Stuart McRae | Executive Social Business Evangelist@smcrae www.smcrae.com stuart.mcrae@uk.ibm.com

From collaboration to engagement

the future ofwork

#ICONUK #NewWayToWork

2

“I believe the real difference between success and failure in a corporation can very often be traced to the question of how well the organization brings out the great energies and talents of its people. ”

Thomas Watson, Jr.Former CEO of IBM

Social Business Patterns are being revealed asEmployee Engagement Journeys

White paper: http://bit.ly/ibmsb2015

Reflecting and assisting the transition to a new way to work

Rethink HR strategy & systems designed for a different era

Jobfamilies& skillsevolve

1. Recruitment is Marketing• The war for talent• A focus on employee fit• Recruiters are brand

ambassadors

2. Employee Experience is Key• Continuous Listening• Crowdsourcing Insight• Empowered Employees

3. Developing aLearning Workforce• Digital Skills• Continuous Learning• Your mobile is your classroom

4. Future WorkforcePlanning• Continuous Assessment• Employee ROI• Predicting Regrettable Attrition

Employee engagement is key to this HR transformation

Jobfamilies& skillsevolve

1. Recruitment is Marketing• Engage on Social Media

to filter candidates• Engage before hiring

to assess applicants• Engage with peers

for rapid onboarding

2. Employee Experience is Key• Engaged employees

improve business results• Engaged employees

provide insight to leadership• Engaged employees

align around corporate goals

3. Developing aLearning Workforce• Engage the way you do at home• Engage with colleagues

to learn on the job• Engage anytime, anywhere

on any device

4. Future WorkforcePlanning• Engage managers with their staff

for continuous assessment• Engage analytics to understand

employee performance• Engage to predict attrition

Bringing a bit of the real world into the office

The real world (beyond the office)

The real world (beyond the office)

These are not communication platforms… they are not collaboration platforms

… they are engagement platforms… they are about provoking comments,

sharing, liking, interacting

… they bring about conversations- online, audio/video or face to face

Which isn’t what email ends up doing!

blogs

updates databases

activities

forums

bookmarkstags

commentsemails

communities

spreadsheets

presentationsdocuments

likes

web pageswikisdevices

discussions

knowledgestatus

For employees, that’s have conversations around knowledge

Engage before hiring

Engage after hiring

Continue engaging employees, which helps to retain them

Engage with leadership as well as peers and teams

Employee engagement in action

http://bit.ly/UberSocialIBM

http://bit.ly/BIuberIBM

Someone asks question on a leaders wall for his sales rep

Experts shares their knowledge & Provides answers

Sales Rep impressed with knowledge

Engage twodifferent experts

based on question via @mentions

Use Business card to learn about expert

Engaged employees working together to get the job done

Working Out Loud

“66% of employees use the platform on a regular basis”

Ironically, people are talking again

They find experts faster and more efficiently

Employees share a lot more information:“It’s Culture Changing”

One place where knowledge and people can connect

The Power of the crowd

Executives are more accessiblehttp://onforb.es/LaLDj5

Bayer drives culture change to achieve business value

Source: IBM Technical White Paper “Beyond Engagement” 2014

Employee engagement drives business results

http://bit.ly/IBMBeyondEngagement

Communicating the importance of safety practices Leveraging video assets to speed responsesEncouraging geographically dispersed employees to share content Reducing workplace injuries

Applying Engagement to Workplace Safety

A new way to learn: training on the job

A rich spectrum is needed: from training to just in time education

… from structured courses to on the job coaching by experts… to learning from your peers

Using engagement to delivering better employee surveys

Improve ExecutionImprove collaborationwithin the project team

Improve Effectiveness

By engaging moreacross the business

Improve ParticipationExcite and engage staffthroughout the process

Improve ResultsDon't just identify issues,

address them better

ExecuteSurvey

This is a repeatable patterne.g. crowdsourcing innovation

Improve ExecutionMore effective collaboration in teams & across organisations

Improve OutcomesShow staff they had an impact

& motivate them for change

Improve ParticipationExcite and inform staffthroughout the process

Improve ResultsDon't just identify issues,

engage staff to address them

Innovation JamCollect ideas, engage staff to discuss them and vote

Employee Engagementsupporting a “Customer Service” Culture

DELIVER LEGENDARY CUSTOMER EXPERIENCES

“weaving social into everything we do and how we do it,”

