Nucleus Office Talks: Evolving modern work cultures and employee experience

Return on Experience (ROX) is often linked with the customer experience — it presents only a part of the bigger picture. Along with customer experience, employee experience is equally important in ensuring the overall profitability of an organization. ROX is fast establishing itself as an ingenious metric that has a deep impact on the factors that influence the ROI.

A key contributor to employee experience is the overall organizational culture besides modern workspaces. In fact, culture and employee experience are intertwined to provide a healthy and thriving workplace.

At Nucleus Office Talks by Mastermind 2023 – Decoding the Value of Experience, we had with us Mr. Haigreve Khaitan, Senior Partner, Khaitan & Co’s Corporate, M&A and Private Equity practices, to share his invaluable insights on the evolving requirements of modern work cultures.

An effective and fully-equipped office has the potential to attract and retain the best talent, boost productivity and guarantee favourable results to businesses.

Khaitan is a strong proponent of creating modern workspaces, especially in the legal profession. “For us it is a people’s business and people need to be agile, people need to think and the modern workspace can really offer the fertility of thought to people. You need modern infrastructure and technology. As a firm, we are very solution oriented, so you need people to be innovative. Workspaces are something which can offer that, besides offering inclusion. Nowadays the society is very inclusive, especially post COVID. So seating spaces, eating spaces, recreational spaces — you need all of that for a fertile mind,” Khaitan says.

The increased use of technology during the pandemic proved to be the “game changer” for Khaitan & Co’s Corporate in giving improved services to their clients. “One big shift post COVID has been the combination of people and technology and it has only amplified. We invested in technology to render cutting edge services to the clients. Ours is a very knowledge-centric business, so investing in technology is something we really found very useful. That I think is a game changer for us,” he says.

Khaitan finds it imperative to have repeated engagement with one’s clients to build the trust. “Our aim is to be the trusted advisor to our clients. For that we have continuously engaged with the clients, and get their continuous feedback."

Khaitain avers that lawyers tend to get emotional during the legal dealings and a conducive office culture and atmosphere go a long way in keeping them motivated. “Lawyers in a way are very intellectual but they can also be emotional. Be it a small conversation or fighting a case or arguing in court, a lot of it has to do with emotion. So, the atmosphere and culture at work is very important to keep them motivated,” he says.

According to Khaitan, progress of an organization is critical in extracting best leadership and employee experience. “I think leadership is motivated by progress. It is a little bit of a vicious circle because when an organisation progresses and you get good work, you get good people and you keep the people motivated. So you have to ensure that wheels are turning everyday — faster and faster,” he says.

Khaitan acknowledges the increasing relevance of ROX as “it is all about the experiences and experience of the people.” He says: "ROI will only be a result of it.

The traditional metric, ROI, is no longer self-sufficient in determining a company’s progress. You need to factor in ROX which can measure the success or failure of the complete experience, and is value-oriented. With consumers focused more on the totality of experience, it is time for companies to move beyond ROI and shift their attention to ROX.

Nucleus Office Parks strives to create ‘spaces that speak’ through innovation in design and technology to enhance employee workplace experience vis-a-vis customer experience — which form the building blocks of Return on Experience. Click here (hyperlink microsite url) to watch the complete 'walk and talk' series by Nucleus Office Parks.

Disclaimer: This article has been produced on behalf of Nucleus Office Parks by HT Brand Studio.