This presentation was used in an RBA webinar done in partnership with Forrester and Boy Scouts of America. The presentation includes the following: 1. Forrester research demonstrating how positively impacting the employee experience can improve an organization’s customer experience. 2. A case study from Boy Scouts of America showcasing the impact of deploying Microsoft Yammer to improve communication and collaboration. 3. Perspective from RBA on how key trends such as mobility and rich user experience are defining the future intranet portal.

1. LEVERAGING
TECHNOLOGY TO
BOOST EMPLOYEE
ENGAGEMENT
[WEBINAR]
December 16th
11:00 AM Central

2. Agenda
Deep dive from Forrester on improving
workforce experience
Solution story featuring Boy Scouts of
America
Key trends impacting intranet portals

3. Compelling Customer Experiences
Begin With Great Workforce
Experiences
TJ Keitt, Senior Analyst
December 16, 2014

4. You have to be able to turn on a dime.
And you can’t do that without engaged
employees.

5. © 2014 Forrester Research, Inc. Reproduction Prohibited 5
Agenda
› CX Ecosystem require speed
› Employees can only go as fast as
you let them
› You must commit to freeing your
workers

6. © 2014 Forrester Research, Inc. Reproduction Prohibited 6
Source: The June 26, 2014 “The Customer Experience Ecosystem Redefined” Forrester report
Your CX ecosystem is the interplay of
people and circumstances
Website, Sales Staff, Mobile
App, Service Technicians,
Waiting Room, Call Center,
Other Customers…
Legal Dept., Finance Dept.,
BT Staff, Shipping Dept.,
Cloud Service Provider, SaaS
Vendors, ISP, Cleaning
Crews, Design Agencies…
Regulations, Social Media,
News Media, GPS Satellites,
Competitors, Macroeconomic
Factors, Demographic Trends,
Weather…

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The ecosystem holds together only if
each group gets value
Your employees
Your
partners
Your
customers

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That value is in constant flux because of
a rapidly changing market
Changing regulatory environment
Disruptive market entrants
Unstable economic conditions

9. Business Agility: The awareness and
execution quality to embrace market and
operational changes as a matter of
routine.

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The flexibility you give your
workforce determines your agility.

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First, know that your workforce is
customer- and partner-centric
Seventy-nine percent of
information workers interact
with customers; 65% worker
with partners

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Second, many employees have
interactions across your ecosystem

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Third, these interactions are only as
effective as the preceding journeys
Moment of Truth
Employee
Journey
Customer
Journey

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Source: The September 16, 2014 “How To Build A Technology Plan That Sustains Employee Engagement” Forrester report
You must infuse employee journeys with
freedom of action

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Technology, though, often inhibits these
freedoms
Information siloes make locating and using
information time consuming
Inconsistently deployed and used collaboration
tools complicate relationship management
Poorly developed and received mobile apps
that impede work

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Delivering this freedom starts with
employee understanding.

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Yammer makes recipes, operational
standards, and memos accessible. It
also augments standard training
programs.
Yammer opens communication
between operations and
managers, as well as between
employees and trainers.
Yammer is accessible on the
1,700 iPads Red Robin deploys,
allowing training and
communication to happen
anywhere.
Freedom to access
and use information
Freedom to interact
with whoever can
help address the
issue
Freedom to move as
necessary
Red Robin understood it needed open
communication channels to engage workers
2014 Forrester Research, Inc. Reproduction Prohibited

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You must reevaluate the product you
deliver to employees
Source: May 7, 2013 “CIOs Must Champion Engaging Employee Experiences” Forrester report.

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Source: May 7, 2013 “CIOs Must Champion Engaging Employee Experiences” Forrester report.
And tech management must rethink its
stance toward the organization

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And as an organization, you need two
core capabilities
Lower business costs for
experimentation.
Faster development and
release of innovations.

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So, how do you begin focusing on the
workforce experience
1. Engage with your customer experience
professionals.
2. Build employee personas (not role profiles).
3. Develop employee journey maps that expose
inefficiencies in interactions.
4. Align these inefficiencies with hard business
metrics (e.g. engagement).

23. Creating
Destination
Collaboration

24. Setting the Vision
“Boy Scouts of America will become more
collaborative to share ideas and discussions which
will transform our culture by utilizing social tools in
order to become more experience oriented. We
will share information more freely and across all
levels to become more relevant. BSA will do this
by encouraging all employees to participate by
mapping social engagement to our core values.”

25. Pilot Business Goals
Decrease support calls
Raise awareness of ScoutWire
Learn results/outcomes of projects more quickly
Improve training / documentation

26. The Rollout
0
200
400
600
6/9/2014 6/16/2014 6/23/2014 6/30/2014 7/7/2014 7/14/2014 7/21/2014
Destination Collaboration
Destination Collaboration

27. NEXT GENERATION INTRANET

28. NEXT GENERATION PORTAL
Today Future
Content
Dissemination
Mobile Capable
Hierarchical
Application Management
Connections
Destination
Mobile First
Distributed
Community Management

29. Q & A

30. Thank you
TJ Keitt
Senior Analyst
tkeitt@forrester.com
@tjkeitt
sherry.james@rbaconsulting.com
steven.balusek@rbaconsulting.com
connect@rbaconsulting.com
www.rbaconsulting.com
@rbaconsulting
Marianne Elden
Team Leader of Corporate Engagement
Marianne.Elden@scouting.org