16 Dec 2025, Singapore: Organizations are embracing the Moments that Matter framework to support their employee experience to have an equitable opportunity to their employee life cycle for example, RTX adopted Work, Grow, and Belong (see exhibit below) to shape their their "wow" to their employee experience.
Work - we collaborate to solve difficult problems for our customers and stretch the boundaries of what's possible - anticipating and adapting to change
- What's expected of me?
- How do I get work done?
- How am I recognized and rewarded?
Grow - we develop our individual, team, and organization capabilities - maximizing business and customer results.
- How am I doing?
- How am I developing?
- What's next for me?
Belong - We connect to our mission, vision, and values, to the customers and communities we serve and to each other - building a more diverse and inclusive global community.
- How do I manage my well being?
- How is my voice and the voice of others being heard?
- How do I get connected
Moments That Matter Framework
The Moments That Matter (MTM) framework is a human-centered approach used in HR, employee experience (EX), customer experience (CX), and service design to focus effort and resources on the specific moments that have a disproportionate impact on perceptions, decisions, and outcomes.
Instead of optimizing every interaction equally, the framework prioritizes critical moments that shape trust, engagement, performance, and loyalty.
Reference
https://www.ele.llc/moments/creating-engaging-employee-experience-moments-that-matter
https://www.gartner.com/en/human-resources/topics/employee-experience
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