'It's about actually listening to employees and doing the things that matter to them'
The success of any company depends on people, says Eva Majercsik chief people officer at global software company Genesys.
And for employers looking to ensure they create a good employee experience, Majercsik emphasised the importance of trust.
“An employee who trusts their company, who feels that the company cares [for them], there's an equity trust built into the company,” she told HRD Australia. “So your employees are going to be so much more invested in the success of the overall company.
“At the end of the day, happy, satisfied employees…deliver better results.”
Elements of employee experience
Another core element of developing a good employee experience is having leaders who listen, Majercsik said.
“It's not about using words and empty words, it’s about actually listening to employees and doing the things that matter to them,” she said.
This is something Majercsik has seen at Genesys since she joined the company in the middle of the COVID pandemic.
“Employees were suddenly at home, they didn't know what to expect, they were looking at us for guidance and we didn't know what to expect,” she explained. “So at that point, just listening to all the signals that were coming in from our employees from across the globe – because we have a presence in over 100 countries – wherever they are in their organisation with the different challenges became so important. And that stayed with us.
“Since then, if there is anything we have done it’s to continue to listen, to gain feedback, but most importantly to address those topics that may be of concern to employees.”
Majercsik also acknowledged that while you cannot please everyone, it’s still important to work on resolving any concerns.
“Also let them know what you're doing so that they can give you feedback because we don't have all the answers, we are building them together,” she said.
How to improve employee engagement
Majercsik suggested that HR leaders think about the vitality of their overall employee experience and establishing a strong culture.
“When I first got here, the first question I asked our CEO is what do you want us to be known for? What are your values?” she said. “And then articulating everything about our values and our culture and how those values look like in terms of behaviours. So creating that environment where people are comfortable to express what they think, whether they agree or they disagree, is fundamental.”
Genesys provides customer experience and contact centre services. In 2022, its Australian business was named a Great Place to Work.
“ANZ is one of our largest regions in Genesys, and actually it's probably the region where Genesys has been for the longest time,” Majercsik said.
“For the first time we actually received Great Place to Work certification for 2021/2022 so I'm very proud of the team. Over 90% mentioned that they’re treated fairly regardless of their sexual orientation, race, gender and they consider Genesys to be…a physically safe place to work.”
The overall culture is something Majercsik enjoys about working at Genesys.
“If there's one thing that I would say makes me very proud about being part of Genesys, and this journey, is that the culture that we have been able to create is just a culture where people feel respected, and where they can actually do and be their best,” she said.
