Employee Engagement and Redefining the Employee Customer Experience

HR FedForward
Jennifer Rome, Senior Manager, Deloitte Federal Human Capital
Deloitte Consulting LLP
Employee Engagement and
Redefining the Employee Customer
Experience

2
Topics
Employee Experience (EX) Rated Top Priority across Global Leaders
Employee Experience Drives Talent and Business Results
Moving the Needle on Engagement to Improve EX
Employees as Customers
Case Study: Applying Human-Centered Design (HCD) / Customer
Experience (CX) Tools
Q & A
Copyright © 2017 Deloitte Development LLC. All rights reserved.

Redefining the
Employee
Experience

4
Employee Experience (EX) Rated Top Priority across Global Leaders
1 Deloitte Global Human Capital Trends Report (2017)
2 US Federal Government Human Capital Trends Supplement (2017)
79%
69%
0
10
20
30
40
50
60
70
80
90
100
Rated as Important/Very Important
PercentageTotalResponses
% Leaders Ranking Employee
Experience as Important Trend
Global Public Sector
22%
7%
0
10
20
30
40
50
60
70
80
90
100
Have Differentiated EX Strategy
PercentageTotalResponses
% Leaders with Differentiated
Employee Experience Strategy
Global Public Sector
EX is a top priority across both private and public sectors. However, few organizations report having a
differentiated EX strategy and government leaders often lag behind.1 2

5
Employee Experience Drives Talent and Business Results
Studies show that employee interactions impact customer experience metrics across organizations and drive
tremendous business value.
Companies with highly engaged workforces outperform their peers by 147% in
earnings per share and 6% higher net profit margins3
Profitability
Highly engaged workforces are 22% more productive than their less engaged
peers4
Productivity
Engaged employees are 4X more likely to stay in their jobs1Retention
Increased employee engagement was accompanied by a 12% increase in customer
satisfaction2
Customer
Satisfaction
Highlight of Key Business Metrics
1 Corporate Leadership Council Employee Engagement Survey
2 Social Knows: Employee Engagement Statistics (2011)
3 Gallup's 2016 Q12 Meta-Analysis
4 Employee Engagement Does More than Boost Productivity, Harvard Business Review (2011)

6
Moving the Needle on Engagement to Improve EX
Autonomy
Select to fit
Small, empowered
teams
Time for slack
Clear, transparent
goals
Coaching
Investment in
manager
development
Agile performance
management
Flexible work
environment
Humanistic
workplace
Culture of
recognition
Fair, inclusive
diverse work
environment
Training and support
on the job
Facilitated talent
mobility
Self-directed,
dynamic learning
High-impact
learning culture
Mission and purpose
Continuous
investment in
people
Transparency and
honesty
Inspiration
Bersin by Deloitte’s Simply Irresistible Organization™ is a data-driven framework that provides an approach for a
differentiated and integrated employee experience.

7
Employees as Customers
Organizations can use Human-Centered Design (HCD) and Customer Experience (CX) tools to help improve EX
and mission outcomes.
KNOW YOUR CUSTOMERS
Segmentation
Ethnographic Research
Personas
Journey Maps
Simply Irresistible
Organization (SIO)
Framework
IDENTIFY MOMENTS THAT
MATTER
PILOT, TEST, & INTEGRATE
FEEDBACK
Pulse surveys
Crowdsourcing
Focus Groups
CO-DESIGN SOLUTIONS
Prototype
Wireframes
Storyboarding

8
Case Study: Applying HCD/CX Tools
Lessons learned from private sector companies show how customer tools can be applied to employees.
Employee segmentation allowed Starbucks to tailor programs to multiple sets of employee
needs and enabled the company to understand what needs span across groups.
Starbucks took a customer “action segmentation” approach to understand what attracted, motivated,
and retained employees. 1
SKIERS
Work to support other
passions
CAREERISTS
Want long-term career
advancement
ARTISTS
Desire a socially responsible
employer
Persona Groups
1 Employees as Customers. Deloitte University Press (2016)Copyright © 2017 Deloitte Development LLC. All rights reserved.

Q & A
Contact us:
HRFedForward@deloitte.com
jrome@deloitte.com
Jennifer Rome, Senior Manager,
Federal Human Capital,
Deloitte Consulting LLP

10
10
Want to make a bigger impact?
Do something new
Deloitte + SAP
deloitte.com/SAP
HRFedForward@deloitte.com

As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of our legal structure. Certain services may not be available to
attest clients under the rules and regulations of public accounting.
This publication contains general information only and Deloitte is not, by means of this publication, rendering accounting, business, financial, investment, legal, tax, or other professional advice or services. This publication is not
a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you
should consult a qualified professional advisor. Deloitte shall not be responsible for any loss sustained by any person who relies on this publication.

Employee Engagement and Redefining the Employee Customer Experience

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (20)

Semelhante a Employee Engagement and Redefining the Employee Customer Experience

Semelhante a Employee Engagement and Redefining the Employee Customer Experience (20)

Mais de scoopnewsgroup

Mais de scoopnewsgroup (20)

Último

Último (20)

Employee Engagement and Redefining the Employee Customer Experience