What is employee experience management?
Employee experience management (EXM) is the strategic and ongoing process organizations use to deliver, measure, analyze, and remediate digital friction an employee experiences within a company. Unlike employee experience, which is the perceptions and feelings employees have, EXM refers to the deliberate efforts to create a positive, engaging, and productive work environment throughout the entire employee lifecycle—from recruitment and onboarding to development, retention, and offboarding.
EXM involves gathering regular feedback, analyzing data, and implementing improvements based on employee needs and organizational goals. It integrates multiple facets such as culture, technology, processes, leadership, and well-being to build a workplace where employees feel supported, motivated, and connected.
For example, an employee may have an engaging and valuable performance review with their supervisor, which improves their overall job satisfaction and leads to a positive employee experience. However, they may have difficulty connecting their new cellphone to the company’s email servers, which impacts their digital employee experience (DEX). Occurrences like these produce negative experiences that lead to frustration and job dissatisfaction.
Employee experience management would measure the influence and evaluate interactions with the organization, including culture, physical workspace, and technology, to foster productivity and satisfaction.
How do you implement employee experience management?
Effective EXM requires a holistic and data-driven approach covering multiple employee lifecycle stages:
- Recruitment & onboarding: Design welcoming, straightforward onboarding processes that set employees up for success from day one, ensuring timely access to resources and tools.
- Continuous engagement: Use employee feedback surveys and real-time data analytics to identify issues and improve communication, training, and support throughout employment.
- Development & retention: Provide clear career paths, learning opportunities, and recognition programs that align employee ambitions with organizational goals.
- Offboarding & feedback: Manage transitions smoothly while soliciting honest exit feedback to improve future experiences.
EXM also involves enabling flexible work styles and more secure, seamless access to corporate digital resources regardless of location or device.
Why is employee experience management critical for organizations?
Today’s talent market is highly competitive, with employees expecting meaningful work, a supportive culture, and modern technology. EXM enables organizations to meet these expectations, reducing dissatisfaction and burnout. Moreover, it provides leadership with actionable insights to nurture a thriving workforce, making the company a place where people want to stay and grow.
Investing in EXM delivers powerful benefits, such as:
- Increased employee engagement and productivity: Engaged employees contribute more effectively and innovate to drive success.
- Reduced turnover and attrition: Positive experiences decrease the likelihood of employees leaving, saving recruitment and training costs.
- Improved organizational culture: Transparent communication and employee involvement foster a sense of belonging and alignment.
- Higher revenue growth: Companies with strong EXM often outperform competitors financially due to a motivated workforce.
- Enhanced customer satisfaction: Content and well-supported employees serve customers better, improving overall brand reputation.
How to create your employee experience management strategy
Organizations can start their EXM journey by:
- Conducting employee surveys and feedback sessions.
- Mapping the employee lifecycle to identify key touchpoints.
- Deploying technology solutions that enable collaboration, feedback, and seamless access to resources.
- Aligning leadership, HR, and IT around common EX goals.
- Regularly reviewing data to adapt and improve workplace initiatives.
Omnissa supports these efforts through its advanced digital workplace platforms like Workspace ONE, which provide integrated tools for employee engagement, real-time insights, and seamless access to applications—empowering IT and HR teams to deliver superior employee experiences.
No matter an organization’s size or stage of digital transformation, employee experience management is essential for building productive, motivated, and loyal teams that drive long-term success.
Frequently asked questions (FAQs)
Employee productivity gains like tracking reduction in downtime, increases in completed tasks, or improvements in outputs per employee are important. Metrics like average time saved per incident and percentage reduction in IT-related productivity blockers are also valuable. Measuring reduction in help desk ticket volume, mean time to resolution (MTTR), and the adoption of self-service and automation, which can reduce manual intervention, can be a great metric. Employee engagement through employee Net Promoter Score (eNPS), sentiment analysis, or engagement can be used to quantify improvements to the work environment. DEX can also monitor how frequently tools are adopted and monitor high usage rate,s which can indicate a high alignment, which means a good return on investment. DEX can also measure how quickly new hires can become productive, digitally ready, and measure time to value.
| Employee productivity | Downtime reduction, tasks per FTE |
| IT costs savings | Lower MTTR, reduced ticket volume |
| Employee engagement | eNPS, sentiment score |
| Tool or process adoption | Usage rates, self service % |
| Onboarding speed | Time to productivity |
| Customer / business impact | CSAT, revenue per employee |
Employee experience management supports employee engagement so they can product quality work. A positive employee experience encourages talent retention, reduces turnover, and businesses can see competitive advantage and more innovation. A good employee experience can also have the effect of raising a company’s reputation, improve internal trust, and foster a culture of continuous improvement and agility for adapting to market and fast tech changes.
