Our guest panelist:

  • Pat Osborne, Transformation Manager at LV= Insurance

It’s just as tempting to segment our employees as it is our customers. But in today’s connected workforce, this is not only inappropriate – it is ineffective.

Why? Because whether we are a customer or an employee, we increasingly want our experience to be personalised.

The more we segment, the more we lose focus on the specific needs of individual people. And as soon as this happens, we run the risk of these individuals becoming disconnected.

One way to achieving this at scale is to engage meaningfully with line managers, and give them the power to personalise employee experience. Line managers should instinctively know what individual employees need and expect – if they don’t, they’re not listening effectively. We also need to be conscious of other key influencers who are not part of the formal management structure, especially in a connected or social community-driven environment.

If we are to engage a generationally diverse workforce, we need to truly listen to individual needs, respect difference, and allow employees to do things in different ways. The benefits to the organisation are likely to be increased loyalty and trust, and access to invaluable information about how to improve the business as employees become more confident in sharing their knowledge internally.

Thank you to Pat Osborne for sharing his insights on this week’s ExperienceCast, and also to all those people who shared their questions and comments during the session. We very much appreciate your input.

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Photo by Tyler Nix on Unsplash