employee engagement in a mobile-first world · mobile engagement in action onboarding...
TRANSCRIPT
Employee Engagement in a mobile-first world
September 2015Chris Cole
Overview
The mobile landscape
Mobile engagement lifecycle
Mobile engagement examples
The Future
About OpenMarket
The mobile landscape
Mobile is radically disruptive
4
124 years old17,000 employeesChapter 11 bankruptcy
2 years old13 employeesBought for $1 billion
Worldwide smartphone activations…
…outnumber child births nine to one.
Mobile Engagement
2005
Mobile Engagement
2013
Mobile is radically disruptive
Your employees are changing
MILLENIALS
now outnumber
BABYBOOMERS
Young, Educated, Social & Mobile
Reaching millenials
MILLENIALS own more
THAN
Your employees are mobile
Liberated by our smartphones!
Economic driversM
on
etar
y Va
lue
Time
Present Day
The problem
Attention
FragmentationSilo
Market view
For the next 10 years, mobile will be the heart of customer engagement.
For enterprises to embrace mobile as a strategic advantage, they must be able to leverage the flexibility, scale, and economy that only a mobile engagement platform can provide.
Companies with engaged employees outperform the competition by as
much as 202%
72% of Millennials feel that their current organizations are not making “full use” of the skills they currently have to offer
What else is out there?
1. Too much noise2. Low response rates3. Low open rates
1. Invasive2. Requires too much attention3. Takes up time
1. Even more invasive2. Even more attention3. Even more time
1. Can’t reach the majority2. High initial costs3. High maintenance costs
95%of texts are read within 5 minutes
Critically…
Mobile Engagement examples
Mobile Engagement in action
Click and CollectSMS Shipping Alert
Mobile Engagement in action
Engineer alerts Customer Surveys
Attract
RetainEngage
The challenge
Mobile Engagement in action
Internal Staffing Alerts
Good afternoon. We have the VS1 uncovered tomorrow. Just wondered if you would be available to fly. Please call crewing should you be available.
SMS alert for IT systems
There are currently no agents logged in to (Insert Call queue)
Mobile Engagement in action
Onboarding
Congratulations! Very soon you'll be an official employee and a part of our broader family. This is a huge milestone for you . . . and we are so proud to have you join us. There are lots of people and resources here to help on your first day and beyond. Learn more by logging into the website here: (link)
Disaster Security
Incident in/near your location. Reply with
option #: 1- Need Assistance 2- Safe
Thank you for confirming that you
are safe.
2
• Inform candidates & get confirmation on participation
• Capture feedback on recruitment
• Engage to-be employees
Attract
Engage
• Communicate clearly about important events
• Capture feedback on initiatives
• Automate manual processes
Retain
• Disaster alerts
• Network outages
• MI notifications
The future
Mobile is radically disruptive – but siloed!
Matrix examples: https://vector.im
29
Matrix iOS / Android consolewhitelabelled app
30
Mobile Engagement solutions
Text to call back
Staff alerts
Employee Security
Shift notifications
MI alerts
CSATsurvey
of text messages
read within the first
95%
5minutes
Status Checks andService alerts
Proprietary & Confidential to OpenMarket 32
Your consumers are mobile
About OpenMarket
Supporting 3 of the Top 5 most
respected global brands1
Award winning Customer Service and Technology
Over 1 billion mobile messaging interactions each
month
Offices in Seattle, Detroit, London,
Sydney & Pune, India
A division of Amdocs (NASDAQ: DOX)
Smart, interactive connectivity to over
200 countries
1 Harris Interactive 2014
For more than 15 years, OpenMarket has been the leading provider of multi-channel mobile solutions for enterprises to engage with their customers and employees
