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Jason Poyner, Deptive at ALGIM 2019

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With the rapidly changing workplace, organisations are struggling to attract and retain the best people which results in high employee turnover, high employment costs, less innovation, and lower levels of customer service.

Here’s my thoughts on the 3 biggest challenges organisations are facing when it comes to Employee Experience. I will cover the value of creating, and continuing to deliver, an awesome employee experience. And how, by improving the technology experience, overall Employee Experience will improve.

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Jason Poyner, Deptive at ALGIM 2019

  1. 1. Want a kick-ass employee experience? Jason Poyner Founder & CEO, Deptive jason.poyner@deptive.co.nz | 021 931 334
  2. 2. Every good story has a turning point.
  3. 3. The Matrix: Morpheus asks Neo to choose between the blue and red pill.
  4. 4. Forrest Gump wakes up to find the love of his life has run off in the night. Jenny!! And he runs and runs. For no apparent reason at all….
  5. 5. In NZ’s story - the 2017 general election, Winston Peters (love him or hate him), chose Labour over National – turning points for Bill English and Jacinda, and for you, an
  6. 6. In the same way, our stories have multiple turning points and we can see some of them happening in business right now.
  7. 7. The focus has been on customer experience (CX), but we have reached a turning point. Organisations now understand the importance of Employee Experience (EX). This focus on CX creates some real problems for organisations Customer focus = struggle to attract and retain the best people…. AND SO high employee turnover = high employment costs, stifled innovation and lower levels of customer service.
  8. 8. We can turn that around. The 3 biggest challenges organisations face with Employee Experience are:
  9. 9. #3 Using the wrong formula
  10. 10. Success = CX Customer experience has been the focus for decades.
  11. 11. SUCCESS = EX There has been a turning point, the formula has changed. Success depends on employees.
  12. 12. Need to improve EX: 84% - important or urgent Deloitte Human Capital Trends 2019
  13. 13. Companies focused on EX, achieve 40% lower employee turnover
  14. 14. 3 Pillars of EX #1 #2#3
  15. 15. 3 Pillars of EX
  16. 16. 3 Pillars of EX
  17. 17. 3 Pillars of EX
  18. 18. How do we change focus from CX to EX? Use the 3 pillars to start your transition
  19. 19. #2 Not knowing where to start
  20. 20. Problem statements Vision Roadmap Success measures Path to success
  21. 21. #1 Don’t know how to improve EX “What get’s measured gets improved”
  22. 22. Ticking SLA boxes isn’t enough. The eXperience Level Agreement (XLA) is the new kid on the block, it puts a number on EX so it can be measured and improved.
  23. 23. Employee Satisfaction Web Browsing Productivity & CollaborationBusiness Apps Security Device Digital Experience Score How do you measure EX?
  24. 24. I love customer survey’s ….said no one!
  25. 25. But I want to provide feedback. Measure EX by collecting health & performance metrics and end user sentiment. User sentiment / surveys - but done RIGHT – think of the Uber experience. Consider a system where that automates this.
  26. 26. #3 Using the wrong formula #2 Not knowing where to start #1 Don’t know how to improve EX RECAP: The 3 biggest challenges organisations face today when it comes to improving Employee Experience
  27. 27. This could be just another presentation, or it could be a turning point. Take your first step today.
  28. 28. Creating an awesome EX in your organisation is not just about having a cool office space, retro arcade games, and having your organisational values on the wall. Improving EX will positively impact you by reducing staff turnover, improving innovation and lifting your level of customer service. Some more content you might like. Your Digital Workspace: The Ultimate Guide to Creating Digital Experiences Your Employees Will Love https://freedom.deptive.co.nz/your-digital-workplace.html Using an eXperience Level Agreement to improve employee experience https://deptive.co.nz/blog/using-an-xla-to-improve-employee- experience/ Defining the digital workspace https://deptive.co.nz/blog/defining-the-digital-workspace/
  29. 29. “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” Richard Branson Jason Poyner Founder & CEO | Deptive jason.poyner@deptive.co.nz | 021 931 334

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