WebinarStrengthening Employee Relationships in the Digital Era

Charlene Li, Industry AnalystJon Cifuentes, Sr. ResearcherJanuary 20, 2015Event hashtag: #employeeengagementEngage via Chat Window

Agenda

∙ Welcome∙ Research Highlights∙ The State of Employee Engagement

and Advocacy∙ Driving Business Impact∙ Recommendations∙ Q&A

Employee Engagement is: A term used to describe three primary types of

initiatives. 1.) Internal collaboration 2.) Digital/social empowerment

3.) Employee advocacy

Defining Digital Employee Engagement

Agenda

∙ Welcome∙ Research Highlights∙ The State of Employee Engagement

and Advocacy∙ Driving Business Impact∙ Recommendations∙ Q&A

Research Highlights• Only 41% of organizations believe they have a

holistic and strategic approach to employee engagement and advocacy.

• Only 43% of survey respondents believe they have an organizational culture of trust that supports employee engagement.

• Only 36% and 25% of respondents have organizations where many employees use their internal collaboration platform and enterprise social network, respectively.

Agenda

∙ Welcome∙ Research Highlights∙ The State of Employee Engagement

and Advocacy∙ Driving Business Impact∙ Recommendations∙ Q&A

Most companies lack a coherent approach to digital employee engagement

“Which department leads employee engagement initiatives in your organization?”

Base: 88 companies with more than 250 employees (surveyed by Altimeter Group Q3 2014)

Involvement all over the organization, but a lack of coordination

“What other departments are involved in Employee Engagement initiatives in your organization?”

Base: 88 companies with more than 250 employees (surveyed by Altimeter Group Q3 2014)

Employee engagement efforts affect everyone, and rarely have a holistic strategy (or home)

Base: 52 companies with more than 250 employees (surveyed by Altimeter Group Q3 2014)

“With which of the following statements do you agree? Percentages are those that agree and strongly agree”

Q&A

• Who feels their organization looks at employee engagement holistically, and/or actively pursues employee engagement broadly across the organization?

• Who is the owner? Who is accountable?

Digital technology deployments suffer from a lack of business focus and platform fatigue

“Below is a list of Employee Engagement platforms and programs. Please indicate the level of deployment for each internal collaboration platform”

Base: 55 companies with more than 250 employees (surveyed by Altimeter Group Q3 2014)

Many organizations lack wide adoption of employee engagement programs

“How widely are external social channels used by the following departments to engage with people outside the organization?”

Base: 56 companies with more than 250 employees (surveyed by Altimeter Group Q3 2014)

Employee Engagement leaders have strategic desired outcomes from programs

“Please rank each of the following desired outcomes for your Employee Engagement initiatives by order of most important to least important for your organization”

Base: 64companies with more than 250 employees (surveyed by Altimeter Group Q3 2014)

But actual metrics don’t align to strategic goals

“Please rank which metrics you use the most to describe the impact of your Employee Engagement programs”

Base: 57 companies with more than 250 employees (surveyed by Altimeter Group Q3 2014)

Socially engaged companies have more engaged employees

Base: 1,378 respondents in the Control group. 1,460 respondents in the Socially Engaged group from companies with more than 1,000 employees (Surveyed by LinkedIn and Altimeter Group Q2 2014)

Q&A

• How digitally/socially engaged are people in your organization? Internally? Externally?

• What platforms do they use to engage?

Agenda

∙ Welcome∙ Research Highlights∙ The State of Employee Engagement

and Advocacy∙ Driving Business Impact∙ Recommendations∙ Q&A

Better employee relationships improve customer relationships – and vice versa

Source: Altimeter Group

Case study: TD Bank Group’s Employee Engagement evolution

Map employee journeys to deepen relationships

Source: Altimeter Group

Measure and develop each employee relationship

Source: IBM

Activity and network metrics provide insight for employee development

Source: Altimeter Group

Employee Engagement platforms divide – internal and external engagement

Further out: an “Employee Engagement Cloud” will emerge as a suite

Agenda

∙ Welcome∙ Research Highlights∙ The State of Employee Engagement

and Advocacy∙ Driving Business Impact∙ Recommendations∙ Q&A

1. Become an Extroverted Enterprise, Starting with Executives

Embrace fluidity, transparency, and speed in employee communications.

Don’t wait to be informed by your employees – actively seek opinions from them (and customers)

Executives must be comfortable bridging the “power distance” within the organization

2. Support Employee Engagement with a culture of content

Start with existing, pre-populated content (beginners)

Create your own content. Choose a platform to

involve employees at scale.

3. Make HR more strategic by injecting

marketing best practices

CHROs and CMOs need to form a tight bond

Marketing needs the support of HR to activate employee engagement that delights customers

HR needs to tap marketing skills to better understand and engage employees

4. Close the employee trust gap with training

Trust is a reciprocal relationship – and a culture of trust requires constant reinforcement

Be clear and specific on what employees can and can’t do Focus on positive reinforcement

5. Integrate tools to create the employee engagement cloud

Resist bright, shiny objects

Live by this code: Change & train new behaviors before choosing new tools

Thank You

Disclaimer: Although the information and data used in this report have been produced and processed from sources believed to be reliable, no warranty expressed or implied is made regarding the completeness, accuracy, adequacy or use of the information. The authors and contributors of the information and data shall have no liability for errors or omissions contained herein or for interpretations thereof. Reference herein to any specific product or vendor by trade name, trademark or otherwise does not constitute or imply its endorsement, recommendation or favoring by the authors or contributors and shall not be used for advertising or product endorsement purposes. The opinions expressed herein are subject to change without notice.

Altimeter Group provides research and advisory for companies challenged by business disruptions, enabling them to pursue new opportunities and business models.

Jon Cifuentes

Senior Researcher

@joncifuentes

Charlene LiIndustry Analyst@charleneli