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DEX: the way ahead (keynote at IntraTeam Event in Copenhagen, March 2020)

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DEX: the story so far
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DEX: the way ahead (keynote at IntraTeam Event in Copenhagen, March 2020)

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Digital employee experience (DEX) is providing a strategic approach to delivering a better experience for staff, beyond just providing new tools. This keynote by James Robertson shares the story so far, the current state of DEX, and the way ahead.

Digital employee experience (DEX) is providing a strategic approach to delivering a better experience for staff, beyond just providing new tools. This keynote by James Robertson shares the story so far, the current state of DEX, and the way ahead.

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DEX: the way ahead (keynote at IntraTeam Event in Copenhagen, March 2020)

  1. 1. DEX: the way ahead James Robertson @ IntraTeam Event (Copenhagen, March 2020)
  2. 2. Anna
  3. 3. We are all on a journey of digital transformation
  4. 4. How do we deliver simplicity, not just new functionality?
  5. 5. www.steptwo.com.au Hi, I’m James Robertson! I’m the founder of Step Two (www.steptwo.com.au), a specialist intranet and digital workplace firm headquartered in Australia. We help organisations establish and sustain modern digital workplaces, and to deliver a great digital employee experiences. I’ve been in this space for 24 years.
  6. 6. DEX: the story so far…
  7. 7. Modern intranet Digital workplace Digital employee experience (DEX)
  8. 8. Modern intranet Digital workplace Digital employee experience (DEX)
  9. 9. I’m not afraid of using the “i word” @james_steptwo intranet
  10. 10. Modern intranets play an important role in organisations, delivering key services, and providing an enterprise front door @james_steptwo
  11. 11. www.steptwo.com.au 04 Collaboration & social Connecting staff with each other, and helping them to work together better. 05 Activity The intranet as a place for doing things, not just reading things. 02 Comms A rich internal communication channel that reaches all staff. 03 Culture Celebrating the current culture of the organisation, and supporting culture change. 01 Content A repository for information, at both corporate and business-unit levels. Five purposes of intranets
  12. 12. www.steptwo.com.au Collaboration & social ActivityComms CultureContent
  13. 13. www.steptwo.com.au Collaboration & social ActivityComms CultureContent
  14. 14. www.steptwo.com.au Collaboration & social ActivityComms CultureContent
  15. 15. www.steptwo.com.au Collaboration & social ActivityComms CultureContent
  16. 16. BankofRussia All Award winners: www.steptwo.com.au/iia
  17. 17. BankofRussia All Award winners: www.steptwo.com.au/iia
  18. 18. BankofRussia All Award winners: www.steptwo.com.au/iia
  19. 19. Modern intranet Digital workplace Digital employee experience (DEX)
  20. 20. A digital workplace consists of the set of tools, platforms and environments for work. @james_steptwo
  21. 21. A great digital workplace consists of a holistic set of tools, platforms and environments for work, delivered in a coherent, usable and productive way. @james_steptwo
  22. 22. OnPointSolutions
  23. 23. Swisscom
  24. 24. Swisscom
  25. 25. Swisscom All Step Two Award winners: www.steptwo.com.au/iia
  26. 26. Modern intranet Digital workplace Digital employee experience (DEX)
  27. 27. Digital employee experience (#DEX) is the sum total of the digital interactions between a staff member and their organisation. Definition v1
  28. 28. Digital employee experience (#DEX) is the sum total of the digital interactions within the work environment. @james_steptwo Definition v2 www.steptwo.com.au/papers/what-is-digital-employee-experience
  29. 29. SUPER POWER (1 of 5): Passion DEX gives senior leaders something they can be passionate about. #DEX
  30. 30. DEX: where we are today…
  31. 31. How it all fits together… Intranet Digital workplace Digital employee experience (DEX) www.steptwo.com.au
  32. 32. Step Two DEX survey 2018/2019 The ‘state of the nation’ for digital employee experience www.steptwo.com.au/DEX-survey 2019/2020
  33. 33. of organisations have a definition for DEX 16% YES NO UNSURE 2020: 11% 2019:
  34. 34. say DEX is extremely or very important 42% EXTREMELY OR VERY IMPORTANT SOMEWHAT NOT SO OR NOT UNSURE 2020: 39% 2019:
  35. 35. At what levels within organisations is DEX being led? STRONGLY Centrally/
 top down Within individual
 business units By staff/
 bottom up 0 25 50 75 100 SOMEWHAT NOT AT ALL UNSURE 40%54% 75% Step Two DEX survey 2019/2020
