From Control to Care

In an era of converging crises, organisations must shift from reactive crisis management to proactive, human-centred resilience. This chapter proposes an integrative framework linking Accounting, Employee Experience Management (EXM), and Organisational Resilience, positioning accounting systems as strategic enablers of cultural and operational adaptability. Embedding indicators of engagement, well-being, and trust into control mechanisms allows early detection of vulnerabilities and faster, evidence-based responses. Drawing on theories of technical mediation, Service-Dominant Logic, and crisis leadership, the chapter presents a multidimensional model supported by measurement tools such as hybrid KPIs, dashboards, and pulse surveys, illustrated through five cross-sector case studies. Implications are offered for leaders, accountants, and HR professionals, with recommendations on ethical data use and AI-enhanced resilience forecasting.