Apply Voice-of-the-Customer Best Practices to Voice-of-the-Employee Initiatives

Archived Published: 25 April 2017 ID: G00326286

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Within the digital workplace, the voice-of-the-employee concept is gaining traction as a way to consolidate worker feedback and take action. Here, we identify key voice-of-the-customer best practices that application leaders transforming human capital management should apply to VoE initiatives.

Table of Contents

  • Introduction
  • Analysis
    • Build a VoE Strategy That Includes Metrics and Measurement Rationale, as Well as Expected HCM and Broader Business Outcomes
      • Build the Business Case
      • Develop the Initiative Infrastructure
      • Define Scope Within the Organization's Broader Engagement Strategy
      • Learn From Others
      • Educate Stakeholders Early and Often
    • Determine the Right Data Sources, Collection and Measurement Methods, and Enabling Technology Options
      • Audit Existing Activities and Apply Best Practices
      • Engage a Consultancy as Needed
      • Embrace a Multiphase Strategy
      • Pilot the Most Promising Feedback Technologies
      • Determine the Best-Fit Solution Architecture and Data Model
    • Make the VoE Initiative Actionable by Equipping Stakeholders to Respond Quickly to VoE Data Insights
      • "Close the Loop" by Creating a Mechanism for Insight and Action Distribution
      • Develop Metrics and Measure the Impact of the Initiative Over Time
  • Gartner Recommended Reading
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