1、DATA SNAPSHOTGlobal Study:HR Executives and XMDr.Cecelia Herbert,Ph.D.,XMPPrincipal XM CatalystMoira Dorsey,XMPPrincipal XM CatalystTalia QuaadgrasSenior Research AssociateMarch Copyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTTo understand the current state of experience mana

2、gement(XM)in HR,Qualtrics XM Institute surveyed 911senior leaders in HR/People Operations at companies with 1,000 or more employees about their companiesXMefforts.Highlightsfromtheresearchinclude:+HR is growing in importance around the world.Not only are HR organizations growing,with 70%of HRleaders

3、 reporting budget increases and 63%reporting headcount increases for the year,but they are alsogrowing their strategic importance.74%of HR leaders said HR is more involved in their companysstrategicinitiativescomparedtobeforetheCOVID-19pandemic.+HR leaders reported strong EX management capabilities,

4、but theres room for improvement.HRleaders rated their employee experience management capabilities as strong across the three elements oftechnology(71%),culture(69%),and skills and capabilities(73%).They still see the importance ofimproving their employee experience capabilities;84%said this is impor

5、tant for their organization to dooverthenext threeyears.+Lack of clear strategy is the top obstacle to EX success.Thirty percent of HR leaders cited lack ofclear strategy as an obstacle.Organizations with fewer than 10,000 employees were more likely to reportthis as an obstacle(32%)compared to large

6、r companies(23%).Globally,HR leaders cited misalignedincentivesandrewards andlackof critical skills asobstaclesnext most frequently.+Theres high perceived value in connecting employee and customer experience.Over four in five HRleaders said it would be valuable or extremely valuable for their organi

7、zation to better understand theelements of employee experience that have the strongest impact on customer experience.Meanwhile,just31%of respondentssaidtheirorganizationisveryeffective at identifyingtheseelements.+Data privacy and quality are the top concerns for disparate employee data storage.More

8、 than fiftypercent of respondents cited each of these items as a risk of disparate data storage.Meanwhile,these HRleadersreportedtheirorganizationsusing,onaverage,2.3experiencemanagement platforms.Executive SummarySTUDY KEY FACTS 911 Senior leaders in HR/People Operations Companies with 1,000 or mor

9、e employees Conducted in Q4 2022/Q1 2023 9 Copyright 2023 Qualtrics.All rights reserved.STUDY OVERVIEW The data for this report comes from a study of senior leaders in HR/People Operations that Qualtrics XM Institute conducted in Q4 of 2022 and Q1 of 2023.Using an online survey,XM Institute collecte

10、d data from 911 senior leaders in HR/People Operations working at companies with more than 1,000 employees headquartered in Australia,Brazil,France,Germany,Japan,Mexico,Singapore,the United Kingdom,and the United States.Global Study:HR Executives and XMFIGURES IN THE REPORT1.Study Demographics2.Chan

11、ges to HR Budgets and Headcount3.HR Involvement in Strategic Initiatives AfterCOVID4.Focus on Employee Experience After COVID5.FutureNeedtoRespondtoUnexpectedEvents6.Future EX Improvement7.EX Management Technological Capabilities8.EX Management Culture Capabilities9.EX Management Skills and Capabili

12、ties10.EX Management Agility11.Future HR Involvement in XM Capabilities12.XM Importance13.2023 Areas of Focus14.Areas of Focus by Country15.2023 Obstacles to EX Efforts16.Obstacles to EX Success by Country17.Value of Connecting Employee and CustomerExperience18.Effectiveness at Connecting Employee a

13、ndCustomer Experience19.Executive Use of EX Feedback20.Employee Listening Frequency21.Employee Experience Metrics22.Employee Experience Metrics Frequency23.Employee and Candidate Feedback Posts24.Risks of Disparate Data Storage25.EX Listening Frequency:by Company Size26.EX Capabilities:by Company Si

14、ze27.2023 Areas of Focus:by Company Size28.EX Improvement Importance:by CompanySize29.Future XM Importance for HR:by CompanySize30.EX Obstacles:by Company Size31.Executive Use of EX Feedback:by CompanySize32.Employee Experience Metrics:by CompanySize33.Feedback Mechanisms:by Company Size34.Data Priv

15、acy Risks:by Company SizeMCopyright 2023 Qualtrics.All rights reserved.Study DemographicsDetails About Respondents6%20%21%18%17%18%25 or feweremployees26 to 150employees151 to 500employees501 to 1,000employees1,001 to 2,000employees2,001 or Copyright 2023 Qualtrics.All rights reserved.Thesechartssho

16、wrespondentsprimarycustomers,the number of full-time employees intheir HR organization,and the country withinwhich their organization is headquartered.ABOUTKEY TAKEAWAYS3%4%22%29%41%We primarilysell to non-profitinstitutionsWe primarilysell togovernmentsWe primarilysell tobusinessesWe primarilysell

17、toconsumersWe sell equallyto differenttypes ofcustomersWho are the primary customers of your company?What number of full-time employees are there in your overall HR/People Operations organization?What is the location of your organizations headquarters?100101102101101104101101100United StatesUnitedKi

