “employee engagement” and “employee experience” are often used interchangeably, they are distinct. Engagement is the result—a measurable outcome reflecting an employee’s emotional commitment and active participation in their organization. Experience, on the other hand, is the journey—the series of actions, interactions, and environments that lead to engagement.
As Josh aptly puts it, “Employee engagement is a result that you want. The employee experience is the way to get that result.” This distinction underscores the importance of designing experiences that foster engagement, rather than relying solely on rewards or performance metrics.
Shifts Required for Transforming Employee Experience
Achieving a robust employee experience requires rethinking traditional organizational models. Josh outlines three critical shifts organizations must embrace:
1. From Structure to Relationships
Organizations often focus on physical structures, processes, and metrics, neglecting the relational dynamics that truly drive success. Prioritizing relationships means fostering connections between employees and leaders, aligning employees with the organization’s purpose, and nurturing relationships within teams and communities. By shifting to a relational perspective, organizations can create a more cohesive and engaged workforce.
2. From Behavioral Thinking to Phenomenological Thinking
Traditional approaches often view employees as programmable entities, focusing on behavioral conditioning. However, phenomenological thinking emphasizes the lived experience—the emotions, perceptions, and holistic experiences of individuals. It requires organizations to adopt a more human-centered and holistic view, considering the interplay of body, mind, and heart in shaping employee experiences.
Josh illustrates this with a Zen story: “Two monks are crossing a bridge. One asks how deep the river is. The other pushes him in. Only then does he truly experience depth.” Similarly, organizations must immerse themselves in understanding employee experiences rather than merely observing from the sidelines.
3. From Leader-Created to Co-Created Worlds
In many organizations, leaders unilaterally decide workplace policies and strategies. A co-creation approach invites employees into the decision-making process, fostering a sense of ownership and alignment. This participatory model not only empowers employees but also leads to more innovative and effective solutions.
The Six Principles of Effective Employee Experience
Josh’s approach to EX is rooted in six foundational principles that guide organizations in designing and implementing meaningful experiences:
1. Deep Understanding of People
Empathy is key. Organizations must invest time and resources into understanding employees—their fears, hopes, and aspirations. This requires going beyond surveys to engage in genuine dialogue and uncover what truly matters to individuals.
2. Embracing Holistic Thinking
Rather than breaking down processes into isolated components, organizations should adopt a systems-thinking approach. Viewing the employee journey as an interconnected whole enables leaders to address challenges more effectively and design cohesive experiences.
3. Making the Intangible Tangible
Employee experiences are often intangible and difficult to articulate. Tools like empathy maps and journey mapping can help organizations visualize and address these nuanced experiences, bringing clarity to otherwise abstract concepts.
4. Radical Participation
True transformation happens when employees are actively involved in shaping their experiences. This goes beyond token surveys; it requires meaningful collaboration and dialogue, where employees’ voices are not only heard but acted upon.
5. Iteration and Experimentation
Employee experience is not a one-and-done initiative. Organizations must embrace an iterative mindset, continuously experimenting and refining their approaches based on feedback and evolving needs.
6. Trusting the Process
Transforming employee experience is complex and requires patience. Organizations must trust in the journey, enabling both leaders and employees to navigate uncertainties together and build lasting relationships.
The Role of Technology in Employee Experience
While technology can enhance EX, it should never replace the human element. As Josh cautions, “Thinking that the computer will solve your business problems is like thinking the telephone will solve your marital problems.” Technology should serve as a tool to augment human connections, not a substitute for them.
Crowdsourcing platforms, design tools like Miro and MURAL, and other digital solutions can facilitate collaboration and engagement, especially in large or distributed teams. However, organizations must use these tools thoughtfully, ensuring they complement rather than overshadow the relational aspects of EX.
The Future of Work and Employee Experience
The pandemic has irrevocably changed the way we work, highlighting the need for flexibility and empathy. Remote and hybrid work models demand new approaches to leadership and collaboration. As Josh notes, “It’s not an either-or; it’s a both-and.” Organizations must balance the benefits of remote work with the value of in-person interactions, engaging employees in co-creating solutions that work for everyone.
Looking ahead, generational shifts and technological advancements will continue to shape the workplace. Organizations must remain adaptable, blending the strengths of different generations and leveraging technology to enhance, not replace, human connections.
Building a Better Future
Employee experience is more than a buzzword; it’s a strategic imperative for organizations that want to thrive in today’s dynamic environment. By prioritizing relationships, embracing holistic thinking, and fostering co-creation, leaders can create workplaces where employees feel valued, engaged, and inspired.
As Josh emphasizes, “You can’t experience depth unless you’re in the water.” For organizations, this means diving into the complexities of employee experience and navigating the journey with courage, empathy, and a commitment to continuous learning. The rewards—engaged employees, stronger cultures, and sustainable success—are well worth the effort.
Listen to the episode: Gut + Science | 251: Transforming Employee Experience with Dr. Josh Plaskoff
Key Takeaways:
- Employee engagement is the outcome, and employee experience is the journey that leads to it.
- Shift from focusing on structures to prioritizing relationships within the organization.
- Co-create workplace solutions with employees for better alignment and trust.
- Deeply understand employee needs and design experiences that foster meaning and purpose.
- Balance remote and in-person collaboration with flexible, co-created work models.
Things to listen for:
[00:00:00] Employee engagement relies on designing employee experience.
[00:06:11] Leaders must foster empathy and dialogue.
[00:09:27] Leaders make decisions without considering employee experience.
[00:12:38] Understand, expand, and make intangible tangible.
[00:15:46] Future of work: insights on remote employment.
[00:18:22] Remote work is reshaping communication between leaders.
[00:21:21] Advocate for work-life integration and leadership.
[00:26:43] Employee-led purpose and values transform company culture.
