Tantangan

Despite scale and growth, the organization faced persistent people-engagement challenges.

• Low cross-functional recognition, with appreciation limited to immediate teams, reinforcing silos

• Rising attrition, particularly within the first 24 months, due to lack of consistent milestone recognition

• Delayed performance appreciation, as rewards were tied to annual cycles instead of real-time outcomes

• Low participation in upskilling initiatives, slowing adoption of emerging technologies

• Burnout in high-pressure delivery environments, affecting morale and productivity

• Underutilized innovation potential, with frontline ideas rarely recognized or implemented

These gaps impacted collaboration, retention, and service quality across delivery centers.

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Personas involved

• Delivery associates and specialists

• Team leads and project managers

• Quality and operations managers

• HR business partners and L&D teams

• Innovation and process excellence teams

Larutan

Xoxoday Empuls was implemented as a centralized employee recognition and engagement platform across India delivery centers.

• Always-on recognition layer: Empuls enabled employees and managers to recognize contributions instantly, strengthening cross-functional connections.

• Lifecycle-based celebrations: Automated workflows ensured every milestone, from onboarding to long-service anniversaries, was consistently celebrated.

• Real-time performance rewards: Spot awards reinforced quality outcomes and exceptional client feedback as they happened.

• Learning-linked incentives: Certification completions and skill development milestones were rewarded to encourage continuous upskilling.

• Wellness participation programs: Empuls supported wellness challenges and mental health initiatives to address burnout in demanding roles.

• Innovation recognition: Employees contributing automation and efficiency ideas were visibly recognized, encouraging a culture of continuous improvement.

Dashboards gave HR and leadership real-time visibility into participation, engagement trends, and program impact.

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Impact

The engagement transformation delivered measurable outcomes across people, performance, and retention:

• 52% increase in monthly recognition participation, strengthening collaboration across delivery and support teams

• 18% reduction in voluntary attrition, driven by consistent milestone and tenure celebrations

• 41% rise in certification and training completions, building future-ready workforce capabilities

• 2.5× higher participation in wellness initiatives, improving morale and productivity

• 30% increase in employee-submitted innovation ideas, contributing to operational efficiency

• Significant uplift in employee satisfaction scores, linked to real-time appreciation and visibility

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Conclusion

By embedding recognition, wellness, learning, and innovation into everyday work with Empuls, the ITes enterprise transformed its employee experience across India. Continuous appreciation replaced episodic rewards, fostering stronger connections, higher retention, and a motivated workforce ready to meet evolving client demands.