NEW APPROACHES IN HRM

14 onsite foosball tables, climbing walls or artisanal coffee. It’s about giving employees a set of options that will help them achieve their full potential and drive business value. To create an EX that inspires workers to bring their best to the job every day, companies should consider three insights from CX. As with CX, hyper-personalization is the hallmark of any successful EX strategy. Delivering targeted experiences for employees involves segmenting the workforce into clusters that share important characteristics. Historically, companies based such segmentations on a limited view of demographic factors. Today’s workforces are more complex than ever. They are made up of multiple types of workers — from traditional full-time and part-time employees to contractors and freelancers. The extended workforce also comprises multiple generations, and represents different locations or regions of the world. While EX must address these distinctions, it is a mistake for companies to assume that every type of worker or every generation of employee wants the same experiences. What they all want, however, is a choice in how, when and where they work. Offering the right experiential choices requires that companies do three things. The first is to accept the premise that workers know the type of experiences that will boost their engagement and productivity. The second involves delving deeper than demographics alone - using techniques like sophisticated analytics or social listening - to un derstand individuals’ needs, preferences, attitudes, intentions and motivations. Accenture Strategy research finds that just a third of companies (34%) monitor external sites like Glassdoor or Kununu to understand employee perceptions. Mining these insights, in turn, informs workforce segmentation strategies, as well as the delivery of tailored experiences. And third, companies need to invest in technologies that bring the desired experiences to life. Such technologies enable simple, easy and intuitive processes and a host of new solutions. Accenture Strategy research shows that many companies are already using or piloting a range of technologies, including internal collaboration tools (85%), predictive employee services technologies that anticipate employee needs (83%) and self- service apps that create consumer-like experiences (79%). With these types of tools in place, companies can cost effectively drive personalization at scale. To deliver superior CX, companies aim to capitalize on customers’ „ Moments of Truth” . In the world of EX, it’s about „ Moments that Matter ” . Most companies address Moments that Matter with a decades-old, top-down approach. This paradigm is based on treating workers alike and having HR serve as the primary conduit to a standard set of work-related experiences, including recruiting, on boarding, training, promotion and retirement. While this one-size-fits-all model has served the field of talent management for years, it is inadequate for a workforce