The Rise of Employee Experience for Frontline Employees: Why & What's Next

Prioritizing employee experience (EX) has become a crucial aspect of creating a positive and engaging work environment.  While the concept of employee experience is not new, only recently there has been a significant shift in focus towards enhancing the experiences of frontline employees. 

So where do we begin with understanding the  driving factors behind the demand for a reevaluation of our approach to frontline employee experience? And what role does internal communication play in this shift?

Trends contributing to the rise of Employee Experience for frontline employees

  1. The shifting work landscape. Today's workforce is more mobile and dispersed, with employees seeking greater flexibility and autonomy.  As a result, companies need to be able to provide versatile tools and platforms that can support employees regardless of their location. 
  2. A new era of  the digital workplace is here to stay. According to a  Harvard Business Review survey -  86% of the respondents say that frontline workers need better technology, while 46%  of frontline employees believe their organization does not invest enough in communication technology. Employees now expect access to tools and technologies that are intuitive and user-friendly, similar to what they experience in their personal lives. This means that companies need to invest in digital solutions that are engaging and easy to use, enhancing the overall employee experience.
  3. Ever-growing importance of employee engagement.  In organizations worldwide, 77% of the workforce remains disengaged, which poses a substantial threat to productivity, profitability, and overall success. 
  4. The need to ensure employee well-being.  Workplace stress stands out as one of the primary factors that adversely affect individuals' mental well-being, with up to 83% of employees in the US suffering from work-related stress. 

“In today's world, the Employee Experience has ascended to unprecedented importance. Employers now understand far more than they did a decade ago, the significance of nurturing a positive and engaging work environment. This is especially true for our frontline employees - the heart and pulse of businesses. As our workplaces evolve, so does our recognition that our most valuable assets are the people who stand at the forefront, representing our values and delivering our promises to customers.”

Patrick van der Mijl, CEO & Founder at Speakap 


The result?  A new frontline employee experience model

In response to these trends, it is clear that the approach to employee experience especially for frontline employees demands urgent attention.   Thus, the emergence of a new, more modern model of frontline employee experience at the core of which are three principles: autonomy, flexibility, and a sense of belonging. Rise of Employee Experience - article

These principles are central to crafting a frontline employee experience that aligns with the organization's objectives and caters to the specific needs of its workforce. Ultimately leading to  a well-designed frontline employee experience.

Where do internal communications fit within the new frontline experience model?

Internal communication plays a significant role in each component of the new EX (Employee Experience) model:

  • Autonomy: Internal communication empowers employees by providing them with the necessary information and resources at the right time. Moreover, the more open and transparent the communication, the more you foster a culture of trust, allowing employees to take ownership of their work and make decisions that align with the company's objectives. For example, recent research  shows  that millennials are over 22x more likely to stay with a company that cultivates high levels of trust in the workplace.
  • Belonging: Internal communication plays a crucial role in creating a sense of belonging within the organization. Regular communication channels, such as team meetings, newsletters, or digital platforms, help employees stay connected and informed about company news, updates, and initiatives. Through encouraging open dialogue and creating opportunities for collaboration, internal communication fosters a sense of community and inclusivity, making employees feel valued and part of a larger purpose. Research by Deloitte  has shown that when the sense of belonging improves, job performance increases 56%,  turnover risk reduces by 50%, and sick days decrease by 75%.
  • Flexibility: Effective internal communication is essential to support flexibility as it enables employees to stay updated on changes in policies, procedures, and work arrangements. Clear and timely communication ensures that employees understand the expectations and guidelines for flexible work options, such as remote work or flexible hours. 

Employee Experience Platform (EXP): seamless internal communication for an excellent employee experience 

To meet the demands of this evolving landscape and reap the many benefits good EX can bring, organizations are embracing Employee Experience Platforms (EXPs).

6 reasons why companies are choosing to use Employee Experience Platforms

  1. Mobile accessibility: EXPs are typically designed with mobile access in mind, allowing frontline employees to access vital information, collaborate, and provide feedback on the go.
  2. Personalized experience: EXPs can tailor content and experiences to individual employees, making the interaction more relevant and engaging.
  3. Real-time vs asynchronous communication: These platforms enable efficient communication between management and frontline staff, whether it be real-time or asynchronous, fostering a sense of belonging and teamwork.
  4. Feedback and recognition: EXPs facilitate real-time feedback and recognition, which can boost employee morale and motivation.
  5. Training and development: With EXPs, employees can access training resources and track their own development, empowering them to grow within the organization.
  6. Self-service tools: Offering self-service options reduces administrative tasks for frontline employees, enabling them to focus on their core responsibilities.

What's next?

With the rise of importance placed on EX, employee experience platforms have the potential to revolutionize the way that you  interact with your  frontline workers. By providing employees with a personalized and engaging experience, employee experience platforms can help to improve employee morale, productivity, and retention. 

Ultimately, setting you and your organization up for success in the long run. 

After all: happy employees = happy customers.

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