What HCM Partners Should Really Be Selling Right Now (Hint: It’s Not More Licences)
Why predictive workforce analytics is the adjacent value play every HCM and WFM partner needs By Jonathan Hawkins If you’re an HCM or WFM partner — implementation firm, reseller, managed service provider — your commercial model is under pressure. Platform commoditisation is compressing margins. Clients expect more value from existing relationships. And the competitive pitch […]
The Contact Centre Attrition Maths Your Board Hasn’t Seen
Why the true cost of agent turnover is two to three times what your finance team thinks it isBy Jonathan Hawkins Ask your finance team what agent attrition costs. They’ll give you a number. It’ll be wrong. Not slightly wrong. Structurally wrong. The standard calculation captures recruitment fees, onboarding costs, and maybe a few weeks […]
Your WFM Data Is Worth More Than Your Engagement Scores. Here’s Why.
The untapped predictive value hiding in your workforce management platformBy Jonathan Hawkins Your workforce management platform knows more about your employees’ emotional state than your engagement survey does. It just doesn’t know it yet. Every shift swap request, every pattern of overtime acceptance or refusal, every change in break behaviour, every adherence anomaly — these […]
Every HCM Platform Is Adding AI. Almost None of Them Are Fixing the Data Problem Underneath.
Why AI on top of flawed self-report data produces faster bad answers, not better ones By Jonathan Hawkins Open any HCM vendor’s website right now and you’ll see the same message: “We’ve added AI.” Workday has AI. UKG has AI. SAP SuccessFactors has AI. Oracle HCM has AI. Every major platform has spent the last […]
Your CHRO Can’t Justify Engagement Survey Spend to the CFO. That’s the Whole Problem.
Why the inability to prove survey ROI is a structural flaw, not a presentation problem By Jonathan Hawkins Every CHRO I speak to has the same anxiety. Not about attrition. Not about engagement scores. About the CFO meeting where they’re asked to justify the budget. And every year, the engagement survey spend is the line […]
Measuring Sentiment and Predicting Behaviour Are Not the Same Product.
Why retrospective feedback platforms and predictive behavioural analytics serve different purposes By Jonathan Hawkins There’s a common misconception in the HR tech market: that platforms which capture employee feedback and platforms which predict employee behaviour are competing products. They’re not. They answer fundamentally different questions. Feedback platforms — Medallia, Qualtrics, Culture Amp, Peakon — excel […]
The Survey Industry Built a $4 Billion Business on Lagging Data. The Market Is Moving On.
Why the shift from engagement measurement to behavioural prediction is already underwayBy Jonathan Hawkins The employee engagement survey market is worth over four billion dollars. Platforms like Qualtrics, Glint, Peakon, and Culture Amp have built substantial businesses on a simple premise: ask employees how they feel, aggregate the responses, and give leaders a score. The […]
Burnout Is a Bigger Problem Than Attrition. And You’re Measuring Neither of Them Properly.
Why contact centres need predictive data to manage the crisis they can’t see By Jonathan Hawkins Attrition gets the headlines. Burnout does the damage. Contact centre agents report an average of eleven sick days per year, with a significant proportion linked to stress-related conditions. But the cost of burnout isn’t just absence. It’s the slow […]
Do You Really Want to Retain Everyone?
Why blanket retention strategies waste money and how targeted prediction changes the maths By Jonathan Hawkins Most retention strategies try to keep everyone. That’s expensive, unfocused, and commercially irrational. Not every employee delivers equal value. Not every departure is equally costly. And not every leaver was preventable. Treating all attrition as a uniform problem produces […]
Surveys Tell You What People Decided to Say. Operational Data Tells You What They Actually Did.
The structural case against self-report and for predictive behavioural analytics By Jonathan Hawkins The employee satisfaction survey has been the default tool for measuring workforce sentiment for decades. It’s familiar, it’s established, and most organisations run one in some form. It’s also structurally flawed — and the industry knows it. Response rates are falling. […]