Summary

The massive shifts caused by the Covid-19 pandemic have been deeply felt across all industries and at every department level within B2C and B2B companies. The effect on the global workforce has been profound, with companies around the world struggling to hire and retain employees. An evolution that many say was already in progress before the pandemic, has accelerated with a balance of power starting to migrate toward employees. Companies are becoming more human-centered and human resources (HR) departments are shifting focus from operations and productivity towards experience, health, and wellbeing. In many cases, the fundamental relationship between employer and employee has changed.

These shifts have resulted in companies turning to a broad range of technologies and solutions to not only decrease day-to-day friction in an employee journey, but also to attempt to meet the expanded desires of a changing employee population. The line between traditional HR tech and employee experience (EX) technologies has blurred over the past few years and has given rise to larger companies that provide human capital management (HCM) or workforce engagement technologies to add modules more focused on engagement, community building, recognition, or performance management. These dynamics have enabled smaller companies to gain leverage in the market with more specific offerings focused on just one part of the EX ecosystem.

Employee experience is both a broad, but personal journey, and should be approached with multiple strategies. Gathering employee feedback has long been an activity companies utilize to gauge employee sentiment and satisfaction and get a pulse on their employee population. These technologies have evolved from an annual survey to more sophisticated and ongoing omnichannel listening programs that can churn out insights and analysis that, in more EX mature organizations, can be put into workflows for action to be taken. This is just one facet of the broader EX ecosystem but often provides the direction and impetus for investments in other technologies such as ramping up efforts in rewards and recognition programs, implementing a different way to conduct performance management or perhaps putting more focus on digital employee experience and supporting technologies.

This Dash Research report focuses on the software platforms, applications, and services that are offered to help companies achieve excellent EX. These solutions are an important part of providing a positive employee experience. If implemented thoughtfully and with sustained commitment, the solutions can promote deeper employee engagement, less employee churn, in-house automations and efficiencies, and improved customer experience.

Key Questions Addressed:

• What are the key technology segments in the EX market ecosystem?
• What are the key drivers of EX technology adoption?
• What barriers exist that may hinder the adoption of EX solutions?
• How is employee experience tied to customer experience?
• What are some of the benefits and use cases for EX solutions?
• What data sources are used to drive decisions related to EX?
• Who are some of the key technology providers and what ecosystem segments do their solutions support?

Who Needs This Report?

• EX and CX practitioners
• HR technology providers
• Digital employee experience platform providers
• Human resources managers
• HR, organizational development, and surveying consultants
• Government agencies
• Investor community

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Table of Contents

Table of Contents

1. Executive Summary
   1. Introduction
   2. Market Drivers
   3. Market Barriers
   4. Market Forecast Highlights
   5. Dash Research Insights
2. Market Overview
   1. Defining Employee Experience
   2. Feedback Types, Metrics, and Data Inputs
      1. Feedback Types and Frequency
      2. Metrics
      3. Data Sources, Technologies, and End Users
   3. Market Drivers
      1. The Great Resignation and the Need for Better Retention Strategies
      2. The Employee Experience/Customer Experience Link
      3. Shifting Employee Wants and Needs
      4. Move to Hybrid and Remote Leading to Increased Need for Communication and Connection
      5. Growing Need for Optimal Digital Employee Experience and Great Supporting Technologies
   4. Market Barriers
      1. Outdated and Challenging Technology Stack
      2. Lack of Internal Ownership
      3. Struggles with Analysis and Action
      4. Inability to Build an EX-Supportive Culture
   5. Key Benefits for Employee Experience Solutions
   6. Market Landscape and Participants
      1. Employee Experience Ecosystem
         1. Ecosystem Segments
3. Purchasing Factors and Case Studies
   1. Purchasing Factors and Actions
      1. Preparation Work
      2. Choosing a Vendor
      3. Taking Action and Post-Implementation Follow-Up
   2. Case Studies
      1. Carmaker Puts Focus on Employee Engagement and Improves Customer Centricity
      2. BKD Implements a New Performance Management Strategy
      3. UCHealth Revamps Listening Strategy, Complementing it with Crowdsourcing
      4. Pharma Company Leans in to Workplace Giving During Pandemic to Foster Resilience and Connection
      5. BP Modernizes Reward and Recognition Solution
      6. Groz-Beckert Digitizes Employee Communication
      7. Nasdaq Uses Analytics to Anticipate and Act on Attrition Risk
      8. Chaloub Develops Feedback Culture
      9. Wawa Improves Communications to Dispersed Workforce
4. Recommendations
5. Market Forecasts
   1. Forecast Methodology
   2. Employee Experience Software, Global Market Forecasts
      1. Geographic Segmentation
      2. Product Offering Segmentation
      3. Industry Segmentation
6. Acronym and Abbreviation List
7. Table of Contents
8. Table of Figures
9. Appendix
   1. Scope of Study
   2. Sources and Methodology
   3. Forecast Methodology
   4. Copyright Notice