“PROUD TO BE A TDer”“distinguish us from the other financial institutions”

**

*Wendy Arnott, Vice President of Social Media & Digital Communications

TD Bank “WOW” Moments

Customer Engagement

Wendy Arnott,Vice President of Social Media & Digital Communications

http://bit.ly/TDBthankyou

Present Interacting Engaged

@MyCorp@MyCorpSupport@MyCorpFeedback@MyCorpJobs@MyCorpCEO

Like our Facebook Page& win an Apple Watch

Pin this product

See our job vacancieson LinkedIn

@JoeBloggs-MyCorp@JaneDoe@MyCorpGuru

Monitor, observe, learn,share, help, crowdsource,ask, discuss, research,understand, influence, lead

SocialMedia Guidelines

Employee led

Social Governance Council

Social Support Forums

Business ledBrand led

Social Engagement Maturity

Conversations

Call centre displacement

Sentiment analytics & insights

Market segmentation

Understand the customer

Competitive analysis

Provide expertise

Customer communities

Product feedback

Offering improvement

Let’s talk about digital transformation

You don’t need a digital workplace,you need a workplace for the digital age

… and the digital workplace

Let’s talk digital workplaces

“a digital workplace isa collection of digital systems

that employees use to get work done”

Digital workplacesshould encourage

employee engagement

with each otherwith leadershipwith partners

with customers

Digital workplaces are keybecause they are wheredigital transformation

meetspeople

Because digital transformationrequires a

#NewWayToWork

…to enable and encouragenew behaviour,

culture and processes

… which is essential fordigital transformation success

But the digital workplace

must be designed

to encourage

employee engagement

if it is to enable successful

digital transformation

Design is not just what it looks like & feels like. Design is how it works.

- Steve Jobs

So don’t just think in terms ofthe tools you give employees

Design employee journeys aroundwhat you want your employees to do

A unifying approach to enhancing employee engagement and productivityDesigning Employee Experience

http://bit.ly/IBMDEE

Designing the workplace

Culture

Social

engage employees in conversations with customers

collaborate withpartners to

servecustomers

betterencourage

employeesto collaboratenot to compete

with each otherInternal External

open upaccess to

knowledge &expertise topartners

engagecustomers via social networks

web, mobile, voice & video

provide anopen, simple,integrated,collaborativeworkplace

This sort of engagement requires new employee behaviours

Culture

Technology

SocialEngagement

engage employees in conversations with customers

collaborate withpartners to

servecustomers

betterencourage

employeesto collaboratenot to compete

with each otherInternal External

open upaccess to

knowledge &expertise topartners

engagecustomers via social networks

web, mobile, voice & video

provide anopen, simple,integrated,collaborativeworkplace

Which need to be encouraged by their collaboration tools

Real Story Group Digital Workplace Reference Models

PurposeImplementation

Employee CentredEnterprise Architecture

An Employee Centric Model is key

“Better adoption is a by-product ofshaping systems explicitly to

address employee needs and usability- not just addressing enterprise requirements”

… and adoption is required to drive change

IBM’s internal digital workplace

The Future of HR

Generate Value

Activate Potential

Evaluate Talent

Anticipate Opportunity

Cognitive HR

Actively listening to employees to gain insight into operational issues and risks through direct and indirect channels generating even greater value from the workforce

Prepare employees to succeed and activate their potential by using systems of engagement, informed by insight, to deliver just in time training, coaching, mentoring and access to expertise

Engaging with the workforce offers additional insight into their performance, expertise and potential and makes evaluating talent an ‘every day’ activity

Go beyond reactive resourcing or planning, to proactively engage with talent and use systems of insight to anticipate opportunities and needs

#NewWayToSell2016

From collaboration to engagement: the future of work

Stuart McRae | Executive Social Business Evangelist@smcrae www.smcrae.com stuart.mcrae@uk.ibm.com

Thank you.