News in a Number: Pandemic Pushes Changes to Business Communication, Employee Experience

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Mar 11, 2021
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That's the percentage of companies that have changed the way they communicate with employees due to the pandemic in 2020. 

COVID-19 has made employee experience (EX) more than just a buzzword. It’s also forced changes to how companies communicate with employees.

Add communicating with employees to the list of changes we’ve endured since the pandemic began. Along with lockdowns, working from home, and disruptions in education and travel, the pandemic has also forced companies to alter how they communicate with their employees. 

The information comes from a study released by Gallagher called “State of the Sector 2021.” Data was gathered from 800 responses from businesses in 34 industries and from 45 different countries. The size of the businesses responding ranged from under 500 employees to over 50,000.

While a whopping 95% of businesses say communicating with employees has changed, only 40% evaluate the employees’ general satisfaction with changes in behavior, business outcomes, and communications. With well under half of businesses not assessing their employees’ satisfaction with communications, it’s clear that many companies aren’t even aware that internal digital communication could be a problem.

Almost 66% of companies said that their CXOs are talking about EX, but only 50% have an EX strategy.

The report makes it clear that EX needs to be more than just a concept. For long-term success, businesses need to value EX as much as customer experience (CX).

“Let’s face it, no matter what business you’re in, delivering great CX is hugely important—after all, the more positive an experience a person has with you, the more likely they are to come back. The same can be said when you look inside your organization and focus on EX; because when it comes to employee engagement, there’s certainly a lot to be taken from the way expertly-delivered CX commands brand loyalty,” the report stated. “Employees are now organizational consumers and EX has to be a crucial part of your employee value proposition (EVP)—which is why it should be hard-wired into everything you do.

The Gallagher study also addressed the ongoing issue of the digital divide. Deficiencies with technology and the different needs of remote work impede communication and engagement with employees.

“People are the very purpose of communication; they are the ‘why?’ that determines the narrative of future success. Recognizing that point and advocating for your people, using tangible insight to meet their very personal expectations, is the key to building trust and better places to work,” the report said. “And providing better places to work creates a corporate community to be envied—which, in turn, leads to increased productivity, reduced attrition, and better overall organizational wellbeing.”

According to the report, the usage of communication apps, like Zoom, Teams, and Google Meet, is also expected to grow.

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