Business Insights: Global Markets, Strategy & Economic Trends
Key takeaways
- Companies excel at customer insight, mapping customer journeys, studying behaviors, and using predictive analytics to anticipate needs.
- Organizations still rely on intuition, surface-level data, and generic, infrequent surveys to understand employees.
- Leaders undervalue employee insight; apply the same analytics rigor used for customers to better understand and support employees.
Company leaders have long claimed that people are their greatest asset. Yet many still design work as if employees were just one of many operational inputs, leaving their greatest assets feeling dissatisfied and unmotivated. Companies have become masters at understanding their customers. They map customer journeys, study their behaviors, and use predictive analytics to anticipate their needs with astonishing precision. But when it comes to understanding their employees—the very people who create those customer experiences—most organizations still rely on intuition, surface-level data, or generic, infrequent surveys.
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