Unit 1: What HXM Is and Why It Matters: Week 1: The Core Elements of Human Experience Management

Week 1: The Core Elements of Human Experience Management
Unit 1: What HXM Is and Why It Matters

What HXM Is and Why It Matters
What is employee experience?
Beliefs, feelings, and attitudes,

resulting from an appraisal of
one’s job experiences
Locke, E. A. (1976). The nature and causes of job satisfaction. In M. D. Dunnette (Ed.), Handbook of industrial and
organizational psychology (pp. 1297 – 1349). Chicago: Rand McNally
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What is human experience management (HXM)?
Strategic management of the relationships

between company actions, employee
reactions, and workforce capabilities to
create engaged, agile, healthy, inclusive,
and effective organizations

The components of human experience management
HXM ERP
Technology Technology
Leadership Employee Workforce Business

Decisions Experience Characteristics Outcomes
Process Data Experience Data Workforce Data Operations Data
▪ Adoption ▪ Attitudes ▪ Staffing & Costs ▪ Profit & Loss
▪ Utilization ▪ Beliefs ▪ Skills &Capabilities ▪ Productivity &
▪ Descriptive ▪ Commitment ▪ Retention/Transfers Efficiency
Characteristics ▪ Confidence ▪ Diversity ▪ Customer Loyalty
▪ Well-Being Company Brand
Strategic Human Employee Core Human Business

Resources Listening Resources Operations
HXM data management
Business Strategy
HR Strategy
Process Design
Leadership Employee Workforce Business

Decisions Experience Characteristics Outcomes
Process Data Experience Data Workforce Data Operations Data
▪ Adoption ▪ Attitudes ▪ Staffing & Costs ▪ Profit & Loss
▪ Utilization ▪ Beliefs ▪ Skills &Capabilities ▪ Productivity &
▪ Descriptive ▪ Commitment ▪ Retention/Transfers Efficiency
Characteristics ▪ Confidence ▪ Diversity ▪ Customer Loyalty
▪ Well-Being Company Brand
Strategic Human Employee Core Human Business

Resources Listening Resources Operations
Why experience matters
Companies need employees to be engaged, committed, creative, agile, service-oriented, and collaborative,
but people cannot do this well if their work experience is creating anxiety, frustration, or disillusionment.
Digitalization of everything
▪ Accelerating pace of change
▪ Transparency & connectivity
▪ Labor market skill divide
Fewer births & longer lifespans

▪ Skills shortages
▪ Shifting labor supply
▪ Increasing workforce diversity

The types of experience that determine how we feel about work
“I am able to be
effective”
Task
Experience
Fulfillment Social
“My job provides Experience Experience “I like the people I
what I want and work with and how
need from work” we work together”
Aspects of the environment that shape how we experience work
WORK SPACE, TOOLS

PEOPLE WE WORK WITH
& TECHNOLOGY
Task
Experience
Fulfillment Social
Experience Experience
INDIVIDUAL TREATMENT EVENTS & ACTIONS

Managing experience includes understanding and managing expectations
Expectations
Attitudes,
Beliefs, and Perceptions
Emotions

HXM is critical in a world of constant change and frequent disruption
Why is working like

river rafting?

HXM is critical in a world of constant change and frequent disruption
The experience of change is

enjoyable when people feel:
✓ Motivated
✓ Supported
✓ Capable

What you’ve learned in this unit
▪ The definition of HXM and different types of

employee experience
▪ The “human experience cycle” integrating
experience, expectations, perceptions, and attitudes
▪ Why HXM matters in a world of accelerating change
and shifting labor markets

Topics week 1 – Overview
Week 1 Topic: The Core Elements of Human Experience Management Week 1: The Core Elements of
▪ What HXM is and why it matters (Steve Hunt) Human Experience Management
▪ Key components of HXM (Susie Thomas)
▪ HXM and the discipline of experience management (Ben Granger)
Week 2 Topic: Shaping & managing employee experience

▪ Principles of HXM design (Patrick Ashamalla)
▪ Understanding the employee experience you are creating (Ben Granger)
▪ Designing and staffing jobs from an experience perspective (Robert Richardson)
▪ Engaging, guiding, and rewarding employees (Susie Thomas)
▪ Coaching the coach – HXM and managerial effectiveness (Marcus Wolf)
▪ Career growth and learning (Andy Shean)
Week 3 Topic: Strategic applications of HXM

▪ Adopting an HXM mindset (Emily Wilson)
▪ Building HXM maturity (Brett Addis)
▪ Using experience data – linking X and O data (Steve Bennett)
▪ Using HXM to build specific cultures (Greg Selke)
▪ The future of HXM (Steve Hunt)

Week 1 Topic: The core elements of human experience management Week 2: Shaping & Managing
▪ What HXM is and why it matters (Steve Hunt) Employee Experience



Week 1 Topic: The core elements of human experience management Week 3: The Core Elements of
▪ What HXM is and why it matters (Steve Hunt) Human Experience Management



