Key to unlocking Thai talent lies with employee experience

According to the Career Cushioning survey by Robert Walters Thailand, a global recruitment consulting firm, 78% of Thai employees are seeking new jobs as their backup plan.

The incentives prompting employees to start looking for new jobs include: Organizational culture issues (55%), Low job satisfaction (20%), and Job insecurity (16%). A strategic shift to AI adoption from an employee perspective will not only enhance employee satisfaction but will also elevates Customer Experience (CX), driving overall business success.

Employee experience: The secret weapon for business success

Employee experience encompasses the entire journey of employees, from the moment they first consider the company to their final day. This isn’t just a feel-good initiative but a strategic imperative. Gallup’s research proves it: engaged employees drive a whopping 147% higher earnings per share and 21% greater profitability. That’s not just nice to have; it’s a competitive advantage.

Engaged employees are more resilient, adaptable, and ready to embrace change. They are the key to navigating uncertainty and achieving sustained success.

The future of work: AI and HR, a powerful partnership

AI and data analytics are transforming everything from finance to retail, and the workplace is no exception. This isn't just about automation; it's about unlocking human potential. Tech, HR, and business leaders must join forces to reimagine the future of work. Together, they can use AI to empower employees, streamline processes, and create a more engaging and fulfilling workplace experience.

AI: The future of employee engagement

AI is revolutionizing employee engagement strategies in many ways, here are some ways organizations can use AI to revolutionise employee experience:

1.    The virtual buddy: Always there, always helpful: AI-powered virtual assistants can answer employee questions, resolve issues, and provide instant support, even within large organizations. They enable new hires to quickly get up to speed through personalized guidance, streamlining the onboarding process. Employees receive the answers they need promptly, without the hassle of navigating complex systems, significantly reducing wait times and frustration.

2.    Unlocking career potential: AI can analyse performance data and recommend tailored training and development opportunities for a personalized learning path for each employee. In addition, AI can provide constructive real-time feedback and coaching, helping employees identify areas for improvement and reach their full potential.  Employees feel valued and empowered, knowing that their career development is a priority, which contributes to the growth of the organizational culture.

3.    Preventing turnover before it happens: AI can analyze employee data to identify potential flight risks, allowing organizations to intervene early and address concerns proactively. Through personalized engagement initiatives, AI can recommend targeted actions to keep high-risk employees engaged and motivated. Furthermore, by proactively addressing employee needs, organizations create a culture of loyalty and retention that sustains the workforce.

AI isn't just about automation; it's about creating a more human-centric workplace. By embracing these innovative use cases, organizations can unlock the power of AI to build a truly engaged and thriving workforce.

Adopting AI-driven employee engagement strategies can lead to significantly positive outcomes, with recent studies highlighting the profound impact of AI on Employee Experience (EX). For instance, Servion Global Solutions forecasts that by 2025, 95% of customer interactions will be powered by AI, which will not only enhance the customer service experience but also free employees from routine tasks. 

The first step for effective employee measurement models

Elevating employee experience in an organization begins with data. Establish a robust employee measurement model as the foundation for building an engaged and thriving workforce. Start with data by actively listening to employees through surveys, pulse checks, onboarding feedback, and exit interviews, which provide valuable insights into employee sentiment and engagement at every stage of their journey. Analyze metrics like employee net promoter score, satisfaction index, turnover, and absenteeism to gain a comprehensive understanding of 'employee health' within the organization.

Enhance this process by tracking trends over time, comparing across departments and demographics, benchmarking against industry standards, and combining qualitative with quantitative data. This strategic approach will help companies create an employee-centric culture and unlock the full potential of their workforce.

Employee experience is the next big opportunity for business success

As organizations evolve, focus no longer lies solely with optimizing customer experience, it now goes hand in hand with employee experience, requiring a balance of the two to enable ideal outcomes.
To enable strong employee experience outcomes, organisations can supercharge this through technological means such as:

1.    Automated Workflows: Process automation tools automates routine tasks, streamlining processes and freeing employees to focus on higher-value work.

2.    Virtual Agent Capabilities: Enhanced with AI, the virtual agent provides instant, intelligent responses to employee inquiries, improving communication and efficiency.

3.    Predictive Analytics: The platform uses machine learning to anticipate and address potential employee issues before they escalate, promoting a more proactive approach to employee management.

These tools not only improve the efficiency of HR operations but also significantly enhance employee satisfaction by providing a smoother, more responsive work environment.

In an era where the war for talent intensifies, providing a rich employee experience (EX) is crucial. Organizations that integrate EX and customer experience (CX) insights are 2.4 times more likely to surpass financial targets (Qualtrics). With rapid technological and market changes, investing in AI to enhance EX is essential. Companies committed to robust EX not only thrive but also improve employee satisfaction and customer loyalty. Embracing AI enables businesses to stay competitive, drive innovation, and increase productivity.

Kanokkamon Laohaburanakit, Managing Director, Fujitsu Thailand