Posts tagged Customer Experience of HR
How do you measure the Customer Experience of HR?

The 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?

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Top 10 HR & People Analytics articles of January 2018

2018 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…

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Building Employee-centric HR with Service Design Thinking

As 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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