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Unit 2: Key Components of HXM
Key Components of HXM
Make it mine
▪ Learn something new

▪ Use my strengths
▪ Make an impact
▪ Feel accomplished
Task
▪ Be inspired Experience
▪ Make progress
▪ Collaborate
Fulfillment Social

Traditional ways of enabling, reaching, and engaging employees must be re-thought
Technology What makes Psychology

Human What makes a
a great
Feels personal to you Focus great day? Accomplished something
experience?
Made an impact
Able to get in, get what
you need, and get out Learned something
Used my strengths
Helps everyone see
Made progress
opportunity everywhere

The four primary aspects of the environment that impact how people experience work
PEOPLE WORKPLACE
Assess & improve manager, team, Improve technology, IT services,
culture, and organizational Task and workspace experiences for
Experience
effectiveness higher workforce productivity
Fulfillment Social
INDIVIDUAL EVENTS
Develop, reward, and Optimize key moments in the
retain talent at scale employee journey to improve candidate
experience, accelerate onboarding,
and identify key attrition drivers

Using technology to create positive experiences
Finding work Doing work Building a career

✓ Identifying opportunities ✓ Getting stuff done ✓ Building capabilities
✓ Applying for positions ✓ Collaborating with others ✓ Achieving life goals
✓ Joining organizations ✓ Balancing work-life ✓ Transitioning to new roles
demands

The experience of finding work opportunities
Is this a Will I be a Will I feel

Am I
company I want good fit welcomed into
qualified?
to work for? here? the organization?
Position Identifying Interviewing Onboarding

management candidate skills candidates new hire

The experience of doing work
Do I have what Will I be recognized

What’s expected of How can I
I need to be for my
me? improve?
successful? achievements?
Goal Increase Employee Motivate

setting productivity development employees

The experience of building a career
How will I Will I have the How can I

What options do
develop new opportunity to successfully
I have?
capabilities? advance? transition?
Assign Build talent Succession Decrease

training pools planning turnover

Redefine your approach
▪ Identify the moments that matter for your employees

▪ Assess both employee + company needs
simultaneously
▪ Design for both technical and psychological

▪ The four primary components of the work environment

that shape employee experience
▪ The relationship between traditional HR processes
and HXM
▪ How HXM impacts different workforce capabilities

Thank you.
open@sap.com
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warranty.
Unit 3: HXM and the Discipline of Experience
Management
HXM and the Discipline of Experience Management
What exactly is an experience?
Collection of sensory inputs

The human experience cycle
Experience
Perceptions
Expectations

Success
Experience
Perceptions Effort
Expectations
Emotion

Experience
Perceptions Attitudes
Expectations

Experience
Perceptions Attitudes Behaviors
Expectations

What is experience management?
Experience management (XM) is the discipline of

using both experience data (X-data)
and operational data (O-data)
to measure and improve
the four core experiences of business:
customer, employee, product, and brand

Experience management (XM) is the discipline of using

both experience data (X-data)

Experience management (XM) is the discipline of

using both experience data (X-data)

What does XM enable?
RAPIDLY XM CONTINUOUSLY
ADAPT LEARN
X-Data
+
O-Data
PROPAGATE INSIGHTS
We are what we repeatedly do. Excellence is not an act but a habit.

How does employee XM drive other core experiences?
XM

▪ What an “experience” is and how experiences impact

human perceptions, attitudes, and behaviors
▪ The broader concept of “experience management”
and how employee experience relates to customer
experience and brand experience
▪ The concept and value of integrating experience data
(X-data) and operational data (O-data)

Thank you.
open@sap.com
Follow all of SAP

warranty.

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Week 1: The Core Elements of Human Experience Management

Unit 1: What HXM Is and Why It Matters

Beliefs, feelings, and attitudes,

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Strategic management of the relationships

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Leadership Employee Workforce Business

Strategic Human Employee Core Human Business

Leadership Employee Workforce Business

Strategic Human Employee Core Human Business

Fewer births & longer lifespans

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WORK SPACE, TOOLS

INDIVIDUAL TREATMENT EVENTS & ACTIONS

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Why is working like

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The experience of change is

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▪ The definition of HXM and different types of

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Week 2 Topic: Shaping & managing employee experience

Week 3 Topic: Strategic applications of HXM

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Week 2 Topic: Shaping & managing employee experience

Week 3 Topic: Strategic applications of HXM

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Week 2 Topic: Shaping & managing employee experience

Week 3 Topic: Strategic applications of HXM

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▪ Learn something new

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Technology What makes Psychology

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Finding work Doing work Building a career

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Is this a Will I be a Will I feel

Position Identifying Interviewing Onboarding

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Do I have what Will I be recognized

Goal Increase Employee Motivate

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How will I Will I have the How can I

Assign Build talent Succession Decrease

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▪ Identify the moments that matter for your employees

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▪ The four primary components of the work environment

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Collection of sensory inputs

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Perceptions Attitudes Behaviors