More Related Content Similar to Power Up Your People: Emerging Tech and the Frictionless Employee Experience (webinar slides) (20) Power Up Your People: Emerging Tech and the Frictionless Employee Experience (webinar slides)7. Power Up Your People:
How Mobile And Emerging Technologies Can Create A
Frictionless Employee Experience
Prepared for Mission Data
February 22, 2017
J. P. Gownder
Vice President and Principal Analyst
@jgownder
8. 8© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
›CX and EX are deeply interconnected
›Employees benefit from frictionless systems
›Power up your customers: Better CX helps EX
›Power up your employees: Better EX helps CX
›What It Means
9. 9© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
›CX and EX are deeply interconnected
›Employees benefit from frictionless systems
›Power up your customers: Better CX helps EX
›Power up your employees: Better EX helps CX
›What It Means
10. © 2017 Forrester Research, Inc. Reproduction Prohibited 10
Employee Experience is the next frontier
in Customer Experience
Deeply interconnected, these two metrics
reinforce and drive one another.
11. © 2017 Forrester Research, Inc. Reproduction Prohibited 11
The value of customer experience (CX) is now clear
https://www.forrester.com/report/Drive+Revenue+With+Great+Customer+Experience+2017/-/E-RES125807
High CX creates
customer
relationships
Companies with
higher CX have better
financial performance
12. © 2017 Forrester Research, Inc. Reproduction Prohibited 12
But did you know that employee experience (EX) drives
value for companies, too?
Companies with strong EX enjoy:
›81% Higher Customer
Satisfaction
›50% Lower Employee Turnover
Each standard deviation increase
in turnover = 40% reduction in
profit
13. © 2017 Forrester Research, Inc. Reproduction Prohibited 13
In fact, Richard Branson says Virgin prioritizes
employees first
› “It should go without saying, if the person who
works at your company is 100 percent proud of
the brand and you give them the tools to do a
good job and they are treated well, they're going
to be happy. If the person who works at your
company is not appreciated, they are not going to
do things with a smile.”
› Virgin prioritizes employees first, customers
second, and shareholders third. “Effectively, in
the end shareholders do well, the customers do
better.”
http://www.inc.com/oscar-raymundo/richard-branson-companies-should-put-employees-first.html
14. © 2017 Forrester Research, Inc. Reproduction Prohibited 14
Help employees feel a sense of purpose, autonomy, and
mastery with their work
Autonomy: Have tools to
independently deliver great
CX
Mastery: Skills and
knowledge to deliver great
CX
Purpose: Understand their
role in delivering great CX
15. © 2017 Forrester Research, Inc. Reproduction Prohibited 15
Elements of positive employee experience mirror
elements of positive customer experience
https://www.forrester.com/report/Workforce+Enablement+Defined+Elevate+Productivity+And+Engagement/-/E-RES113826
16. © 2017 Forrester Research, Inc. Reproduction Prohibited 16
Technology plays a key role in both CX and EX
Interacting with customers using technologies that help solve
their problems or help them solve their own
These technologies drive effectiveness, ease, and emotion
Giving employees the tools to achieve autonomy, mastery,
and purpose in their work
17. 17© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
›CX and EX are deeply interconnected
›Employees benefit from frictionless systems
›Power up your customers: Better CX helps EX
›Power up your employees: Better EX helps CX
›What It Means
18. © 2017 Forrester Research, Inc. Reproduction Prohibited 18
Successful companies equip employees
with friction-reducing systems
Mobile (and other) technologies reduce friction,
raise productivity, and promote good employee
experiences.
19. © 2017 Forrester Research, Inc. Reproduction Prohibited 19
From the warehouse to retail
and beyond, mobile devices +
apps empower employees
A mobile moment is a point in time and
space when someone pulls out a mobile
device to get what they need in their
immediate context.
If you serve the needs of a customer or an
employee in that moment, you can win
their business and their loyalty.
If you fail, a more adept company may step
in and meet their need instead, disrupting
your business in the process.
20. 20© 2017 Forrester Research, Inc. Reproduction Prohibited
-2 minutes-2 hours
Customer visit
-Review service
ticket
-Align dish
-Configure set-top box
-Sell audio system
-Record signature
-Record sale
-Review appointments
-Confirm next visit
-Get directions
-Log service report
-Confirm next visit
Who are we serving?
