Experience Management (EM) is CHRO's entry ticket to the elite club of CXOs for the coveted top table!-Thanks to Qualtrics and Perceptyx

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Perceptyx - Employee Surveys, Consultation & People Analytics

I have been an ardent advocate of the firms like Perceptyx and Qualtrics for their sheer abilities to be serious players in the EX, CX and WX areas. Their team of researchers are subject matter experts are Ph.Ds.' and hold other degrees in Data and Decision Science besides Business Psychology and other Psychology areas at play at workplaces. 

Strategy or Execution, the taste of the pudding is in employee performance. Employee performance draws its intrinsic motivation from how they experience organization, relationships, leadership and policies backing them. 

CX has been a consistent focus area for businesses, as customer listening and keeping customer feedback/experience (CX) closest to building and correcting business strategy has been a BAU proposition. 

The rise of EX and WX (Perceptyx prefers to call it Worker Experience at times) has been as a factor to keep attrition at the lowest, attract and retain the best talent and making their say count in improving operations or strategy or other key enabling factors to business outcomes.

This journey started with Employee Grievances management (Hygiene factors, not accelerators but barriers removal for sure) to Employee Engagement to EX/WX, employees have become key to business success as not just human resources but also as partners in business decision-making! Activation of EE from EX/WX insights are some very rich discoveries that firms like Perceptyx and Qualtrics have done in very close association with McKinsey and other management consulting firms, who gave shout out to the EX/Employee Listening. Factors like Great Resignation, Quiet Quitting, Covid inflected remote /Hybrid work teams impacted how knowledge workers and places of high comraderies, collaboration and engagement, relationships and experiences worked earlier in a huddle vs now partly or fully virtually. DEIB too influenced the listening besides, how culturally companies in Singapore behaved vs Brazil and Japan and how and how much they learnt from the Employee Listening and what actions they activated on fronts of Business strategy, learning strategy, operations or simply culture realignments as nudged by the EX-insights. 

In above picture Dr.Cecelia Herbert makes a few strikingly valid points, and they are filters that shall be built into all EX-programs (Listening, Merging, Insights building to Activation on all fronts). 

When she says, Employees are already speaking up, she means, survey or Glassdoor or Reddit, etc., feedback are not the universal platforms alone, rather we are closest to the real-time feedback if we listen and relate to what is being told in a certain context of work-life or business strategies. Deep listening is like the refined filter mechanism that does scientific listening as collecting high value data for further data warehousing and analytics. Code to EE and Business Outcomes emanate from what employees are speaking on and about. Review/community platforms like Glassdoor and Reddit are designed to capture EE in a certain format. Data there is of high quality and importance, and they must be captured to build a Big Data warehouse, before we do analysis and modeling and reporting and insights building or writing Call To Action (CTA)/Activation plans as discussed in below passages.  

In above picture we can see a culture element as we know Singapore is a compliance driven market and culturally, run by rules and partly leader centric organizations and so bit top-down! In contrast, Brazil is an emerging economy with political and business VUCA etc. so people are becoming important and are vocal. Another factor of culture as Brazil is a vocal society. Singapore was least affected by Covid, despite being closest to the epicenter!  

Above 6-point strategy is built to keep program of Experience Management/“Employee Voice,” focused to help the two parties: employees and Business. It involves various strategies and operations as factors to tie back EX. 

EM as a strategy is built to derive value through expertise and involvement into the data capture through programs, partnerships, systems led and outside of the firm data. Enlightening is the most crucial stage that is test of EM. Responding is a set of bold actions in the open after accepting the linkages of feedback to Strategy, Execution, Policies and relationships. Responding stage feeds plans into various functions of business and Disruption

Above 4 stages are commitments to ring sustaining value through EM initiatives. These are Activation engines enabling acceleration into the system, while curbing the barriers to EX and Business Outcomes. 

Conclusion: Experience Management has emerged as a scientific function and firms like Perceptyx and Qualtrics have provides platforms to consulting to building insights for those who wanted to leverage the power of EM. 

EM is CHRO's NEW entry ticket to the elite club of CXOs on the coveted top table! 

Must Read Article by Josh Bersin where he talks about Perceptyx and its acquisition of Waggl (Now Dialogue from Perceptyx (formerly Waggl): Overview | LinkedIn) and also about many unique features that Perceptyx offers. 

Waggl is now Dialogue from Perceptyx

Only Competitor of Waggl is medallia.com/products/ideas/?utm_campaign=crowdicitymerger

BACKGROUND--Workday Throws Down The Gauntlet On Employee Engagement: Acquisition of Peakon – JOSH BERSIN--: The market for employee listening platforms is hot. Jan 2021 Qualtrics, which SAP acquired for $8 Billion in 2018, is going public with a valuation of over $20 Billion. Glint was acquired by LinkedIn for around $500M in late 2018, and companies like Perceptyx, Medallia, SurveyMonkey, Gallup, UKG, and Towers Watson all sell more than $3 billion of software into this space. (Qualtrics total revenue, including EX and CX, is $723M annually and growing at 36% year over year).

Workday Peakon Employee Voice: Overview | LinkedIn

On January 28, 2021, Workday acquired Peakon for $700 million. Peakon is a Danish human resources (HR) startup that provides employee feedback software. The company's automated platform collects, analyzes, and delivers feedback.