2024 HR Predictions: How HR Can Own Their Strategic Role

The HR industry is evolving to meet the changing needs of today’s workforces and economic landscape. Marcy Klipfel, Businessolver’s Chief Engagement Officer, outlines what trends HR can (and should) expect to see in 2024.

2023 was a banner year for HR technology and innovation. AI, personalization, empathy, and employee wellness were key themes in much of what Businessolver put forward with our technology this year and what many of us have read in the industry trades. But keeping a pulse on those trends is not the same as taking action on them. As we head into 2024, we’ll see empathetic technology and AI stay in the spotlight.  

Here’s a look at what’s going to help HR own their role as a key organizational strategist and drive lasting results for their business and their people. 

Empathetic technology is table stakes for organizational success 

HR burnout hit headlines this year. Businessolver’s own 2023 State of Workplace Empathy data showed that 61% of HR professionals experienced a mental health issue in 2022, much of that stemming from misaligned priorities between the c-suite and employees and a lack of technology to drive true efficiencies.  

However, when HR teams have the right technology in place, we see positive results for both HR and their organizations:  

• Over 4,000 hours of HR and employees’ hours saved in hold and call times with AI-driven call center and self-service tools 
• Over $4,000,000 in efficiency gains alone just by having more self-service and personalized technology in play for benefits administration 
• 61% of documents are automatically verified by AI technology, reducing manual processes for HR and wait times for employees 

The challenge—and the key—to building buy-in for better technology resources rests in proving ROI to your CFO. The “prove it” stats rest in your data, HR’s not-so-secret weapon for positioning their strategy. Consider looking at the numbers that can best translate into dollars and cents for your key stakeholders. This might include enrollment or participation data, employee wellness and engagement stats, and hours spent (and resulting cost of that labor) on manual or time-consuming, non-strategic tasks and workflows. 

AI and personalization will drive better health and business outcomes 

Personalization has been a long-time success-driver for consumer engagement—benefits are no exception. We’ve consistently heard from our clients and the industry at large that employee experience is a top priority for many HR leaders. Our 2023 Benefits Insights data proved that when AI and personalization are in play, employee engagement trends upward. This looks like: 

• 19% more employees engaging with their benefits when they see AI-driven reminders at the right time and place 

• 60% of employees electing a high-deductible health plan with an HSA when personalized decision support is available at enrollment (this compares to only 20% doing so without that support) 
• 46% of employees logging back into Benefitsolver to view and manage their benefits 4 or more times after enrollment when more personalization and services are available, nearly double the performance when those services aren’t available 
• 90% same-day resolution rate with our AI-powered virtual assistant, Sofia, for benefits-related questions with personalized and empathetic responses 

Engaged employees tend to be happier, healthier employees. This translates into higher productivity and retention for your organization, all because you have the right technology in place to support employee wellbeing. 

Benefits expectations are evolving and employers need to take strides to meet employees where they’re at 

Managing mental health in the workplace is no longer a nice-to-have; it is now a necessity. We’ve watched workplace empathy and benefit expectations evolve a lot in the past few years and benefits have remained a top way for employers to express empathy year over year. Yet our data shows there’s a consistent misalignment between what employees want versus what organizations provide.  

Organizations will need to lean into data and employee feedback to make meaningful shifts in their benefits programs, from offering a more diverse array of benefits to highlighting the value for employees to baking wellbeing directly into the workplace culture. In 2024, there will be a heightened focus on employee wellbeing, especially mental health support, as it becomes a top priority in the workplace. Companies will offer a comprehensive array of benefits and programs designed to address stress management, work-life balance, and overall mental well-being, recognizing its significance for productivity and job satisfaction. 

As we enter 2024, HR leaders have an incredible opportunity to leverage the right technology and AI to enhance the employee experience and drive lasting organizational outcomes. These tools will be instrumental in helping HR prove out ROI and build their business case as organizational strategists to the c-suite. By using data-driven insights, personalized solutions, and empathy, you can demonstrate the value of their strategy and pull forward critical data and insights to prove your point and build critical buy-in.  

Want to hear more from Marcy? Subscribe to the Businessolver blog or find Marcy’s latest insights on Forbes HR Council.