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Good organizations place employees first, customers second and financial outcomes third, he said.

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We need to learn to lead through division — whether it is caused by a team member, customer or even the department leader.

A 2021 report titled “ Hidden Workers: Untapped Talent ,” produced in partnership with Harvard Business school, made a handful of recommendations to HR departments: stronger familiarization with “skills profiles of hidden workers” (that is, qualified but underemployed or marginalized workers), customized training and partnerships with organizations with expertise in particular groups.

“These associates have the most important jobs in our company, and we deeply appreciate everything they do to serve our customers to deliver a best-in-class experience.”

He believes these metrics help ensure a more sustainable future where the company has a clear competitive advantage, a better and more transparent relationship with customers and employees, and a more robust framework to oversee and manage emerging risks.

Another client (a global customer service organization with retention challenges) was originally prepared to change compensation and benefits.

Employers in the arts, entertainment, recreation, agencies and consultancies, and retail and customer service sectors also anticipated higher-than-average increases for this year, while employers in the government, health care and social assistance agencies sectors predicted some of the lowest increases, at 4.1%.

“The ‘e’ always meant equal opportunity to us, not equal outcomes, and we believe this more accurately reflects our ongoing approach to reach the most customers and clients to grow our business, create an inclusive workplace for our employees, and increase access to opportunities,” Jenn Piepszak, the company’s chief operating officer, said in the memo.

However, many jobs lend themselves to this assessment method, which includes in-basket exercises (often for leadership positions), role playing (such as a customer service interaction) and case study analysis (as when a project manager must develop a plan to get a fictitious over-budget project back on track).