colin miles presents virgin media's social collaboration story at hr tech europe

Generating Value Through Social Collaboration9 April 2023 1

Colin MilesDirector of IT Infrastructure & Enterprise Services

Virgin Media – The historical challenge9 April 2023 2

200+ Perm manned sites

High travel costs (growing)

Email-centric

Heavy voice conferences

Great people

It doesn’t take many people to change a company 9 April 2023 3

2010

2013

2014

2015

FLEXIBLE WORKING PILOT CONDUCTED TO PROVE BUSINESS CASE WITH 1,000 EMPLOYEES

PRODUCTION SERVICE5,000 EMPLOYEESLEADERSHIP EDGE TEAM (6

PEOPLE) CONDUCT FLEXIBLE WORKING FEASIBILITY STUDY

20112012

BUSINESS CASE & PILOT SOFT LAUNCH MASS LAUNCH

COMMUNICATIONS20,000 EMPLOYEES

RE-LAUNCH

WEBEX SOCIAL END OF LIFE CHALLENGE

Adoption is crucial9 April 2023 4

Collaboration Tranformation9 April 2023 5

From this…..

to this…..

Collaboration Tranformation9 April 2023 6

From this…..

to this…..

Collaboration Tranformation9 April 2023 7

…and this…..

8

Vertical & Horizontal Collaboration

Nature of work is changing9 April 2023 9

The same rules exist!

Benefits9 April 2023 10

• Reduced T&E costs• Reduced absenteeism• Improved engagement

• Flexible working• Hot desking• Home working

• Higher productivity (easier/faster to collaborate and share knowledge)

• Faster innovation (serendipity)

• Silo busting – improved collaboration across vertical business units

• Faster people and information search

• Use of video to extract, share, find valuable knowledge

• More effective team and management communications

WebEx

WebEx Social (Tap)

Show ‘n’ Share

Soft Telephone

What’s Tap being used for?9 April 2023 11

Manage Team Meetings

Raising profile of a team ‘showcase our work’

Publishing stories from our

customers Sharing Shouts

People/task management

12

Yesterdays way of working – Twitter issue

13

Todays way of working – Twitter issue

Statistics are only part of the story9 April 2023 14

• 80% of WebEx accounts active every month• Worldwide average is 25%• 30k meetings per month• 80k participants per month• 45 min average duration• Extensive use of video

• 16,000+ phone calls on Tap every month

• 14,000 registered users• 50% active every month (peak)• 900 communities

The Acid Test. What happens when you attempt to take it away? 9 April 2023 15

Lessons Learned9 April 2023 16

It’s all about: What’s in it for me? Value creation is the point of collaboration, not the act or tool of collaboration itself

Culture and ethos Social collaboration hasn’t changed our culture, it’s revealed it. Virgin values are alive and well

Communications • Tone of voice is everything• Speak with a human voice• Information makes people think but

emotion makes them act• Talk to the right (emotional) brain

It’s the small things that matter • Don’t start with communities, start with simple collaboration solutions

• Make the user experience as visually appealing as possible

Adoption matters • On-demand adoption model works• Time makes more converts than reason• ‘Conversion’ happens ‘one conversation

at a time’• Network effects are kicking in now

Collaboration Tranformation - Futures9 April 2023 17

Social collaboration in action9 April 2023 18

Thank you.