Forecast 2021: Return on investment in your employee experience

PwC's accounting podcast

In our Forecast 2021 podcast series, we’re focused on offering insights to help you better understand and manage some of the opportunities and challenges that your company might face—think policy, technology, and other big picture topics.

In this week’s episode, we are talking about the benefits of investing in your employees’ experience. Host Heather Horn sits down with Angela Lester, an Experience Strategy and Design partner, and Claudia Montgomery, a managing director in Organization and Workforce Transformation, to discuss how and why it’s time for companies to focus on their employees’ experience concurrent with their overall business strategy.

Topics include:

• 1:16 - Four Fs. Our guests explain the four Fs needed to create an employee-engaging experience: form, flow, feeling, and function.
• 8:29 - The role of the CFO. Angela and Claudia walk us through why and how the war for talent can impact a company’s operations and financial metrics.
• 11:58 - The happy employee. We discuss how to create a culture where employees feel valued, and how your discretionary efforts will translate to customer satisfaction and business success.
• 18:56 - Measuring employee pulse. We tell you how to use qualitative measures to understand what the specific dynamics are around your employees’ experience. We discuss how to balance employee priorities with driving business forward.
• 26:52 - Designing a better experience. Angela explains how to begin designing an improved employee experience: analyze different personas, map them to business units, and prioritize friction points.
• 32:02 - Crystal ball. We fast forward several years to project what the future employee experience may look like.

Want to learn more? Read The four Fs of employee experience

Angela Lester is a partner in PwC’s Experience Strategy and Design group, focused on brand innovation, product and service design, inclusive design, personalization, e-commerce, and purpose-led impact.

Claudia Montgomery is a managing director in PwC’s Organization and Workforce Transformation group, focused on helping clients optimize human capital practices and create forward-thinking workforce strategies.

Heather Horn is PwC’s National Office thought leader, responsible for developing our communications strategy and conveying firm positions on accounting and financial reporting matters. She is the engaging host of PwC’s accounting and reporting weekly podcast and quarterly webcast series, as well as periodic webcasts for the power and utilities industry. With nearly 30 years of experience, Heather’s accounting and auditing expertise includes financial instruments and rate-regulated accounting.

Transcripts available upon request for individuals who may need a disability-related accommodation. Please send requests to [e-mail].