The study by Conduent and Mercer highlights the widening gap between employee expectations and HR’s digital delivery. Seventy percent of employees believe HR interactions shape their overall company experience, and 73 percent say it impacts loyalty, yet many report poor access and support. While employees want HR relationships to feel familiar and personal, HR often struggles with scalable, personalized digital solutions. Major challenges include attracting and retaining talent, with priorities focused on benefits, rewards, and new service offerings. The report stresses human-centered design and blending high-tech and high-touch approaches to create meaningful, empathetic experiences.

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