What if managers and leaders at companies focused on a new goal: to elevate the human experience?

This paradigm shift is something Amelia Dunlop, chief experience officer at Deloitte Digital, advocates for. She and her team have worked hard to measure the amount of humanity in the workplace—a measurement that often depends on how much trust exists between workers and leaders.

Dunlop’s team focused on four signals of trust that leaders can track: capability, reliability, humanity, and transparency. Using these four measurements, which make up Deloitte’s HX TrustID solution, the team was able to predict future behaviors with high accuracy.

It can appear far-fetched to measure seemingly intangible concepts with hard data, and Dunlop acknowledges that many remain skeptical about her use of the word “love” when it comes to work.

There was part of me that wanted to be deliberately provocative, to say that there is, in fact, a role for love in the workplace. And the way it connects is that worth can be either intrinsic or extrinsic. So, there’s an extrinsic measures of worth, such as titles and promotions, how much someone is paid, or who has the awesome corner office. Intrinsic worth is much more about how you feel before you give a presentation, or before you get a job promotion. And do you feel like you are ‘enough’ in a workplace that’s constantly evaluating you?”

Especially post-pandemic, Dunlop argues that workers and leaders need to embrace this kind of love and worth so that companies can move into the future successfully.

“There’s something about humanizing leadership that I’ve been thinking a lot about.  When we, as leaders, are willing to make ourselves vulnerable, to show up authentically, drop the professional masks we all wear, be transparent, demonstrate that we care—these are all signals that foster trust.”

Show notes and links:

·      Elevating the human experience: The imperative of forging deep human connections, Deloitte Perspectives

·      Elevating the Human Experience: Three Paths to Love and Worth at Work, Amelia Dunlop, Wiley, October 2021

·      Navigating Uncertainty: The Protector, the Pragmatist, and the Prevailer, Deloitte Digital, June 30, 2020

·      HX

in times of uncertainty, Deloitte Digital

·      A new measure of trust, Deloitte Digital

Full transcript

From MIT Technology Review, I’m Laurel Ruma, and this is Business Lab, the show that helps business leaders make sense of new technologies coming out of the lab and into the marketplace.

Our topic today is trust. The pandemic has taught us many hard lessons, but it also brought us back to talking about humanity in the workplace. How can we best establish trust in the workplace for customers and employees? How much does it cost companies in reputation and market cap when they don’t?

Two words for you: human experience.

My guest is Amelia Dunlop. She’s the chief experience officer at Deloitte Digital and leader of the US customer strategy and applied design practice for Deloitte Consulting LLP. Her upcoming book, Elevating the Human Experience: Three Paths to Love and Worth at Work, is available now for pre-order; it launches in October. Amelia regularly writes and speaks about human experience, creativity, customer strategy, and trust. This episode of Business Lab is produced in association with Deloitte Digital.

Laurel Ruma: Welcome Amelia.

Amelia Dunlop: Thank you for having me.

Laurel: I really like this perspective of yours, and I’ll quote you right here: “We begin and end our days as humans. Amidst uncertainty, organizations need to take steps to become more human themselves.” That certainly has been at the forefront of work during the pandemic.

Amelia: Absolutely. We set this aspiration to elevate the human experience here at Deloitte Digital about three years ago. Since then, we’ve been trying to make it come to life and mean something for our employees and for our customers. We realized when the pandemic struck that the whole human experience was shifting in a time of uncertainty. So, we led some research—at the time, about 28,000 people across the US. We realized that what businesses most needed to get right was trust, safety, and human connection.

I found that was fascinating, Laurel, because even as we found ourselves to be more digitally connected than ever, we were still in need of that human connection, which was grounded in the need for empathy, the need for psychological safety, the need for authenticity—these fundamental drivers of what it means to elevate the human experience.

Laurel: Yeah. It’s funny how all the

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By: MIT Technology Review Insights
Title: Creating a better human experience at work starts with trust
Sourced From: www.technologyreview.com/2021/10/05/1036436/creating-a-better-human-experience-at-work-starts-with-trust/
Published Date: Tue, 05 Oct 2021 16:41:06 +0000

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