Employee Experience: Understanding and Elevating It

Key takeaways

The employee experience encompasses all the touchpoints a worker has with your organization, from recruitment to exit.

• Positive employee experience drives improved engagement and, in turn, a 23 percent increase in profitability [1].

• Pillars of employee experience include communication, culture, effective change management, and personalization. 

• You can improve the employee experience by implementing employee engagement strategies, including offering support and career development opportunities. 

Learn more about the employee experience and how to elevate it, including some actionable steps you can take and resources you can leverage to actually achieve it. If you’re ready to begin making some changes, consider Coursera for Business, a platform designed to help empower employees, provide access to learning opportunities, and drive business growth.

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What is employee experience?

Employee experience (EX) refers to how an employee feels about their total interactions with an organization, from the moment they apply to a job to the time they leave it. Key elements of the employee experience include an organization's work environment, culture, technological infrastructure, and overall hiring process.

It can be tempting to think that creating an outstanding employee experience isn't worth the valuable resources they require, but research suggests otherwise. In today's increasingly artificial intelligence (AI) driven workplace, it may be tempting to place more focus on technology than the workforce. However, Deloitte's 2026 Global Human Capital Trends reveals that organizations that embrace technology while adopting a human-centered approach are 1.6 times more likely to get returns on their investments [2]. Additionally, Gallup data shows that businesses that prioritize employee engagement experience turnover rates 21 percent to 51 percent lower than those that don't. Furthermore, their research found that teams with strong engagement experience a 10 percent increase in customer loyalty and a 23 percent increase in profitability [1].

In contrast, a negative employee experience can often contribute to higher employee turnover, poor work performance, and lower profits. Overall, a great employee experience benefits both workers and employers.

Core components of employee experience

Leadership, stability, and adaptability are among the cornerstones of building positive EX. To understand why, it helps to think of the employee experience as an engagement-driven loop that begins by engaging employees. In doing so, you can effectively drive improved performance and organizational success, which increases workers’ anticipation of ongoing success and further drives engagement. However, leaders are a critical element in keeping the loop going, particularly during times of uncertainty and change, and at a time when confidence in leadership has fallen from 77 percent to 72 percent overall and to 67 percent among Generation Z employees [3].

Management and other leaders should keep the key drivers of a positive employee experience in mind. A few of the pillars of employee experience in the modern workplace include the following: 

• Provide clear communication surrounding the adoption of emerging technologies, framing it as these tools enhancing employees’ work, not replacing them in the company

• Empower employees by aligning their skill sets with organizational goals for improved strategic workforce planning

• Personalize the experience, tailoring support, growth and development opportunities, and options for flexible work to each employee’s needs

• Manage change effectively, helping employees avoid change fatigue and ensuring they understand where the company is headed and how they fit into the vision

Cultivate a robust company culture that evolves and adapts to new ways to support employees in learning, growing, and advancing in their careers, as well as prioritizing employees’ well-being

What is employee experience management?

Employee experience management refers to the strategic shaping of the interactions an employee has with an organization, starting from their recruitment to their exit.

A dedicated employee experience management role overseeing the development, implementation, and refinement of the employee experience can profoundly influence a firm's overall work environment. Common tasks performed by an EX manager include supervising employee surveys, monitoring key performance indicators (KPIs) like employee retention, and developing programs to increase employee engagement.

Employee engagement surveys can help you determine how your workforce feels about the company and their place within it. Some of the largest drivers of a positive employee experience include the stability and credibility of the company, as well as the effectiveness of its leaders. 

Questions to consider including on an employee engagement survey include the following:

• How likely are you to recommend [company name] to people considering working here?

• On a scale of [X to Y], how proud are you to work at [company name]?

• Do you feel as though you have the resources you need to succeed?

• How much confidence do you have in leadership’s decisions? 

• Do you understand the expectations of you in your position?

• How do you feel about the direction the company is moving in? 

• Are you inspired by the company’s goals and purpose? 

• Do you feel your team collaborates well, and why?

• Does your team help you succeed in your job duties?

• Does our company communicate well with all employees?

• Do you have learning opportunities and pathways for career advancement?

• How well does your work align with what you feel is important in life? 

Read more: Your Guide to Employee Retention

What are the benefits of a positive employee experience?

Enhancing the employee experience can yield numerous benefits for your organization. Consider the following notable outcomes you may experience as a result of an improved employee experience:

1. Enhanced productivity

Engaged employees act as drivers of amplified productivity. According to a study by Gallup, for example, business units with high engagement levels experience a 78 percent decrease in staff absences and a 14 percent uptick in productivity [1].

2. Greater customer satisfaction 

Employee experience (EX) and customer experience (CX) correlate. The more engaged employees are, the happier they often make your customers. Yet Qualtrics 2026 Global Employee Trends Report shows a marked decrease in engagement, experience, and the intent to stay for three or more years, all of which can have a negative impact on CX [5]. 

3. Increased retention rate

Happier employees stay for longer. According to Gallup’s 2025 State of the Global Workplace Report, 50 percent of employees worldwide indicate that they are actively considering leaving or are already looking for a new job [6]. What’s more, among those thinking about finding a new employer, engagement and culture continue driving their dissatisfaction. 

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How to improve employee experience 

Everyday interactions help shape the employee experience, with some areas carrying more weight than others. Consider several essential practices to improve the employee experience at your organization.

1. Set up an employee journey map.

You can utilize an employee journey map to visualize the various phases an employee traverses during their time with your company. This technique lets you identify pain points and critical moments requiring employee feedback.

2. Streamline recruitment processes.

First impressions matter. By optimizing your recruitment process, you can ensure that candidates' initial interactions with your company are positive and impactful. Examples of improvements you might consider include streamlining application procedures, providing transparent communication about job roles and expectations, and delivering prompt feedback on job applicants' progress.

3. Conduct timely surveys. 

Incorporating surveys and people analytics allows you to comprehensively understand your workforce's needs and desires. Through active engagement with your employees, you can make informed decisions that lead to a more productive and motivated workforce.

4. Offer swift employee support. 

Ensure your staff knows managers are there to help by streamlining their workflow processes using employee experience tools. For instance, by embracing technology and automation, you can expedite essential tasks, such as requesting information, accessing training materials, or submitting requests for assistance.

5. Take a human-centered approach to integrating technology.

New technologies can energize your workforce, but organizational changes can leave them exhausted on the path to burnout. Conversely, ensuring your employees understand their continued value, both today and in the company’s future, can drive engagement and your company’s ability to navigate change successfully. 

6. Prioritize employee well-being.

Explore the possibility of introducing health and fitness initiatives, establishing on-site gyms and health clinics, and supplying nourishing snacks. These measures can help foster your employees’ physical, mental, and emotional well-being. 

7. Provide career growth opportunities.

Employees want to feel as though they can grow with you. Learning and development initiatives can close skills gaps, attract and retain talent, and enhance the employee experience. 

How to pick the right employee experience platform

Several platforms for managing employee experience exist, such as Lattice, Motivosity, and 15Five. The following pointers can help you select the right one for your organization:

• Ease of use: Prioritize user-friendly platforms for both employees and HR personnel.

• Multi-channel access: Opt for solutions that provide easy accessibility across various communication channels to cater to individual employee preferences.

• Integrated data flow: Platforms that enable seamless interaction with your business segments can help streamline your data processes.

• AI support: Artificial intelligence-enabled platforms proactively identify your employees' preferences, behaviors, and needs.

• Robust security: Verify that the platform provider adheres to stringent security protocols and industry standards.

• Customization: Your organization's needs and culture are unique, and the platform should be adaptable to reflect these distinctive values and workflows.

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