Labor rotation in Mexico represents an approximate cost of one trillion pesos per year, a result of the lack of productivity and motivation among workers, which is why it is key to understand how employees experience their work environment and what factors influence their performance, according to Borja Díaz-Pache Moreno de la Cova, CEO of Newvei.
“The employee experience involves transferring to the organization the principles that apply to the client: listening, understanding and generating commitment. If the team feels cared for and listened to, it becomes an unbeatable team,” explains the director of the consulting firm specialized in Human Resources.
It points out that a good employee experience can raise the Net Promoter Score (a tool that evaluates the degree to which a person recommends a company) by 45 points, increase productivity by 21%, boost cross-selling by 18% and reduce absenteeism by 45%.
The concept “employee experience” began to gain strength around 2010, but it was after the pandemic that it became consolidated within organizations. More and more companies have understood that taking care of the relationship with their collaborators is as important as keeping their customers satisfied.
The term refers to everything that a person experiences and perceives during their relationship with the company: from recruitment and integration, to their development and departure. It includes aspects such as the work environment, leadership, internal communication, flexibility and recognition. In essence, it seeks to make each employee feel valued and part of the organizational purpose.
“Companies that design work experiences centered on people generate more sustainable environments with greater commitment. Empathy, curiosity and collaboration are consolidated as the new essential capabilities in the work environment,” notes the report “Global Human Capital Trends 2024” by Deloitte Mexico.
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To address the challenge, Newvei developed a measurement platform that evaluates the perceptions and experiences of the work environment through qualitative surveys applied to employees.
The objective is to identify areas of improvement and design personalized action plans for each worker. “The important thing is the experience: that you have a good experience within the company,” adds the CEO.
Beyond metrics or technology, employee experience seeks to put people at the center of the strategy. In a context of constant change, organizations that manage to understand and strengthen this link will have a decisive advantage in the future.
Before, this issue barely appeared on the Mexican business agenda; people from other generations used to remain in a single position until they retired without being listened to and valued.
“We are entering the era of the collaborator. The future of work is human. The experience that the employee lives will be what defines the success of the company,” says the director.
The importance of this trend has also been documented by Deloitte Latin America, which in its report Global Human Capital Trends 2025 states: “The future of work requires balancing business results with human results. Organizations that manage to take care of the well-being, purpose and trust of their collaborators will be the ones that maintain their long-term competitiveness.”
Díaz emphasizes that artificial intelligence has become an ally to better understand the work experience, by helping to predict possible problems that affect performance and preventing turnover.
However, he recognizes that the tool is also transforming the way of working, even replacing some human tasks: “Despite its great usefulness, technology will always be managed by people. Customer trust and employee motivation are the true winning duo.”
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The manager emphasizes that the collaborator has become a key piece of the business future: “We are entering the era of the collaborator. The future of work is not technological, it is human.”
He adds that in an environment where technology advances at great speed, the true competitive advantage could not be in the algorithms, but in the experience that each employee has within their company.
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