developing enterprise teams and talent (karen pascoe at enterprise ux 2016)

Enterprise UX 2016 | @pascoekaren

Developing Enterprise Teams & TalentKaren Pascoe, Group Head UX @ MasterCard | Digital Payments & Labs

©2015 MasterCard. Proprietary and Confidential©2015 MasterCard. All rights reserved.©2016 MasterCard. All rights reserved.2

The digital commerce landscape

©2015 MasterCard. Proprietary and Confidential

Device-based commerce is growing rapidly.

• Source: 1 Ericsson Mobility Report North America, November 2014 2 Business Insider: http://www.businessinsider.com/internet-of-things-billions-of-connected-devices-2014-1




6.1 billion by 2020

Smartphone ownership worldwide1




6.1 billion by 2020

Smartphone ownership worldwide1

Connected devices by 20182

18 billion


Commerce through devices is accelerating.

• Source: 1 MasterCard commissioned study by BCG and “Market Forces” project

6

Global digital payment volume is estimated to reach $6T by 2023, representing 26% of total retail commerce (~$23T).1

$14T

$23T

$6T

$0.7TDigital

Traditional

2013 2023

Device-based contactless15% of commerce

In app5% of commerce

Browser6% of commerce


Smart devices are the new first-stop shopping channel.

• Source: 1 The New Multi-screen World: Understanding Cross-platform Consumer Behavior, Google, 2012

7

65% of digital shopping starts on a smartphone.1

Mobile shopping in-home and out-of-home are approaching parity.1


The average consumer moves seamlessly between multiple devices throughout the day.

• Source: 1 Ericsson Mobility Report North America, November 2014 2 The New Multi-screen World: Understanding Cross-platform Consumer Behavior, Google, 2012

of U.S. households have at least three connected devices.1

90%of people move between devices during the day.2

98%of people use multiple screens sequentially to accomplish a task.2

90%

8


We work in a dynamic field


And our work is important to business(what they are saying)

Gartner

“89% of companies plan

to compete primarily on the basis of customer experience by 2016 but only 21% can tie it to business outcomes today.”

Forrester

“The most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.”


And our work is important to business(how they are performing)

2015 Watermark Consulting, using Forrester CX Index companies

107.5%

72.3%

27.6%


Good experience is good business


What is your mission as an experience leader?


How aligned is your leadership to this?

VeryNot


Project partners & execution

Leadership & sponsorship

Teams & talent



Cultivate a set of cross-functional sponsors



Cultivate a set of cross-functional sponsorsDevelop an actionable agenda



Cultivate a set of cross-functional sponsorsDevelop an actionable agendaCommunicate progress & success to sponsors


Partners & execution

Champion customer empathy cross functionally



Champion customer empathy cross functionallyDevelop deep & trusted relationships



Champion customer empathy cross functionallyDevelop deep & trusted relationshipsShare problem solving & decision making


Teams & Talent

Hiring


Teams & Talent

Hiring

Develop & maintain an authentic conversation with your community


Teams & Talent

Hiring

Develop & maintain an authentic conversation with your communityVet for skills & values alignment


Teams & Talent

Hiring

Develop & maintain an authentic conversation with your communityVet for skills & values alignment

Is this a good next 3-5 years for the candidate?


Teams & Talent

Hiring +Every hire should deliver demonstrable value to customer and business objectives


Teams & Talent

HiringPerformance Management


Teams & Talent

Q1 Q2 Q3 Q4

Jan – ObjectivesFeb – Compensation

Apr – Talent Review Jul – Mid year December – Year end


Teams & Talent

Q1 Q2 Q3 Q4



Coaching


Teams & Talent

Q1 Q2 Q3 Q4



Coaching

Development


Teams & Talent

Q1 Q2 Q3 Q4



Coaching

Development

Performance Gaps


Teams & Talent

HiringPerformance ManagementExecution & Comms


Project partners & execution


Teams & talent

Thank you :)

@pascoekaren

developing enterprise teams and talent (karen pascoe at enterprise ux 2016)

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