Customer experience and employee experience are now
two of the driving forces of business. Independently, each function leads
to valuable relationships with customers and employees. But when CX and EX are
managed together, they create a unique, sustainable competitive
advantage. Companies should consider integrating the two disciplines and
installing a Chief Experience Officer to lead the combined effort across the
entire organization.
Out of that Chief employee Experience officer (CEXO) has
become the one side of experience equation. That means, both CX & EX create
the entire experience part of the business or organization. As per the (Yohn, 2019) whole process of interactions an employee
has with the organization, from recruitment to termination/exit, is the
employee experience. This has significant impact on business performance.
(Mahadevan
& Schmitz, 2020) says EX is a new vehicle for HR's ongoing struggle for legitimacy.
By repositioning HR managers as “EX-designers,” it promises to integrate the
previously conflicting roles of HR as advocate of the individual employee and as strategic partner on the organizational
level.
Does CEEXO is differ from HR head ?
EX involves far more than human
resources functions, including facilities, internal communications, IT, and
even corporate social responsibility. And also related with grievance handling
and welfare caring. Therefore the EX is more than HRM. Most of the
organizations have appointed a NON-HR person for this particular position in
order to retain the independence of the position and quality assurance.
In Local Context.
A renowned & leading private sector
commercial bank in Sri lanka, the Hatton National Bank PLC (HNB) has appointed
the chief employee experience officer. This Non-HR corporate management level
staff member overlook the employee experience functions apart form his formal
duties. Appointing a CEXO is
part of a clear strategy from the Bank to take HNB’s employee brand to even
greater heights. His responsibility to listen to the voices of the employees
and to pave the way for a constructive dialogue that in turn facilitates
meaningful action that would usher in greater sense of fulfillment and team
identity (HNB Appoints New Chief Employee Experience Officer and
Customer Experience Officer | Daily FT, n.d.).
Global
Context.
IBM is a cognitive solutions and
cloud platform company that leverages the power of innovation, data, and
expertise to improve business and society.as per the research finding by IBM ,outcomes
related to the employee experience from the individual to the organizational
level, that organizations providing a positive employee experience performing
well with ROA & ROS. Hence the IBM has aligned with the similar model of
CEXO and experiencing the advantages. (The Financial Impact of a Positive Employee Experience Background
to Employee Experience, n.d.)
Functions of CEEXO.
Conclusion.
The CX & EX are the equation
of the organization which lead to the ultimate success. The emerging trend of
HR has made Chief Human Resources officer into Chief employee experience
officer. As researches highlighted over the years the EX has a positive impact toward
the ROA & ROS of the organization. Further the CEXO has become the most
finest person to handle HR functions beyond the HR perspective. Finally, CEXO
does very well in both local and global context and showed significant increase
of HR quality.
Reference.
HNB appoints new Chief Employee Experience Officer and
Customer Experience Officer | Daily FT. (n.d.).
Retrieved July 31, 2021, from
https://www.ft.lk/Financial-Services/hnb-appoints-new-chief-employee-experience-officer-and-customer-experience-officer/42-603955
Mahadevan, J., & Schmitz, A. P. (2020). HRM as an ongoing
struggle for legitimacy: A critical discourse analysis of HR managers as “employee-experience
designers.” Baltic Journal of Management, 15(4), 515–532.
https://doi.org/10.1108/BJM-10-2018-0368
The Financial Impact of a Positive Employee Experience 2 The
Financial Impact of a Positive Employee Experience Background to employee
experience. (n.d.).
Who Should Own The Employee Experience? (n.d.). Retrieved July 31, 2021, from
https://www.forbes.com/sites/jacobmorgan/2016/04/07/who-should-own-the-employee-experience/
Why you need a “Chief Employee Experience Officer”: 80% of
Canadian employees feel employer’s duty includes keeping them healthy - Pivotal
Integrated HR Solutions. (n.d.). Retrieved
July 31, 2021, from
https://www.pivotalsolutions.com/why-you-need-a-chief-employee-experience-officer-80-of-canadian-employees-feel-employers-duty-includes-keeping-them-healthy/
Yohn, D. L. (2019). Why Every Company Needs a Chief
Experience Officer.
Posts
With the current competitive market conditions people become the highest valuable assets and competitive advantage to an organization. Therefore, organization look to invest more in employee engagement and workplace experience the role of the CEEO has risen to address this. CEEO are similar to an CMO except the customers in this case are the organization's employees. The CEEO can oversee a workplace experience team and is meant to advocate for the employee in executive level discussions.
ReplyDeleteThank you for your addings.
