Quantifying the return on employee experience

By Melissa Swisher
In today’s workplace, we’re interested in seeing the return on employee experience, and at Simpplr, we’re interested in evolving the employee experience to include all workers. That’s because every new idea, every completed task, and every ounce of sweat contributes to the success of the organization that worker supports – whether it’s their own or someone else’s. And ultimately, our outcomes are only as good as the experience that went into them.

Employee experience has been bandied about for years, hitting a fever pitch as organizations struggled to navigate the COVID-19 pandemic – turned Great Resignation — turned whatever’s happening now. However, reflecting on employee experience, it’s not only about providing positive engagements at the moment that matter but also using technologies like artificial intelligence (AI) automation to reduce the administrative burden and support productivity.

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Maximizing return on experience (ROX)

In 2001, IDC found that knowledge workers spend about 2.5 hours a day, or roughly 30% of the work week, searching for information. In more than 20 years, little has changed, and if we assume an average yearly salary of $80,000, the inability to find and retrieve documents costs an organization (that employs 1,000 workers) roughly $25 million per year.

That’s a lot of money and a lot of wasted employee experience. It’s no surprise that organizations see measurable results by making things easier for the workforce.

What can that look like?

  • 80% reduction of Tier 0 call center volume
  • 5X increase in employee adoption of ServiceNow and Workday
  • Exponential impact on employee experiences akin to consumer experiences
Return on experience (ROX) considers all workers, recognizing their unique experiences.

Organizations need smart, customizable solutions that connect different systems, making tasks easier for everyone. Without this, the whole idea of ROX loses meaning and becomes nothing more than an internal marketing effort.

Considering what researchers and analysts tell us about the “new” future of work, it’s clear that the impact of 2020 and 2021 is still unfolding. The era of the hybrid workforce remains nascent, and work-life relations continue to evolve. Technology is part of the team now. Priorities are shifting, as are workforce classifications. But one thing is for sure: We can’t go back, only forward, making it time to expand our horizons and embrace a whole new experience – a workforce experience.

How Simpplr can help

By unifying employee engagement, enablement and services using cutting-edge AI, Simpplr’s vision is to deliver a seamless and personalized work journey for every employee, no matter where or how they work. Request a demo to see how Simpplr’s Virtual Assistant can help you revolutionize employee self-service with AI-powered workflows and assistance.

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