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Cengage Group’s Commitment to Employee Listening Helped Reduce Voluntary Turnover by 3% between 2019 and 2023

Cengage Group is a global education technology company based in Boston, Massachusetts.

Customer EX Impact Award

  • The Challenge:

    • Adapt to remote work, address DEI concerns, and maintain employee well-being during challenging times.
    • Transition from a biennial engagement survey to a more nuanced approach to understand employee sentiment.
  • The Solution:

    • Introduced a series of pulse surveys tailored to the unique challenges of the pandemic, societal issues, and company priorities.
    • Launched DEI-focused listening sessions to provide a platform for broader support and discussion.
    • Transitioned to a listening-first organization with a focus on delivering on the Employee Value Proposition (EVP).
  • The Impact:

    • Achieved lowest voluntary turnover rate of 8.4% in 2023, down from 11.5% in 2019.
    • Noted a +4 point increase in employee engagement since pre-pandemic.
    • 75% of hybrid workers reported a positive return-to-office experience.
    • 61% of exiting employees would recommend Cengage Group as a great place to work.