In the last 25 years, the IT department has undergone a remarkable transformation. Think back to the days of the UK TV show The IT Crowd—the quirky, basement-dwelling IT team managing servers and troubleshooting from behind closed doors. How we laughed when Moss and Roy asked, ‘have you tried turning it off and on again?”. The TV show was so funny because like much (all) good comedy, it rang true. If Channel 4 were to make a 2024 IT crowd reboot it would bear little resemblance to the original show. Fast forward to today, and IT is at the heart of nearly every business decision, IT now rule the world of business. The rise of digital transformation elevated IT to a strategic role, with the Chief Information Officer (CIO) or Chief Technology Officer (CTO) is firmly part of the C-suite. Today IT doesn’t just “keep the lights on”— it drives innovation, protects data, and creates new revenue streams. It’s absolutely indispensable.
You might be wondering that this has to do with employee experience (EX)? This meteoric rise of the IT function raises an interesting question: could be on the brink of a similar revolution? Just as IT evolved into a vital business driver, EX has the potential to reshape the way we work, making it central to business success. Let’s explore why the time might be right for a paradigm shift in how businesses approach the people side of their operations.
Why the time is right for an EX revolution
There are a number of factors which suggest that we are already be experiencing a shift toward a more holistic, experience-focused approach to managing the workforce. Here’s why these conditions are setting the stage for a potential revolution; from HR to EX.
-
Employees expect more from work
Today’s employees want more than a paycheck—they’re looking for meaning, growth, flexibility, and wellbeing in their roles. Much like how consumers expect personalized experiences, employees expect workplaces that understand and cater to their unique needs. This change has become even more pronounced with the rise of remote and hybrid work.
In many ways, this shift echoes the early days of digital transformation, where businesses had to adapt to meet new customer demands. Now, companies that want to attract and retain top talent must rethink traditional HR practices to create experiences that resonate with the modern workforce.
-
Technology and data are enablers
Advances in data analytics, artificial intelligence, and digital tools make it possible to understand and improve employee experiences in real-time. Today, people analytics can offer insights into engagement, wellbeing, and productivity, enabling HR to act quickly.
This data-rich environment creates the perfect conditions for a more evidence-based approach to people experience. Just as IT uses data to optimize performance and predict issues, we can now use data to personalize and improve every touchpoint in the employee journey.
-
EX impacts business performance
Research increasingly links positive employee experience with key business outcomes like productivity, customer satisfaction, and profitability. Employees who feel valued, engaged, and supported are more productive and likely to stay longer, which translates directly into business success.
As companies recognize this, EX becomes less of an HR initiative and more of a strategic business driver. It’s a shift that’s hard to ignore and makes a strong case for investing in employee experience.
-
Cross-functional, agile business models
Modern businesses are agile and collaborative, with teams across departments working together to solve complex problems. Just as IT had to break down silos to support broader business goals, people teams now need to adopt cross-functional working and approaches. Agile, flexible practices are front and centre an ‘EX’ approach ensuring adjustments can be quickly as employee needs change.
-
A new focus on purpose and wellbeing
The pandemic brought wellbeing to the forefront of the workplace conversation, creating a renewed emphasis on mental health, inclusivity, and purpose. Employees now expect their companies to prioritize these values, and many are willing to leave if they feel unsupported.
This cultural shift means that EX, which incorporates wellbeing and purpose into the core of its approach, is more relevant than ever. Just as IT shifted from a background function to a strategic leader, EX is poised to take on a similar role, addressing the essential needs of a modern, purpose-driven workforce.
How leading companies are beginning to make the shift
Some pioneering companies are beginning to show what’s possible when EX takes a central role in business strategy. Here are a few examples:
-
Microsoft: Using data to shape employee experience
Microsoft leverages people analytics to understand work patterns and optimize productivity, especially in the hybrid work environment. By analysing data on employee engagement and wellbeing, they can quickly address any issues and adjust policies accordingly. This data-driven approach enables Microsoft to align employee satisfaction with productivity, much like IT uses data to drive performance.
-
Airbnb: Applying design thinking to the employee journey
Airbnb uses design thinking within their approach to employee experience. They actively involve employees in co-creating initiatives, gathering feedback on everything from workspace design to internal communication. Treating EX like a user-centred product ensures that the employee journey is intentional, reflecting real needs and continuously improving over time.
-
Salesforce: An agile EX strategy
Salesforce embraces agile principles in its EX strategy, allowing it to stay flexible and responsive to employee needs. During the pandemic, Salesforce introduced “flex team agreements,” enabling teams to set their own work arrangements. This agile approach ensures that the company can adapt quickly to changing expectations, making EX both employee-centric and aligned with broader company strategy.
Embracing the future of EX
Just as IT transformed from a back-office function into a strategic powerhouse, EX has the potential to reshape the way organizations operate. The journey from traditional HR to a more multidisciplinary, experience-focused model may already be underway in some companies, but the potential for change across industries is vast.
For organizations that recognize this and are willing to invest in EX as they once did in IT, the rewards could be immense. A strong, strategically driven EX function can elevate employee engagement, and retention, which ultimately drive business success. The time for EX to take its place alongside IT as a critical business function has arrived.
Are you ready to be part of this revolution? – If you’d like to explore this further we’d love to hear from you!
