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4 Tips on Bridging the Voice of the Employee to the Voice of the Customer

4 Tips on Bridging the Voice of the Employee to the Voice of the Customer

In a dearth of worldwide employee engagement, more companies are realising the benefits of articulating the Voice of the Employee in the employee lifecycle. Strategies for determining this voice are now being leveraged alongside Customer Experience’s Voice-of-the-customer in an HR revolution for greater service delivery and profitability.

Ahead of the Employee Experience Forum, we spoke with experts for their tips and experiences in aligning the Voice of the Employee with the Voice of the Customer. Contributing experts include Niall Ryan-Jones, the Head of Employee Experience at Harrods; Alyson Fadil, the Head of People at Missguided, and Piers Robinson, Chief People Officer at Flybe.

The ROI of Social Recognition

The ROI of Social Recognition

The 7 ways it drives business success.

Designing Work Cultures for the Human Era

Designing Work Cultures for the Human Era

HR as a profession is undergoing a profound shift. Once solely focused on how to manage people as disposable resources, the human era is energizing HR leaders to be the culture keepers of their organizations. Every aspect of a company’s culture – from how employees are recognized and developed to how life events are celebrated – is being reimagined to drive greater business impact and bring more humanity to everyone’s experience at work. 

Globoforce® conducts an annual survey in collaboration with the Society for Human Resource Management (SHRM) to elicit trends and insight from HR leaders and practitioners about their top workforce challenges and strategies to help address them.

Bringing More Humanity to Recognition, Performance and Life at Work

Bringing More Humanity to Recognition, Performance and Life at Work

Since Globoforce launched the WorkHuman movement, the concept of working human – bringing more humanity and social connection to the employee experience – continues to gain momentum with forward-thinking HR and business leaders. To add to the growing body of research on the impact of working human on individuals and business outcomes, Globoforce annually surveys fully employed workers in the United States on their attitudes and perspectives on recognition, performance, and life at work.

Think Like an Architect: Putting the 'Experience' Into "Employee Experience"

Think Like an Architect: Putting the 'Experience' Into "Employee Experience"

The best employee programs create an experience, and experiences, like amazing buildings, don’t just happen—they must be masterfully architected. Hear how her team at Charles Schwab leverages an architectural approach to create employee experiences that connect to hearts and minds, accelerate growth, drive engagement, and maximize potential and business results. Some of the best feats of architecture are identified today as cultural touchstones, masterpieces of design. Angela will showcase lessons of architecture and apply them to the world of talent, helping you to understand why thinking holistically and purposefully about building experiences along the employee lifecycle leads to your own masterpieces. Angela Heyroth, Managing Director, Employee Experience at Charles Schwab, presents on: 

  • How to design a great employee development experience that engages across the employee lifecycle
  • Who to consider aligning with and best practices for connecting core partners across the firm
  • What strengths and competencies are needed in professionals who build complex employee programs


Case Study: Nokia's Multifaceted Approach to Sustaining Cultural Cohesion Through Times of Change and Upheaval

Case Study: Nokia's Multifaceted Approach to Sustaining Cultural Cohesion Through Times of Change and Upheaval

After undergoing major changes in the past four years, including the sales of their core mobile phone business to Microsoft—effectively forcing the transition from a B2C to B2B business model—followed by the acquisition of competitor, Alcatel-Lucent, Nokia was at a crossroads. It struggled with the task of uniting two companies, while retaining engagement and meeting aggressive cost synergies. In this past presentation, Chris Colbert, Global Head of Employer Branding and Employee Engagement at Nokia, dives into key elements of Nokia’s change management strategies, including how they:

  • Got employees to think critically about company culture—not as a immutable force but as an opportunity for growth and rejuvenation
  • Facilitated adoption through active feedback loops from key stakeholders, as well as the workforce at large
  • Mobilized multi-channeled internal communications to build awareness of new initiatives, solicit feedback, and sustain commitment in changes


Case Study: How HP Developed It's Culture as a Movement, Not a Mandate

Case Study: How HP Developed It's Culture as a Movement, Not a Mandate

Most organizations have defined “core values” that embody their ethos and their perception of their image, both internally and externally. But it’s often the case that these values are elaborated in a jargon-filled statement that exists only to hang in the breakroom, rarely acknowledged, much less championed by employees. Brought on to help steer the founding of HP, Inc. at the 2015 separation of Hewlett-Packard Co. into two companies, Luciana Duarte and her team worked diligently to preserve for HP, Inc. the aspects of the tech legend’s culture that its employees most admired—especially the HP Way—even as the company reinvented itself. Luciana Duarte, VP & Global Head of Employee Communications, Engagement, and Culture; HP, Inc., and Richard Cordray, Culture Program Manager, HP, Inc. share how they: 

