EX is Everything

Please join me each month as I explore what's shaping work life, culture, and tech — and how to lead through change. You can subscribe on the newsletter main page.

What is EX these days? It’s everything. Of course it still means the total impact that being in a job and working for a particular employer has on an individual employee. But given that the workplace and our definition of how, when, where and why we work is ever-expanding, what we think of as EX needs to expand too. 

EX includes Zoom calls. If your CEO has a Zoom call to tell the workforce they shouldn't whine if they don’t get a bonus this year despite all their hard work, that’s definitely part of EX. It’s going to have a larger impact than just some irritated employees.  

EX isn’t just for knowledge workers. If you’re a deskless worker whose job entails ever-changing shifts and schedules, how much you get to have a say is definitely a part of EX. A recent guest on #WorkTrends pointed out that 50% of deskless workers deal with weekly shift changes — and it can be incredibly difficult to manage their lives around them. Another fun fact: deskless employees often rely on mobile technology (because deskless), so when it’s hard to access on a mobile phone, that can be a major migraine. 

EX, productivity and retention are the three amigos. The correlation with productivity and retention is big: organizations that boost EX for their deskless workers reported 18% higher productivity and reduced turnover by 25-59%.   

What matters most

Everything matters, but some things matter even more. One big issue: the impact of hybrid working and mental wellness on EX. Both came to the fore with the pandemic, and both are increasing in importance when it comes to not just EX, but productivity and retention as well. Interestingly, they combine in an important concept: the belonging tax.  

Don’t take belonging for granted

Despite many organizations planning to bring people back to work, it’s not necessarily as big a trend as we might think. As McKinsey reports, pre-pandemic, employers expected employees to be in the office at least 80% of the time. But now, 90% of organizations are embracing hybrid work. 

In this sea-change, however, are some potential issues, including the belonging tax. This is a term everyone should know. It means the social, emotional and mental toll that working remotely can take on an employee, even in a hybrid workplace that’s managed as such. 

This is where hybrid workplace and mental health intersect — and it’s a serious potential blind spot for HR and managers. Despite being part of an officially (as in, intentionally managed) hybrid workplace, employees can still feel isolated and disconnected from the goings-on. They may wonder if they’re missing out on those everyday experiences of being in the office. They may worry about missing key opportunities for growth and recognition, and wonder if managers are paying the same kind of attention to their work and contributions as to their on-site coworkers. 

A productivity killer

Consider the implications of this if you have a team blending remote and on-site employees. Consider the potential friction and the possibilities for quiet (or not) resentment. Consider, also, the stress and anxiety that a remote worker might feel in this position. None of this is going to help productivity or performance, let alone engagement. Given how closely connected all these factors are, this could have a whole range of negative impacts on your people as well as your business objectives.

Levy a survey

Back to that blind spot: Employers — as in CHROs, HR teams and managers — may not be considering how far away remote employees may feel. There are plenty of ways to increase connection and a sense of community. You may have no idea you’re leaving out those WFHers. Do an anonymized survey to take your team’s pulse. Word the questions carefully and considerately. You may be surprised as to what you find out. Next step: take action.

An impact on hiring

One more implication here: employees may convey that they feel left out — for instance, in employee reviews on a job site where they share the pros and cons. Most of the time, they’re trying to be helpful: if a job seeker wants to work on-site, they may thrive there, whereas someone who wants to be remote may not. 

That’s not what you want, I can assure you. And that’s going to extend into your ability to recruit for your  workforce, no matter what form it takes: many job seekers (particularly Gen Z) assume that hybrid is a possibility no matter where they are. When it comes to DEI initiatives, hybrid work can have an extremely positive impact. At some point, that belonging tax an employee feels could become a hiring tax an employer feels, and it could sting.

A thank you, a question

Before I go I have to thank you for your participation in the first eleven (!)  editions of the Buzz. I’m beyond heartened at your comments and the way this whole community comes alive over the world of work. I’m endlessly inspired by all of you. 

Given the wildly different ways and wheres involved in how we work now, here’s my question: 

Where are you working these days, and do you ever struggle to feel like you belong?

Looking forward to your comments on this one. Let’s keep the conversation going.

If you enjoyed this issue of The Buzz. I invite you to check the TalentCulture #WorkTrends Podcast, where I talk with leading HR experts, innovators, and practitioners about key issues and opportunities we’re facing in the modern world of work.

Best,

-MMB