Today, most big companies have an EX team or owner, and this person is both a designer and service delivery leader. They no longer want to buy dozens of tools and apps; they want a “system” to work with, a real pla琀昀orm that brings all these solu琀椀ons together. As with every other market in HR, this market has shi昀琀ed from that of “tools” to that of “pla琀昀orms,” and that’s why big vendors like ServiceNow, Microso昀琀, and others have entered the market. What Domains Should EX Cover? 4 We recently completed a major study of employee experience around the world and uncovered that companies take this on in stages (see Figure 3). Organiza琀椀ons start with basic transac琀椀on and produc琀椀vity issues, and then grow to EX solu琀椀ons in career management, wellbeing, and local and global team management. Figure 3: Four Stages in the Employee Experience Evolu琀椀on EX Stage Focus Area and Organiza琀椀onal Strategy Stage 1: Focus on employee • Create an improved employee portal. produc琀椀vity, search, informa琀椀on, and • Implement case management and knowledge management. efficiency. • Deploy chatbots and self-service, including benefits, open enrollment, and other lifecycle events. • HR, IT, payroll, and benefits are involved. Challenge: making an employee interface easy. Stage 2: Focus on culture, growth, • Design programs for onboarding, employee transi琀椀ons, benefits, leave, learning, performance management, feedback, and growth. wellbeing, and engagement. • Organiza琀椀on design, L&D, DEI, and other leaders are now involved. Challenge: building culture, connec琀椀on, and growth. Stage 3: Focus on global integra琀椀on • Design journeys and global standards for complex employee programs. while also mee琀椀ng local needs. • Implement standardized offerings for hybrid work, vaca琀椀on, family leave, and many local implementa琀椀ons that vary by country or team. • Global cross-func琀椀onal teams are involved and own processes. Challenge: giving managers and local leaders access to EX tools and decisions. Stage 4: Focus on infrastructure, scale, • Make strategic decisions about what EX pla琀昀orms to use. and con琀椀nuous improvement. • Possibly replace or supplement many of the backend HR systems with an EX frontend “orchestra琀椀on pla琀昀orm.” • IT, digital transforma琀椀on teams, HR opera琀椀ons, and HR business partners are involved. Challenge: crea琀椀ng global alignment between local businesses and global service centers. Source: The Josh Bersin Company, 2022 4 The De昀椀ni琀椀ve Guide: Employee Experience, Josh Bersin and Kathi Enderes, PhD/The Josh Bersin Company, 2022. The Rise of the Employee Experience Pla琀昀orm: Essen琀椀al to Business Success | Copyright © 2022 The Josh Bersin Company 4 All rights reserved. Not for distribu琀椀on. Licensed material.