A WorkTech Sydney 2018 presentation
In March 2018, I was invited to speak alongside Miles Williams from Bupa at WorkTech Sydney. Our talk focused on the Bupa RetailNext transformation, the overlap between the customer and employee experience, and what investments in employee experience are paying off for businesses in the retail and service delivery space.
Situational Questions for Team Leader Interviews in BPO with Sample Answers
Behind the facade – Improving the customer experience with innovations to help employees learn, communicate and grow
1. Behind the facade
Improving the customer experience with innovations to help
employees learn, communicate and grow
Maren Hotvedt & Miles Williams
2. • Originally from the US !
• Lead the user experience design
team at Kindred
• Co-founder and Head of Product
Design at Willow
I’m Maren
3.
4. • Originally from South Africa "#
• Lead capability and experience
design/delivery for frontline roles
at Bupa Health Insurance
• Really, really like sneakers
I’m Miles
5. • Best practice applications
• One size fits all doesn’t always
apply
• Working in partnership to ensure
a great user experience
Why we’re here
10. 4x
Increase in profitability for companies
that invest in employee experience vs.
those that don’t
— Jacob Morgan, The Employee Experience Advantage
13. Cathay Pacific’s people deliver
signature travel experiences to 90,000
people a day
An incredible onboarding experience helps Cathay Pacific create brand ambassadors of more
than 1,300 new joiners annually.
15. Lion’s Coaching Enabler gives field
teams a tool to support coaching
anytime, anywhere
The tool give both coaches and managers insights into how their sales calls are going
over time, and helps map that back to ongoing coaching and support.
16. Giving senior leaders firsthand
experience on the ground
Some organisations have evolved to coach the coaches. We’ve created a tool to help
senior leadership book and reflect on experiences working on the frontline, alongside
their service delivery colleagues.
18. 42%
of service agents are unable to
efficiently resolve customer issues due
to disconnected systems, archaic user
interfaces, and multiple applications
— Forrester
19. Supporting frontline staff with
information at their fingertips
They’re asking how they can ensure that the people closest to the customers have all the
information they need, in real time, and on the devices available to them.
21. It gives the corporate team a direct channel to support the shop using social media,
and any website issues can be flagged up to headquarters to fix instantly.
Lush uses Slack to give retail employees
a real time direct line to headquarters
22. It gives the corporate team a direct channel to support the shop using social media,
and any website issues can be flagged up to headquarters to fix instantly.
Lush uses Slack to give retail employees
a real time direct line to headquarters
Using Confluence Questions, Atlassian gives employees the ability to crowdsource
answers to questions from anyone in the company.
Atlassian lets employees decide what
they need to know
25. People & Customer Experience
Our approach
What and how we measure:
Store
Team
Individual
= How we
profile
How we
recruit
How we
onboard
How we
coach
How we
measure