Field technician
What is their context?
Standing in front of the customer
What is the motivation?
To record proof of service
Who are we serving?
Field technician
What is their context?
Outside customer’s home
What is the motivation?
To prep for service call
After
Employees leverage mobile moments to serve
customers more effectively
21. © 2017 Forrester Research, Inc. Reproduction Prohibited 21
Workers don’t use PCs in many places
22. © 2017 Forrester Research, Inc. Reproduction Prohibited 22
But they find tablets almost as mobile as smartphones
23. © 2017 Forrester Research, Inc. Reproduction Prohibited 23
Mobile moment are pervasive at work… with the
right applications and systems
24. © 2017 Forrester Research, Inc. Reproduction Prohibited 24
The mobile moment needs apps that are:
›Intuitive
›Task-oriented
›Contextual
›Flex & scale
App-Enabled
Employees
25. © 2017 Forrester Research, Inc. Reproduction Prohibited 25
App-enabled employees use six-to-10 company-specific
applications and stand out from their peers
They’re more empowered and more productive
They make their customers happier
They feel better about their employer
https://www.forrester.com/report/The+Mobile+Appocalypse+Is+Coming+Are+You+Ready/-/E-RES119990
26. © 2017 Forrester Research, Inc. Reproduction Prohibited 26
Here’s
the
proof:
https://www.forrester.com/report/The+Mobile+Appocalypse+Is+Coming+Are+You+Ready/-/E-RES119990
https://www.forrester.com/report/The+Mo
bile+Appocalypse+Is+Coming+Are+You+
Ready/-/E-RES119990
27. 27© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
›CX and EX are deeply interconnected
›Employees benefit from frictionless systems
›Power up your customers: Better CX helps EX
›Power up your employees: Better EX helps CX
›What It Means
28. © 2017 Forrester Research, Inc. Reproduction Prohibited 28
Intertwine customer service benefits with
employee experience benefits
Creating this positive feedback loop helps both
groups succeed – driving top-line revenue.
29. © 2017 Forrester Research, Inc. Reproduction Prohibited 29
Mitsubishi Heating and Cooling solved a
customer problem AND an employee problem
with an augmented reality sales app
Mitsubishi re-wrote the sales
script on split-duct systems
Rather than using their hands,
salespeople take a photo in
the prospect’s own home;
using AR, they “show” the
unit in context
Revenue: $30m+
30. © 2017 Forrester Research, Inc. Reproduction Prohibited 30
Rebecca Minkoff’s connected dressing room
links customers and employees
30% of Rebecca Minkoff shoppers
request help of an associate via
connected mirror
75% use “wear with it” for
accessories
“Being half naked and having to
hope that someone sees you when
you pop your head out, that’s never
been a fun experience” – Rebecca
Minkoff on dressing rooms*
*Quote source: http://www.wsj.com/articles/designer-rebecca-minkoffs-new-stores-have-touch-screens-for-an-online-shopping-experience-1415748733
31. © 2017 Forrester Research, Inc. Reproduction Prohibited 31
Customers want to work with associates equipped with
mobile devices in retail settings
Source: Forrester’s North American Consumer Technographics Retail Survey, 2015
32. © 2017 Forrester Research, Inc. Reproduction Prohibited 32
Smart shelving helps both customers
and employees
Customers benefit from easier
discovery, more information about
products, and fewer out-of-stock items
Employees save time on repetitive, rote
tasks (like changing prices), answering
certain questions, and can respond to
out-of-stock situations more quickly
33. © 2017 Forrester Research, Inc. Reproduction Prohibited 33
Kroger’s IoT temperature monitoring helps
customers AND employees
Kroger’s grocery stores use
IoT to improve food quality
and lower rates of spoilage
A highly manual process
(2 employee visits a day to
check temperature)
replaced by an automated
one
https://www.forrester.com/report/How+To+Design+InternetOfThings+Engagements+In+Retail+Hospitality+And+Travel/-/E-RES135858
34. 34© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
›CX and EX are deeply interconnected
›Employees benefit from frictionless systems
›Power up your customers: Better CX helps EX
›Power up your employees: Better EX helps CX
›What It Means
35. © 2017 Forrester Research, Inc. Reproduction Prohibited 35
Employee technology now resembles
best-in-class consumer technology
Employees work best when equipped with
devices and apps that work as well or better
than their consumer tech.
