Editorial
The first six months of 2023 have brought significant change to an already-evolving workplace. We saw a heightened push for a return to office and Supreme Court rulings on affirmative action, which has already had an impact on workplace diversity efforts. Generative AI has burst on the scene transforming how we think about content, information and research.
By 2028, a confluence of events could further cement changes in the workplace that deeply affect humans. These include technological advancements, deep personalization and a commitment to internal culture, all of which will change how we learn, personalize work and prioritize wellness and diversity. However, not all companies will move at the same time, and depending on political landscapes, we might even see a slowdown or clawback on diversity and wellness efforts. So what can we do now?
Prediction 1: Flexibility Become Standard
In 2023, four out of five employees who have worked in hybrid models said they want to keep them. 2028 will see most employers of desk/knowledge workers requiring two to three days in office, removing the binary debate between in-office or remote. As a result, work outcomes will drive decisions on where employees work.
Work outcomes require a deeper look at the work being done, defining the goals of that work, and the methods required to move the work forward. Most importantly though is a clear set of success metrics to measure productivity consistently and transparently. Knowing that the right work is being done will remove the discussion around where that work is done. And all that talk about maintaining culture? When there is clarity on the goals and common alignment to performance, expectations are clear and culture can thrive, regardless of location.
What Can We Start Doing Now?
Organizations should be able to answer two big questions clearly. First: How do we make money? Understanding this question helps set the focus on time allotted to core work, innovation and growth opportunities (including experience programs, etc.). Second: How does work get done? Some work is best done collaboratively within a trusted culture. Other work can and should be done more independently. Bringing these two models together can bring new ways of solving problems while still maintaining connection and engagement. Linking the answers to these two questions to a dollar value can yield a clear set of organizational priorities and enablers for delivering the strategic vision.
Related Article: Binary Thinking is Holding Hybrid Work Back
Prediction 2: The Internal and External Roles of AI
Advancements in technology have altered the way businesses operate, and employee experience is no exception. By 2028, the integration of artificial intelligence (AI), automation, and virtual reality (VR) into work processes, training and wellness programs is projected to have a profound impact on how employees interact with their customers, tasks, colleagues and the workplace as a whole. McKinsey notes that by 2030, activities that account for up to 30% of hours currently worked across the US economy could be automated.
By leveraging AI, customer and employee experiences become frictionless and no longer focus on a single journey or interaction point. Tools, processes and channels become more integrated and nonlinear. The days of directing employees to a single intranet channel or even a policy handbook are fading. AI will replace repetitive work, leading to more opportunities for strategic thinking, and reinventing models that drive personalization and genuine interaction. Journeys will become viewed by segment and goals, not just by lifecycle or transaction cycle.
What Can We Start Doing Now?
Don’t be constrained by your starting point — embracing AI will require radical changes and a strong organizational commitment. Employers will need to look at designing new career pathways for employees and nurturing agility, adaptability and re-skilling will ensure the protection of people, not jobs.
A deep look at workforce planning and leadership capability designs must follow. With integrated journeys, understanding the impact on the overall customer and employee experience is essential, and the roadmaps must adjust to account for changes to both. With a clear plan,training and prioritization, AI implementation becomes organized and impacts on employees and customers are more seamless.
Prediction 3: Personalized Well-Being
Employee well-being has evolved into a cornerstone of the employee experience. In 2028, by leveraging AI and technological advances as defined above, companies can implement more personalized wellness journeys, recognizing that physical, mental and emotional health are inextricably linked to productivity and engagement.
Advanced data analytics and AI-driven technologies will enable companies to gather and analyze employee data, including health metrics, preferences and habits (pending data security and privacy approvals, of course). This data will be leveraged to craft programs that cater to each employee's unique needs. From nutrition and fitness plans to mental health support, these tailored experiences will yield more sustainable results as companies begin to tailor programs to employee segments, rather than one size fits all initiatives.
What Can We Start Doing Now?
The upcoming 2024 US presidential election will bring a number of concerns to the forefront that companies will have to deal with regardless of who wins. For one, the accessibility of employee benefits, including mental health services, could be affected. Creating a robust commitment to wellness, while looking at metrics like short- and long-term disability, impacts to productivity and training for managers to support their teams can all start now. Should there be future changes, commitment to wellness is then part of the organizational DNA, with data informing where the impacts should be rather than wide scale cuts or revisions.
Related Article: You Have to Understand the Past to Build a Wellness Future
Prediction 4: Diversity Programs Could Wobble
With the 2024 election cycle now starting, and “Anti-Woke” initiatives kicking off fierce debates (specifically the programs launched in Florida by Governor Ron DeSantis), I believe that the pendulum swings on DEI will continue. While ensuring broad representation has always been a significant factor driving success within an organization, recent polarizing events have driven a swing to extremes.
The upcoming election could influence the trajectory of equal employment opportunity initiatives, affirmative action and anti-discrimination measures. Employee and employer stances on these issues may shape federal regulations and funding for diversity and inclusion programs within organizations. However companies who clearly define their values and purpose will find ways to lean into their programs, and will demonstrate success over those who don't.
Webinar
Sep
25
CMS Briefing: A Live Look at What’s Next in AI-Driven Platforms
Learn how leading organizations are using AI‑driven tools to publish faster, personalize smarter and stay secure.
Register
Webinar
On demand
Ready or Not: How Data-First Organizations Are Unlocking Agentforce Potential
Learn how to cut through the noise, activate Agentforce and build a Salesforce AI strategy that actually delivers.
Watch Now
Webinar
On demand
AI in Customer Service: Faster Resolutions, Happier Customers
Don’t let rising demand burn out your team. See how to build a smarter, more resilient support org.
Watch Now
Webinar
On demand
From Hype to High-Impact CX Strategies That Actually Scale
Turn buzzworthy AI and outsourcing trends into measurable CX wins with fresh 2025 data.
Watch Now
Webinar
On demand
Insights to Action Rethinking the Contact Center for Real Business Impact
Join our exclusive webinar to hear CX executives share their innovative strategies for transforming service delivery.
Watch Now
Webinar
On demand
Accelerating Healthcare Ops with AI
Sign up to see how your peers are putting AI to work — and making it stick.
Watch Now
What Can We Start Doing Now?
Again, data is your friend here. Understanding current metrics and their alignment to key programs like productivity, belonging and engagement is required to set standards for what creates optimal working teams. With the shift to work outcomes, and diverse thinking applied to problem solving, understanding the impact of diversity beyond Affirmative Action hiring is essential. Organizations that move with the political times or allow themselves to be driven in either direction by activist shareholders will lose out if they can’t point to the overall benefits of a diverse employee base. This is about more than just targets and quotas; it is looking at overall performance and productivity of teams across the workplace.
Conclusion: Embracing the New Employee Experience
As organizations adapt to these changes, customization, inclusivity, and empathy will be the cornerstones of success. To be ready for these changes, this future landscape needs to be on every CEO’s agenda today. These changes require rethinking models of leadership, training and work planning. This must be the first step for any readiness, and with only 15% of CEOs considering programs, there is much work to be done.
Learn how you can join our contributor community.
