Customers Discovering Insights, Delivering Impact

• The Challenge:
  • Transition from an annual survey model to a more dynamic, real-time engagement strategy that includes consistent global lifecycle surveys and the capability for agile, ad hoc feedback collection.
• The Solution:
  • Implemented global employee lifecycle surveys, including exit and a three-part onboarding survey, within the first nine months of partnership with Perceptyx.
  • Utilized Perceptyx’s self-service feature to launch customized surveys addressing specific regional and functional needs, moving towards quarterly global pulses to maintain focus on current business priorities.
• The Impact:
  • Enhanced HR Business Partner discussions during exit interviews and improved onboarding processes, with plans to use a full year of exit data to develop action plans aimed at reducing attrition.
  • Notable increases in areas of development, recognition, and manager relationships as a result of targeted action plans based on survey insights.
  • Improved communication and development opportunities in specific markets, evidenced by the introduction of new communication formats and training following employee feedback.

Listening Product Used: Ask, Sense, Dialogue

• The Challenge:
  • Address concerns around career growth, development opportunities, and organizational culture as revealed via previous engagement survey results.
• The Solution:

  Revamped survey design to gain deeper insights into culture, belonging, growth, and performance management, leading to the introduction of targeted corporate HR initiatives, including:

  • A year-long leadership program for first-line managers.
  • Executive-level development opportunities and quarterly leadership development workshops.
  • A bi-annual promotion process and communication strategy for greater career visibility.
  • Appointment of the company’s first Chief DEI Officer, as well as the creation of 11 employee resource groups to foster a sense of belonging and enhance engagement.
• The Impact:
  • Witnessed a significant 12% increase in overall engagement score within two years, reaching 86.8%, with marked improvements in performance management, growth, and development categories.
  • Achieved a 92% first-year retention rate and a 95% retention rate for senior leaders.
  • Saw notable gains in key survey statements related to career goals and intent to stay, with intent to stay increasing by 3% over two years.
  • Improved growth and development scores by 5% overall in the last year through new initiatives and leadership development programs.
  • Increased participation rates in surveys and listening events, improved company pride, morale, sentiment, and reduced employee turnover.

Listening Product Used: Ask

• The Challenge:
  • Address the need for a more dynamic response to associate feedback, moving beyond a focus on numerical changes to establish a clearer link between feedback and action.
• The Solution:
  • Expedited the post-survey reporting process, delivering results to managers significantly faster by streamlining a hierarchical reporting system.
  • Increased direct engagement with associates through more than 100 feedback sessions, including Town Halls and Speak Ups, focusing on decoding feedback and determining impactful actions.
  • Introduced a weekly all-associate email and monthly Town Halls to report on strategic progress.
  • Enhanced transparency around career growth opportunities, including publicizing promotions and creating a program for associates to engage in developmental projects.
• The Impact:
  • Achieved an increase in the perception that, "Improvements were made as a result of associate feedback," with an item increase of +18, showcasing a direct link between feedback and actions in the associates' view.
  • Saw a significant improvement in perceptions of fairness in advancement opportunities, evidenced by a +12 increase in the relevant survey item.
  • Continued to focus on inter-departmental communication and career growth, with initiatives like cross-departmental meetings and the implementation of a career path framework.

Listening Product Used: Ask

• The Challenge:
  • Maintain high engagement and address stagnating survey scores by developing a fresh approach to effectively capturing and actioning employee feedback.
• The Solution:
  • Introduced crowdsourced surveys to complement the annual satisfaction survey, focusing on key areas identified for improvement, such as feedback, growth, and procedural fairness.
  • Implemented targeted training programs and initiatives to address these areas directly, fostering a culture of continuous learning and development.
• The Impact:
  • Introduced Conversational Capacity and Building Trust training, leading to improved communication skills and stronger relationships.
  • Metrics related to comfort in providing feedback and receiving coaching from managers showed significant improvement.
  • Launched career development initiatives, including Empower Hours and the Career Discovery course, leading to enhanced career growth opportunities and an increase in the average rate of internal promotions from 7% in 2021 to 11% in 2023.
  • Conducted a compensation and job description audit and offered one-on-one coaching to address fairness concerns, along with Wellness Days to support greater work-life balance.
  • Demonstrated the positive impact of listening initiatives on organizational health via improvements in engagement scores and a reduction in turnover rates from 10.78% in 2021 to 7.28% in 2023.