18、ngdomSingaporeMexicoJapanGermanyFranceBrazilAustralia+More than half of respondents work atorganizationswithmorethan500employeesintheiroverallHR/PeopleOperationsorganization.+There are at least 100 respondents fromorganizations with headquarters in eachcountry.Base:911 senior leaders in HR from comp

19、anies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study+Seventy percent of respondents said theyexpect their HR budget to increase over thenext 12monthscomparedtolast year.+Justundertwo-thirdsofrespondentsexpect their HR headcount to increase thisyearcomparedtolast

20、 year.Changes to HR Budgets and HeadcountOver the next 12 months,how do you expect your HR budget to change compared with the previous 12 months?(%increase)Copyright 2023 Qualtrics.All rights reserved.These charts show the percentage of respondents thatexpect their HR budget and headcount to increas

21、e overthe next 12 months compared to the previous year.ABOUTKEY TAKEAWAYS70%51%53%59%72%72%76%80%82%86%OverallFranceJapanUnitedKingdomSingaporeMexicoUnitedStatesGermanyAustraliaBrazilOver the next 12 months,how do you expect your HR headcount to change compared with the previous 12 months?(%increase

22、)63%42%47%49%56%65%74%75%77%83%OverallJapanFranceUnitedKingdomMexicoUnitedStatesSingaporeBrazilGermanyAustraliaBase:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYSThis chart shows the percentage of respond

23、ents thatsaid their HR organization is more,less,or similarlyinvolvedintheircompanysstrategicinitiativescompared to before the COVID-19 pandemic.HR Involvement in Strategic InitiativesAfter COVIDCopyright 2023 Qualtrics.All rights reserved.Compared with before the COVID-19 pandemic,to what degree is

24、 the HR/People Operations organization involved in the companys strategic initiatives?About the sameSignificantly lessMoreSignificantly moreLess29%7%19%29%20%25%27%52%36%48%45%45%46%39%55%50%54%31%50%38%20%38%27%19%24%21%15%15%12%10%8%8%13%OverallJapanFranceSingaporeAustraliaUnitedKingdomGermanyUnit

25、ed StatesMexicoBrazil+Across all countries,74%of senior leadersinHRsaidthat theirHRorganizationismoreinvolvedintheircompanysstrategicinitiativescomparedtobefore the COVID-19pandemic.+Brazilian HR leaders most frequently saidthattheyaremoreinvolvedintheircompanys strategic initiatives compared tobefo

26、reCOVID-19,at 86%.+Singaporean HR leaders most frequentlyreportedadecreaseintheirHRorganizationsinvolvementintheircompanysstrategicinitiatives,at 13%.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+Me

27、xican respondents(83%)were mostlikely to report an increase in their seniorexecutiveteamsfocusonemployeeexperience(EX)compared withbeforeCOVID.+Across all countries,72%of respondentsreported more focus on EX from theircompanysseniorexecutiveteamcomparedwithbeforeCOVID-19.This chart shows how respond

28、ents consider theircompanysseniorexecutiveteamsfocusonEXcompared to before the COVID-19 pandemic.Focus on Employee Experience After COVIDCopyright 2023 Qualtrics.All rights reserved.Compared with before the COVID-19 pandemic,to what degree does your companys senior executive team focus on employee e

29、xperience?About the sameSignificantly lessMoreSignificantly moreLess27%14%28%25%20%20%44%15%42%37%45%39%35%46%52%54%32%63%37%46%23%36%31%20%23%24%18%21%17%14%10%10%6%OverallJapanFranceSingaporeUnitedKingdomGermanyUnited StatesAustraliaBrazilMexicoBase:911 senior leaders in HR from companies with 1,0

30、00+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+Eighty-seven percent of HR leaders acrossall countries believe its at least importantfor their organization to improve its abilitytoadapt tounexpectedevents.+French respondents most frequently saidthat it

31、is only slightly or not at allimportant for their organization to improveits ability to adapt to unexpected events,at9%.This chart shows the percentage of respondents fromeach country that think it is important for their companyto improve its ability to respond to unexpected events.Future Need to Re

32、spond to Unexpected EventsThinking ahead to the next three years,how important is it for your overall organization to improve its ability to adapt to unexpected events?Moderately importantNot at all important ImportantVery importantSlightly important51%43%39%48%65%44%48%67%33%77%36%35%38%35%20%46%44

33、%26%62%18%9%17%22%9%14%6%9%OverallJapanSingaporeFranceMexicoGermanyUnitedKingdomUnited StatesAustraliaBCopyright 2023 Qualtrics.All rights reserved.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+Near

34、ly three-quarters of senior leaders inHR in Brazil said that it is very importantfortheirorganizationtoimproveitsemployeeexperience(EX)capabilities.+Twenty-onepercentofAustralianrespondents said that it is very importantfor their organization to improve its EXcapabilities,the lowest percentage acros

35、sall countries.+Overall,41%of respondents think it is veryimportant for their organization to improveitsEXcapabilities.This chart shows how important respondents think it isfortheirorganizationtoimproveitsemployeeexperience capabilities.Future EX ICopyright 2023 Qualtrics.All rights reserved.Over th

36、e next three years,how important do you think it is for your organization to improve its employee experience capabilities?Moderately importantNot at all importantImportantVery importantSlightly important41%21%26%28%29%41%43%56%57%72%43%70%46%56%48%49%31%30%37%23%12%6%22%9%16%7%24%13%7%6%OverallAustr

