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RallyFwd: Bears, Goldilocks and AI: Getting Candidate Experience "Just Right", by Kristen Magni, Bozzuto


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RallyFwd Virtual Conference, December 4, 2019
"Bears, Goldilocks and AI: Getting Candidate Experience 'Just Right'"
Presented by Kristen Magni, VP Talent & Culture, Bozzuto

Published in: Recruiting & HR
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RallyFwd: Bears, Goldilocks and AI: Getting Candidate Experience "Just Right", by Kristen Magni, Bozzuto

  1. 1. © 2019#RALLYFWD Bears, Goldilocks and AI: Getting Candidate Experience “Just Right” Kristen Magni VP Talent & Culture, Bozzuto
  2. 2. #RALLYFWD © 2019 WHAT YOU’LL LEARN 1. Why candidate experience matters 2. What’s “Just Right” 3. The role of tech in candidate experience © 2019© 2019
  3. 3. © 2019#RALLYFWD ABOUT BOZZUTO We Create SanctuaryWeCreateSanctuary
  5. 5. © 2019#RALLYFWD What’s wrong with this picture? © 2019
  6. 6. © 2019#RALLYFWD THE CHALLENGES AND OPPORTUNITIES The importance of Candidate and ultimately Employee Experience
  7. 7. © 2019#RALLYFWD An unsatisfied candidate is no longer a voiceless unknown who will complain about their experience to a couple friends at dinner. In the 21st century, an unsatisfied candidate is an enraged Twitter account, an antagonistic Facebook page, and a hostile Instagram profile. Your company’s reputation among customers is no longer distinct from your reputation as an employer. —Glassdoor 2019
  8. 8. © 2019#RALLYFWD MOMSTER
  9. 9. © 2019#RALLYFWD £4.4 Million Lost Revenue 33% Switched to a Competitor 18% Of Candidates Were Customers Rejected Candidate Survey
  10. 10. © 2019#RALLYFWD THE OPPORTUNITY 50% of candidates who gave their experience the lowest rating said they would take their business elsewhere 70% of candidates who gave their experience the highest rating said they would increase their buying relationship with the employer Candidates satisfied with their experience were more than twice as likely to recommend the employer to others Candidates satisfied with their experience were 38% more likely to accept the job offer Keeps Customers Loyal Creates New Customers Increases Your Talent Pool Helps You Hire the Best Talent Source:
  11. 11. © 2019#RALLYFWD THE MAGIC TOUCH Candidate Experience Touchpoints
  12. 12. © 2019#RALLYFWD THE CANDIDATE JOURNEY Inquiry / Prospect Talent Pool Candidate Nurture Candidate Engagement Apply Hire • Touch points begin long before the apply and long after the hire • Nurturing is not solely owned by recruiting • Think of the candidate journey as the appetizer Candidate Nurture
  13. 13. © 2019#RALLYFWD Trust Builders EXPERIENCE BUILDING BLOCKS Moments That Matter Processes Tools Actions taken by leaders that build trust and employee engagement Anticipated, experienced or retrospective points in time that leave lasting impressions Series of steps or decisions that are intended to be followed in a particular sequence to navigate an issue or reach a goal Things that help get the job done, i.e., Technology
  14. 14. © 2019#RALLYFWD DAVE’S JOURNEY ONBOARDING • My new hire paperwork/PAF is completed • My manager/team has reached out to welcome me • I have my training schedule • I’m connected to others via the onboarding community FIRST DAY • New Hire Orientation • Introductions & first impressions NEW HIRE CANDIDATE TO JOB OFFER ONBOARDING & TRAINING I got the job! I’m getting acclimated. I love my team! BRAND CONNECTION • I know the brand/reputation • I know an employee/resident • A recruiter found me • Unhappy with current job • I’m graduating college TRIGGERS • Glassdoor • LinkedIn • Job Ads • Social Media • Career Site • Muse • Events • PeopleCANDIDATE EXPERIENCE • The application process is easy • Everyone I meet is welcoming and attentive • The interview process is seamless • The offer &hiring process is easy PRE-START TIME GAP • My new manager contacted me • My technology, tools, supplies are ready • There is excitement for me to start • I feel a connection to my new team • I’ve started learning about the company and my role They want to meet me! I’m excited about the possibilities. CANDIDATE Trust builders Moments that matter Processes Tools KEY
  15. 15. © 2019#RALLYFWD • Hiring is a collaborative effort • Keep the lines of communications open • No part of the funnel is more important than another PRO TIPS
  16. 16. © 2019#RALLYFWD THE ‘GOLDILOCKS’ EFFECT The Role of Technology in Candidate Experience
  17. 17. © 2019#RALLYFWD STRATEGY this is the main thing you are teaching them what did you (and your team) decide to do describe the project / initiative / campaign / tech why did you pursue this strategy / change take us inside your thinking
  18. 18. © 2019#RALLYFWD As customers, our emotional reactions are similar to the protagonist from the children’s tale, Goldilocks and The Three Bears. Whether it has to do to the softness of the bears’ beds or temperature of their porridge, Goldilocks is turned off by the extremes. —Best-selling author Jonah Berger
  19. 19. © 2019#RALLYFWD THE GOLDILOCKS EFFECT & THE CANDIDATE EXPERIENCE Impersonal Automated Lengthy Complicated
  21. 21. © 2019#RALLYFWD
  22. 22. #RALLYFWD © 2019 Tech Stack Career Site ATS AI CRM Chat Survey Video Digital Interviews Text Recruiting
  23. 23. #RALLYFWD © 2019 Human Stack Career Site ATS CRM Chat Video Digital Interviews
  24. 24. © 2019#RALLYFWD The Candidate Journey Inquiry / Prospect Talent Pool Candidate Nurture Candidate Engagement Apply Hire The bears are in the hand-offs
  25. 25. © 2019#RALLYFWD PUTTING THE “E” (experience) FACTOR IN YOUR TECH STACK
  26. 26. © 2019#RALLYFWD SUMMARY 1. Technology should enable the business, not run the business 2. Touchpoints matter, so determine which ones you want people to remember 3. Watch out for the bears
  27. 27. © 2019#RALLYFWD KRISTEN MAGNI VP, Talent & Culture, Bozzuto Thank You! /kristenreese/