Listening Product Used: Dialogue

• The Challenge:
  • Develop a more cohesive and impactful employee engagement strategy.
  • Address inconsistencies in action planning across the company.
• The Solution:
  • Utilized Perceptyx to share results and identify key themes for action planning.
  • Established dedicated action planning teams at both the enterprise and local levels.
  • Promoted leadership focus on communication, benefits, learning and development, DEI, recognition, and trust.
  • Held leadership training and collaborated with HR Business Partners to identify improvement areas.
• The Impact:
  • Formed cross-functional teams to address company themes of Trust and Respect, Communications, and Recognition.
  • Initiated company-wide and local action planning meetings, ensuring accountability and support.
  • Implemented an “Inclusive Leader Toolkit”, developed in collaboration with the DEI team, to foster more inclusive leadership.
  • Achieved consistent results over two years, maintaining high overall engagement of 85%.
  • Noted significant improvements in Trust and Respect, Communications, and Recognition through continuous focus and effort.

Listening Product Used: Ask, Sense

• 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.

Listening Product Used: Ask, Sense

• The Challenge:
  • Modernize the employee engagement strategy to better reflect the organization's commitment to creating a positive employee experience.
  • Partner with a vendor to unite data previously hosted by separate vendor platforms for different surveys to eliminate inefficiency and reduce costs.
• The Solution:
  • Launched first-ever comprehensive census survey integrating employee, provider engagement, and RN satisfaction.
  • Transitioned from merely administering surveys to fostering an organizational culture deeply committed to employee engagement, as outlined in its People First Promise.
• The Impact:
  • Achieved an 84% response rate on first-ever integrated survey, surpassing previous engagement and satisfaction surveys.
  • Identified consistent engagement priorities across different employee groups, facilitating collaborative action planning focused on common goals.
  • Initiated a formal, enterprise-wide, multi-disciplinary strategy for workplace safety, improving safety scores in subsequent pulse surveys, reflecting increased confidence in the survey process and safety at work.

Listening Product Used: Ask, Sense, Dialogue, Cultivate

• The Challenge:
  • Uplevel performance management practices in response to the challenging macroeconomic environment for technology companies.
  • Gain deeper insight into a persistent manager effectiveness gap, identifying opportunities for improvement in leadership skills, performance feedback, and goal setting.
• The Solution:
  • Conducted an in-depth analysis of Manager Effectiveness results, identifying organizational hotspots and integrating diverse data sets for targeted insights at the manager level.
  • Collaborated with senior leaders to share results and recommend targeted training and development strategies, focusing on performance feedback and skill development.
  • Created tailored programming to address specific functional needs, enhancing manager capabilities for performance conversations and development planning.
• The Impact:
  • Increased manager ratings in surveys and 360 evaluations.
  • Improved employee engagement and performance.
  • Implemented a Manager Effectiveness 180 survey to provide further insights into business impact, with plans to monitor turnover in the 2024 surveys.

Listening Product Used: Ask, Sense

• The Challenge:
  • Ensure that employee feedback, especially from their extensive listening initiatives, is effectively translated into actionable improvements across the organization.
• The Solution:
  • Emphasized the "Feedback in Action" theme, encouraging leaders to actively engage with their teams to discuss survey results and identify areas for enhancement.
  • Instituted HR Elevations Council to address widespread employee concerns at a company-wide level, focusing on solutions and unified communication strategies.
  • Leveraged Perceptyx to pinpoint and address key employee issues, leading to initiatives like the Emergency Loan Program and enhanced financial coaching benefits.
• The Impact:
  • Notably increased confidence among employees that their feedback would lead to improvements, as evidenced by an increase in the relevant survey items.
  • Enhanced employee pride in the company and morale, alongside a greater willingness to recommend Comcast NBCUniversal's products and services, underscoring the positive effects of a responsive and action-oriented feedback culture.

Listening Product Used: Ask, Sense, Cultivate

• The Challenge:
  • Overcome employee hesitancy to participate in the annual survey due to confidentiality concerns and previous challenges in actioning feedback.
• The Solution:
  • Partnered with Perceptyx to refine the annual survey process, resulting in a significant increase in participation due to assured confidentiality and the streamlined delivery of results.
  • Implemented targeted training for leaders to develop action plans based on survey results, enhancing leadership capabilities and enabling more effective responses to employee feedback.
• The Impact:
  • Achieved a 21% increase in survey participation, signaling improved trust among employees.
  • Recorded improvements in employee engagement and satisfaction metrics, with engagement increasing from 85% to 88% and satisfaction from 95% to 96%.
  • Initiated a comprehensive analysis of the relationship between employee engagement and customer experience, aiming to establish a baseline for future improvements and further align employee satisfaction with organizational mission fulfillment.

Listening Product Used: Ask

• The Challenge:
  • Address discrepancies in the employee experience for production (non-exempt operators in manufacturing environments) and non-production (salaried) workers.
  • Equip production managers with the skills to effectively use talent tools and resources, enhancing their ability to engage and develop their teams.
• The Solution:
  • Reinforced the importance of the survey and the organization’s commitment to taking action based on employee feedback via the “You Said___, We Did___” campaign.
  • Utilized Perceptyx’s “1-2-3” action planning process for managers.
  • Used 360 assessments for leadership development.
• The Impact:
  • Saw a notable increase in production managers holding career conversations, giving performance feedback, and supporting work/life balance.
  • Improved Diversity, Equity & Inclusion (DE&I) scores by 6 points in conjunction with manager behavior improvements.
  • Recorded Engagement Index Score of 80% in 2023, with a participation rate of 77%.
  • Maintained annual voluntary attrition rate at a low 5%.