  36. 36. How ready are organisations across three aspects? VERY OR MOSTLY READY People Process Technology 0 25 50 75 100 SOMEWHAT READY NOT READY UNSURE 46% 27-30% 15% Step Two DEX survey 2019/2020
  37. 37. Step Two DEX survey 2019/2020 www.steptwo.com.au/DEX-survey
  38. 38. LibertyMutual All Award winners: www.steptwo.com.au/iia
  39. 39. WellsFargo All Award winners: www.steptwo.com.au/iia
  40. 40. DEX: the journey ahead…
  41. 41. CulturalPhysical Digital Employee experience (EX) @james_steptwo
  42. 42. DEX ➜ CX @james_steptwo www.steptwo.com.au/papers/dex-cx
  43. 43. www.steptwo.com.au/papers/how-to-create-a-great-digital-employee-experience-dex
  44. 44. A DEX vision is best described in stories @james_steptwo
  45. 45. Anna
  46. 46. © 2018 Step Two (www.steptwo.com.au), all rights reserved Diane has worked at the hospital for over twelve years in a number of roles and is now a Nursing Unit Manager (NUM) in the Surgical High Dependency Unit. Diane is a highly trained clinician and very good at what she does. She is a new manager and has lots of additional administrative tasks to take care of. To date Diane’s career has focused on taking care of patients, but these days she finds herself looking after a large team of nurses and the additional tasks that go along with being a NUM. A day in the life Although Diane doesn’t consider herself tech savvy, she spends a lot of time on her mobile phone primarily for texting and also using Facebook to keep up with the family, some who are interstate. She also uses her phone to take and share photos, especially on occasions such as when she recently went on holidays to Hawaii.
  47. 47. © 2018 Step Two (www.steptwo.com.au), all rights reserved A day in the life On the way to work Diane checks what she has on for the day. Whereas before she would have never dreamed of starting work before stepping into the hospital, she now finds it gives her a real sense of satisfaction to get on top of things using her phone before her shift has even begun. She wants to check the days roster, so taps to open the intranet. Diane likes that her unit’s roster is one tap away from the intranet’s homepage. She opens the roster and sees that Joan – one of the nurses in her team, has had to cancel her shift. Diane thinks ‘no problem’ as she jumps to the district collaboration platform and quickly sends a group chat message to her team asking if anyone would be available to fill-in. While waiting for a response, Diane looks to see what else is happening in the district. On the intranet’s homepage she notices that the REACH (Recognise, Engage, Act, Call and Help) policy has been updated. Having time while waiting on the bus, Diane opens the updated policy and understands what has changed and potential impacts on her team. With the bus just about to arrive, Diane receives a response from Brad – a member of her team, saying that he’ll take on the shift that Joan cancelled. Diane takes note to update the roster accordingly once she’s got into Westmead for the day’s work.
  48. 48. © 2018 Step Two (www.steptwo.com.au), all rights reserved Arriving at the hospital at 7.00am, Diane jumps onto her desktop to update the roster, changing Joan’s shift to Brad. Using her mobile phone, she messages Brad to confirm. Happy that most of the day’s rostering issues are quickly out of the way, Diane has time to start reviewing the EMR and patient flow. By 10.30am Diane has a quick team meeting. She notes the updated REACH policy that she read while travelling to work. As the meeting concludes one of her team members references a new staff video she saw on the intranet. It was from the CE, announcing a new staff wellbeing initiative – a topic they’d discussed numerous times amongst themselves. Diane thinks to herself that it’d be great to view the video when she gets the chance. A day in the life During her rounds, Diane comes across a patient that needs to be booked into the outpatient clinic. Using her mobile phone, Diane opens the district intranet, taps the search function and types ‘outpatient’. Immediately the outpatient clinic service appears in the results with a link to common processes. She selects the “Book an outpatient” process and fills out the required details in the electronic form. The booking is confirmed on submission and Diane informs the patient of the details. Diane returns to her desk and finalises some updates to patient details in the EMR.
  49. 49. Modern intranet Digital workplace Digital employee experience (DEX)
  50. 50. Soak up everything to come over the next two days
  51. 51. You are at the forefront of creating digital employee experiences
  52. 52. Dream big, but deliver often!
  53. 53. Thank you! James Robertson, Step Two www.steptwo.com.au jamesr@steptwo.com.au Twitter: @james_steptwo

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