Employee experience

Measure the entire journey an employee has at an organization

Employee experience (EX) is a flavor of Medallia Experience Cloud tailored to measure every moment, interaction, and touchpoint inclusive of the entire journey employees have within an organization — from the interview process to exiting — a given company. Companies with high employee engagement and positive employee experiences are more likely to have strong customer engagement and positive customer experiences.

It empowers employees to drive positive change across the organization resulting in:

Boost in productivity — Employees are more effective at their job when they feel heard.
Increase in revenue — EX leaders are more likely to report revenue growth.
Reduction in costs — Employee turnover rates are lower in companies that offer regular feedback.


Characteristic	Description
Modern listening	Continuously understands people by capturing the most complete view of employees.
Intelligent and tailored	Uncovers what people care about, analyzes sentiment, and predicts behavior.
Design for action	Breaks data silos and empowers employees with personalized insights and prescriptive actions.
Unified EX and CX	Identifies root causes and employee drivers of customer outcomes with fully-integrated dashboards.
Customized and expert support	Partner with people scientists and IO psychologists to launch and execute listening programs.

Implementing EX activates every individual in the company at multiple levels — from employees to executives — in the following way:

Employees share their challenges, ideas, and solutions by:
- Embedding always-on feedback tools in employee portals, intranets, and mobile apps.
- Integrating with operational systems to send surveys triggered at the most critical moments.
- Facilitating problem-solving and collaboration with employee crowd-sourcing.
- Giving access to employee-level dashboards with real-time insights into top trends and themes.
Managers uncover insights and take action by:
- Leveraging insights, suggested actions, case management, and collaborative workflows to facilitate action and collaboration at every level of the organization.
- Use AI-powered insights to see how well key initiatives like employee recognition or Diversity, Equity, Inclusion, and Belonging (DEIB) are motivating employees to perform at their best.
- Surface emerging trends and apply 360-degree feedback to understand when and where to spend time coaching employees
Executives deepen connections by:
- Connect employees to the company’s mission by empowering them to have a voice and be a part of the solution.
- Recognize employees, address issues, and share stories from employees and customers in decision making meetings with real-time access to feedback.
- Blend EX + CX insights to uncover and solve root cause challenges, which creates better experiences for employees and customers alike.

Employee experience overview

Employee experience programs

EX programs can be of the following types:

Employee engagement — Ongoing, regular feedback such as annual engagement surveys and quarterly/monthly pulses.
Employee journeys and moments — Surveys triggered at specific moments in the employee journey such as onboarding, offboarding, and training.
Employee services — Feedback about the internal processes within a company to enable improvement in employee productivity and efficiency.

Confidentiality settings in Experience Cloud

EX programs manage these confidentiality settings to identify the data that Experience Cloud stores and what users have access to:

Confidential — There is data about the employee tied directly to the feedback. However, reporting is designed to maintain confidentiality by only displaying aggregate data and hiding data below a specified minimum sample size which helps protect the identities of the employees providing feedback. Limited demographic information may be available for insights and analysis. This is typically implemented as a personalized invitation survey in Experience Cloud.

Confidential surveys are the most commonly recommended design for Employee Engagement programs as it enables significant insights and analysis while protecting employee confidentiality, creating an environment of mutual trust between employees and employers.
Anonymous — There is no employee data tied to the feedback. It is not possible to determine the employee who provided feedback unless the employee self-identifies. The employee may opt to provide location, job, or other basic demographic information within the survey. This is typically implemented as an Anonymous survey in Experience Cloud.
Anonymous surveys are generally not recommended for Employee Engagement programs. They provide lesser insights due to lack of segmentation and could create an environment of distrust. However, anonymous surveys can be used for Digital surveys (Always-on) and Anytime Feedback anonymous surveys (such as EX Micropulse) to give employees an outlet to have their voice heard anonymously.
Identified — There is data about the employee tied directly to the feedback and available in reporting to managers and leaders.This is typically implemented as a personalized invitation survey in Experience Cloud.
Identified surveys are recommended for Employee Journeys and Moments and Employee Services programs, which are typically non-confidential and may also include closed loop feedback.