loader image

How personalisation unlocks emotion and employees’ potential

When done right, Personalised Employee Experiences unlock human potential by putting the emotional needs of employees front and centre.


In this White Paper, I seek to join the dots between employee experience, personalisation, and intrinsic motivation, give three examples of how leaders are looking to maximise positive employee emotion in business today, and provide four tips for understanding the emotional impact of personalisation that can be applied immediately to your organisation or team.

This is a companion piece to ‘what is personalisation’; building on the argument that Williams makes, personalisation demonstrates care and enables connection between the employee and the organisation, and as such, it’s a performance multiplier.

Brilliance Realised

What is Trust-based Personalisation?

Trust and personalisation are related constructs. Trust is generally accepted as a prerequisite for good personalisation practice. Employees (customers) are not likely to reveal confidential information about themselves to an untrustworthy party and they may be suspicious of data harvesting practices if they feel the information may be misused in some way.

What is feeling safe?

A recent MIT study found that these are the highest-ranking reasons why workers are handing in notices of quitting their jobs, often with no job to go to…

What is feeling accepted?

“This starts with creating a safe space where team members can express themselves freely and be vulnerable, connect with each other and experience their common humanity. Building deep relationships with others takes time, tenacity, and a willingness to keep showing up, but the pay-off is immense.”

The Relational Work of Systems Change

Stanford Social Innovation Review

Why is Trust Important?

We are moving away from the view of organisations as machines to seeing organisations as organisms.

Speed and agility are undoubtedly the new currencies; which means, hierarchy, bureaucracy and detailed top-down instruction are no longer helpful.

Instead, we must embrace a model where leaders communicate a clear direction or purpose, where the style of leadership put a coaching approach front and center, enabling action, and where super teams are built around end-to-end accountability.

Brilliance Realised

4 Tips and Reminders for Trust-based Personalisation

When Captain Abrashoff took over as commander of USS Benfold, it was like a business that had all the latest technology but only some of the productivity. Abrashoff shares his secrets of successful management including:

Communicate & Communicate - emotional expression

The more Abrashoff communicated the plan, the better the crew’s performance. His crew eventually started calling him “Megaphone Mike” since they heard from him so often.

Create discipline by focusing on purpose

Discipline skyrocketed when Abrashoff’s crew believed that what they were doing was important.

See the ship through the eyes of the crew - empathy

By soliciting a sailor’s suggestions, Abrashoff drastically reduced tedious chores that provided little additional value.

Listen aggressively

After learning that many sailors wanted to use the GI Bill, Abrashoff brought a test official aboard the ship and held the SATs forty miles off the Iraqi coast. From achieving amazing cost savings to winning the highest gunnery score in the Pacific Fleet, Captain Abrashoff’s extraordinary campaign sent shock waves through the U.S. Navy. It can help you change the course of your ship, no matter your business battles are fought.

Related news

The Social CHRO

The Social CHRO

  Why HR leaders and the wider exec team, must become active participants on social and how to do it. With guests Damian Corbet, communications consultant and author of the Social C-suite and Chloe Palmer, Head of People at Accel. Brilliance RealisedRelated...

read more
The wellbeing advantage

The wellbeing advantage

  A discussion about human wellbeing as a competitive advantage considering all aspects of the human system - mind, body and spirit. With guest Andy Holmes, Head of Global Wellbeing at Reckitt. We consider what orgs need to do to create healthy human systems at work,...

read more
Why are we talking about equity?

Why are we talking about equity?

  What might it mean to give everyone access to fair and equal outcomes, at work? With guest Pauline Miller, Chief Equity Officer at Dentsu International, we define what equity is, and think about equity in the context of a post-Covid era, where the pace of change and...

read more
Why I Love My ADHD

Why I Love My ADHD

 I would like to let you into a little secret... I love my ADHD. I haven’t always loved it. Before diagnosis I found it hard to live with and could never understand why I felt so different to everyone else. But once I understood it, I completely fell in love....

read more