We craft empathetic and human solutions for the pressing challenges faced by the leaders responsible for the experiences of their customers, workforce, and partners.
About the Human Experience
Elevating the Human Experience (HX) is showing up with empathy to create powerful experiences so that people feel seen, valued, and heard.
This is rooted in the recognition that everyone—whether they find themselves acting as customers, workers, or partners—is a human.
We help leaders who are responsible for their organization’s customer experience, workforce experience, and partner experience create differentiated solutions by understanding the shared values and aspirations of the humans in their ecosystem. We then create solutions that honor those values and aspirations in order to Elevate the Human Experience.
Why it Matters
Many organizations get stuck in an endless loop of ‘doing’ customer and workforce experience things—typically an illusion of activity—rather than making changes to business, operating, and customer / workforce models.
We help clients make delivering Human Experiences second nature across their organizations, from how products and processes are designed, to how team members are compensated.
Organizations are Accelerating from "Doing" to "Being"
There are crucial factors that illustrate the immediate importance of Elevating the Human Experience, given the changing dynamics faced by every organization:
Gen Z is estimated to be 36% of the global workforce and is starting to shape society both as workers and as consumers based on reviews of social media and sustainable products.
of Fortune 500 companies already have a Chief Experience Officer, showing that companies are investing in experience.
of consumers expect a consistent experience across channels (web, mobile, in-person, social) and 73% are likely to switch brands if they don’t get it. Organizations can differentiate themselves by delivering a more human omnichannel customer experience.
of women in under-represented groups report experiencing micro-aggressions in the workplace, and face more significant challenges when it comes to mental health, non-inclusive behaviors, work/life balance, and burnout.
You cannot elevate people’s experiences generically or ‘on average’. We elevate people’s experiences by understanding something specific about their lived experience. Here are some of the principles that we apply to our work:
1. Start with human needs
What matters most to the humans involved? What are their stories and diverse life experiences?
2. Ask “why?” before “what?” and “How?”
Approaching problems with curiosity will ensure your solutions are thoughtfully created
3. Lead with empathy
80% of decisions are based on emotion. We must demonstrate EQ as much as IQ. Kindness helps.
4. Design with (instead of for)
Co-creating with the communities who will be consuming the experience ensures we reflect their unique circumstances and needs.
5. Change the world (& do it again)
Experiences can be transformative. Human context is ever-changing and so too the bar for what is a great experience.
6. Put equity at the center
Elevating the human experience means designing for individual humans through accessibility, particularly the historically marginalized and the disabled.
7. Embrace productive discomfort
Managing tensions between the way things are done and the way systems need to change IS uncomfortable.
The Dimensions of Elevated HX
We’ve established expertise across our offerings that allows us to help our clients deliver elevated experiences:
Enabling top-tier developers to do their best work anytime, anywhere
As the adoption of digital technology accelerates and platforms continue to converge, a multinational tech giant set out to define a three-year vision to improve internal developer experience. The technology company turned to Deloitte for help.
Using TrustID to boost customer engagement for a leading global business publisher
A leading global business publisher set out to double its membership and increase trial-to-subscriber conversion by attracting more diverse subscribers. Learn how the four factors of trust played a role.
Grow with Google provides a new entryway into the job market
Google set out to launch a low-cost certificate training to allow learners—largely from underrepresented backgrounds—to step into a career path with some of the nation's top employers. Google turned to Deloitte for help launching the program.
Interested in learning more?
The Humans of HX