7 Ways to Improve EX and Drive Better Business Outcomes

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Today, HR leaders face a myriad of unprecedented challenges when it comes to their workforce. Between widening IT and AI skills gaps , the ups and downs of hybrid work , and stagnating employee engagement — to name just a few — today’s workplace leaders are juggling a lot to keep their employees satisfied and thriving.

This is all happening against the backdrop of a complicated and uncertain labor market. This month’s US jobs report showed that 272,000 jobs were added in May, significantly more than the 190,000 that economists forecast. However, we also saw unemployment tick above 4% —the highest it’s been in over 2 years — signaling that while job growth was strong last month, it’s cooling overall.

With quit rates down and more workers staying put in their current roles, it’s crucial that workplace leaders consider how they’re investing in employee experience over the long term. A positive employee experience is not only good for workers, it’s good for customers — and in turn, a company’s bottom line.

Research has shown a clear link between employee experience (EX) and customer experience (CX), confirming that happy workers make happy customers. This link may be obvious — satisfied, motivated, and fulfilled employees are more likely to show up for their company’s customers and clients. However, the path there is not always straightforward, and HR leaders often bear the burden of ensuring good CX by cultivating good EX. 

And so what makes a good EX? It tends to be rooted in fulfilling employees’ most foundational, basic, and personal needs — paying them a living wage, investing in their career development, and ensuring work-life balance, strong benefits, and overall well-being. When employers’ priorities align with those of their employees, companies see reduced turnover, higher employee engagement, and increased productivity. 

It goes without saying that this then leads to better experiences for customers, something that can directly translate to better business outcomes. Research demonstrates a direct relationship between employee engagement and business performance. In other words, investments in employees are not only a “nice-to-have” but a “need-to-have.”

A new study from isolved shows that employees and employers alike are well aware of this link. In fact, 90% of full-time employees in the U.S. say that the experience they have as employees directly impacts the experience they provide to customers. HR leaders also see the importance of EX in driving overall business outcomes, with 91% saying it is a priority for their company.

"Achieving long-term success hinges on balancing your business needs with those of your employees," stated Celia Fleischaker, CMO at isolved. "Enhancing employee experiences begins with investing in advanced HCM technology, which aids in talent retention, inclusivity promotion, and productivity and engagement improvement. With the right foundation, you can prioritize creating exceptional employee experiences that translate into outstanding customer experiences."   

In its report, isolved notes that many of the steps employers can take to foster engagement — like providing competitive wages, eliminating payroll errors, and providing frictionless benefits — are essential for both recruitment and retention. And with many employees staying at their companies, these investments are crucial to ensuring that employees don’t just stay, but stay engaged.

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