The chief people officer perspective: The power of digital inclusion in employee benefits
For many organisations, considering the way benefits are delivered has meant a radical rethinking of their total reward strategies - not just to reflect changing needs, but to reach every employee, wherever they are and however they work.
At Benifex, we believe inclusion is central to the future of employee experience. This is fundamental to our DNA as a remote-first and global business. We have a section in our culture book highlighting that ‘everyone is welcome’ and we are ‘all about flexibility and autonomy in the way we work; we support over 100 different working patterns’.
As well as providing benefits that support employees’ individual needs, it’s also essential to make sure every employee can access, understand, and engage with those benefits meaningfully.
In a world where 80% of the global workforce is now deskless, inclusion through digital apps and tools isn’t optional - it’s essential.
Deskless, not detached: Rethinking how employers reach their people
Many of our customers are looking to engage people who don’t work from a desk.
From warehouse workers and field engineers to retail and hospitality staff, deskless employees form the backbone of countless industries.
Yet for far too long, they’ve been underserved by workplace technology.
In fact, some estimates suggest that employees who don’t sit at a desk receive just 1% of workplace tech.
Deskless workers often lack easy access to intranets, emails, or a workplace device- and that disconnect impacts everything from benefits take-up to wellbeing and job satisfaction.
If employers are serious about building an inclusive culture, they must meet all our people where they are.
Forward-thinking employers like London Gatwick, The AA and Refresco are using innovative technology to create a home for global employee experience across benefits, wellbeing, reward, recognition and culture.
“At the airport we employ lots of people who are not sitting at a desk. They might be helping people through security, they might be helping people find their way around the building and keeping our car parks and estates secure. Or they’re even bringing aeroplanes in and clearing the runway. So we wanted to make sure that the benefits we provided were not just the sort of benefits people wanted, but that they could actually get hold of them.” - Steve Walsh, Reward Manager, London Gatwick
Here are three considerations to ensure your employee benefits experience is inclusive:
1. Make benefits mobile, intuitive and always-on
The right technology can remove barriers and create more personalised, engaging experiences for all employees.
For deskless or remote employees, accessibility isn’t just about device compatibility – it's about ease of use in the flow of everyday life.
Mobile-first, app-based benefits platforms allow employees to interact with their benefits in real time – on the factory floor, on the road, during a break, at home. In other words: anytime, anywhere.
Indeed, 83% of employees say they’re happy to use their own phone to access work-related apps if it means a better experience.
But if a benefits platform isn’t as intuitive as the apps your people use in their personal lives (think Netflix, Amazon, Spotify), it's unlikely to have the impact you’re hoping for.
Currently, 70% of employees say the technology they use at work lags behind the technology they use at home - so providing a smooth and seamless UX is crucial.
To ensure it hits the mark, opt for a benefits app that’s fully responsive – enabling employees to make real-time updates, enrol in new benefits and submit claims directly from their mobiles.
2. Design for flexibility and personalisation
The most inclusive benefits experiences are built around choice. This has always been the number one way employees say their benefit provision could be improved.
It’s no longer enough to offer a small range of benefits and assume they’ll resonate across life stages, locations and demographics.
For one person the most important benefits could be childcare support or critical illness cover; for another, it’s mental health resources, the ability to purchase more holiday or a gym membership.
Benefits technology can help deliver more personalized journeys - whether that’s recommending relevant wellbeing resources, delivering options to support each person’s individual needs, or offering benefit allowances that let people choose what matters most to them.
By using data intelligently, employers can tailor communications, timing, and messaging so that every employee - not just those in an office - feels seen and supported.
3. Embed values, recognition and culture into your platform
Digital benefits platforms have evolved into a central hub for the employee experience.
They’re no longer just where employees sign up for health insurance - employees now login to feel connected to their employer, understand EVP and engage with culture.
More and more organisations are implementing platforms that enable them to bring together recognition, wellbeing support, benefits and cultural elements together in a digital hub.
Because culture shouldn’t only be accessible to people who interact with each other in person (although in person interactions are of course still important).
Employees should be able to tap into culture via the device they keep in their pockets, accessible any time they need a reminder that they belong.
For example, a peer-to-peer recognition app enables employees to send in-the-moment thank-yous to colleagues and supports cross-departmental networks.
And linking recognitions to company values reinforces a shared purpose - regardless of seniority, role or location.
Closing the digital divide in the age of EVP
Today’s employees want to feel better because they work for you.
That’s why we’re seeing the EVP evolve into a broader promise: one that encompasses purpose, care, personalisation, and trust.
And to deliver on employees’ exponential expectations, digital experiences can’t be an afterthought.
Digital inclusion must be central to how we design and deliver the employee experience.
Technology - when done right - brings fairness, access, and connection to all employees, wherever they are.
Because digital inclusion isn’t just about technology - it’s about creating a sense of belonging.
And when we get it right, everyone benefits.
Read our report, Deskless but Not Detached, to see how you can provide remarkable employee experiences for all your people.
Supplied by REBA Associate Member, Benifex
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