Listening Product Used: Ask, Cultivate

• The Challenge:
  • Improve perceptions of fair advancement opportunities and available career paths within the company, identified as key engagement drivers.
• The Solution:
  • Launched "FutureReady" initiatives, focusing on skill development, leadership training, and innovative career development opportunities, such as virtual career fairs and dedicated skill-building days.
  • Introduced a Career Framework to encourage diverse career trajectories and improve internal candidate support.
• The Impact:
  • Achieved significant improvements in employee perceptions of advancement fairness (+5 points) and career opportunities (+3 points), surpassing the 75th percentile in both areas.
  • Elevated overall employee engagement to 83.7% favorability, approaching the industry benchmark and demonstrating the impact of listening and acting on employee feedback.

Listening Product Used: Ask, Sense

• The Challenge:
  • Integrate two groups of associates and merge two organizations into one cohesive Encova culture following the affiliation between Motorists Insurance Group and BrickStreet Mutual Insurance Co. in 2017, and the subsequent rebranding to Encova Insurance in 2019.
  • Embody a “We are Encova” mindset amidst structural changes and use the associates' listening program to guide the integration and continuous improvement efforts.
• The Solution:
  • Utilized listening to gather feedback throughout the affiliation process.
  • Emphasized the importance of survey participation to foster a cohesive culture.
  • Developed a plan for continuous improvement based on associates' feedback, aiming to ensure that associates felt heard and were part of the company's evolution.
• The Impact:
  • Increased employee engagement from 75.9% in 2018 to 86% in 2021, and further to 88% in 2023, indicating a successful cultural integration and strong associate connection to the company and its vision.
  • Witnessed a significant increase in favorability for the specific survey item, “I am optimistic about the future of Encova,” jumping 25 percentage points from 59% to 84% between 2018 and 2023.
  • Achieved company growth and profitability during challenging economic conditions, indicating a strong correlation between positive workplace culture, employee engagement, and successful business outcomes.

Listening Product Used: Ask

• The Challenge:
  • Integrate and align global team members with corporate culture and strategic priorities.
  • Enhance the talent lifecycle, health & safety initiatives, and overall employee experience.
  • Address challenges in merging cultures post-acquisition, ensuring smooth onboarding of new team members.
• The Solution:
  • Gathered feedback on communication effectiveness, talent lifecycle value, managerial interactions, team collaboration, health & safety initiatives, and overall employee experience.
  • Implemented 30-day baseline and 90-day follow-up surveys to support cultural integration post-acquisition, complemented by focus groups for in-depth insights.
  • Engaged in targeted discussions to identify improvement areas and gather innovative solutions from team members.
  • The Talent Management team monitored and supported the implementation of action plans derived from team feedback.
• The Impact:
  • Achieved high response rates from manufacturing locations, providing a robust data set for actionable insights.
  • Identified 1-2 focus areas per location, leading to tailored action plans and ongoing monitoring of progress.
  • Shared "Survey in Action" success stories via the Intranet and TV screens at key locations to celebrate improvements and maintain visibility of positive changes.
  • Recorded double-digit favorability increases year-over-year in Change Management, Continuous Improvement, and Clarity of Direction at key manufacturing sites, evidencing the positive impact of the strategy.

Listening Product Used: Ask

• The Challenge:
  • Integrate core values deeply within its organizational culture.
  • Continuously assess and enhance the workplace environment, particularly in the realms of inclusion, decision-making, speaking up, and process efficiencies.
  • Address challenges heightened by significant organizational changes and a commitment to embodying its core values of collaboration, expertise, innovation, and responsibility.
• The Solution:
  • Launched comprehensive Culture surveys in partnership with Perceptyx to gauge the embedding of core values and identify improvement areas.
  • Established a “Decision-Making One-Stop Resource Center” for leaders.
  • Rolled out psychological safety curriculum based on Amy Edmondson’s teachings.
• The Impact:
  • Observed a notable increase in employee engagement scores, reflecting a deepening alignment with FINRA’s core values.
  • Implemented strategic initiatives such as the establishment of a Racial Justice Task Force that led to a more inclusive, empowered, and efficient workplace.
  • Received positive feedback from employees on the new programs and strategies aimed at fostering a supportive and collaborative environment.

