Why Oracle takes a three-pronged approach to EX
A 2019 study in Harvard Business Review found that, at that time, employers were spending, on average, $2,420 per person to enhance the employee experience. Despite that investment, only 13% of those surveyed were fully satisfied with their experience.
That’s the problem Oracle Cloud HCM is looking to tackle, said Nancy Estell Zoder, vice president of cloud HCM product strategy at Oracle, during the opening day of Spring HR Tech on Tuesday.
Before demoing the functionality of the product, Zoder explored the mission behind it, especially in the larger context of today’s working environment.
“Organizations must recognize and invest in all aspects of employee experience,” she said, noting that that includes who the employees are personally, what they need to do their jobs and how the organization can help them be more effective a nd productive.
Zoder cited a McKinsey study that advised employers to pursue four pillars for employee experience: credibility, feasibility, sustainability and personalization.
“Organizations are unique, and [employees’] experiences should be too,” she said.
That’s the thinking behind Oracle Cloud HCM, which has three primary EX goals:
Intelligent guided journeys: Automated workforce guidance is personalized to each employee—based on the job, level and even personal attributes like past volunteering opportunities and benefits selections, Zoder says.
Comprehensive, modern service support: Zoder cited the 80/20 rule when it comes to automation: 80% of issues can likely be handled by an automated solution like a chatbot, while 20% need a human touch, which she says Oracle Cloud HCM offers in a next-gen service center with a native HR help desk.
Automation and integration: HR leaders focused on true robotic process automation—or headless process management, Zoder says—need to take the extra step to automate support beyond rules and configuration to provide integration. That can integrate outside of HR and even beyond the enterprise.
Ultimately, all of these elements work together to build a foundation of trust for the employee experience, Zoder said.
Organizations pursuing improvement of their employee experience through automation need to think of the effort as a marathon, not a sprint, she noted.
“It’s not about deploying a single solution—perhaps a single conversational tool or productivity tool—to support the employee experience,” she said. “It’s multi-step, multi-layered, multi-faceted in terms of what is required not just for your organization but the various unique individuals within your organization.”