Using Workforce Analytics for Employee Experience Effectiveness

Pundits have identified Employee Experience (EX) as one of the top priorities for HR. A lot of the science and art of EX is based on the Customer Experience (CX) approach, which makes extensive use of data to understand the customer and identify their needs and aspirations.

Workforce/people data has been notoriously siloed (in HRMS, CRM, Intranets, etc.) and are often unreliable and outdated. Is it possible to achieve good Employee Experience when Workforce/people data is not up to scratch?

We recently surveyed HR, and EX professionals about their thoughts on this conundrum and the survey results are discussed below.

Survey Results

Analysis - There is recognition that data privacy and security requirements limit the quality and quantity of people data that can be collected. People data can be classified into two groups:

• Stable Data - Data that is largely supplied by the employee e.g personal details or recorded data as part of HR processes e.g performance management, personal details etc, that remains fairly static. This data is usually stored in HR systems.
• Tracking Data - This is data about the day to day activities of employees as part of their work. Examples include visit to SharePoint sites, accessing CRM etc. Tracking data provides the richness required for Employee Experience design. However the collection of tracking data is becoming increasingly challenging given the need to respect privacy.

Analysis - It is no surprise that only 27% consider the quality of HR data to be Above Average or Good. HR data has never quite lived up to its promise and in many organisations even the most basic data is a challenge to collect and more importantly keep up to date. As a result a HR analytics professionals spend a lot of time extrapolating and mashing up data to gain useful insights.

Analysis - 47% indicated that HR Analytics and data is not being used to improve EX. Another 21% indicated that there was scope for improvement. The unreliability of HR data may be contributing its ineffective use for EX.

Analysis - 37 % indicated the HR Data/Analytics can be used to prioritize EX efforts. While 30% indicated it could be used to know your workforce better.

Conclusion

Although the survey had a small sample, it provided us with some valuable pointers on the challenges and opportunities for the use of HR/People Data for Better EX. We intend to take an in-depth look at the fundamentals of Employee Experience and encourage you to follow us or join our mailing list to keep up to date.

We will be talking to a panel of EX experts and practitioners on how Analytics can best contribute to EX - including top priority recommendations for action. Join us on 17 Sep.

Register : https://bit.ly/exwebinar6

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