37、aliaJapanGermanyFranceUnitedKingdomSingaporeMexicoUnited StatesBrazilBase:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+German respondents most frequently ratedtheir experience management technologycapab

38、ilities as strong or very strong,at85%.+Japanese respondents were least likely torate their technology capabilities as strong,at 39%.+Across all countries,71%of senior leadersinHRsaidthattheirXMtechnologycapabilitiesarestrong.This chart shows how senior leaders in HR rate theirorganizationsemployeee

39、xperiencemanagementcapabilitieswithtechnologythatenablesgoodemployee experience management practices to scaleacross their organization.EX Management Technological CCopyright 2023 Qualtrics.All rights reserved.Neither weak nor strongVery weakStrongVery strongWeak21%8%9%16%24%18%43%21%30%16%50%31%50%4

40、6%50%58%35%59%51%69%21%38%31%20%25%17%19%12%14%13%7%18%9%17%8%6%OverallJapanFranceUnitedKingdomMexicoBrazilSingaporeAustraliaUnited StatesGermanyTechnology that enables good employee experience management practices to scale across your organization(How would you rate your organizations employee expe

41、rience management capabilities in the following area?)Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+Brazilianrespondentsmostfrequentlyrated their organizations XM culture asstrong(82%).+One-quarter

42、of Japanese HR leaders saidthat theirorganizationsXMcultureisweak.+Across all countries,69%of respondentssaid that their XM culture capabilities arestrong.EX Management Culture CCopyright 2023 Qualtrics.All rights reserved.26%8%23%36%18%23%27%27%32%39%43%32%42%30%52%49%46%50%49%43%23%36%25%28%28%20%

43、25%23%7%12%7%21%11%7%8%6%OverallJapanFranceAustraliaSingaporeUnitedKingdomGermanyMexicoUnited StatesBrazilThis chart shows how senior leaders in HR rate theirorganizationsemployeeexperiencemanagementcapabilities with organizational culture that encouragesgood experience management practices to flour

44、ishacross their organization.Neither weak nor strongVery weakStrongVery strongWeakOrganizational culture that encourages good experience management practices to flourish across their organization(How would you rate your organizations employee experience management capabilities in the following area?

45、)Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+Nearly three-quarters of HR leaders acrossall countries reported strong XM skills andcapabilities.+Mexican HR leaders were most likely to saythat their

46、 organization has strong skills andcapabilities to propel good XM throughouttheirorganization,at 87%.+Japaneserespondentsleastfrequentlyreported strong skills and capabilities,at38%.EX Management Skills and CCopyright 2023 Qualtrics.All rights reserved.29%11%21%25%41%35%36%39%31%24%44%27%49%48%34%43

47、%43%39%52%63%19%36%23%20%20%14%15%19%16%11%6%22%7%8%6%OverallJapanUnitedKingdomFranceAustraliaUnited StatesBrazilGermanySingaporeMexicoNeither weak nor strongVery weakStrongVery strongWeakSkills and capabilities to propel good experience management throughout your organization(How would you rate you

48、r organizations employee experience management capabilities in the following area?)This chart shows how senior leaders in HR rate theirorganizationsemployeeexperiencemanagementcapabilities with skills and capabilities that propel goodXM throughout their organization.Base:911 senior leaders in HR fro

49、m companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+Australian HR leaders most frequently saidthat their organization effectively addressesemployeesevolvingneedsbycreatingdifferentiatedexperiences,at 89%.+French employees least frequentl

50、y saidtheirorganizationveryeffectivelyaddresses employees evolving needs bycreatingnewexperiences,at 14%.+Across all countries,79%of respondentssaidtheirorganizationeffectivelyaddressesemployeesevolvingneedsthroughnewexperiences.This chart shows how effective respondents say theirorganization is at

51、addressing employees evolvingneeds by creating new,differentiated experiences.EX Management Agility How effectively does your organization address employees evolving needs by creating new,differentiated experiences?26%18%17%14%25%32%46%34%32%20%53%49%51%59%56%49%37%51%54%69%15%20%22%21%16%18%14%9%12

52、%7%13%9%6%OverallUnitedKingdomJapanFranceGermanySingaporeBrazilUnited StatesMexicoACopyright 2023 Qualtrics.All rights reserved.Neither effectively nor ineffectivelyVery ineffectivelySomewhateffectivelyVery effectivelySomewhat ineffectivelyBase:911 senior leaders in HR from companies with 1,000+empl

53、oyeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+Ninety-four percent of Brazilian HR leadersthink that HR will be significantly involvedin helping their overall organization improveitsexperiencemanagement(XM)capabilitiesoverthenext fewyears.+Japanese respondent

54、s were least likely tosay that they think their HR function will besignificantlyinvolvedinhelpingtheirorganization improve its XM capabilities(57%),followed by French respondents(63%).+Across all countries,78%of respondentsthink HR will be significantly involved inimprovingXMcapabilities.This chart

55、shows how involved HR leaders think the HRfunctionwillbeinvolvedinhelpingtheiroverallorganization improve its XM capabilities over the nextfew years.Future HR Involvement in XM Capabilities Improvement To what degree do you think the HR function will be involved in helping your overall organization