  • Crowd-sourced and co-created cultural intentions for HP Inc. at its launch
  • Set the tone for culture by telling stories on the company’s internal news portal, The Daily Inc.
  • Collaborated on large-scale HR program changes in line with the cultural direction employees wanted
  • Defined and launched a framework to express the culture that HP employees create together every day


Surveys, Action Planning, & More - Staying Agile in Your Engagement Practices

Surveys, Action Planning, & More - Staying Agile in Your Engagement Practices

There’s no doubt that human capital is the heartbeat of an organization. No amount of technological advances or financial acumen can offset an unfulfilled and disengaged workforce. In the absence of a “data ticker”, how do you accurately gauge your engagement levels? Whether you choose to approach this problem qualitatively and quantitatively, you can benefit from applying Agile principles and practices to your efforts. This workshop serves as both a theoretical and a practical overview of the application of Agile principles to your employee engagement efforts, with a non-exclusive focus on the employee engagement survey. Sam Young, Global Employee Engagement Lead, Avanade; and Victoria Blanshteyn, Employee Sentiments and Insights Program Manager, Chevron, share:

  • How to use Agile principles to design meaningful and dynamic surveys that work within systems constraints
  • Surveys: What, how, and when? Approach metrics with a hypothesis-based outlook
  • Results and scorecard reporting that go beyond descriptive outcomes
  • Linking results to actions: establish mechanisms to enact and track the implementation of those meaningful action


Take Your Employer Brand and Employer Value Proposition to the Next Level

Take Your Employer Brand and Employer Value Proposition to the Next Level

Just as honing in on customer segmentation is key to delivering a customized experience, understanding how your organization’s narrative differs across your target groups—from potential to current to former employees—is critical to building a cohesive employer brand. In this presentation from Sarah Main, Head of Employee Experience, Corporate Social Responsibility, Culture & Diversity at LogMeIn look into a deep dive into both internal and external platforms for communicating your brand and EVP, including how to:

  • Develop a strong and well-defined EVP that compliments the heritage and culture of your organization
  • Incorporate your Employer Brand as a tool to manage perceptions and align employee behavior
  • Leverage applications like Slack, Hipchat, Yammer, Google Hangouts and more to improve internal communications


Top Recommendations for Connecting Employee Engagement with the Customer Experience

Top Recommendations for Connecting Employee Engagement with the Customer Experience

In an absence of worldwide employee engagement, more companies are realizing the benefits of articulating the 'voice of the employee' in the employee lifecycle. Strategies for determining this voice are now being leveraged alongside Customer Experience’s 'voice of the customer' in an HR revolution for greater service delivery and profitability.

Ahead of the Summit, we spoke with experts for their tips and experiences in aligning the voice of the employee with the voice of the customer. Contributing experts include Niall Ryan-Jones, the Head of Employee Experience at Harrods; Alyson Fadil, the Head of People at Missguided, and Piers Robinson, Chief People Officer at Flybe.

EX Impact Past Presentations

EX Impact Past Presentations

In preparation for the EX Impact Fall Summit, taking place September 24 - 26 in San Diego, we wanted to exclusively share these past presentations with you. Below you will find expert content on: 

  • Think Like an Architect: Putting the 'Experience' Into "Employee Experience"
  • Case Study: Nokia's Multifaceted Approach to Sustaining Cultural Cohesion Through Times of Change and Upheaval 
  • Case Study: How HP Developed It's Culture as a Movement, Not a Mandate
  • Surveys, Action Planning, & More - Staying Agile in Your Engagement Practices 
  • Take Your Employer Brand and Employer Value Proposition to the Next Level 

Mapping Out The Employee Journey

Mapping Out The Employee Journey

The lifeblood of the organisation is the employee, making employee journey-mapping a crucial part of the HR toolset. You can take the employee experience journey on your own terms with this zoom-able and interactive Prezi presentation. With real world examples and data featuring engagement, the Employee Journey prezi will take you from the candidate stage, to their onboarding, training, and upwards to their promotion or exit interview. An employee's journey through an organisation can enhance their engagement, loyalty and brand delivery. Be with them on their journey, today.

To receive this piece via email, please contact us at enquiry@iqpc.com with title listed in the subject line.


Join us at EX Impact this September 24 - 26 in San Diego, CA!