HFS Highlight: PwC generates EX value with a data-driven framework

A connected employee experience is the fundamental building block of the organization, but how do you solve for perceived gaps in experience and establish quantifiable value along the way?  PwC is placing big bets that with a data-driven strategy, the firm can help clients accomplish both. 

Organizational transformation of any kind is underpinned by employee experience and the ability for the evolving workforce, to connect across the organization, the customers and partners up and down the supply chain. It is also key to undertand how they engage and interface with technology, how their behavior relates to the organizational culture, and the values that are important to them which the company can embrace. 

How PwC links analytics and insight to return on experience (RoX) 

PwC has invested significantly in experience consulting and in developing a unique framework for measuring and quantifying experience initiatives, with $3M allocated to developing digital assets specifically for HR transformation in FY20 alone. The two foundational components to PwC’s approach include the BxT methodology and the EX Platform to unpack the data that sits under employee experience.  

• BxT: The BxT methodology aims to bring together business, experience and technology to deliver an agile aproach to HR transformation through three specific lenses: the needed business change, the technology required to embed a new solution, and the human-technology interface to support the experience. The methodology is then applied by bringing multi-disciplinary talent together in agile teams to co-create new experiences with clients, ultimately helping clients to embed the approach for continuous utilization within their organization.  
• EXP: the EX Platform placing employees at the center to understand gaps and opportunities. The EX Platform leverages three modules which can be approached individually or in concert as an end-to-end solution: Personas and Journeys provide empirical evidence on perceived gaps in experience with AI-driven Nudges to drive positive change. Underlying data combined with predictive modelling enables measurement and insight to identify the highest value EX initiatives for which an organization needs to solve.   

PwC considers these expressions of value as RoX, return on experience, combining the platform with its EX methodology to drive insights to actions for primary EX investment levers.  

Bottom Line: PwC’s EX Platform enables organizations to make targeted investments to deliver value in employee experience at scale 

In “normal” times, many organizations struggle to couple the impact of investments in employee experience with measurable expressions of value, from those that drive operational data to those that drive real, human connection with core values, culture, and purpose. In the current environment, where the digital transformation agenda has been rapidly accelerated and where the way we work has fundamentally changed, the essential need to connect employees to customers has never been greater. Employee experience must be embedded across the organization, and PwC is positioned with the platform, methodology, and data-driven insights to articulate the value of the journey.