EXPERIENCE ‘18

Voice of EmployeeProduct Theater

Julia Markish

Global Director, Employee Practice

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Q&A

Why We Listen

How We Listen

Medallia © Copyright 2018.

Q&A

Why We Listen

How We Listen

Medallia © Copyright 2018.

The Value of Engaged Employees

Note: Data points compare companies in the top quartile for Engagement to those in the bottom quartile. Sources: Harter, Schmidt, Hayes (2002), “Business-Unit-Level Relationship Between Employee Satisfaction, Employee Engagement, and Business Outcomes: A Meta-Analysis”, Journal of Applied Psychology. Gallup Studies, 2016.

• 17% higher productivity

• 70% fewer safety incidents

• 41% less absenteeism

• 51% lower turnover

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Employee Promoters →

+16% Customer NPS

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Companies that ask for and act on employee feedback have close to three times

more engaged employees than those that don’t.

Medallia Frontline Panel Study, 2016

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Q&A

Why We Listen

How We Listen

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How to Listen to Employees?Feedback Programs that span the Employee Lifecycle

Erin Employee

Candidate Experience - How can we continuously optimize the experience for candidates and hiring managers alike?

Employee Journey Experience - How are touchpoints along employees’ individual journeys affecting their experience?

Employee Shared Services - How can the company’s internal service providers optimize their customers’ experience?

Employee Engagement - How can we engage employees in the mission of our company and in the Customer Experience?

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How to Listen to Employees?Feedback Programs that span the Employee Lifecycle

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Q1 Q2 Q3 Q4 Q1PulsePulse

Dp Dive

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Q1 Q2 Q3 Q4 Q1

Accept o

ffer

Onboard

Training

Visit H

elpdesk

Work

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ktg

Move to

HQ

Recruit t

eam

Take LO

A

Visit L

A office

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Use new te

ch

Intervi

ew

CX idea

Visit c

areer p

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How to Listen to Employees?Feedback Programs that span the Employee Lifecycle

Candidate Experience

Employee Journey Experience

Employee Shared Services

Employee Engagement

Medallia © Copyright 2018.

Q1

Accept o

ffer

Recruit t

eam

Q2 Q3 Q4 Q1

Intervi

ew

Visit c

areer p

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What does it include?● Attraction / Talent Brand● Candidate Touchpoints● Internal Recruiting

What are the benefits?● Lower cost to hire● Faster time to hire● Better candidate conversion

The Employee Experience Lifecycle Candidate Experience

Who is interested?● CHRO● Talent Acquisition Org● HR Operations

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Using VOC (Voice of the Candidate) to win the war on talent

Candidate Experience

12

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Q1

Onboard

Leve

l 1 Tra

ining

Move to

HQ

Take LO

A

Separate

Perf Cyc

le

Q2 Q3 Q4 Q1

Comp

R

eview

Alum event

The Employee Experience Lifecycle Employee Journey Experience

What does it include?● Onboarding● Life Events● Perf & Dev’t ● Exit

What are the benefits?● Optimization of HR resources● Increased empl. effectiveness● Higher workforce engagement

Who is interested?● CHRO● HR Operations● Individual HR Functions

● Training● Comp &

Benefits● Alumni

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Laying the foundation for dynamic journey management

Employee Journey Experience

14

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Q1

Visit H

elpdesk

Work

w M

ktg

Visit L

A office

Co Mtg

Use new te

ch

Q2 Q3 Q4 Q1

The Employee Experience Lifecycle Employee Shared Services

What does it include?● Internal Services● Workplace & Amenities● Comms & Events● Technology Tools

What are the benefits?● Optimization of resources● Increased employee effectiveness● CX mindset across company

Who is interested?● COO, CIO, CCO● Internal Services & Ops● Back-office Functions

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Creating a CX culture for internal customers

Employee Shared Services

16

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Q1

Ldsh

p Δ

Q2 Q3 Q4 Q1

CX idea

The Employee Experience Lifecycle Employee Engagement

PulsePulse

Dp Dive

What does it include?● Central Deep Dive & Pulse● Team Pulse● Ideas / VOCE● Change Management

What are the benefits?● Improve employee engagement● Empower front lines on EX & CX● ↓ turnover, ↑ productivity

Who is interested?● CHRO, CCO, CEO● Line Operations● CX Team

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Injecting the Voice of the Employee into the front line’s operating rhythm

Employee Engagement

18

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Employee EngagementEngaging employees in the Company Mission and in the Customer Experience

CustomerEmployee

Company

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Relationship Survey

Ideas Portal

Deep Dive / Pulse Survey

TransactionSurvey

Employee EngagementEngaging employees in the Company Mission and in the Customer Experience

CustomerEmployee

Company

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Q&A

Why We Listen

How We Listen

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Q&A #EXP18Medallia