Jason Poyner, Deptive at ALGIM 2019
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This document discusses the importance of focusing on employee experience (EX) rather than just customer experience (CX). It outlines that EX is a key factor in reducing staff turnover and improving innovation and customer service. The three biggest challenges to improving EX are not knowing how to measure it, not knowing where to start, and using the wrong formula by still focusing on CX rather than EX. An eXperience Level Agreement is presented as a way to measure EX. Prioritizing the three pillars of EX - employee satisfaction, productivity and collaboration tools, and digital experience - is advised as a way for organizations to start focusing on improving EX.
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Jason Poyner, Deptive at ALGIM 2019
- 1. Want a kick-ass employee experience? Jason Poyner Founder & CEO, Deptive jason.poyner@deptive.co.nz | 021 931 334
- 2. Every good story has a turning point.
- 3. The Matrix: Morpheus asks Neo to choose between the blue and red pill.
- 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. 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. In the same way, our stories have multiple turning points and we can see some of them happening in business right now.
- 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. We can turn that around. The 3 biggest challenges organisations face with Employee Experience are:
- 10. Success = CX Customer experience has been the focus for decades.
- 11. SUCCESS = EX There has been a turning point, the formula has changed. Success depends on employees.
- 12. Need to improve EX: 84% - important or urgent Deloitte Human Capital Trends 2019
- 13. Companies focused on EX, achieve 40% lower employee turnover
- 14. 3 Pillars of EX #1 #2#3
- 15. 3 Pillars of EX
- 16. 3 Pillars of EX
- 17. 3 Pillars of EX
- 18. How do we change focus from CX to EX? Use the 3 pillars to start your transition
- 19. #2 Not knowing where to start
- 21. #1 Don’t know how to improve EX “What get’s measured gets improved”
- 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. Employee Satisfaction Web Browsing Productivity & CollaborationBusiness Apps Security Device Digital Experience Score How do you measure EX?
- 24. I love customer survey’s ….said no one!
- 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. #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. This could be just another presentation, or it could be a turning point. Take your first step today.
- 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. “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
Editor's Notes
- Every good story has a turning point
- The Matrix: Morpheus asks Neo to choose between the blue and red pill.
- 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….
- 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, and me
- In the same way, our stories have multiple turning points and we can see some of them happening in biz right now Rapidly changing workplace. Focus has been on the CX. Turning point. Employees. Customer focus = struggle to attract and retain the best people. And so, high employee turnover = high employment costs, innovation and customer service.
- I’m here today, because I believe we can turn all of that around. We have a choice. Today I will share you the 3 biggest challenges I’m seeing with organisations today that hold them back from reaching their full potential, and how to avoid them. I’ll share with you - The value of creating - And continuing to deliver an awesome employee experience And how, by improving the technology experience, overall EX will improve So let’s look at the first challenge organisations are facing when it comes to EX
- Starting at #3, organisations have been using the wrong formula
- Customer experience has been the focus for decades
- There has been a turning point - the formula has changed! <C> Orgs now realise that success depends on their employees
- Quote: In a 2019 Deloitte report, 84% said the need to improve “employee experience” was important or urgent.
- Some great research on the impact EX. One identifies the orgs that we really nail EX – just 6% of orgs. These orgs are appearing in the Wall Street Customer Service Hall of Fame rankings Forbes's Most Innovative Companies Glassdoor's Best Places to Work And due to their focus on EX, these orgs have 40% lower employee turnover. So what makes up EX?
- It’s is made up of the 3 pillars
- Culture is the most important pillar and the hardest to get right. It starts with a clear sense of purpose, and with values which are alive within the organisation, not just written on the wall.
- We all hear of the start-ups with uber cool offices with bean bags and retro arcade games. But large NZ companies such as Fonterra, ASB and Auckland Transport have re-architected their physical spaces to suit their working style.
- Technology is the enabler for the other two pillars. <PAUSE> However, the best culture and the most awesome office will be quickly countered by crappy, frustrating technology! I remember a time I walked into a scene like this on my first day…..