36. © 2017 Forrester Research, Inc. Reproduction Prohibited 36
With this tablet app, salesperson goes into
a store, takes photos, judges inventory,
accuracy of displays, product count, etc.
Location tagging is used by local
management to measure how many stores
the salesperson visited, gain some
intelligence on what is selling or not
selling… thereby creating “big data” in the
background
Logitech salespeople use a custom tablet app
to visit retailers on site visits
https://www.forrester.com/report/Global+Tablet+Forecast+2015+To+2018+Despite+Market+Volatility+Tablets+Are+Big+In+Business/-/E-RES115396
37. © 2017 Forrester Research, Inc. Reproduction Prohibited 37
Medical devices companies often face a
true “elevator pitch”: Their salespeople
must engage busy physicians who are
literally walking from one patient’s room
to another’s!
One medical devices company equipped
its salespeople with tablets for these 60-
second sales pitches. With rich media, they
can quickly show off their products and
answer questions… all while walking down
the hallway with the doctor.
One medical devices firm optimized its sales
apps for the “physician elevator pitch”!
Medical
Devices
Company
38. © 2017 Forrester Research, Inc. Reproduction Prohibited 38
Truck drivers needed to dial
in to call centers, transcribe
information from phone calls,
and maintain paper records.
Developed mobile app to give
drivers information about
their loads, destinations,
pickups, and drop-offs on
their phones.
Mercer Transportation employs a mobile app
to reshape the driver experience
39. © 2017 Forrester Research, Inc. Reproduction Prohibited 39
One telecom company devised an augmented
reality app to help employees “dig safe”
Network planning engineers have
always had trouble identifying
where cables lay under city streets.
(In historic London, fines are big)
Media company developed an AR
app that shows where the cables
are by superimposing them over the
street. Combines location +
augmented reality.
Telecom,
UK
Similar app from a Canadian
company
IMAGE:
http://baummags.a.cdnify.io/files/slides/locale_image/medium/0068/16766_en_d53d7_2614_augivew-
update-data-source.jpg
40. © 2017 Forrester Research, Inc. Reproduction Prohibited 40
Dish Network equipped field technicians to solve
customer problems effectively and quickly
Tablet computers help them
schedule and diagnose issues
Cloud service and connected
systems give real-time
updates
In-field collaboration apps
help them get help
Huge uptick in customer
experience index
41. © 2017 Forrester Research, Inc. Reproduction Prohibited 41
Patrón faced a serious question about its
quality, and used virtual reality to solve it
Because of the explosive growth of the
company’s market presence, buyers started
doubting the quality of the tequila
Channel buyers (distributors, liquor stores,
bar owners) doubted that Patrón
maintained the same quality level from
when it was niche and artisanal
Solution: VR experience to show, not tell!
Signature sales tool: there are now 150 VR
kits at Patrón
42. 42© 2017 Forrester Research, Inc. Reproduction Prohibited
Agenda
›CX and EX are deeply interconnected
›Employees benefit from frictionless systems
›Power up your customers: Better CX helps EX
›Power up your employees: Better EX helps CX
›What It Means
43. © 2017 Forrester Research, Inc. Reproduction Prohibited 43
Power up your people by combining CX
and EX
Co-designing with both factors in mind will yield
the strongest business outcomes.
44. © 2017 Forrester Research, Inc. Reproduction Prohibited 44
Empower employees and lower frictions with
consumer-grade technology choices
Offer them autonomy,
mastery, and purpose, then
give them the tools to achieve
each of these.
Investigate emerging
technologies to solve sticky,
previously-un-solve-able
problems
45. © 2017 Forrester Research, Inc. Reproduction Prohibited 45
Design your customer experiences with a
positive employee feedback loop in mind
Creating win-win experiences will benefit customers twice –
once through the experience, the second time from
motivated workers
Solving customer problems often also solves employee
problems, freeing the latter to focus on up-skill tasks
Work with partners who have a viewpoint on the relationship
between CX and EX in their design processes