From EXP to ROX – What the Return on Experience Means
The employee experience is highly complex. For years, organizations have tried to uncover ways to improve it, adding technologies to the mix, hoping to streamline processes and deliver something more consumer-grade. But the problem is, work is work, and no matter how much we strive to simplify, there remains a big difference between making an online purchase and navigating the workplace. Recognizing this, Socrates.ai is taking a new approach, shifting gears from employee experience to return on experience (ROX). Here’s what that means:
- How Do I, Where Do I, I Need To – The average 1000+ person company has over 137 different apps in place. So, for employees, there is any number of sources for answers to questions like “how do I,” “where do I,” or “I need to.” One recent study found that the average employee spends two and half hours a week on these types of searches. The pandemic further compounded this experience, as employees lost the ability to go down the proverbial hall and say, “Hey, can you help me with this?” And if we look at HR and IT specifically, that means today’s employees are dealing with disparate sources of critical information, inevitably contributing to lost productivity and increased frustration—the opposite of a positive experience.
- Pulling It All Together – Some organizations tried to address the issue by introducing bots to help employees, except more often than not, that meant a different bot for each app. There’s a service bot, an IT bot, an HR bot, a payroll bot, and more, forcing employees to track down the right bot for each query. The notion of pulling it all together centralizes these bots and their respective apps into a single source of truth. Having only one bot in place, employees benefit from having a single destination for their many questions and requests. Socrates.ai works as that layer, connecting the different bots through the interface and unifying the end-user – and ultimately, employee – experience.
- Self-Service, Personalized Support – Part of what differentiates the consumer experience from the employee is attention to detail. Sites like Amazon can present thousands of results for every search, but leveraging algorithms helps display the products a shopper is most likely to purchase. It’s about relevance, and that’s what the ROX strives to provide through self-service, personalized support. Tying together these two seemingly unrelated concepts, Socrates.ai empowers employees to find the information applicable to their experience without jumping through hoops. By giving employees what they need when they need it, we’re able to offer that white-glove service that’s missing in many organizations, especially those navigating a hybrid workforce model.
- Maximizing the Return – From a tactical perspective, focusing on ROX, we’re able to capture data by listening as well as gathering feedback, helping to bolster cultural uniqueness. As employees engage with Socrates.ai, it starts to get to know them and their individual needs, offering a concierge approach. Unlike traditional recruiting and retention methods, ROX creates micro-moments that support a more memorable overall experience. When an employee needs help or wants to explore a topic, Socrates.ai inserts itself in a meaningful way tailored to the employee. If we’re honest about the employee experience, it’s about forging a bond and fostering trust and loyalty.
With ROX, we’re using technology to reinforce values that people appreciate without making the experience onerous – and that’s more than worth the return.