Employee Experience - at the heart of your HR Transformation journey

19 December 2019

“Customers will never love a company until its employees love it first” 1
Simon Sinek, author and business thinker

People are an organisation’s biggest asset. A workforce that is therefore disengaged or insufficiently skilled will always impede growth and performance. In fact, according to Gallup around $500bn is lost per year from actively disengaged employees in the US alone.2 And so employee experience must be at the heart of any successful business.

Experience makes you a more profitable business

Happy employees make happy customers
A recent PwC US survey found that customers feel companies have lost their human touch, with three quarters wanting more human interaction. It found that customers are willing to spend a huge 16% more on a product for a great customer experience. So a happy workforce results in happy customers. These customers then become more loyal to the brand which enables a more positive reputation in the market. In fact, we found companies with happy employees showed a 2.5-fold increase in revenues.

Great people value great experiences.
It’s no surprise that organisations with great Employee Experience are more likely to attract the brightest and most innovative applicants. And so it really can differentiate a company in the market when it comes to attracting and retaining talent. In fact, our latest CEO Survey found that over half of CEOs feel that lack of availability of key talent impacts their ability to innovate effectively and 44% feel that this has impacted growth. So having happy employees really is as important as ever.


HR’s role in creating a great Employee Experience

HR must be at the forefront of developing a great employee experience, from the very first point of contact in the recruitment process to creating an engaged workforce. But what does this mean?

Design for your people, with your people.
We don’t just mean doing an annual survey. Ask your people to participate in the design of new products or programmes of your HR function. According to a recent Forrester report, an organisation can achieve an 85% ROI on business investments and transformation programmes by applying citizen-led design thinking.3

Experiment and learn, with data.
Test ideas with your people and gather insights on technology and new ways of working. People are always excited to be part of something innovative, and it gives you real data to inform investment decisions and design solutions that will have a greater chance of success.

Strike a new deal with the business.
Own the design and delivery of people experience to create value for the business in ways HR has not done before. This can be identifying ROI triggers for big projects by prioritising what matters most to the business, using data about your people and organisation.


Talk to us about your employee experience. We have a new platform that blends data and human design to help you embed experience into how you design technology, processes and other transformation priorities, to drive greater impact and ROI for you.


1 https://simonsinek.com/about/simon-sinek?ref=mainNav
2 https://news.gallup.com/businessjournal/162953/tackle-employees-stagnating-engagement.aspx
3 https://www.forbes.com/sites/forrester/2019/07/01/design-thinking-can-deliver-an-roi-of-85-or-greater/#6e5597483a99

Prasun Shah

Prasun Shah | Partner, PwC United Kingdom
Profile | Email | +44 (0)7483 365055

More articles by Prasun Shah

Nandini Das

Nandini Das | Senior Manager - People and Organisation, PwC United Kingdom
Profile | Email | +44 (0)7753 460224

More articles by Nandini Das



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