Forrester predicts an EX (Employee Experience) Winter is coming in 2024.
The report, published earlier this year, lists a number of theories as to why this might occur, including but not limited to:
- A looser labor market (i.e. companies are less inclined to retain employees like they were during the days of the 'Great Resignation');
- Disinvestment in DEI initiatives (Diversity, Equity, & Inclusion);
- AI causing problems in recruiting (like fake applicants and job postings); and
- A misallocation in resources (researchers note that an increase in investing for human capital software might help HR become more efficient, but it won’t do enough to meet EX outcomes).
Although I agree with the points in the report, I was left wanting two things. It’s worth mentioning the first thing is entirely unreasonable:
1) More winter-themed marketing clichés and low-hanging puns!
Forrester writes, "An ‘EX Winter' will freeze employee experience investments" and then later reels it in with "Each of these predictions contain notes of warning but also present opportunities". So maybe it'll be a light dusting? I do wonder why we (in marketing/media) continue to pick on poor old winter? It feels like punching down. Winter knows where it stands. After the holidays, nobody picks up the phone and checks in on winter. There’s a chance I’m overthinking this one, unlike my second point which, I stand faithfully and reasonably behind…
2) Some DEX (Digital Employee Experience) Optimism!
It's obvious DEX leans heavily towards the technological part of the workday, but its application can positively influence one's overall experience.
Forrester notes that companies committed to investing in EX should prioritize measuring and understanding the impacts of said investments. This is one area where a DEX Management software and ethos can help. Nexthink’s feature enables IT to message employees and gather useful feedback at the right time and place during their workday.
Forrester’s researchers also predict next year C-level leaders will rely on work compliance data, instead of taking the harder (but smarter) task of connecting the lines between employee success and organizational success. One way you can connect the employee with the employer is through Index Scoring (DEX Scoring) and DEX-enabled visibility. Index scoring is a powerful method that helps people move from the theoretical to the practical. It facilitates IT's ability to trace a single task (a network connection, download speed, etc.) to the individual’s overall work experience (and company’s experience too).
Here’s an easy example: hardware renewal. This can be a stressful experience for many employees. Some like their old laptops and desktops, others can’t stand them and want the newest, most expensive version. IT can thread a needle by utilizing precise endpoint monitoring analytics and purchase only what it needs. The best technology decision isn’t always the newest, and our customers know this because they can track their progress using our DEX dashboards and hold themselves accountable.
Perhaps next year will be an “EX Cooling" at worst. I remain optimistic for at least the companies we've come in contact with at Nexthink. From what we've heard from the attendees at Experience Everywhere this year, and our growing pool of DEX Certified students, it seems to me there are plenty of C-Level decision makers out there who are serious about protecting the employee experience.