56、improve its Experience Management capabilities over the next few years?28%20%10%35%29%22%29%19%39%51%50%37%53%40%49%58%51%67%52%43%19%35%28%24%20%18%17%14%8%9%8%OverallJapanFranceMexicoSingaporeGermanyUnitedKingdomAustraliaUnited StatesBCopyright 2023 Qualtrics.All rights reserved.Moderately involve

57、dNot at allSignificantly involvedVery significantly involvedSlightly involvedBase:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study+Thirty-four percent of HR leaders stronglyagreed that experience management will beanimportan

58、t capabilityforHRorganizationsinthefuture.+Forty-three percent of HR leaders stronglyagreed that experience management willplay an important role in their professionalsuccess,whilejust 2%disagree.XM ImportanceExperience Management will be an important capability for HR organizationsin the Copyright

59、2022 Qualtrics.All rights reserved.These charts show how much HR leaders agree ordisagree about the importance of XM for their careerand for HR organizations in general.ABOUTKEY TAKEAWAYS1%2%13%51%34%StronglydisagreeDisagreeNeitheragree nordisagreeAgreeStronglyagreeExperience Management will play an

60、 important role in my professional success.0%2%14%41%43%Strongly disagreeDisagreeNeither agree nordisagreeAgreeStrongly agreeTo what degree do you agree with the following statements:Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Exec

61、utives Study+HR leaders reported that employee trainingand development is a very important areaof focus most frequently,at 56%,followedbytalent attractionandhiring(50%).+Respondents were least likely to say thatchange management initiatives(25%)is avery important area of focus for theirorganizationi

62、n2023.2023 Areas of FocusWhich of the following areas of focus do you consider to be very important for your organization in 2023?(Select all that apply)This chart shows which areas of focus respondentsconsider to be very important for their organization in2023.ABOUTKEY TAKEAWAYS25%35%35%35%37%39%41

63、%42%44%46%50%56%Change management initiativesManager enablementEnvironmental,Social,and GovernancestandardsEmployee burnout prevention and recoveryEmployee data privacyCompensation and benefits modelingEmployee onboardingRetaining key employeesLinking HR management to business outcomesProgress on di

64、versity,equity,and inclusionTalent attraction and hiringEmployee training and Copyright 2023 Qualtrics.All rights reserved.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study+Employee training and development is oneof the

65、top three most important focus areasfor all eight countries,ranging from 38%citing this in Singapore to 68%in the UnitedStates.+Talent attraction and hiring is one of thetop 3 most important focus areas forrespondents in six of eight countries.It ismost critical in the United States,with 75%of USres

66、pondentscitingthisarea.+Threecountriesincludedprogressondiversity,equity,and inclusion in their topthree areas of focus:Germany,Mexico,andSingapore.Most Critical Area Second Most Critical AreaThird Most Critical AreaAustraliaTalent attraction and hiring:70%Linking HR management to business outcomes:

67、70%Employee training and development:65%BrazilLinking HR management to business outcomes:58%Employee training and development:57%Employee onboarding:52%FranceEmployee training and development:57%Talent attraction and hiring:42%Employee onboarding:38%GermanyEmployee training and development:50%Talent

68、 attraction and hiring:43%Progress on diversity,equity,and inclusion:40%JapanTalent attraction and hiring:50%Manager enablement:48%Employee training and development:44%MexicoEmployee training and development:63%Progress on diversity,equity,and inclusion:56%Linking HR management to business outcomes:

69、49%SingaporeEmployee training and development:38%Progress on diversity,equity,and inclusion:35%Employee burnout prevention and recovery:35%United KingdomRetaining key employees:60%Employee training and development:58%Talent attraction and hiring:56%United StatesTalent attraction and hiring:75%Employ

70、ee training and development:68%Compensation and benefits modeling:64%This table shows the top three most frequently citedareas offocus respondents consider to be veryimportant for their organization in 2023 by country,ABOUTKEY TAKEAWAYSAreas of Focus by CCopyright 2023 Qualtrics.All rights reserved.

71、Which of the following areas of focus do you consider to be very important for your organization in 2023?(Select all that apply)Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study+Lack of clear strategy was the mostfrequen

72、tlycitedobstacletoEXmanagement efforts,at 30%,followed bymisalignedincentivesandrewards(27%).+6%of respondents did not consider any oftheseitemsasobstaclestotheirEXmanagement efforts.+HRleaderscitedothercompetingpriorities asan obstacle toEXmanagementtheleast,at 20%.2023 Obstacles to EX EffortsWhich

73、 of these do you consider to be significant obstacles for your organizations employee experience management efforts?(Select all that apply)This chart shows the percentage of respondents thatconsider each item an obstacle to their organizationsemployee experience management efforts.ABOUTKEY TAKEAWAYS

74、6%20%21%22%22%22%24%24%24%24%25%27%30%None of the aboveOther competing prioritiesData privacy considerationsUnclear return on investmentLack of executive commitmentLack of fundingPoor data qualityConflict across internal organizationsLack of dedicated team for these effortsPoor integration across sy

75、stemsLack of critical skillsMisaligned incentives and rewardsLack of clear Copyright 2023 Qualtrics.All rights reserved.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study+Respondents from six of eight countriescited lack

