What is the human experience (HX)?

The definition of human experience (HX) is complex, comprising the totality of an individual’s experiences and how they are impacted emotionally, socially, intellectually, spiritually, and more. No two people have the same human experience as it is also subject to our unique perceptions. It is this human experience and its many facets that truly set us apart from AI. 

What are the different types of human experience?

There are many different types of HX, but here is a look at the most noteworthy:

• Emotional: Humans possess an impressive range of emotions, including happiness, fear, anger, surprise, sadness, and disgust. These emotions are more than mere reactions to life’s events. Your emotions at any given time can alter how you perceive these events as well. They can also be triggered by your surroundings, particularly if they spark a memory. Clearly, emotions are a complex, multi-layered facet of humanness that cannot be achieved by AI. 
• Physical: Thanks to the human senses of taste, touch, sight, smell, and hearing, people can experience the world more fully than artificial intelligence. For instance, AI cannot appreciate the feeling of a warm hug or the aromas of baked bread. The physical elements of human experience allow us to feel a deeper connection with our environment and those around us. 
• Psychological: These are the elements of the human experience that take place within the individual’s mind. Our psychological experiences can have a cumulative effect and influence our worldviews and perceptions. Conversely, our perceptions can also alter our psychological experience. Therefore, it is important to create a sense of psychological safety in the workplace. 
• Social: Humans are social by nature. We need to interact with others and form connections and communities. Friendships, family relationships, and co-workers all play a role in our personal growth. And even something as simple as a smile or kind word from a stranger can create feelings of happiness and contentment. 
• Intellectual: The human mind thrives on learning and solving complex problems. It can rely on logic and objective decision-making processes, but it can also consider the ethical and moral implications of said decision. 
• Spiritual: This part of the human experience refers to one’s belief system, often focusing on the origin of the universe and the existence of a higher power. Our spiritual experience greatly impacts our human experience and how we perceive it. However, our human experience can also define and shape our spiritual one. 

Why is HX important in business?

Clearly, the human experience is an important consideration when operating a company powered by people. There are, however, some aspects of HX’s significance that you may not have considered. 

An increased prevalence of AI

Society is interacting with AI more than ever. And the workplace is continually losing human contact points. As such, it is vital to protect and nurture human interactions. Workplace technology should enhance human connections rather than disrupt them. Author, Erica Keswin, tells Indeed that we need to focus on “being human” in the workplace, cultivating relationships with co-workers and customers. She adds this is becoming increasingly important as technologies that enable remote work continue to emerge. 

AI has proved to be lacking

Furthermore, it is becoming increasingly clear that AI is limited in its scope. Our human nature is our biggest advantage over artificial intelligence, and both employers and employees need to capitalize on this. No matter how much AI advances, it will remain a machine. It will always lack humanness—and all of the amazing abilities and qualities that only we possess. 

What are some of the human capabilities that AI lacks? AI does not possess creativity, the ability to devise novel ideas, flexibility, or leadership skills, to name a few. It cannot develop emotional intelligence, cope with ambiguity, or experience empathy either. Therefore, it is increasingly necessary for organizations to hire with these skills in mind. 

HX impacts your entire business

Fostering positive human experiences can enable you to build strong customer relationships, enhance the satisfaction and productivity levels of your workforce, cultivate ingenuity and creativity, solidify a positive corporate reputation, and boost sales. HX is an important factor when establishing best practices for both employee and customer relationship management. 

How can you improve your company’s HX?

The secret to an organization’s success is a happy team and a satisfied, loyal customer base. While extrinsic rewards can have a positive effect, the best way to win over a human is to improve their human experience. Here are a few HX improvements you can make to boost your company’s performance. 

Examine how your organization uses AI

It is wise to begin by looking at how your organization utilizes artificial intelligence and how it impacts the human experience of your employees and customers. 

• Find a balance between AI and humans: Erica Keswin shared with Indeed that the key to implementing technology successfully is to use it “to enhance—not replace—human interactions.” This involves learning how to responsibly use AI-powered tools. For instance, she recommends maintaining the human side of your virtual meetings by requiring attendees to keep their video feed on as this keeps your team more engaged and more closely resembles an in-person meeting.
• Use AI for the mundane: Managing human capital should always be the primary focus. The humans are, after all, the star of the show with AI playing a supportive role. A great way to use AI that does not hamper the human experience is to have AI perform the repetitive tasks that humans dislike. This frees your team to do more meaningful and rewarding work, leading to a more satisfied workforce. 
• Consider that HX impacts the perception of AI: It is important to recognize that an employee’s or customer’s human experience can also impact how they view artificial intelligence in the workplace. For instance, Innovation, Science and Economic Development Canada has identified women, older Canadians, and residents of Saskatchewan and Manitoba as viewing the impact AI will have on them personally less positively than other groups. Your team members and clients that match these demographics would likely prefer interacting solely with fellow humans. It is also important to consider these personal differences when preparing your team for the AI future. 
• Make sure your AI is inclusive: AI receives its training through data—and this data can be flawed. For this reason, AI can sometimes generate biased results that can hamper your efforts to create a positive human experience. This could work against a sense of diversity, equity, inclusion, and belonging. You will need to keep an eye out for the ways your AI can hurt your diversity and inclusion goals. 

Harness the power of HX

Now that you’ve ensured your use of AI is not hampering your organization’s human experience, it’s time to examine how you can ramp up your HX efforts. 

• Consider emotions: When making customer loyalty and purchasing decisions, it is important to remember that the emotional aspect of human experience is a key driver. Marketing and customer service initiatives that strive to generate positive emotions can greatly enhance your company’s relationship with its clientele.  
• Foster employee well-being: Instead of focusing solely on external rewards, consider incorporating experiences and events that allow your workforce to bond and form shared memories. These positive human experiences can lead to a more engaged team with lower staff turnover . This also may promote inclusiveness and a sense of community, greatly enhancing your diversity, equity, inclusion, and belonging (DEIB) efforts. 
• Target your hiring efforts: As previously mentioned, the best way to nurture the “human face” of your organization is to ensure that future hires possess the qualities that are exclusively human. Look for traits like creativity, empathy, or adaptability, ensuring that your team can create a favourable lasting connection with your customers and each other. It is also important to make hiring more human, so these decisions should be left to the human members of your HR team. 
• Make decisions with HX in mind: When making decisions that impact your staff or your customers, consider how each option will affect the human experience. For instance, when designing a customer area, consider how they may react to it on an emotional level. Is it warm and inviting? Does it allow your team to interact with your clients in meaningful ways? By placing yourself in your customer’s shoes, you will be better able to foster a positive human experience.  

As AI increasingly impacts our world, the human experience will become more and more appreciated by your employees and customers. By increasing your organization’s awareness of this valuable asset, you may increase the happiness of your team and the clientele they serve.