- “Ah ha” moment – saw the bigger picture – not just frustration – it’s a big impact on the org due to employee turnover, lower innovation and lower customer service Turning point for me & for Deptive Application: So how do we go about changing from CX to EX? Using the 3 pillars will help you transition The problem, and the 2nd biggest challenge, is orgs not knowing where to start
- You can start anyone of the 3 pillars – each have value independently We started with culture: purpose & values. Physical environment pillar is the one that still needs a lot of work – we have a boring white box as an office! The tech pillar is a massive source of frustration for employees and pulls down the overall EX – and that’s what we love to help with As I think about not knowing where to start, I’m reminded of a customer of ours…..
- We started by creating problem statements, such as: Staff can’t access docs from mobile devices Data security: Can’t prevent IP from being sent to competitors ACM: user don’t understand why changes are occurring, what’s in it for them, and there’s no learning support. Stress test / Rate on impact and effort / Prioritise Clear path to success by using this simple framework The IT Manager is not confused by where to start – he’s started already Using this framework is what I recommend as an easy way to start. And can be the starting point for your digital workspace strategy which, ensures you’ll deliver your people secure, reliable, and high performing access to the apps & data they need to productive everyday. And the biggest challenge I see today that orgs are facing with EX, is that they don’t know how to improve EX!
- “What gets measured gets improved” is a favourite quote of mine. How many of you use Service Level Agreements today?
- Unfortunately, when you tick all the boxes for an SLA, it doesn’t mean your people have an awesome experience Just because your GIS platform is available and performing, it doesn’t that mean your GIS users will be having a great experience. When the app crashes, or the person’s desktop is under performing, SLA = says good. EX = is poor The eXperience Level Agreement (XLA) is the new kid on the block. Puts a number on EX so we can measure it…. And improve it! It puts employees and their digital experience first But how do you put a number on EX?
- By measuring: Health and performance metrics from the employee’s device. The hard facts about: Device health Biz apps Web browsing Productivity suite Security User sentiment. Feedback from your people. How do they feel about their device, their core apps, IT support? We bring this together into a Digital Experience Score. For an individual, a team, or your entire org. And benchmark against other orgs. The Digital Experience Score is the foundation of the XLA.
- A show of hands. How many of you LOVE completing surveys? Another show of hands. How many of you WANT to provide feedback? Story Email survey from power company Web form, page after page…… Stopped! Uber & Lime. I give feedback ¾ of the time Why? Easy. How was your trip with Bob? Give a compliment Add a tip My power company could learn a lot from Uber!
- By introducing the XLA – you’re focusing IT on driving continuous improvement to the EX And in doing so, as a bonus, your IT team gets to be the heroes. Win/win You can measure EX by collecting health & performance metrics and the user sentiment User sentiment / surveys - but done RIGHT – think of the Uber experience Consider a system that can automate this Imagine the impact on you, your team and your org, when IT is focused on improving EX <PAUSE>
- Let’s recap the biggest challenges orgs are facing today when it comes to EX #3 Using the wrong formula #2 Not knowing where to start #1 Don’t know how to improve EX
- CTA This could be just another presentation, or it could be a turning point I want to encourage you to, if you haven’t yet, take that first step today. Speak to your SLT and decide if your org will be employee focused – and encourage them use the right formula – the success formula. If you’d like to chat, come see me in the exhibition hall by the coffee cart, or drop me a message I’d love to hear from you.
- Close 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. So today is your opportunity to put your employees first and create another turning point for your organisation.
- Close I want to leave you with the words of Richard Branson: Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients. Q&A Paraphrase question to audience. If quiet, “someone asked me this question the other day”….. “How do I get some quick wins?” Answer: talk to your people – don’t get too scientific – spend a day, half a day, speaking to as many people as possible. Simply ask them: “What’s the one thing we could change/improve which would massively improve your technology experience?” I said, you may be surprised at the simple answer. If still quiet, understand you may not want to ask questions in this format, come see me afterwards
- After Q&A I will show you how to get a copy of this presentation. Paraphrase question to audience. If quiet, “someone asked me this question the other day”….. “How do I get some quick wins?” Answer: talk to your people – don’t get too scientific – spend a day, half a day, speaking to as many people as possible. Simply ask them: “What’s the one thing we could change/improve which would massively improve your technology experience?” I said, you may be surprised at the simple answer. If still quiet, understand you may not want to ask questions in this format, come see me afterwards