76、of clear strategy as an obstacleto their organizations EX managementeffortsmost frequently.+Halfofthesecountriescitedlackofdedicated team for these efforts as one oftheirtopthreeobstacles,alongwithmisalignedincentivesandrewards.Most Frequent Obstacle Second Most Most Frequent Obstacle Third Most Mos

77、tFrequent Obstacle AustraliaLack of clear strategy:44%Lack of funding:42%Lack of critical skills:42%BrazilLack of clear strategy:38%Lack of dedicated team for these efforts:36%Misaligned incentives and rewards:35%FranceLack of clear strategy:30%Lack of funding:24%Lack of dedicated team for these eff

78、orts:23%GermanyLack of clear strategy:27%Lack of critical skills:27%Misaligned incentives and rewards:24%JapanLack of critical skills:29%Lack of dedicated team for these efforts:25%Poor data quality:25%MexicoLack of clear strategy:37%Misaligned incentives and rewards:36%Poor data quality:30%Singapor

79、ePoor data quality:33%Misaligned incentives and rewards:30%Poor integration across systems:30%United KingdomOther competing priorities:29%Lack of funding:29%Lack of dedicated team for these efforts:28%United StatesLack of clear strategy:31%Poor integration across systems:29%Conflict across internal

80、organizations:26%This table shows the top three most frequently citedobstacles to employee experience management citedby HR leaders in each country.ABOUTKEY TAKEAWAYSObstacles to EX Success by CountryWhich of these do you consider to be significant obstacles for your organizations employee experienc

81、e management efforts?(Select all that apply)Copyright 2023 Qualtrics.All rights reserved.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+81%of HR leaders across all countries thinkthat it would be val

82、uable or extremelyvaluable for their organization to betterunderstandtheelementsofemployeeexperience that have the strongest impactontheirorganizationscustomerexperience.+Brazilian HR leaders most frequently seetheabilitytobetterunderstandtheelements of employee experience with animpactoncustomerexp

83、erienceasvaluable,at 97%,followed by HRleaders intheUnitedStates(92%).This chart shows how valuable HR leaders think it wouldbe for their organization to better understand theelementsofemployeeexperiencethathavethestrongest impact on their organizations customerexperience.Value of Connecting Employe

84、e and Customer ExperienceHow valuable do you think it would be for your organization to better understand the elements of employee experience that have the strongest impact on your organizations customer experience?37%19%25%23%36%54%24%34%58%57%44%45%42%56%43%27%58%54%34%40%15%30%28%16%17%17%14%10%7

85、%6%OverallJapanFranceGermanySingaporeMexicoAustraliaUnitedKingdomUnited StatesBCopyright 2023 Qualtrics.All rights reserved.Somewhat valuableValuableExtremely valuableSlightly valuableBase:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Exe

86、cutives StudyABOUTKEY TAKEAWAYS+Brazilian HR leaders were most likely to saytheir organization is very effective atidentifyingtheelementsofemployeeexperience(EX)that have the strongestimpact on their organizations customerexperience(CX),at 47%.+Across all countries,31%of HR leaders saidthattheirorga

87、nizationiseffectiveatidentifying the elements of EX that have thestrongest impact ontheirorganizationsCX.This chart shows how effective HR leaders think theirorganization is at identifying the elements of employeeexperience that have the strongest imapct on theirorganizations customer experience.Eff

88、ectiveness at Connecting Employee and Customer ExperienceHow effective is your organization at identifying the elements of employee experience that have the strongest impact on your organizations customer experience?31%16%18%22%24%29%37%40%43%47%53%46%52%61%71%56%50%49%49%43%11%21%20%12%12%12%6%7%15

89、%10%6%OverallJapanFranceUnitedKingdomAustraliaGermanySingaporeUnited StatesMexicoBCopyright 2023 Qualtrics.All rights reserved.Neither effective nor ineffectiveVery ineffectiveSomewhateffectiveVery effectiveSomewhat ineffectiveBase:911 senior leaders in HR from companies with 1,000+employeesSource:Q

90、ualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+Across all countries,34%of respondentssaid their organizations executives areveryeffectiveatusinginsightsfromemployee feedback to improve employeeexperiences.+Brazilian HR leaders report the highest rateof effectiveness for t

91、heir organizationsexecutives use of insights to improveemployeeexperiences,at 48%.+French HR leaders were least likely to saytheir executives are very effective at usingemployee feedback to improve experiences(19%),followed by HR leaders in the UnitedKingdom(22%).This chart shows how effective HR le

92、aders believe theirorganizations executives are at using insights fromemployee feedback to improve employee experiences.Executive Use of EX Feedback Copyright 2023 Qualtrics.All rights reserved.How effective are your organizations executives at using insights from employee feedback to improve employ

93、ee experiences?Neither effective nor ineffectiveVery ineffectiveSomewhateffectiveVery effectiveSomewhat ineffective34%19%22%29%30%34%35%42%46%48%50%52%64%66%37%39%54%48%46%40%11%22%6%24%20%10%7%6%8%7%OverallFranceUnitedKingdomAustraliaJapanSingaporeGermanyUnited StatesMexicoBrazilBase:911 senior lea

