Power Up Your People: Emerging Tech and the Frictionless Employee Experience (webinar slides)

© 2017 Forrester Research, Inc. Reproduction Prohibited






Power Up Your People:How Mobile And Emerging Technologies Can Create A Frictionless Employee Experience

Prepared for Mission DataFebruary 22, 2017

J. P. GownderVice President and Principal Analyst@jgownder

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


Agenda


© 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.


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


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 TurnoverEach standard deviation increase in turnover = 40% reduction in profit


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


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


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


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


Agenda



Successful companies equip employees with friction-reducing systems

Mobile (and other) technologies reduce friction, raise productivity, and promote good employee experiences.


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.


-2 minutes-2 hoursCustomer visit

-Review serviceticket

-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 technicianWhat is their context?Standing in front of the customerWhat is the motivation?To record proof of service

Who are we serving?Field technicianWhat is their context?Outside customer’s homeWhat is the motivation?To prep for service call

After

Employees leverage mobile moments to serve customers more effectively


Workers don’t use PCs in many places


But they find tablets almost as mobile as smartphones


Mobile moment are pervasive at work… with the right applications and systems


The mobile moment needs apps that are:

› Intuitive›Task-oriented›Contextual›Flex & scale

App-Enabled Employees


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


Here’s the

proof:




Agenda



Intertwine customer service benefits with employee experience benefits

Creating this positive feedback loop helps both groups succeed – driving top-line revenue.


Mitsubishi Heating and Cooling solved a customer problem AND an employee problem with an augmented reality sales appMitsubishi 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+


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


Customers want to work with associates equipped with mobile devices in retail settings

Source: Forrester’s North American Consumer Technographics Retail Survey, 2015


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


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


Agenda



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.


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


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


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


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


Dish Network equipped field technicians to solve customer problems effectively and quicklyTablet 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


Patrón faced a serious question about its quality, and used virtual reality to solve itBecause 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 Patrónmaintained 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


Agenda



Power up your people by combining CX and EX

Co-designing with both factors in mind will yield the strongest business outcomes.


Empower employees and lower frictions with consumer-grade technology choicesOffer 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


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

Thank you

forrester.com

J. P. GownderVice President & Principal [email protected]: @jgownder








