Traditionally, companies have tried to improve employee engagement by focusing on things like surveys, incentives, and training. But these efforts often fall short.

Engagement is not just about how employees feel about their work. It’s also about how they experience their work.

​In short, when employees have a positive employee experience, they are more likely to be engaged in their work.

To get buy-in from stakeholders and support your vision for a frontline experience transformation, you need to create a strong business case.

The key principle here is to start with your business strategy and priorities. What are your goals for the company? What are the metrics that you are tracking to measure success?

​Once you know your business goals, you can start to map out how an improved People Experience can help you achieve them.

Once you have approval for your plan, you need to assemble a team to help you implement it. People Experience (PX) is not just the responsibility of one team, it is the responsibility of everyone in the business.

The Customer Relations team is particularly important because creating a good PX relies on many of the same principles as creating a good Customer Experience (CX).

​By working together, the PX and CX teams can create a positive experience for both employees and customers.

It’s hard to improve the experience of frontline employees if you can’t reliably reach them or have them reach you. This is called the “frontline connection gap.”

Frontline companies need to find a reliable way to communicate with their employees. This could involve using a mobile app, a two-way radio system, or a combination of both.

​By finding a reliable way to communicate with their employees, frontline companies can improve the employee experience and boost productivity.

There is a common pitfall in employee experience and engagement: leadership teams run surveys to find out why employee engagement is low, then they implement a top-down plan to improve engagement.

Surveys are a good starting point. They can provide broad, quantitative data to help you focus. However, you should not stop there.

​Spend time with your teams and map out their journey with the company. This will help you identify the touchpoints that are working and the ones that need improvement.

Encourage an Agile mindset within the HR team by promoting adaptability, innovation, and continuous learning.

HR leaders should empower their teams to experiment with new approaches, embrace change, and respond swiftly to evolving business needs.

​Agile HR practices enable HR professionals to navigate uncertainty and drive organisational resilience.

Prioritise your efforts with the “two-factor theory”. This theory divides People Experience into two categories: Foundation Factors and Motivating Factors.

Foundation factors are the basic things that employees need in order to be satisfied with their jobs (pay, working conditions, and relationships with managers).

Motivating factors are the things that employees want in order to be engaged and productive (opportunities for growth and development, recognition for their work, and a sense of purpose in their job).

​Once the foundation factors are in place, motivating factors can be more effectively utilised to inspire and engage employees.

The best way to approach People Experience and engagement transformation is to adopt a mindset of continuous testing and iteration. This means that you should start small, test your ideas, and get feedback from employees.

It is important to track the outcomes of your efforts throughout the People Experience evolution process. This will help you to identify what is working and what is not. It will also help you to make improvements to your efforts over time.

​By adopting a mindset of continuous testing and iteration, you can create a positive People Experience that will benefit both your employees and your company.

We hope you are excited to start your journey to improve the People Experience in your company. This is an ongoing process that will involve the entire business. It is important to be prepared, have a plan, and be willing to adapt as you go.

Remember, the journey to improve the People Experience is just as important as the destination.

​By taking the time to do it right, you will create a more engaged and productive workforce that will help you achieve your business goals.