94、ders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyABOUTKEY TAKEAWAYS+Forty-three percent of HR leaders think it isvery important for their organization toincreaseitsemployeelisteningfrequency.+Japanese respondents were least likely tothink

95、that increasing listening frequency isat least important for their organization,at69%.This chart shows how important HR leaders think it isfor their organization to increase the frequency ofemployee listening.Employee Listening FCopyright 2023 Qualtrics.All rights reserved.Over the next three years,

96、how important do you think it is for your organization to increase the frequency of employee listening?Moderately importantNot at all importantImportantVery importantSlightly important43%24%27%33%35%36%43%53%65%76%39%58%42%40%49%51%36%31%24%18%14%12%25%19%11%11%17%15%10%9%6%OverallUnitedKingdomJapan

97、FranceGermanyAustraliaSingaporeMexicoUnited StatesBrazilBase:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study+Well-Being is the most popular employeeexperience metric amongrespondents,with66%saying their organization measure

98、sthis.+Engagementistheleastfrequentlymeasured,at 47%.+Just5%ofrespondentssaidtheirorganization measures none of these fiveemployeeexperiencemetrics.Employee Experience MetricsDoes your organization measure any of the following employee experience metrics?(Select all that apply)This chart shows the p

99、ercentage of HR leaders thatreporttheirorganizationusingeachemployeeexperience metric.ABOUTKEY TAKEAWAYS5%47%48%55%55%66%None of the aboveEngagementIntent to StayInclusionExperience vs ExpectationsWell-BCopyright 2023 Qualtrics.All rights reserved.Base:911 senior leaders in HR from companies with 1,

100、000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study+More than half of respondents reported thattheirorganizationmeasuresemployeeengagement at least quarterly,and 25%saidtheirorganizationmeasuresengagement at least monthly.+Sixty-eight percent of HR leaders saidleaders at th

101、eir company review employeefeedback data from their teams at leastquarterly.+Just1%ofleadersreviewemployeefeedback data less than every other year,accordingtorespondents.Employee Experience Metrics FrequencyThesechartsshowthefrequencywithwhichrespondents say their organizations measure employeeengag

102、ement and leaders review employee feedbackdata.ABOUTKEY TAKEAWAYSCopyright 2023 Qualtrics.All rights reserved.How frequently does your organization measure employee engagement?How frequently do leaders across the company typically review employee feedback data from their teams?1%23%18%32%16%9%Less t

103、hanevery otheryearOnce peryearTwice peryearQuarterlyMonthlyMore thanmonthly1%14%17%27%24%17%Less thanevery otheryearOnce peryearTwice peryearQuarterlyMonthlyMore thanmonthlyBase:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Stu

104、dy+More than one-third of HR leaders reportedthat theircompanyhasaformal mechanismfor soliciting feedback from employees ineachof theseareas.+HR leaders most frequently reported thattheir company has a formal mechanism forsoliciting diversity,equity,and inclusionfeedback,at 54%,followed by workplace

105、safety(50%).Employee and Candidate Feedback PostsIn which of the following areas does your company have a formal mechanism for soliciting feedback from employees and candidates?(Select all that apply)This chart shows the percentage of respondents thatreporttheircompanyhavingaformalfeedbackmechanism

106、from employees and candidates in each ofthese areas.ABOUTKEY TAKEAWAYS2%1%35%39%41%42%43%46%48%50%54%None of the aboveOther360 Development feedback processCandidate experienceTransition experience(internal mobility,rolechange,etc.)Technology experienceFacilities or workplace experienceWell-BeingOnbo

107、arding experienceWorkplace safetyDiversity,Equity,and ICopyright 2023 Qualtrics.All rights reserved.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study+On average,respondents reported theirorganizationshaving2.3experiencem

108、anagementplatforms.AustralianHRleaders reported their organizations usingthe highest average number of platforms,at3.6.+Data privacy was the most frequently citedrisk for storing employee data in disparateapplications,at 54%,followed by dataquality(52%).+Just 3%of respondents viewed none ofthese ite

109、ms as potential risks of disparatedatastorage.Risks of Disparate Data StorageWhich of the following do you view as potential risks for having employee data stored in disparate applications?(Select all that apply)This chart shows the percentage of HR leaders thatview each item as a potential risk for

110、 having employeedata stored in disparate locations.ABOUTKEY TAKEAWAYS3%35%35%37%45%52%54%None of the aboveConfusion in the business(e.g.,which tool do Iuse?)Financial waste from using multiple tools forsimilar workDiluted application expertiseOperation inefficiency from disconnectedworkflowsData qua

111、lityData Copyright 2023 Qualtrics.All rights reserved.Number of experience management platforms used4%5%9%19%21%34%8%6 or more543210Average number of platforms used by country1.41.41.92.02.12.42.53.23.6BrazilJapanFranceUnited KingdomGermanyUnited StatesMexicoSingaporeAustraliaBase:911 senior leaders

112、 in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study0%3%14%42%41%2%5%12%28%53%Not at all importantSlightly importantModerately importantImportantVery importantABOUTKEY TAKEAWAYS+Fifty-threepercentofHRleadersatcompanies of 10,000+employees think i

