Why the Employee Experience Hasn’t Changed in 20 Years
AI is great and all. But the employee experience is still grappling with the same issues it was back in 2005. Proving that technology isn’t the panacea everyone was hoping for.
That’s because empathy is optional. Real, biological empathy is deeply personal and energetically demanding. You have to lean into your agency to exercise it. It's easier to scale technology than it is to scale empathy. Until business accepts both that emotions fluctuate and that people can’t be forced to unanimously feel the same way for a long period of time, we’ll keep running into the same issue.
Til then, remember: your customers only ever feel what your employees feel – as the saying goes, “happy employees make happy customers".
This article was inspired by old-school clippings from my personal 2005 archives of the Los Angeles Times and The New York Times.