Listening Product Used: Ask

• The Challenge:
  • Build a listening strategy and develop KPIs to guide continuous organizational improvement.
• The Solution:
  • Initiated a listening strategy built around engagement surveys in order to identify key areas for improvement, one of which was employee benefits.
• The Impact:
  • Developed an enhanced benefits program directly addressing employee needs based on engagement survey results and focus group feedback, set to roll out by August 2024.
  • Will use future positive shifts in engagement metrics to validate subsequent listening strategy adjustments and improvements.

Listening Product Used: Ask

• The Challenge:
  • Lack of a clear baseline for employee engagement.
  • Maintain retention rates lower than industry standard.
• The Solution:
  • Conducted a baseline survey for employee engagement to identify and prioritize areas for improvement, with a specific focus on lifecycle listening.
  • Collaborated with internal departments to assess and enhance the onboarding experience, implementing measures for better internal communication, personalized interactions, and an improved new hire experience.
• The Impact:
  • Achieved a significant increase in 30-day engagement rates, from 81% in Q3 2023 to 93% in Q4 2023 and reaching 100% in Q1 2024, indicating a successful overhaul of the onboarding process.
  • Initiated longer-term monitoring of retention rates to assess the enduring effects of these improvements on the overall employee experience.

Listening Product Used: Ask, Sense

• The Challenge:
  • Address feedback from employees regarding lack of career and advancement opportunities, which had been a consistently low-scoring question across the exit, onboarding, and engagement surveying done with Perceptyx.
• The Solution:
  • Launched a comprehensive career resource center featuring an internal job board, success stories for mentorship inspiration, and illustrative career paths for all job disciplines within the organization.
• The Impact:
  • Saw notable improvement in engagement survey responses related to career advancement opportunities, with specific increases in fairness of advancement opportunities (+5 points) and availability of career opportunities (+2 points).

Listening Product Used: Ask, Sense

• The Challenge:
  • Improve empowerment in the field and demonstrate organizational responsiveness to employee feedback.
• The Solution:
  • Conducted an in-depth analysis of July survey results, followed by the implementation of significant organizational enhancements based on identified employee priorities.
  • Announced improvements to employee benefits packages and added floating holidays in response to feedback, coupled with the initiation of an ongoing listening strategy.
  • Launched an Engagement Action Plan Pulse Survey in November to evaluate the progress and impact of these initiatives.
• The Impact:
  • Achieved a higher-than-benchmark response rate on the Employee Engagement (EE) survey, indicating strong employee involvement and interest.
  • Witnessed a significant 10% average increase in empowerment scores in the subsequent Pulse Survey, affirming the effectiveness of the actions taken and the appreciation from the field for having their voices heard and acted upon.

Listening Product Used: Ask

• The Challenge:
  • Understand workforce fatigue and disengagement exacerbated by the COVID-19 pandemic.
  • Address critical recruitment and retention issues within a stretched healthcare system.
• The Solution:
  • Deployed a comprehensive listening program using candidate, onboarding, exit, and on-demand surveys to inform strategic decisions.
  • Launched "Our Promise" retention strategy focusing on listening, recognition, health and safety, and learning and development.
• The Impact:
  • Significant improvements in employee experience, with a 10-point increase in overall employee experience rating and a 20-point jump in favorability related to the question, "Overall, how would you rate your organization as a place to work."
  • Reduced voluntary turnover from 10.3% (January 2023) to 9.0% (January 2024) , showcasing the success of the new engagement and retention strategies.

Listening Product Used: Ask, Sense

• The Challenge:
  • Initiate a comprehensive employee listening program to better understand and respond to the evolving needs of its workforce, aiming to foster a culture of collaboration, belonging, and informed decision-making.
• The Solution:
  • Launched the "One Vision; Many Voices" Employee Experience Survey in 2023, benefiting from exceptional support from senior leadership and a strong partnership with Perceptyx.
  • Streamlined the survey process for quicker time to feedback.
  • Enhanced communication with a focus on action and transparency through Town Halls, Speak Ups, and a weekly email to all associates.
  • Encouraged leadership to directly engage with employees for clearer insights and targeted actions.
  • Focused on career growth transparency and opportunities for development.
• The Impact:
  • Partnered with Perceptyx to deliver a comprehensive engagement survey, achieving a 94% response rate.
  • Implemented strategic communication improvements, leading to a significant increase (+18) in the perception that, "Improvements were made as a result of associate feedback."
  • Actively engaged in feedback sessions across the company, promoting a culture where employee voices lead to tangible changes.
  • Enhanced career growth visibility and fairness, resulting in a +12 increase in the item, "Advancement opportunities are awarded fairly."

