leveraging technology to boost employee engagement

LEVERAGING TECHNOLOGY TO BOOST EMPLOYEE ENGAGEMENT

[WEBINAR]

December 16th

11:00 AM Central

Agenda

Deep dive from Forrester on improving workforce experience

Solution story featuring Boy Scouts of America

Key trends impacting intranet portals

Compelling Customer Experiences

Begin With Great Workforce

Experiences

TJ Keitt, Senior Analyst

December 16, 2014

You have to be able to turn on a dime.

And you can’t do that without engaged

employees.

© 2014 Forrester Research, Inc. Reproduction Prohibited 5

Agenda

› CX Ecosystem require speed

› Employees can only go as fast as you let them

› You must commit to freeing your workers


Source: The June 26, 2014 “The Customer Experience Ecosystem Redefined” Forrester report

Your CX ecosystem is the interplay of people and circumstances

Website, Sales Staff, Mobile

App, Service Technicians,

Waiting Room, Call Center,

Other Customers…

Legal Dept., Finance Dept.,

BT Staff, Shipping Dept.,

Cloud Service Provider, SaaS

Vendors, ISP, Cleaning

Crews, Design Agencies…

Regulations, Social Media,

News Media, GPS Satellites,

Competitors, Macroeconomic

Factors, Demographic Trends,

Weather…


The ecosystem holds together only if each group gets value

Your employees

Your

partners

Your

customers


That value is in constant flux because of a rapidly changing market

Changing regulatory environment

Disruptive market entrants

Unstable economic conditions

Business Agility: The awareness and

execution quality to embrace market and

operational changes as a matter of

routine.


The flexibility you give your

workforce determines your agility.


First, know that your workforce is customer- and partner-centric

Seventy-nine percent of

information workers interact

with customers; 65% worker

with partners


Second, many employees have interactions across your ecosystem


Third, these interactions are only as effective as the preceding journeys

Moment of Truth

Employee

Journey

Customer

Journey


Source: The September 16, 2014 “How To Build A Technology Plan That Sustains Employee Engagement” Forrester report

You must infuse employee journeys with freedom of action


Technology, though, often inhibits these freedoms

Information siloes make locating and using

information time consuming

Inconsistently deployed and used collaboration

tools complicate relationship management

Poorly developed and received mobile apps

that impede work


Delivering this freedom starts with

employee understanding.


Yammer makes recipes, operational

standards, and memos accessible. It

also augments standard training

programs.

Yammer opens communication

between operations and

managers, as well as between

employees and trainers.

Yammer is accessible on the

1,700 iPads Red Robin deploys,

allowing training and

communication to happen

anywhere.

Freedom to access and use information

Freedom to interact with whoever can help address the

issue

Freedom to move as necessary

Red Robin understood it needed open communication channels to engage workers

2014 Forrester Research, Inc. Reproduction Prohibited


You must reevaluate the product you deliver to employees

Source: May 7, 2013 “CIOs Must Champion Engaging Employee Experiences” Forrester report.


Source: May 7, 2013 “CIOs Must Champion Engaging Employee Experiences” Forrester report.

And tech management must rethink its stance toward the organization


And as an organization, you need two core capabilities

Lower business costs for

experimentation.

Faster development and

release of innovations.


So, how do you begin focusing on the workforce experience

1. Engage with your customer experience

professionals.

2. Build employee personas (not role profiles).

3. Develop employee journey maps that expose

inefficiencies in interactions.

4. Align these inefficiencies with hard business

metrics (e.g. engagement).

Creating Destination Collaboration

Setting the Vision

“Boy Scouts of America will become more

collaborative to share ideas and discussions which

will transform our culture by utilizing social tools in

order to become more experience oriented. We

will share information more freely and across all

levels to become more relevant. BSA will do this

by encouraging all employees to participate by

mapping social engagement to our core values.”

Pilot Business Goals

Decrease support calls

Raise awareness of ScoutWire

Learn results/outcomes of projects more quickly

Improve training / documentation

The Rollout

0

200

400

600

6/9/2014 6/16/2014 6/23/2014 6/30/2014 7/7/2014 7/14/2014 7/21/2014

Destination Collaboration

Destination Collaboration

NEXT GENERATION INTRANET

NEXT GENERATION PORTAL

Today Future

Content

Dissemination

Mobile Capable

Hierarchical

Application Management

Connections

Destination

Mobile First

Distributed

Community Management

Thank you

TJ Keitt

Senior Analyst

[email protected]

@tjkeitt

[email protected]

[email protected]

[email protected]

www.rbaconsulting.com

@rbaconsulting

Marianne Elden

Team Leader of Corporate Engagement

[email protected]

leveraging technology to boost employee engagement

Technology

forrester research

agenda cx ecosystem

employee journeys

employee understanding

speed employees

technology plan

percent of information

social media