DEX 2019: The NRMA journey to the what and why of DEX
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Presentation at DEX 2019 by Pete Johns, Digital Employee Experience Manager at The NRMA. NRMA is undergoing a huge shift in the services its offering, and its role in the community. A key driver of this change is a recognition that a great customer experience (CX) is imperative. But how can an organisation deliver a great CX without also providing a great experience for it’s employees? This case study explores the real-world journey of a team that’s driving the recognition and adoption of digital employee experience (DEX), including how it underpins great CX. This presentation covers: - what the team is doing to understand and promote DEX - examples of what’s actually underway to make it a reality - how a compelling business case can be made for DEX, by tying it to CX
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DEX 2019: The NRMA journey to the what and why of DEX
- 1. Pete Johns, Digital Employee Experience Manager, NRMA Ltd The journey to the what & why of DEX How The NRMA is unlocking value from recognising DEX as a driver of CX
- 4. Who am I?
- 5. What is The NRMA?
- 6. Group Blue 1.0 2014 Group Blue 2.0 2015 Group Blue 3.0 2016 Group Blue 3.5 2017 2018 Our digital workplace story
- 8. New strategy New culture playbook New-look group CX FOCUS Our brave new world
- 11. We make complex work environments simpler to work in Our value proposition
- 12. DEX Purpose We believe that a great customer experience can only be achieved when people are empowered by a great employee experience DEX Vision NRMA Group employees will feel empowered by a digital workplace which helps them deliver more value, more efficiently, for each other, our members and our customers DEX Team Mission We will work with colleagues to co-create new ways of working, making it easier and more enjoyable for our people to get great work done together DEX Team Principles Our DEX principles (aligned to NRMA Values): 1. Always human: everything we do starts and ends with people not technology (Humility) 2. Always learning: we constantly question, data drives our actions and our work is never done (Energy) 3. Work out loud: we openly engage with and involve our people every step of the way (Ownership) 4. Make people awesome: we focus on teaching people how to solve their own problems (Courage) DEX Measures • DEX Employee Feedback (DEX Surveys) • P2 Score (P2 Surveys) • Community data (Swoop Analytics) Our team charter
- 14. Mentors are all around
- 17. Our first DEX driven experiment Q. How do we nurture a culture of trust and frontline empowerment, where people put the customer first? A. • Actively and intentionally empower our frontline • Increase opportunities for employee connections
- 18. A DEX experiment with yammer Created 3 yammer groups Supported community development Measured DEX
- 20. Measuring DEX
- 21. The Results EX Area Survey 1 Survey 2 Change Overall Engagement 4.26 4.59 8% Connecting 3.68 4.08 11% Sharing 3.72 4.18 12% Solving 3.84 4.25 11% Innovating 3.51 3.79 8% DEX Score 3.80 4.18 10%
- 22. Sustained impact 0 5000 10000 15000 20000 25000 30000 YAMMER ACTIVITY FY2017 - FY2019 Notify/CC Mentions Likes Replies Posts
- 23. Sustained impact
- 24. Measuring the impact of ‘Now DEX’ solutions
- 25. Measuring the impact of ‘Now DEX’ solutions
- 26. Taking the pain out of working Increasing perceived productivity P2 Score: 13/20 Example 1: Premium Care car hire rates
- 27. Example 2: Business partner case management Totally removing the pain! Being empowered. Feeling productive. “I walked into the session knowing absolutely nothing about SharePoint and I walked away feeling like a super-user.” P2 Score: 20/20
- 28. Example 3: A digital solution for Finance code management P2 Score: 14/20 Minimum pain Maximum productivity
- 30. Fighting temptation What’s the impact on CX? Does it deliver on value prop? Is it aligned to team charter?
- 32. Battling the dark Focus on CX impact Be true to value prop Live our team charter
- 33. Most importantly, learn to be okay with being vulnerable. Brené Brown “Vulnerability is not weakness. And that myth is profoundly dangerous.” Battling the dark
- 36. Returning home You’ll look and feel different You’ll have stories to share You can help others on their journey
- 37. Now DEX • Back To Basics: Governance, support model, learning model • DEX improvements for newly integrated Group businesses Future DEX • Unifying around a shared Group DEX vision and roadmap • Process mapping and knowledge management experiments What’s next?
- 38. The what and why of DEX at The NRMA What The point where the technological and cultural spheres of the Employee Experience meet. Why Because DEX drives CX. And because work doesn’t have to suck.
- 40. linkedin.com/in/petejohns Thank you for listening Pete Johns, Digital Employee Experience Manager, NRMA Ltd