DeleteHi Oshasha,
ReplyDeleteAs you mentioned in this blog it's very important to have CX and EX in an organization. The organization's stability and growth will depend on the behavior and retention of the employees. In apparel sector also have the same approach on this and we call ERO ( Employee relationship officer ), With this ERO concept will positively impact on leave plan and reduce unauthorized absenteeism. Frequently connecting ERO with employees will positively impact grievances handling and retention.
Agreed Pradeep. Thank you for your valuable ideas and comments
DeleteNice post oshada good effort. You have presented nicely with global and local practices. The Chief Employee Experience Officer role, with its emphasis on internal customer service, cross-functional work, and technology, can be a strategic resource for an organization looking to differentiate itself in a competitive market.
ReplyDeleteThanks for sharing
Thank you for your valuable ideas and comments
DeleteOshada , This is amazing concept. Thank you so much so sharing this new info. I don’t think apart from HNB and very few other companies , any local organizations even aware of this designation. In order to get an independent evaluation about EX there should be a non HR senior manager . We should discuss this topic for frequent. Great article.
ReplyDeleteWell said Tharindu, this practice should be adapted by every organisation to have a proper and independent flow of HR. importantly, the employee should have an alternative apart from HR in the entity.
DeleteOshada, innovative writing. Employees are most valuable asset to the all the companies. This CEEXO role, more focus on employees. It will increase the trust and transparency among the employees as well.
ReplyDeleteAgreed Pradeep. Thank you
DeleteHi Oshadha,Thank you for sharing these type of new concepts with us.As a result of Developing a great employee experience officer is leading staff to feeling happier, more productive, and motivated. It can have an amazing impact on your business through increased productivity. A team who are motivated are likely to engage more with their work, and provide better results.
ReplyDeleteAgreed Wathsala, Thank you for your feedback
DeleteAn interesting and new concept Oshada. Well written.Most HR professionals believe that Employee Experience Journey is a complex journey as it is not easy to align organizational systems, employee mindset and environment to drive a positive employee experience.
ReplyDeleteEmployee experience is easier as it involves making employees feel included in the organization, feel motivated, have their personal purpose aligned to the organizational purpose and most importantly create happiness. Thankyou for sharing.
Thank you Rukmali.
DeleteThank you for sharing this new concept Oshada. CEEO concept will result in increasing the employee satisfaction and motivating them. The employee loyalty and efficiency will also increase accordingly. As the organizations take employees as their most important resource, I feel organizations must implement this strategy often.
ReplyDeleteThank you Gangani for your valuable adding.
DeleteHi Oshada,March 12, 2018 A growing number of organizations suddenly are into employee experience. They’re discarding the stiff, outdated term human resources and many have even replaced chief human resources officer with chief employee experience officer.
ReplyDeleteWith a simple norm, "Employees come first. If you take care of your employees, they will take care of the clients“. Yes obviously the both Customer experience and employee experience have a link and plays a major role in creating a satisfied and motivated workforce, which has the direct impact on productivity and achieving organization goals. Worth to read.
ReplyDeleteThe importance of human resources has increased dramatically in recent years, as talent has risen to become a top priority and one of a company's most valuable assets. This CEEXO position places a greater focus on employees. It will also increase employee trust and transparency, which will be beneficial to the company.
ReplyDeleteA CEEO's functions and responsibilities could be critical to increasing efficiency and attracting top personnel to your firm. It is also not some flimsy attempt to plan workplace parties, activities, and rewards, though they can be included as part of a larger program. Flexible work hours, guaranteeing organizational integrity, promoting and rewarding high performance, and developing a team environment, rather than a competitive environment, are the major touchpoints for a CEEO.
ReplyDeleteEmployees are real asset to any organization and an appointment of CEEO is vital as you clearly explained as they overtake the role of HR and beyond. In the local context, HNB has appointed CEEO to its corporate management and the main duties aligned are Technology, Employee Experience, Grievance handling, Communication and so on. They have greater focus on employee and their work related experiences.
ReplyDeleteInteresting and Great concept. As most of the companies are un aware of such position and it is quite interesting and important to influence the market with such position to make a change.
ReplyDeleteToday's digital workplace has become so competitive that companies must nurture their talent and that needs a special kind of leadership, someone who can build an employee experience much like companies build customer experience. Enter the Chief Employee Experience Officer (CEEO), the one that will ensure your organization is building a compelling employee experience that's culture and career driven.
ReplyDeleteInteresting & Informative concept Oshadha! This concept of a Chief Employee Experience Officer could really re-invent the HRM sector & set it on a new path. This could be the solution to many fundamental HRM issues like turnover rates, lack of employee satisfaction & many more. Unique & informative article, thanks for sharing.
ReplyDelete