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List of Tables/Graphs

Charts

• Employee Experience Software and Services Revenue by Region, World Markets: 2019-2026
• Employee Experience Software and Services Revenue, World Markets: 2019-2026
• Employee Experience Software and Services Revenue by Region, World Markets: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, World Markets: 2019-2026
• Employee Experience Software and Services Revenue by Industry, World Markets: 2019-2026
• Employee Experience Services Revenue by Region, World Markets: 2019-2026
• Employee Experience Application Revenue by Region, World Markets: 2019-2026
• Employee Experience Platform Revenue by Region, World Markets: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, North America: 2019-2026
• Employee Experience Software and Services Revenue by Industry, North America: 2019-2026
• Employee Experience Services Revenue by Industry, North America: 2019-2026
• Employee Experience Application Revenue by Industry, North America: 2019-2026
• Employee Experience Platform Revenue by Industry, North America: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, Europe: 2019-2026
• Employee Experience Software and Services Revenue by Industry, Europe: 2019-2026
• Employee Experience Services Revenue by Industry, Europe: 2019-2026
• Employee Experience Application Revenue by Industry, Europe: 2019-2026
• Employee Experience Application Revenue by Industry, Europe: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, Asia Pacific: 2019-2026
• Employee Experience Software and Services Revenue by Industry, Asia Pacific: 2019-2026
• Employee Experience Services Revenue by Industry, Asia Pacific: 2019-2026
• Employee Experience Application Revenue by Industry, Asia Pacific: 2019-2026
• Employee Experience Platform Revenue by Industry, Asia Pacific: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, Latin America: 2019-2026
• Employee Experience Software and Services Revenue by Industry, Latin America: 2019-2026
• Employee Experience Services Revenue by Industry, Latin America: 2019-2026
• Employee Experience Application Revenue by Industry, Latin America: 2019-2026
• Employee Experience Platform Revenue by Industry, Latin America: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, Middle East & Africa: 2019-2026
• Employee Experience Software and Services Revenue by Industry, Middle East & Africa: 2019-2026
• Employee Experience Services Revenue by Industry, Middle East & Africa: 2019-2026
• Employee Experience Application Revenue by Industry, Middle East & Africa: 2019-2026
• Employee Experience Platform Revenue by Industry, Middle East & Africa: 2019-2026

Tables

• Industry Groups and Definitions: World Markets
• EX Market Vendors Overview
• Employee Experience Software and Services Revenue, World Markets: 2019-2026
• Employee Experience Software and Services Revenue by Region: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, World Markets: 2019-2026
• Employee Experience Software and Services Revenue by Industry, World Markets: 2019-2026
• Employee Experience Services Revenue by Region, World Markets: 2019-2026
• Employee Experience Application Revenue by Region, World Markets: 2019-2026
• Employee Experience Platform Revenue by Region, World Markets: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, North America: 2019-2026
• Employee Experience Software and Services Revenue by Industry, North America: 2019-2026
• Employee Experience Services Revenue by Industry, North America: 2019-2026
• Employee Experience Application Revenue by Industry, North America: 2019-2026
• Employee Experience Platform Revenue by Industry, North America: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, Europe: 2019-2026
• Employee Experience Software and Services Revenue by Industry, Europe: 2019-2026
• Employee Experience Services Revenue by Industry, Europe: 2019-2026
• Employee Experience Application Revenue by Industry, Europe: 2019-2026
• Employee Experience Platform Revenue by Industry, Europe: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, Asia Pacific: 2019-2026
• Employee Experience Software and Services Revenue by Industry, Asia Pacific: 2019-2026
• Employee Experience Services Revenue by Industry, Asia Pacific: 2019-2026
• Employee Experience Application Revenue by Industry, Asia Pacific: 2019-2026
• Employee Experience Platform Revenue by Industry, Asia Pacific: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, Latin America: 2019-2026
• Employee Experience Software and Services Revenue by Industry, Latin America: 2019-2026
• Employee Experience Services Revenue by Industry, Latin America: 2019-2026
• Employee Experience Application Revenue by Industry, Latin America: 2019-2026
• Employee Experience Platform Revenue by Industry, Latin America: 2019-2026
• Employee Experience Software and Services Revenue by Product Offering, Middle East & Africa: 2019-2026
• Employee Experience Software and Services Revenue by Industry, Middle East & Africa: 2019-2026
• Employee Experience Services Revenue by Industry, Middle East & Africa: 2019-2026
• Employee Experience Application Revenue by Industry, Middle East & Africa: 2019-2026
• Employee Experience Platform Revenue by Industry, Middle East & Africa: 2019-2026

Figures

• Employee Experience Market Ecosystem
• Employee Journey
• Data Sources, Technologies, and End Users
• What Are Employees Seeking?
• Automation & Artificial Intelligence Can Ease Technology Friction
• Modernizing the Employee Technology Stack
• Groups and Titles Mentioned as being Potentially Involved in the Process
• Analysis and Action Challenges              
• Benefits and Uses Cases for Employee Experience Solutions