Leveraging Technology for Employee and Customer Engagement
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A discussion of 1) how the nature of work is changing due to massive technology change; 2) why employee and customer engagement needs to be a key strategy in leveraging this technology change; and 3) why organizations need to take seriously the work assumptions of the Facebook generation and radically more demanding expectations of customers.
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Leveraging Technology for Employee and Customer Engagement
- 1. I’m working in a “Starbucks” with my PC, my Android tablet, and my iPhone…Now what? #AIIM12
- 2. Systems of Engagement Social and Era Mainframe Mini PC Internet Cloud Systems of Record Years 1960-‐1975 1975-‐1992 1992-‐2001 2001-‐2009 2010-‐2015 Typical A batch A dept A An thing A web page trans process document interacVon managed Best known Digital IBM MicrosoT Google Facebook company Equipment Social Content Image Document Content Microfilm Business mgmt focus Mgmt Mgmt Mgmt Systems
- 3. 1-‐What kinds of radical changes are being driven by technology? #AIIM12
- 4. 2-‐My belief: Employee and Customer Engagement are key to leveraging technology. #AIIM12
- 5. 3-‐How do we need to change how we think about employee and customer engagement? #AIIM12
- 6. #AIIM12
- 7. #AIIM12
- 8. The Chessboard Fable #AIIM12
- 9. 2-‐My belief: Employee and Customer Engagement are key to leveraging technology. #AIIM12
- 10. #AIIM12
- 11. 1. I know what is expected of me at work. 2. I have the materials and equipment I need to do my work right. 3. At work, I have the opportunity to do what I do best every day. 4. In the last seven days, I have received recogniVon or praise for doing good work. 5. My supervisor, or someone at work, seems to care about me as a person. 6. There is someone at work who encourages my development. 7. At work, my opinions seem to count. 8. The mission or purpose of my organizaVon makes me feel my job is important. 9. My associates or fellow employees are commiaed to doing quality work. 10. I have a best friend at work. 11. In the last six months, someone at work has talked to me about my progress. 12. This last year, I have had opportuniVes at work to learn and grow. Source: Gallup #AIIM12
- 12. Engaged Not AcVvely engaged disengaged AVG 33% 49% 18% Source: Gallup #AIIM12
- 13. Engaged Not AcVvely engaged disengaged AVG 33% 49% 18% TOP 67% 26% 7% Source: Gallup #AIIM12
- 14. $370 billion lost The cost of acVvely disengaged employees in lost producVvity (Gallup) #AIIM12
- 15. "At work, we give our customers new ideas" 74% 13% #AIIM12
- 16. eight emoVonal aaachment quesVons and three raVonal loyalty quesVons make up their Customer Engagement Index Source: Gallup #AIIM12
- 17. 23% premium For engaged companies in terms of share of wallet, profitability and revenue rom engaged customers (Gallup) OrganizaVons that have opVmized customer engagement outperform their compeVtors by 26% in gross margin and 85% in sales growth. #AIIM12
- 18. 3-‐How do we need to change how we think about employee and customer engagement? #AIIM12
- 19. The changing nature of employee engagement… #AIIM12
- 20. Per 1,400 working young professionals… #AIIM12
- 21. 45% would accept a lower paying job with more flexibility rather than a higher-‐paying job with less (Cisco) #AIIM12
- 22. 30% #AIIM12 feel that the ability to work remotely with a flexible schedule is a "right.” (Cisco)
- 23. 77% Have mulVple compuVng devices; 33% use at least 3 for work (Cisco) #AIIM12
- 24. 68% believe that company-‐issued devices should be available for both work and play (Cisco) #AIIM12
- 25. 73% access Facebook at least once per day (Cisco) #AIIM12
- 26. 15% had their mobile phone, laptop or other device stolen in the past 12 months (Cisco) #AIIM12
- 27. 30% have experienced idenVty theT at least once (Cisco) #AIIM12
- 28. 52% believe that THEY are not responsible for securing their work devices and data -‐-‐ service providers and IT are (Cisco) #AIIM12
- 29. mobile connected flexible aware Building a Strategy for Engaging Future Employees #AIIM12
- 30. The changing nature of customer engagement… #AIIM12
- 31. FragmentaVon User content Social power Low switching costs Siloed systems Loss of customer control and loyalty #AIIM12
- 32. Jmancini77 1:40 pm via HootSuite If someone doesn’t contact me today and let me end run your #Satanic call center, I’m blogging tomorrow @xxxxx Jmancini77 3:40 pm via HootSuite This is Day 87 that I am held hostage by @xxxxx’s ridiculous #mortgage refinance process. Please call. #AIIM12
- 33. email service web brand social Building a Strategy for Engaging Future Customers #AIIM12
- 34. 70% 240% CUSTOMER ENGAGEMENT boost boost 70% Baseline boost EMPLOYEE ENGAGEMENT Source: Gallup #AIIM12
- 36. #AIIM12 I’m working in a Starbucks (or wherever) with my PC, my Android tablet, and my iPhone…Now what? John Mancini, AIIM @jmancini77 #AIIM12