• dragonfish

Optimising your employee experience to drive performance

Updated: Apr 17, 2019

On 25 January 2017, dragonfish hosted a breakfast briefing at IBM Southbank with over 40 senior HR, Marketing and Employee Experience professionals in attendance from brands such as Asda, Radley, BUPA, Paperchase, Camelot, Aviva, Shelter, P2i, and Dixons Carphone to name a few.

Niall Cluley, dragonfish Director of Consulting and former Global HRD of Fitness First, delivered a thought-provoking presentation on how brands can get to grips with their employee experience in order to drive continual performance improvement, followed by some lively debate and discussion.

The session posed and answered a number of important questions for ambitious brands wanting to drive business and customer growth through culture and employee engagement:

  • What can EX programmes learn from CX innovation?

  • What is Employee Experience and why does it matter?

  • How does EX actually influence performance?

  • What are the foundations of building an EX business case?

  • How does EX fit with Purpose, Values, Culture and Behaviours?

  • What is employee segmentation and how can it help?

Niall then shared a variety of practical methods for going about making improvements to your EX – from workshop-led experience mapping techniques to ways of letting HR data do the talking – and then finished by sharing top tips (see below) for any organisation approaching an employee experience improvement programme.


1. Significant employee experience improvement requires a collaborative approach between HR, Marketing, IT and Ops

2. Stay focused on the problem you’re solving and the timeframe for solving it

3. There should be a healthy tension between creating a segmented, personalised employee experience and shaping a purpose- and values-led experience for all

4. Use data to understand and predict the benefits

5. Test and learn on a control group before you roll out