Listening Product Used: Ask, Sense

• The Challenge:
  • Resolve challenges, raised by employees, due to significant organizational changes, including leadership shifts, organization restructuring, and business transformation.
  • Struggles arose in the areas of communication, transparency in decision making, change management and understanding the future vision of the organization.
• The Solution:
  • Leveraged the People Insights Platform for extensive employee feedback captured across multiple listening events (onboarding, NPS, inclusion, engagement, and exit).
  • Developed action plans based on survey insights, integrating these plans with leadership performance goals and compensation to drive accountability.
  • Expanded use of dashboards for deeper data analysis across survey, and to identify critical employee populations for targeted interventions.
• The Impact:
  • Identified resilience in team cohesiveness despite organizational changes via continued improvements in the seven metrics tracked in the People Sentiment Scorecard.
  • Addressed communication concerns by focusing on improved communication strategies, tailored by employee groups.
  • Implemented small group listening sessions with the CEO, promoting transparency, and engagement.
  • Launched a People Sentiment Scorecard that tracks employee listening KPIs alongside other business KPIs as part of quarterly business reviews.

Listening Product Used: Ask, Sense

• The Challenge:
  • Engage a global workforce to maintain ITW’s culture of innovation and respect.
  • Identify and address specific areas for improvement to boost engagement and the external reputation of the organization in the communities where it operates.
• The Solution:
  • Conducted comprehensive engagement surveys across multiple divisions and countries, focusing on direct feedback and benchmarking to inform continuous improvement initiatives.
  • Implemented targeted actions, including focus groups, wellness programs, community involvement, and diversity & inclusion measures, based on survey insights.
• The Impact:
  • Significant improvement in engagement scores, with one location achieving a 35-point increase, as well as increased overall survey participation.
  • Boosted community reputation, evidenced by a notable increase in positive perceptions — from 15% to 51% favorable in one division — through strategic community engagement efforts such as partnering with community colleges to offer technical training, factory open houses, and sponsorship of youth sports teams.
  • Established a baseline for diversity and inclusion strategies in the global business segment, leveraging multilingual survey capabilities for inclusive feedback gathering.

Listening Product Used: Ask

• The Challenge:
  • Address multiple fronts of organizational change, including manager effectiveness, DEI, and the implications of several corporate events and policy changes, such as remote work adjustments, acquisitions, and operational outsourcing.
• The Solution:
  • Ran targeted pulses to assess manager communication of corporate objectives and performance feedback.
  • Developed specific survey questions to evaluate the inclusivity of the work environment.
  • Utilized pulses to understand employee sentiments during key organizational changes.
• The Impact:
  • Improved the quality of performance feedback in alignment with corporate objectives, underpinning the success of internal leadership programs and contributing to a culture of accountability and growth.
  • Enhanced the inclusivity of hiring practices, increased awareness and education around DEI issues, and successfully mirrored the diversity of the community within the employee base, marking significant progress in fostering an inclusive workplace.
  • Implemented a structured communication strategy, including management town halls and leadership programs aimed at navigating change fatigue effectively.
  • Addressed change fatigue through enhanced communication and leadership engagement, maintaining stability and employee trust through significant organizational shifts, including acquisitions and operational outsourcing.

Listening Product Used: Dialogue

• The Challenge:
  • Understand employee sentiment during challenging conditions, including support for colleagues during California’s wildfires and enabling resources for work from home during the pandemic.
  • Link the survey to the launch of the DEI strategy and address uncertain economic conditions.
• The Solution:
  • Used pulse surveys as a catalyst for deploying training and support materials, addressing some employee concerns.
  • Conducted engagement surveying in preparation for the launch of Keysight’s “strategy activation” training, which had been delayed due to challenging macroeconomic conditions.
• The Impact:
  • Cultivated a clear understanding among employees about what is expected of them in their work.
  • Achieved high scores on questions related to employee values, manager relationships, and the ability to speak up.
  • Saw an increase in participation from 5,365 in 2021 to 10.4K (63% of the organization) in 2022, maintaining this level in 2023.

Listening Product Used: Dialogue, Cultivate

• The Challenge:
  • Evolve from an annual survey to a global talent listening strategy, including comprehensive lifecycle feedback and agile, ad-hoc surveys for real-time insights.
• The Solution:
  • Adopted People Insights Platform products, including Ask and Sense, for comprehensive feedback collection, driven by Perceptyx's analytics and expert consultation.
  • Launched ‘Your Voice’ annual survey, emphasizing transparency and active participation in feedback-driven action plans.
  • Introduced targeted initiatives such as Development Day and a Manager Essentials program to address specific areas of employee concern, particularly around training, development, and interdepartmental communication.
• The Impact:
  • Significantly improved training and development satisfaction, with an 8-point increase in favorability, reflecting a more engaged and supported workforce.
  • Implemented Quarterly Connections for corporate functions to enhance cross-departmental communication and collaboration, strengthening core company values.
  • Achieved a remarkable 94% participation rate in the annual employee opinion survey, indicating high employee trust and engagement with the feedback process.
  • Notably reduced voluntary terminations by 82% from 2021 to the end of 2023, underlining the success of Majesco’s employee-focused initiatives and its use of the People Insights Platform.