113、t isvery important for their organization toincreasethefrequencyofemployeelistening,compared to 41%of HR leaders atsmallercompanies.This chart shows how important HR leaders fromcompanies with more than versus those with less than10,000 employees think it is for their organization toincrease their e

114、mployee listening frequency.EX Listening Frequency:by Company SizeOver the next three years,how important do you think it is for your organization to increase the frequency of employee listening?=10,000 Copyright 2023 Qualtrics.All rights reserved.Base:911 senior leaders in HR from companies with 1,

115、000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study1%7%21%51%19%4%7%20%45%24%ABOUTKEY TAKEAWAYS+HR leaders at larger companies rated theirtechnology capabilities as very strongmore frequently than HR leaders at smallcompanies.+HR leaders at large companies reportedvery weak

116、 capabilities across all areas 3percentage-points more frequently than HRleadersat smallercompanies.These charts show how HR leaders from companieswith more than 10,000 employees versus those atcompanies with less than 10,000 employees rate theirorganizationsemployeeexperiencemanagementcapabilities.

117、EX Capabilities:by Company SizeHow would you rate your organizations employee experience management capabilities in the following areas?=10,000 employeesTechnology1%6%24%43%27%4%8%19%46%22%Culture1%6%19%46%29%4%8%21%39%29%Skills&CCopyright 2023 Qualtrics.All rights reserved.Base:911 senior leaders i

118、n HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyVery strongStrongNeither weak nor strongWeakVery weak26%40%37%36%41%43%35%48%42%45%51%56%23%27%30%31%32%33%35%41%41%43%48%54%ABOUTKEY TAKEAWAYS+HR leaders from smaller companies weremore likely to

119、 cite each of these items as anarea of focus for 2023 than HRleaders fromlargercompanies.+The largest focus gap was for employeedata privacy,which 40%of HR leaders atsmaller companies cited as an area of focuscompared to 27%of larger companies,agapof 13percentage-points.2023 Areas of Focus:by Compan

120、y SizeAreas of Focus of 2023(Select all that apply)=10,000 Copyright 2023 Qualtrics.All rights reserved.These charts show the percentage of HR leaders fromcompanies with more than 10,000 employees versusthose at companies with less than 10,000 employeesthat cite each item as an area of focus for 202

121、3.Employee training and developmentTalent attraction and hiringLinking HR management to business outcomesRetaining key employeesProgress on diversity,equity,and inclusionEmployee burnout prevention and recoveryEmployee onboardingCompensation and benefits modeling Manager enablementEnvironmental,soci

122、al,and governance standardsEmployee data privacyChange management initiativesBase:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study0%3%12%46%39%2%4%11%31%52%Not at all importantSlightly importantModerately importantImportantV

123、ery importantABOUTKEY TAKEAWAYS+Fifty-two percent of HR leaders at largercompanies said it is very important fortheir organization to improve its employeeexperience capabilities compared to 39%atsmaller companies a gap of 13 percentagepoints.EX Improvement Importance:by Company SizeOver the next thr

124、ee years,how important do you think it is for your organization to improve its employee experience capabilities?=10,000 Copyright 2023 Qualtrics.All rights reserved.This chart shows how important HR leaders fromcompanies with more than 10,000 employees versusthose at companies with less than 10,000

125、employeesthink it is for their organization to improve its employeeexperience capabilities.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study0%2%13%53%32%2%2%10%44%42%Strongly disagreeDisagreeNeither agree nor disagreeAgr

126、eeStrongly agreeABOUTKEY TAKEAWAYS+Forty-two percent of HR leaders at largecompaniesstronglyagreedthatexperiencemanagementwillbeanimportant capability for HR organizations inthe future,while 32%of HR leaders atsmallercompaniessaythesame.Future XM Importance for HR:by Company SizeExperience Managemen

127、t will be an important capability for HR organizations in the future.(to what degree do you agree with this statement)=10,000 Copyright 2023 Qualtrics.All rights reserved.This chart shows the percentage of HR leaders fromcompanies with more than 10,000 employees versusthose at companies with less th

128、an 10,000 employeesthat agree or disagree that experience management willbe an important capability for HR organizations in thefuture.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study6%24%24%26%26%26%27%23%19%32%22%28%24

129、%6%11%17%17%19%20%20%21%22%23%24%25%27%None of the aboveData privacy considerationsLack of fundingPoor data qualityConflict across internal organizationsPoor integration across systemsLack of critical skillsLack of executive commitmentOther competing prioritiesLack of clear strategyUnclear return on

130、 investmentMisaligned incentives and rewardsLack of dedicated team for these effortsABOUTKEY TAKEAWAYS+HRleadersatlargecompaniesmostfrequently cited lack of dedicated team forthese efforts as a significant obstacle foryour organizations employee experienceefforts,at 27%,while HR leaders at smallcomp

131、anies most frequently cited lack ofclearstrategy(32%).+The largest gap between cited obstacles forHR leaders at small versus large companieswas for data privacy considerations,with agapof 13percentage-points.EX Obstacles:by Company SizeWhich of these do you consider to be significant obstacles for y

132、our organizations employee experience management efforts?(Select all that apply)=10,000 Copyright 2023 Qualtrics.All rights reserved.This chart shows the percentage of HR leaders fromcompanies with more than 10,000 employees versusthose at companies with less than 10,000 employeesthat consider each

