The world of work has changed, forever. Employees today have more clarity on what they want and how they want it, when it comes to their career trajectory. But do employers read between the lines? More often than not, organisations misunderstand that if employees are engaged they are committed.

In recent times, organisations have become increasingly aware of the importance of employee experience (EX) and its significant link to overall business performance. But despite this, many employers still struggle to address the gaps in EX that their employees continually highlight. 

In a compelling conversation between People Matters CEO and Co-Founder Pushkar Bidwai and Lauren Huntington, Solution Strategy Leader at Qualtrics, the latter shares critical insights into the current state of employee experience and what organisations can do to bridge the gap between employee expectations and actual experiences.

Lauren asserts that the disparity between investment in employee experience versus customer experience is “significant.” Often, organisations allocate more resources to enhance customer experience (CX) while neglecting the critical need for a positive EX. This imbalance is not only counterproductive but also reflects a fundamental misunderstanding of employee experience. 

“I think we misunderstand because we've been inculcated with this idea that if you're engaged you're committed and we're struggling with this (young) generation having this juxtaposition of being engaged but not necessarily having that intention to stay with organisations,” expresses Lauren.

Despite the concept of employee experience emerging as a crucial pillar in achieving organisational success, many organisations still treat EX as an afterthought compared to CX. In this exclusive podcast with People Matters, Lauren speaks about how employees are voicing their concerns—advocating for a shift in how organisations approach their experiences.

“People want careers by design not by default,” says Lauren Huntington, Solution Strategy Leader at Qualtrics. 

Lauren calls for acknowledging the change and understanding what employees of today really want. She says people today think about their careers differently, they are looking for safe spaces to innovate, fail and try. “They want the opportunity to be able to figure out how they can integrate their whole selves into that organisational system where it can really unleash their potential,” she adds.

Lauren calls out the “rigid” organisational structures that are not allowing for this “next evolution” that the next generation is demanding. 

Employers, she feels, must adapt their strategies by focusing on data-driven approaches to understand the unique needs and behaviors of new entrants like Genz. This means moving past stereotypes and engaging in open dialogue to create environments where employees feel heard and valued. She emphasises on more frequent and deep “listening” so that employees actually feel that their voices are heard and these are not checkbox exercises within the organisation. 

The episode with Lauren explores challenges surrounding employee experience by analysing the disparities in investment in EX vs CX, the generational shifts influencing expectations, the essential role of listening and the integration of technology in understanding employee sentiments. 

For more insights from the conversation watch the full episode on People Matters Youtube channel. 

Stay tuned to our new podcast series to explore stories that explore the limitless potential of human talent—the creativity, innovation, and leadership that drive organisations forward.

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