Listening Product Used: Ask, Sense

• The Challenge:
  • Socialize the value of employee listening to boost survey participation.
  • Change the survey narrative by demonstrating the confidentiality and value of survey feedback.
• The Solution:
  • Utilized newsletters, rallies, and meetings to reassure team members about anonymity and impact.
  • Showcased the administrator view of the Perceptyx platform to dispel concerns about data privacy.
  • Emphasized the importance of survey participation through various communication channels, including video demonstrations and personal reassurances from leadership.
• The Impact:
  • Achieved a 90% response rate for two consecutive years at Mohegan Casino Las Vegas.
  • Introduced vibrant visual display walls to transparently share survey results, priorities, and progress toward initiatives.
  • Observed a 73% increase in favorability across survey categories from 2022 to 2023.
  • Demonstrated the EX-to-customer experience (CX) by mapping the correlation between motivated staff, successful CX programs, and organizational health.
  • Noted a 3-point increase in enterprise CX scores from 2022 to 2023, exceeding industry benchmarks by five points.
  • Achieved significant improvements in both EX and CX scores at notable properties such as Mohegan Casino Las Vegas and Resorts Casino Hotel Atlantic City, standing out in competitive markets.

Listening Product Used: Ask, Sense

• The Challenge:
  • Maintain the unique, caring, and collaborative culture of Neurocrine Biosciences during periods of rapid growth and expansion, while preventing dilution of core values.
• The Solution:
  • Implemented a strategy focused on gathering and acting upon employee feedback through annual surveys, pulse checks, and lifecycle surveys.
  • Developed a tiered approach to action planning, with executive leadership tackling systemic issues and team leaders addressing specific team needs.
• The Impact:
  • Achieved high levels of engagement and trust, as evidenced by a 92% response rate to the annual survey, reflecting employees' commitment to company culture.
  • Consistently surpassed the 90th percentile in industry benchmarks provided by Perceptyx, setting new standards for the employee experience within the biotech sector.
  • Fostered a culture of trust and continuous improvement.
  • Successfully attracted and retained top talent, critical for sustained growth and innovation, underscored by low turnover rates.

Listening Product Used: Ask, Sense

• The Challenge:
  • Develop a new approach to employee engagement and well-being amid challenges such as the COVID-19 pandemic, societal upheavals, and a shifting work environment.
  • Address DEI issues and focus on employee well-being amidst the heightened war for talent.
  • Evolve from a biennial engagement survey approach to a more nuanced, timely understanding of employee sentiment.
• The Solution:
  • Introduced pulse surveys between March 2020-22 focused on remote work support, well-being, productivity, and return-to-office (RTO) plans.
  • Conducted opt-in listening sessions on DEI through a third-party vendor, enabling delicate support and broader discussion.
  • Utilized survey insights to develop an RTO plan that catered to employee concerns and motivations, including a voluntary office reopening for those needing dedicated workspaces.
• The Impact:
  • Crafted a hybrid work policy using insights from the surveys, which generated positive feedback from employees.
  • Transitioned to a listening-first organization, focusing on delivering on the Employee Value Proposition (EVP) and enhancing the employee experience across the lifecycle.
  • Observed a +4 point increase in employee engagement versus pre-pandemic levels.
  • 75% of hybrid workers reported a positive return-to-office experience.
  • Experienced a decrease in voluntary attrition from 10% in 2021 to 7% in 2023.
  • Found that 61% of exiting employees would recommend New York Life as a great place to work.
  • Maintained an 87% response rate on the latest Employee Engagement survey, indicating strong engagement and trust in the survey process.

Listening Product Used: Ask

• The Challenge:
  • Enhance strategic engagement and action planning based on feedback across various stages of the employee lifecycle. Develop a strategic vision and approach for team member listening for ongoing maturity, growth and impact.
• The Solution:
  • Transition from reactive to proactive, agile listening across multiple channels to capture comprehensive employee sentiment.
  • Reimagined the annual organization health survey to align more closely with organizational values and goals, focusing on leadership effectiveness and a comprehensive employee experience.
  • Utilized qualitative data analysis to enrich feedback interpretation and story-telling, enhancing decision-making and strategic direction.
• The Impact:
  • Achieved a 74% response rate (54,000+ responses) across the entire organization in the latest annual survey.
  • Introduced a consulting service for off-cycle listening and action plan follow-ups, which received a perfect (100) NPS score from internal stakeholders.
  • Reduced time required for employee survey completion while also reducing turnaround time for sharing results.

Listening Product Used: Ask, Sense, Dialogue

• The Challenge:
  • Maintain high levels of employee retention and engagement amidst the complexities of health care services.
    
  • Effectively capture and act upon the diverse feedback of its workforce, considering their unique roles and experiences within the health care environment.
    
  • Address specific challenges related to employee burnout, well-being and professional growth opportunities.
    
