Workplace Fulfillment is Down, Survey Finds

In today’s rapidly evolving workplace, employee fulfillment is becoming increasingly complex. Ricoh’s “2024 North American Workplace Fulfillment Gap Index” — which is based on a survey of more than 2,000 American and Canadian workers — highlights significant shifts in workforce dynamics, work-life balance priorities, technological adaptation, and generational perspectives on work identity. As industries navigate these changes, companies must rethink their strategies to maintain engagement, productivity, and overall job satisfaction.

Gavin Jordan-Smith, chief global sales strategy division and North American sales officer for RICOH Graphic Communications

We asked Gavin Jordan-Smith, chief global sales strategy division and North American sales officer for RICOH Graphic Communications, about the report’s findings and how print service providers (PSPs) should respond.

Printing Impressions (PI): The report states that 51% of employees feel less fulfilled at work than they did five years ago. What are the primary drivers behind this decline in workplace fulfillment?

Gavin Jordan-Smith: In some respects, many industries are facing the same drivers that I am outlining here, including the generational shift in the workforce. As older employees retire, younger workers are less likely to pursue traditional roles, particularly in industries like commercial printing. This shift, paired with a 73% decline in skilled print tradespeople, has led to an increase in employee burnout and lack of fulfillment as they fill staffing shortages gaps, navigate heavy workloads, and keep pace with fast-changing technology.

Beyond burnout and industry shifts, culture remains a key factor to workplace fulfillment with North American employees ranking camaraderie with colleagues in their organization higher than any other measure of what is keeping them engaged and fulfilled in their current roles. However, companies now need to navigate how to successfully balance return-to-office policies while still building a culture where employees feel valued and engaged both in and out of the office. These challenges span all industries including Ricoh and our competitors, and will require solutions that address workforce transitions, increased workloads, and employee culture.

PI: Work-life balance is rated as the most fulfilling aspect of work (76%). However, there is a gap in how much companies invest in this area. How can employers bridge this gap effectively?

Jordan-Smith: Work-life balance is crucial to employee fulfillment, yet many companies underinvest in this area. A key factor in improving this balance is to foster a strong workplace culture. Employees who feel connected to colleagues are more engaged and fulfilled in both their personal and professional lives. The Ricoh Workplace Experience Survey found that feeling disconnected (47%) leads to lower fulfillment (51%), and 91% of employees say workplace culture is essential.

To help close this gap, companies will need to invest and go beyond the traditional workplace policies and solutions to create stronger team and organizational relationships. Companies can do this by creating mentorship programs, adopting a servant leadership approach, providing more transparency in context to tough decisions as well as investments, adjusting workloads, and encouraging clear boundaries between work and life. I strongly believe that good leaders communicate well and more often especially in our industry that is rapidly transforming.

PI: About 26% of employees have experienced incompatible technology, and 22% have faced unreliable systems. How can companies ensure their tech infrastructure keeps pace with employee needs?

Jordan-Smith: As digital printing continues to transform the workplace, having a strong technology stack becomes even more critical. At times, technology and innovation do not simplify connectivity, making it difficult to adjust and adopt. From composition and production to the finishing stage of print materials, the commercial printing industry is constantly evolving. Keeping up with technology that supports and simplifies employees’ workloads is essential to staying competitive. In fact, this is the No. 1 request from our customers whereby we bring in a team to integrate software and hardware platforms across the departments in a print shop.

To ensure a company’s technology infrastructure aligns with employees’ changing needs, it should focus on investing in user-friendly workflow tools, providing clear and ongoing training, and prioritizing seamless integration and automation. This approach helps streamline operations, reduce frustration, and ultimately boost productivity.

PI: Younger employees, especially Gen Z, are more optimistic about AI improving efficiency and freeing up time for passions. How can organizations harness this enthusiasm while mitigating concerns from older employees?

Jordan-Smith: With AI and automation becoming more prevalent, companies have an opportunity to tap into Generation Z’s enthusiasm while ensuring all employees feel supported through the transition. Ricoh’s Workplace Experience Survey found that younger workers are seeking purpose-driven work and technology that enhances efficiency. To bridge generational gaps, organizations should emphasize AI as a collaborative tool rather than a job replacement, positioning it to reduce repetitive tasks and free up time for meaningful work. Regarding Ricoh’s Graphic Communications AI strategy, we are constantly investing in transition and smart workflows to improve efficiencies from automation to integration across systems.

From the workforce perspective, cross-generational mentorship programs allow younger employees to share their tech knowledge while experienced workers provide industry insights – embracing change means listening more as a leader. Additionally, open communication and ongoing feedback loops can help address concerns, ensuring employees at all levels feel engaged and valued.

PI: With 56% of employees agreeing that AI could make their job more complicated, what measures can companies take to ensure AI adoption leads to simplification rather than added complexity?

Jordan-Smith: To make AI adoption easier and more effective, companies should focus on improving efficiency rather than replacing workers. Simple, cost-effective solutions often work better than expensive AI systems. AI should support human workers, not replace them. People are still needed to check quality and handle tricky situations. Therefore, involving employees in the AI process helps make sure the technology fits real business needs. This is critical as a value proposition that Ricoh is delivering today in graphic arts, our assessment teams represent the digital services shift in the value chain of print.
By letting AI handle repetitive tasks, employees can focus on more valuable work, leading to better job satisfaction and lower turnover. If used effectively, AI makes work easier and businesses more efficient.

PI: With 41% of Gen Z finding purpose-driven work fulfilling, what are some specific ways organizations can make purpose a more central part of the employee experience?

Jordan-Smith: Fulfillment Through Work — is a key “Ricoh Way” value we are focusing on across the world. Organizations can help employees feel more purpose at work by making them feel heard, valued, and connected to the company’s impact. Since many Gen Z workers see their jobs as part of their identity, companies can work on showing employees how their work makes an impact.

One way to do this is by having leaders regularly meet with and hear feedback from their employees. Ricoh implements this approach by holding meetings with interns and consistent coffee chats with executives. This helps younger employees feel included and supported in their careers. Encouraging teamwork between different generations also creates learning opportunities and a stronger sense of belonging.

Companies can also highlight how their work helps make a difference, whether through sustainability, community projects, or ethical business practices. When employees see the positive impact of their work, they are more likely to feel fulfilled and motivated. At the end of the day, the actions leaders and executives take supporting employees to be heard and connected to the outcomes of business are core to improving purpose connectivity and community building at work.

PI: The report finds that baby boomers are less likely to tie their personal identity to their profession compared to Gen Z. How can organizations cater to these differing perspectives on work identity?

Jordan-Smith: Employees from different generations view their work in different ways. Gen Z is more likely to tie their personal identity to their job, with 63% saying their work is part of who they are. They also seek work that feels meaningful. On the other hand, only 52% of baby boomers connect their personal identity to their profession, and they tend to value stability and experience more.

To ensure companies are meeting the needs of all employees regardless of generation, companies should offer mentorship programs where boomers can share their knowledge, while also providing leadership opportunities that appeal to Gen Z’s desire for purpose-driven work. Offering flexible career paths focused on work-life balance, meaningful work, and a culture of growth will help employees feel more fulfilled. Making sure all employees are valued and heard is key to bridging the workplace fulfillment gap.

To access Ricoh’s full “2024 North American Workplace Fulfillment Gap Index,” click here.