Employee engagement insights: Lessons from Unite24
For the second consecutive year, ClearBox was invited to take part in Unily Unite24, joining industry experts and thought leaders to explore the future of employee experience (EX) and internal communications (IC). This year’s event spotlighted the intersection of digital innovation and human connection, illustrating how organisations can strategically combine these elements to build resilient and empowered workforces. From actionable insights on data-driven communication strategies to leveraging the power of human-centred design, below we distil our key takeaways and insights from the event.
1.Bridging employee and customer experience – the symbiotic relationship
A highlight of Unite24 for us, was a panel led by Kaz Hassan featuring Adib Abrahim and Juliett Cattermole. The session looked at the interplay between employee experience (EX) and customer experience (CX), emphasising that businesses that prioritise both see compounded benefits. The discussion underscored that while digital tools offer a powerful way to engage employees, face-to-face interactions remain essential, particularly for organisations with significant frontline workforces.
Adib’s application of marketing techniques to internal communications was also impactful. By focusing on how messaging makes employees feel and ensuring that communications resonate on a personal level, organisations can move beyond purely transactional exchanges. This approach enables a culture where employees are motivated and, as a result, deliver exceptional customer service.
2. Keynote insights on stress and resilience by Mo Gawdat
Mo Gawdat’s keynote offered a fresh perspective on how organisations should approach workplace stress and resilience. He defined stress as the sum of challenges divided by one’s capacity to manage them, asserting that while trauma impacts most people at some stage, it is not the primary cause of today’s stress epidemic. Instead, he pointed to burnout and the anticipation of potential threats as the main drivers.
Mo’s breakdown of stress response mechanisms was enlightening: worry stems from uncertainty, anxiety from doubting one’s ability to face a challenge, and panic from the pressure of time. Addressing these with skill development and proactive time management can reduce stress significantly. His insight that leaders and organisations bear responsibility for workplace unhappiness, even as individuals control their own happiness, resonated with us.
3. The power of internal communications: learning from history and practice
Professor Michael Heller’s exploration of internal communications’ historical roots was both informative and inspiring. Tracing internal communications back to its emergence in the 1880s and its formalisation by the 1970s, Professor Heller illustrated how the practice has evolved from basic information dissemination to a strategic function crucial for business success. This context reinforced the importance of adaptive communication strategies that reflect both the lessons of the past and the expectations of the modern workforce.
4. Case studies and real-world application: lessons from National Grid
A compelling case study was presented by Michelle Marston from National Grid, showcasing how the ‘Journeys’ feature within Unily’s product was leveraged to train content publishers efficiently. Managing an intranet of over 20,000 pages with a team of only two, the decentralised content management strategy enabled by ‘Journeys’ was transformative. This approach not only resolved governance challenges but also positioned the team to explore new applications like onboarding and safety training, illustrating the importance of targeted digital solutions for scalable efficiency.
5. Data as a tool for insightful action
Emma Grede’s session spotlighted a data-driven approach to understanding internal metrics, drawing parallels between retail and internal analytics. By examining returned jeans to develop new product sizes, Grede demonstrated how listening to employees’ informal insights can reveal valuable information that managers may overlook. Applying this lesson to IC, leaders were reminded that data tells a story, but it’s the voices behind the data that inform truly strategic decisions.
Moving forward – actionable takeaways from Unite24
The insights shared at Unite24 highlight the growing complexity of fostering a workplace that is digitally enabled yet human-centred. Leaders must balance the benefits of advanced digital tools with the irreplaceable value of human connection. Investing in thoughtful, personalised communications and leveraging data to inform strategic actions will be key to driving engagement and resilience.
For leaders poised to implement these strategies, a dual focus on meaningful interactions and strategic, data-supported decisions will set the stage for long-term success in employee engagement and productivity.
