Whether you're searching for EX software or evaluating the employee experience tools you have now, this deck from our recent webinar can help to inform your team's review and decisions. Avoid these critical mistakes and prioritize your employees, your resources, and your time.

1. 3 Critical Mistakes Companies Make with
Employee Experience Software
Presented By

2. Welcome!
• Haris Azmi
• Chief Revenue Officer
• Melissa Krut, SHRM-CP
• Senior Director of Success

3. Agenda
• Framing the conversation
• Focus on critical mistakes
• Highlightedfeatures
• Q&A

4. HR
Challenges
(to name a few)
Recruiting
Reputation Management
Employee Churn
Identifying Priorities
Managing Payroll
Allocating Resources
Labor Relations
Employee Engagement
Compensation
Compliance
Gathering Feedback
Gathering Candid Feedback
Employee Retention

5. The Benefits of
Employee
Experience
(EX) Software
Automates
processes to
free up human
resources
Expands your
ability to collect
systematic data,
not only ad hoc
notes
Deliver insights,
not guesses
Streamline
workflows with
integration

6. But... Buyer
Beware!
• Simply buying a tool does not automatically
fix everything
• Not all EX solutions are created equal
• A feature-first approach ignores the holistic
employee experience of real humans
• Some "solutions" can do more harm than
good to your current situation

7. It's a Software World

8. Evolving Workspace
• Workspace has dramatically changed
• Knowing what matters most to employees is
critical
• Fostering a culture where employees feel
heard and valued encourages better
performance and improved retention

9. Evolving Workforce
• Your employees are not all the same.
• From personality to position and from location
to likes and dislikes, each team member is
unique.
• Software that fails to customize your
employees’ experience fails to deliver the
complete picture.

10. 3 Critical EX
Software Issues
1. Inability to collect real-
time feedback

11. Real-time?

12. From Infrequent to In-moment
• Capture in-the-moment data
• Capture moments that matter
• Automate pulse check

13. Map the Moments that Matter
Moments
that matter
Job Application
Process
FirstDayat the
Job
Annual
Performance
Review
Exit Survey
In-the-
moment
data
Call ITfor new
software
Application for
PTO
PulseCheck Recurring
Surveys
Health Check
Annual
Survey
Standard Annual
Employee
Engagement
Survey
VoC Surveywith
IT

14. "Bad EX" Challenges
1. The cookie cutter approach
causes employee churn
2. "Occasional listening"
prompts employees to look
elsewhere (review sites...)
Issue #1
Ensure Your EX Software...
1. Allows you to customize
your questions, your delivery, and
your analysis
2. Supports an always-on approach
to grow a culture of listening

15. Customize the
Conversation
• Build your brand
• Pre-fill known responses with HRIS data
• Set logic to customize flow for individualsand teams
• Segment results by critical demographics

16. Keep the
Conversation Going
• Schedule recurring invitations for pulse checks, health checks...
• Automate delivery, reminders, and expiry
• Track key metrics across time to identify trends

17. Anywhere, Anytime –
Always On
• Collect feedback from across channels
• Automate confirmationand follow-up to set
expectations
• Streamline internalcollaboration
• Improve service

18. 3 Critical EX
Software Issues
1. Inability to collect real-time
feedback
2. Siloed data and discrete reports
that misinform decision making

19. Silos due to...
• Lack of communication channels
• Channels to collect data
• Channels to share insight
• Lack of data at critical touchpoints
• Lack of contextual data
• Lack of historical data

20. Collect the data – and
then make decisions.
• Everyone has theories and guesses, but your
software should be smart enough to protect
you from biases.

21. "Bad EX" Challenges
1. Asking biased
questions delivers biased results
2. Allowing only closed-
ended options and analysis
3. Highlighting low-scoring areas
as if they all offer
equal paths to improvement
Issue #2
Ensure Your EX Software...
1. Makes it easy to test, tweak,
and get expert reviews
2. Empowers open-ended responses
and text analysis
3. Identifies actionable opportunities
for improvement prioritized by
impact

22. Text Analysis
• Use your words
• Sentiment Analysis
• NaturalLanguage Processing

23. Mean Less
• When seeking opportunitiesfor
improvement, we can all be
distractinglydrawn to low scores
– especially if they correspond to
our existing beliefs or
assumptions

24. Mean More • A true engagement study should help you to
identify the areas of greatest opportunity –
not just the lowest ratings

25. Driven to
Succeed
• For key touchpoints,
measure core metrics
and key drivers

26. Key Driver
Analysis
• KDA highlights the key
variables mostly likely to
help improve your target
metric

27. 3 Critical EX
Software Issues
1. Inability to collect real-time
feedback
2. Siloed data and discrete reports
that misinform decision making
3. Results that gather dust – failure
to close the loop

28. Use your human resources.
• Even the most amazing EX software solutionscannot
take meaningful action to improveyour employees’
experience.
• Failing to follow through on employee feedback is
the most damaging (in)action you can take.

29. "Bad EX" Challenges
1. Low response rates
mean insufficient data to
inform decisions
2. Treating data collection as
a mandated chore rather than an
opportunity for reflection and
analysis
3. Inability to close the loop
Issue #3
Ensure Your EX Software...
1. Allows truly anonymous
responses and ethical data
collection practices
2. Encourages customizedcommunicat
ion and outreach, as well as sharing
results with key decision makers
3. Allows you to close the loop on
any conversation at any time

30. Anonymity
• Allow employees to choose which, if any, identifying
information they share
• Ensure participantsknow how responses will be
used
• Practice need-to-know confidentialityin all cases
• Enabletechnical anonymityto prevent
administratorsfrom knowing who's who

31. Candid
Conversations
• Encourage real feedback in real time
• How candid?
• Include contact information
• Include no contact information
• Hide contact information from
recipient

32. Dynamic Results
Inspire Action
• Customize role-based dashboards
• Share password-protectedlinks with
non-users
• Enablerecipients to filterresults for
their own analysis

33. Connect
• Set triggering conditions to send follow-up
action items
• Track each item to resolution
• Collect feedback on the service provided

34. How can wehelp?

35. experience@sogosurvey.com