The 2023 State of Experience in the New World of Work highlights a widening gap between employee expectations and HR delivery. Employees value feeling special, consistency, personalization, and empathy, with 70 percent likening HR interactions to personal relationships and 73 percent linking them to company loyalty. Yet only 34 percent of HR organizations feel highly effective at providing consistent, empathetic omnichannel experiences. Top HR challenges include talent attraction, retention, wellbeing, and remote support, while priorities focus on benefits, rewards, and new service offerings. Despite progress in self-service, HR lags in scalable cloud tools, data integration, and personalization, making design thinking and empathy central to future transformation.

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