Sabrina Bonnet: In recent years, companies have focused on the 'customer experience' in that it puts the customer at the centre of the company's concerns and strategy, allowing the link between the two to be strengthened and co-creating value-added products or services. There have been many advances in this area and there are still great opportunities to explore. But none of this would be possible without what I would call the 'employee experience', which goes hand in hand with new ways of working. However, putting people at the heart of the work organisation will require trust and accountability. The inspiring companies will be those that can reconcile these two notions, 'customer experience' and 'employee experience'.
SB: Employee experience' is not just a buzzword, but is there to transform corporate governance in a sustainable way. Understanding and evaluating what makes employees tick is essential to retaining and attracting talent. This relationship is as valuable as the one a company builds with its customers. It involves concepts such as the meaning of the work and tasks performed by the employee, as well as a deep reflection on the company's objectives and values. These fundamental questions must be integrated into the heart of the company's mission and vision, and this goes beyond considerations of teleworking or the type of mobility I offer my employees!
SB: It is true that one could think so. Let's look back at the beginning of the health crisis, what a heterogeneity we could see on the Luxembourg market. For some organisations, the transition was made in a few days, with the lockdown having little impact on work, and for others, an upheaval, everything had to be put in place, organised, and I'm not just talking about having Teams, Zoom, etc., but having the right equipment to respond. But let's not talk about a quick fix, let's talk about a solution. The solution was again for me the human, the human having the ability to adapt to change. The changes we decide are exciting, those we cannot control can be frightening. This crisis remains scary, the back-up for me is those men and women who have found the means to adapt to go beyond the health crisis and ensure the continuity of business, whatever it may be.