If there is one organisational function that is under enormous pressure today to catapult itself into tomorrow, it’s HR. The seismic impact of the pandemic on the profession has (once and for all) necessitated a digital transformation in HR. COVID-19 has provided HR the perfect opportunity to prove the function’s clear-cut business value. In this blog Hanadi El Sayyed shares five key ways that HR can drive more business value as we navigate this pandemic.
Read MoreNet Promoter Score (NPS) has established itself as a leading measure of the customer experience and is one that has been adopted by many companies. The concept suggested by NPS of customers as ‘promoters’ or ‘detractors’ is initially appealing, and one can see why a generation of business executives picked NPS as their engagement tool of choice. After all, who wouldn’t want a customer eagerly promoting your product for you? In this article Mark Hayton and Phil Mercy examine Nokia’s customer experience metric “Customer Perceived Value” and how it can be used to inform the customer experience of HR.
Read MoreThe argument for proactively managing the customer experience of HR (CxHR) is clear: organisations who successfully deliver on the ‘moments that matter’ can positively influence employee engagement. For the more transactional interactions with HR services, HR should deliver an ‘effortless experience’. By removing friction from transactional processes, we can safeguard employee productivity and avoid damaging employee engagement. So how do we measure the customer experience of HR?
Read MoreIn this article Volker Jacobs CEO of TI-People examines the predicament that many HR functions are finding themselves in as they have been tasked with internalising the customer experience success in their companies as employee experience.
Read MoreTake a look at the short video clip below from our online training course Incorporating Design Thinking into HR to hear Volker Jacobs talk through the concept of Customer Experience of HR (or CxHR) and how to apply it to your HR digital strategy.
Read MoreGiven that half of the world was on holiday, August was a surprisingly prolific month for high-quality people analytics and future of work articles. My 12 favourite ones are presented here…
Read MoreIn tribute to the World Cup, I’ve extended the usual 10 articles to an XI this month. I’m confident that this line-up could take on anyone:
Read MoreOver the last couple of years, we’ve been increasingly hearing about the concept of Continuous Listening being applied to employees - just as it has long been used by marketing to understand and act upon customer sentiment.
Read More2018 has certainly started with a bang. I had the pleasure of being co-chair of the best People Analytics & Future of Work (PAFOW) conference yet last week in San Francisco (write-up to follow next week).
As my co-chair Al Adamsen so presciently outlined in his opening to the conference, people analytics has evolved into its third iteration, whereby value is increasingly being delivered to employees…
Read MoreAs a consumer of various services, like banking, I’m occasionally frustrated by the surprising complexity of doing simple things, stuck in some multi-layered voice system or surfing across internal silos (sometimes in an endless loop) when trying to resolve an urgent problem.
I like to complain about customer service as much as anyone, but I must admit that on average, my experience has improved dramatically in the past few years as some of the better players out there have upped their customer service game…
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