If your company does not provide a great employee experience, there’s a very dangerous domino effect. Employees become resentful and they disengage. This disconnects eventually finds its way to customers in the form of poor service and inferior products. What if your employees were your best advocates? A committed staff puts in 57% more effort on the job and is 87% less likely to resign! Achieve engagement through connectivity, consistency, and continual improvement. Or face the consequences.

1. PwC’s Digital Services
THE DANGEROUS DOMINO EFFECT HIDING WITHIN YOUR ORGANIZATION
Bad employee engagement
kills customer experience
SXSW 2018
digital.pwc.com

2. PwC’s Digital Services
Customer
Experience
VS.
Employee
Engagement
WHAT MATTERS MOST?

3. PwC’s Digital Services
We all know who the winner is
3PwC’s Digital ServicesPwC’s Digital Services

4. PwC’s Digital Services
What’s the
risk?
Employees become resentful
and they disengage.
This disconnects eventually
finds its way to customers
in the form of poor service and
inferior products.

5. PwC’s Digital Services
“It takes forever to
get my work done.
And it’s so boring.
YOUR EMPLOYEES

6. PwC’s Digital Services
What happens when
your employees
are your biggest
advocates too?

7. 57%MORE EFFORT
ON THE JOB
LESS LIKELY
TO RESIGN
87%
THEY PUT THEY ARE

8. PwC’s Digital Services
“The best organizations for employee experience tend to exhibit
4x more profit and 3x higher revenue per employee.
They’re also 24% smaller and have a rate of staff turnover
that is 40% lower than the average organization.
JACOB MORGAN

9. PwC’s Digital Services
Interested?

10. PwC’s Digital Services
First of all, you need to find
the right mix for your Company.
10
THERE’S NO STANDARD RECIPE NOR ANY UNIVERSAL FRAMEWORK FOR EMPLOYEE ENGAGEMENT
PwC’s Digital ServicesPwC’s Digital Services

11. PwC’s Digital Services
So , really, what goes in the cocktail?
5 INGREDIENTS THAT YOU HAVE TO KEEP IN MIND: IT’S ALL ABOUT ENGAGING THE USER
WITH THE RIGHT PEOPLE THROUGH THE RIGHT EXPERIENCE AT THE RIGHT TIME
USING THE RIGHT TOOL TO DRIVE THE RIGHT OUTCOME.
RIGHT
PEOPLE
RIGHT
EXPERIENCE
RIGHT
TIME
RIGHT
TOOL
RIGHT
OUTCOME
Focus on the individual
and his/her network or
connect him with the
user circle he/she
needs
Meet the individual’s
preferences and make
his/her journey intuitive
and consistent
Connect in a timely and
trackable manner to
increase efficiency
Identify the best
resource, platform, app
or service to fulfill
his/her need
Drives desired
action and always be
ready to gather
feedback to improve

12. PwC’s Digital Services
How can I get there?
12
Experience Design
and Personalization
Organizational Strategy
and Execution

13. PwC’s Digital Services
● Voice of the Employee
● Persona development
● Use cases and UX definition
● Wireframe design
● Internal sub-brand creation
● Visual compositions design
How does it work?
● Future vision
● Strategic planning
● Tool selection & guidance
● Multi-device approach
● Employee touch-points
● Content management
● Unified communications
● Physical space design
● Customized Onboarding
Experience Design
and Personalization
Organizational Strategy
and Execution

14. PwC’s Digital Services
Curious to know more?
Vote this Panel Picker idea
and see you at SXSW 2018!
“
14

15. PwC’s Digital Services
THANK YOU