133、item to be a significant obstacle totheir organizations employee experience managementefforts.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study+Forty-four percent of HR leaders at largecompanies said their executives are

134、 veryeffectiveatusingemployeefeedbackinsights to improve employee experiences,compared to 31%of HR leaders at smallercompanies.+Seventy-six percent of HR leaders fromsmaller companies said their organizationsexecutives place at least a high priority ontaking action based on employee feedback,while 7

135、8%at larger companies said thesame.Executive Use of EX Feedback:by Company SizeHow effective are your organizations executives at using insights from employee feedback to improve employee experiences?ABOUTKEY TAKEAWAYS1%4%11%54%31%3%6%13%34%44%VeryineffectiveSomewhatIneffectiveNeithereffective norin

136、effectiveSomewhateffectiveVeryeffective=10,000 employeesTo what degree do your companys executives prioritize taking actionbased on employee feedback?0%3%21%49%27%2%2%18%43%35%Very lowpriorityLow priorityModeratepriorityHigh priorityVery Copyright 2023 Qualtrics.All rights reserved.These charts show

137、 how HR leaders from companieswith more than 10,000 employees versus those atcompanies with less than 10,000 employees say theirorganizations executives use employee feedback.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives S

138、tudy3%59%50%58%46%69%16%40%41%42%52%55%None of the aboveExperience vs ExpectationsIntent to StayInclusionEngagementWell-BeingABOUTKEY TAKEAWAYS+HRleadersatsmallerorganizationsreported using four of these five employeeexperience metrics more frequently thanHRleadersat largercompanies.+HR leaders at l

139、arger organizations reportedtheir organizations using Engagement as ametric 6 percentage-points more frequentlythanHRleadersat smallercompanies.+Sixteen percent of HR leaders at largerorganizations reported using none of thesefiveemployeeexperiencemetrics.Employee Experience Metrics:by Company Size=

140、10,000 Copyright 2023 Qualtrics.All rights reserved.This chart shows which metrics HR leaders fromcompanies with more than 10,000 employees versusthose at companies with less than 10,000 employeessay their organization measures.Does your organization measure any of the following employee experience

141、metrics?(Select all that apply)Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives Study46%37%46%41%58%53%47%37%47%27%29%31%39%41%41%41%49%51%ABOUTKEY TAKEAWAYS+HR leadersatlargercompaniesmorefrequently reported that they have a

142、 formalfeedbackmechanismtomeasureonboarding and candidate experience thanHRleadersat small companies.+The largest gap in the usage of formalfeedback mechanisms was 19 percentage-points,in technology experience.46%ofHR leaders at small companies said theymeasure this,while 27%of HR leaders atlargecom

143、paniesreporteddoingthesame.Feedback Mechanisms:by Company Size=10,000 Copyright 2023 Qualtrics.All rights reserved.Base:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyThis chart shows which feedback mechanisms HRleadersfrom

144、companieswithmorethan10,000employees versus those at companies with less than10,000 employees say their organization uses.Onboarding experienceCandidate experienceWell-BeingWorkplace safetyDiversity,Equity,and InclusionTransition experience(internal mobility,role change,etc.)Facilities or workplace

145、experience360 Development feedback processTechnology experienceIn which of the following areas does your company have a formal mechanism for soliciting feedback from employees and candidates?(Select all that apply)3%41%48%36%36%52%52%4%21%30%31%32%51%63%ABOUTKEY TAKEAWAYS+HRleadersatlargecompaniesmo

146、stfrequently cited data privacy as a risk ofdisparatedatastorage(63%).HRleadersatlarge companies cited both data privacyanddataquality most frequently(52%).+The largest difference in HR leaders riskperceptionwasfordilutedapplicationexpertise,which 41%of HR leaders atsmaller companies viewed as a ris

147、k ofdisparate data storage,compared to just21%of HRleadersat largercompanies.+HR leaders at smaller companies saw allitems as a risk of disparate data storagemore frequently than HR leaders at largecompanies,except fordataprivacy.Data Privacy Risks:by Company SizeWhich of the following do you view a

148、s potential risks for having employee data stored in disparate applications?(Select all that apply)=10,000 employeesThis chart shows the potential risks HR leaders fromcompanies with more than 10,000 employees versusthose at companies with less than 10,000 employeessee as a result of having data sto

149、red in disparateapplications.Data privacyData qualityFinancial waste from using multiple tools for similar workConfusion in the business(e.g.,which tool do I use)Operation inefficiency from disconnected workflowsDiluted application expertiseNone of the Copyright 2023 Qualtrics.All rights reserved.Ba

150、se:911 senior leaders in HR from companies with 1,000+employeesSource:Qualtrics XM Institute 2023 Q1 Global HR Executives StudyAUTHORSDr.CeceliaHerbert,Ph.D.,XMPPrincipal XMCatalystMoiraDorsey,XMPPrincipal XMCatalystTaliaQuaadgrasSeniorResearchAssociatePUBLICATION DATEMarch 2023MethodologyDATA CALCULATIONIn Figures 24 33,we segmented the analysis based on respondents that identified their company size as below 10,000 employees versus those atcompanies of 10,000 employees or Copyright 2023 Qualtrics.All rights reserved.