    
• The Solution:
  • Implemented a robust employee listening strategy encompassing annual engagement surveys, lifecycle surveys and pulse surveys to gather comprehensive feedback.
    
  • Initiated targeted programs focused on burnout, well-being and career development.
    
  • Launched streamlined communication and action planning processes.

   

• The Impact:
  • Scored in the 79th percentile against Perceptyx’s national health care benchmarks for burnout in 2023, up from the 12th percentile in 2019.
    
  • Improved from the 50th percentile among similarly-sized health care in terms of turnover in 2022 to the 75th percentile in 2023 following concerted efforts to address career development and burnout.
    
  • Saw improvements in patient safety ratings and persistent “A” grade ratings for all Norton Healthcare inpatient facilities.
    
    

Listening Product Used: Ask, Sense, Dialogue

• The Challenge:
  • Improve the experience of growth at Organon, especially in the context of the company's transition from Merck/MSD.
  • Redefine growth opportunities beyond traditional upward mobility for a workforce primarily composed of employees from the legacy company (Merck/MSD), ensuring founders see Organon as a vital part of their career journey.
• The Solution:
  • Trained managers on guiding founders toward suitable growth opportunities through discussions about aspirations and development paths.
  • Implemented a tripartite model focusing on Growth Through Experiences, Relationships, and Training, emphasizing internal mobility, mentoring, and accessible learning opportunities.
  • Added Growth as a dimension in the Flourishing model to measure Organizational Health, supported by a balanced scorecard for tracking progress.
• The Impact:
  • Recognized as Organon’s most impactful program in 2022 and 2023, Changing Metrics & Mindsets effectively shifted the culture around career development and mobility.
  • Increased the internal fill rate by 8.5% year-over-year, with growth opportunity scores improving by 4%.
  • Empowered managers and founders to engage in meaningful development conversations, fostering an environment where all forms of growth are celebrated.
  • Enhanced transparency and real-time data access through revamped Workday dashboards, aligning with the Growing @ Organon framework.

Listening Product Used: Ask, Sense

• The Challenge:
  • Harmonize work culture across Latin America (LATAM) operations, addressing disparities in strategic processes and communications stemming from the acquisition of several regional companies.
  • Improve access to and understanding of career development and internal growth opportunities for all employees.
• The Solution:
  • Utilized the People Insights Platform to conduct employee listening across Mexico, Colombia, Argentina, Chile, and Uruguay.
  • Used annual engagement survey to learn more about employee needs in various areas, including growth and development.
• The Impact:
  • Adopted a cohesive colleague recognition strategy across the LATAM region, integrating successful tactics like public recognition during town hall meetings from the Mexico team.
  • Announced plans for a consistent performance management conversation process across regions, enhancing feedback and career development.
  • Launched several career development programs and resources, emphasizing "Growth for Everyone" to provide colleagues with the tools for professional advancement.
  • Fostered collaborative relationships via an internal forum for colleagues to share their leadership advice.

Listening Product Used: Ask

• The Challenge:
  • Foster employee engagement and build a unified team culture following significant organizational changes.
  • Understand employee needs and priorities amid the complexities of operating as a major utility provider, which range from regulatory and safety requirements to ongoing job-market shortages for key roles.
• The Solution:
  • Leveraged Perceptyx for comprehensive employee engagement surveys and specialized programs.
  • Introduced the "Joy at Work Index" to measure the effectiveness of initiatives aimed at making employees feel known, loved, proud, and enjoy their work.
  • Conducted more than 20 coworker surveys to gather actionable insights.
• The Impact:
  • Recorded a 12% increase in the Joy at Work Index year over year, reflecting enhanced workplace satisfaction and morale.
  • Achieved a 17% increase in coworker engagement, with participation growing from 14,500 to 17,700 respondents.
  • Successfully recognized nearly 300 coworkers and engaged over 1,200 in leader recognitions through the Joy On Wheels initiative.
  • Enhanced coworker sentiment regarding recognition and appreciation, with these themes prominently mentioned nearly 2,000 times in feedback.

Listening Product Used: Ask, Sense

• The Challenge:
  • Align workplace culture with employees' evolving needs during significant organizational changes, including a large-scale merger.
  • Action plan to maintain high engagement and a positive employee experience.
• The Solution:
  • Implemented a pre-merger listening strategy using Perceptyx’s M&A index.
  • Conducted detailed analyses for tailored action plans, and launched programs like their ‘Powering Global Markets’ events to integrate and reassure newly acquired teams.
  • Developed a robust 5-year survey strategy, focusing on creating a safe to speak work environment and enhancing employee well-being with targeted surveys and toolkits.
• The Impact:
  • Maintained and improved engagement and confidence through the merger, with low attrition rates, signifying successful integration and communication efforts.
  • Introduced significant enhancements in employee health and well-being, including workshops, well-being benefits, and Wellness Days, reflecting a strong commitment to employee welfare.
  • Applied employee feedback and insights to develop a unified hybrid work model and an improved onboarding experience.
  • Achieved an 89% completion rate in the 2023 Annual Survey, with a 5-year average completion rate of 89%.
  • Maintained strong overall engagement at 87% in 2023, with a 5-year average score of 86% despite significant disruptions and changes.
  • Recorded a low voluntary turnover rate of 7.20% in 2023.

