Employee engagement dropping? Invest in a better experience

As workers juggle expanding responsibilities amid COVID, employers build a support network

Employers years ago tried to satisfy talent with beer taps and ping pong tables, but today the social dynamics of the workplace have changed. As COVID-19 forces a fundamental realignment in how and where work gets done, employers must reassess how to provide a beneficial employee experience.

Employee experience is what individuals encounter, observe, and feel throughout the course of their employment. It matters because a good employee experience is tied to higher top-line growth, employee productivity, and customer outcomes, according to new research conducted by ESI ThoughtLab and ServiceNow.

Today, the essential value of a good employee experience is common purpose. Employees must understand how their work is connected to their organization’s purpose and goals. With the world around us so unsettled, our focus moves to what we can control: driving value in the day-to-day. For organizations who recognize how important purpose has become, there is an opportunity to build a highly engaged workforce.

Common purpose is achieved through trust. Employees have to believe that you mean what you say—and the experience tells them right away. For example, the tools an employee has access to can demonstrate whether an employer actually values work/life flexibility and trusts that work will still, in fact, get done.

Digitizing workflows on a common platform can enable this trust (and the good employee experience it leads to) by creating more transparency across an organization, as all processes and data are captured in a platform or system. When this is the case, managers can track outcomes via workflow, as opposed to relying on constant productivity-killing video meetings to ensure work is proceeding as planned.

Banco CTT, a joint ServiceNow/Fujitsu customer, demonstrates the building blocks of this approach. The Portuguese retail bank recently began its workflow journey by standardizing and digitizing processes within the Now Platform, thereby allowing work to flow seamlessly from the front office to the back office and through to customer fulfillment.

Just as importantly, Banco CTT can now continuously track and measure process performance, which its CIO, Nuno Fórneas, called “fundamental to a great employee experience.”

As more companies move to a strategic workflow platform and realize the unparalleled visibility that comes with, we’ll see a shift in what binds an enterprise together. Workflows will replace physical proximity as the generator of mutual trust and ultimately as the boundary of the enterprise—revolutionizing the employee experience by allowing employees to work how, when, and where they want while remaining connected to their colleagues and organization.

As part of Fujitsu ActivateNow, I sat down with Tim White, Senior Vice President and Head of Global Delivery at Fujitsu, to explore this new world, how workflows build trust, and their impact on the employee experience amidst so much uncertainty. Watch the video below.

As Tim points, employees are our greatest asset, and an engaged employee who believes in the company purpose is one likely to remain for a while.