A New Lens on Employee Engagement:

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Trevor Franklin
5 years ago
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1 A New Lens on Employee Engagement: Using Intelligence to Improve the Customer Journey Anna Convery, CMO and EVP Strategy for OpenSpan Monday, August 3, 2015

Today s Discussion Executive priorities today Employee engagement s impact on the customer journey Latest employee-centric initiatives in the contact center and beyond Using desktop

2 Today s Discussion Executive priorities today Employee engagement s impact on the customer journey Latest employee-centric initiatives in the contact center and beyond Using desktop intelligence to transform the employee experience and customer experience Employee engagement s impact on the customer journey and enterprise performance Copyright 2015 OpenSpan Inc. All Rights Re

3 SECTION BREAK (NOT A SLIDE) This is the section for executive priorities today. Anna needs to be able to talk about how there is a disconnect in what the executives are wanting 92 percent of the FORTUNE 500 mention customer experience as a top priority, yet most have experience a decline in customer satisfaction. Execs say that employees are their most important asset and commit to investing dollars in developing them. 88 of the FTSE100 said investing in employees was a top priority. Yet, the costs to hire, train and retain employees is on the Copyright rise OpenSpan Inc. All Rights Reserved.

Customer experience ranks as a top priority for our organization.

Loss of Business as a result of Poor Customer Service for 2014 in the US alone

US Consumers are taking their business elsewhere due to

9 State of Engagement 32.9% of US workers are engaged with their employers - Gallup 33% of senior leaders believe employee loyalty has a direct relationship to profits American Management Association Engaged employees try harder. 96% of highly engaged employees always or almost always try their hardest at work, compared with only 71% of disengaged employees. Temkin Group Copyright 2015 OpenSpan Inc. All Rights Reserved.

11 Going Above and Beyond Highly engaged employees are: 2.5 times more likely to stay at work late if something needs to be done after the normal workday ends More than twice as likely to help someone at work even if they don t ask for help More than three times as likely to do something good for the company that is not expected of them More than five times as likely to recommend to a friend or relative apply for a job at their company Copyright 2015 OpenSpan Inc. All Rights Reserved. Source: Temkin Group

15 Current Engagement Hurdles Complexity: processes, systems, compliance Lack of accessibility to information Disparate technologies Managing change Understanding true employee effort Perhaps something graphical or fade these in? Copyright 2015 OpenSpan Inc. All Rights Reserved.

Understanding the Employee Experience First we need insight into intraday activities Then we need to understand what do we really need to do to execute the transaction optimally

17 Understanding the Employee Experience First we need insight into intraday activities Then we need to understand what do we really need to do to execute the transaction optimally Next we need to uncover improvement opportunities identify technology or process breakdowns pinpoint barriers to customer service Copyright 2015 OpenSpan Inc. All Rights Reserved.

Upgrading the Employee Experience Removing technology and process barriers Refining workflows and business practices Eliminating manual, repetitive tasks from the desktop

19 Upgrading the Employee Experience Removing technology and process barriers Refining workflows and business practices Eliminating manual, repetitive tasks from the desktop Delivering contextual next-best offer guidance Creating a more connected, simplified experience for the employee and customer Copyright 2015 OpenSpan Inc. All Rights Reserved.