Human-Centred IC Is No Longer Optional: What the 2025 IC Index Signals About the Future of Employee Experience

Emma Bridger

Minutes
27 June 2025
Employee Experience
Human-centred
Internal communication
Internal communication has evolved. It’s no longer just about sharing news—it’s about building meaningful moments of trust, empathy, and human connection. The 2025 IC Index makes that crystal clear: the most effective communication strategies are those designed around real people, not just polished outputs.

At The EX Space, we believe internal communication should be deeply embedded in employee experience. Not a downstream channel, but a human-centred catalyst for change.

Here’s what the Index tells us—and how to take action with practical tools and insights along the way.

Connection and Care Are the New Communication Metrics

Employees who rate their internal comms a perfect 10 aren’t impressed by shiny new channels or tech stacks. They talk about empathy, approachability, and authentic interactions. In fact, these employees are 93% more likely to feel their leaders understand their challenges—and 50% more likely to hear from them regularly.

This is the heart of experience-led communication: personal, intentional, and emotionally resonant.

Empathy Is a Strategic Skill, Not a Soft One

The Index reveals that only 51% of employees feel their leaders truly understand them. When leaders are described as “authentic,” “caring,” or “approachable,” trust increases exponentially.

Empathy isn’t just a feeling—it’s a leadership tool. Internal communicators are uniquely positioned to coach leaders toward more authentic, emotionally intelligent communication.

Listening Isn’t the Finish Line—Action Is

The IC Index found a staggering 47-point increase in trust and advocacy when employees not only feel heard, but see action taken based on what they share.

This means surveys and feedback sessions aren’t enough. You need visible, timely follow-through.

AI Can Support—But Human Skills Will Define the Future

AI is here to stay, and the IC Index reflects mixed emotions: interest, uncertainty, and concern. But one thing is clear—when AI is paired with empathy and clarity, trust grows.

That’s why we advocate for AI-augmented internal comms: not automation for its own sake, but technology that frees humans to focus on what they do best—listen, coach, create, and connect.

Tone of Voice Is the Trust Signal You’re Missing

The report highlights a consistent issue: employees crave realness. Whether it’s CEOs who sound overly scripted or managers who default to corporate-speak, a lack of humanity hurts trust.

Internal comms teams must move beyond editing and into tone coaching—helping leaders shape messages that feel personal, vulnerable, and grounded.

From Insight to Action: Your Role Is Evolving

The 2025 IC Index sends a clear message: empathy, connection, and human-centred design aren’t extras—they’re essential. The IC professionals driving value in this moment are those who coach, co-create, and communicate with care.

So here’s your call to action:
Are you broadcasting, or building something deeper? Are you measuring clicks—or moments?

Let’s commit to internal comms that feels like it was made for humans—because it was.

At The EX Space, we’re here to help you lead that change.

Members can access a wide range of tools, resources, and practical support—including courses and exclusive content for our pro members—all designed to help you put these principles into practice.

Catch up on our latest webinar exploring the future of work and where internal comms fits into the evolving employee experience landscape.
Don’t miss our upcoming session focused on internal communication as a strategic driver of employee engagement and culture.

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