Listening Product Used: Ask, Sense

• The Challenge:
  • Partner with Perceptyx to elevate the survey experience for employees and managers.
  • Enhance employee engagement and foster a strong team culture following a major acquisition.
• The Solution:
  • Successfully surveyed 9,000 new employees at companies acquired by Solenis.
  • Streamlined survey questions and introduced a 5-point rating scale across the organization.
  • Added new questions focused on the acquisition and enabled open-ended feedback.
  • Implemented action planning for managers to develop specific plans aimed at improving team culture.
• The Impact:
  • Achieved a significant increase in survey participation, from 87% to 89%, even with the integration of a new company.
  • Improved the process of action plan submission and tracking through the platform's features.

Listening Product Used: Ask

• The Challenge:
  • Enhance employee engagement and participation in the Culture Survey to gain broad and meaningful insights and ensure the data collected is representative and actionable.
• The Solution:
  • Streamlined the survey to 20 focused questions, enhancing simplicity and item relevance.
  • Launched a targeted communication campaign, using diverse channels and adapting messages to reach all employee groups effectively.
  • Involved people leaders directly in the process by integrating participation goals and facilitating survey access for their teams, particularly in retail and production areas.
  • Enhanced survey accessibility with seamless integration between Perceptyx and Workday, utilizing SSO links, and offering the survey in 20 languages to ensure inclusivity.
• The Impact:
  • We significantly increased the survey participation rate from 42% in 2021 to 91% in 2023, surpassing the target with the involvement of all employee groups in the feedback process.
  • By providing support and tools to leaders we achieved 100% follow-up by functional leads with their teams. By taking action we demonstrated that the employees voices matter and can ignite positive change.

Listening Product Used: Ask, Sense, Dialogue

• The Challenge:
  • Identify and elevate the awareness of creating psychological safety in speaking up within the organization as an opportunity to continuously improve based upon survey data from team members.
• The Solution:
  • Conducted in-depth analyses of survey results, focusing on departments with notably high and low scores on the “safe to speak” item.
  • Engaged in qualitative interviews with a broad spectrum of team members to gather insights on fostering greater psychological safety.
  • Developed leader and team member toolkits based on successful practices identified in high-performing teams.
  • Initiated manager roundtables to encourage knowledge sharing and collaborative problem-solving among leaders.
• The Impact:
  • Created a strategic 5-year survey plan to maintain ongoing dialogue and improvements in organizational culture.
  • Set a strategic goal for the fiscal year of 2023 – 2024 focused on completing course offerings from the “Safe to Speak” toolkits and actioning plans to reinforce a culture where speaking up is encouraged and supported.
  • Underscored UC San Diego Health’s commitment to nurturing an inclusive, respectful, and engaging workplace.

Listening Product Used: Ask, Dialogue

• The Challenge:
  • Unify its employee engagement efforts across various business units and settings, including fieldwork with patients.
• The Solution:
  • Transitioned to Perceptyx's People Insights Platform, enabling a comprehensive approach to employee engagement surveys, lifecycle surveys, and targeted manager feedback collection.
  • Captured more nuanced employee feedback, driving an overarching employee experience strategy that is responsive to the unique needs of its diverse workforce.
• The Impact:
  • Implemented targeted improvements in areas such as awards and recognition, performance management, and career growth and development, based on insights gained from listening events.
  • Standardized organizational action planning with the “1-2-3” action planning tool in the People Insights Platform.

Listening Product Used: Ask, Sense, Cultivate

• The Challenge:
  • Identify and address gaps in understanding employee sentiment, engagement, and job satisfaction due to the absence of a comprehensive data analysis platform.
• The Solution:
  • Adopted a comprehensive survey strategy to assess employee experiences at various stages, utilizing OnDemand surveys for immediate feedback on specific issues and decisions.
  • Implemented targeted initiatives based on survey insights, such as zDays for employee well-being and a global culture reinvigoration campaign.
• The Impact:
  • Achieved significant improvements in employee engagement and satisfaction, with consistent year-over-year increases in engagement scores.
  • Enhanced decision-making and responsiveness to employee needs, particularly during critical periods like the COVID-19 pandemic.
  • Initiated a culture reinvigoration campaign, with ongoing collaboration to measure the success of newly implemented culture concepts, ensuring a positive and engaging workplace environment.

Listening Product Used: Ask, Sense