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We're all in this together: Managing the employee-to-employee relationship

Moderated by Kristin Kwasnik and Marcus Jessup, Zendesk; with Stephenie Gloden, VP of Enterprise Resource Management, University of Phoenix; and Trevor Seaton, Sr. Project Mgr, Bill & Melinda Gates Foundation

Providers of internal employee-to-employee support understand how critical those relationships are in building efficiencies, driving customer satisfaction, and fostering employee happiness. In this session, you’ll hear from schools and nonprofits that provide support to help employees do their jobs better. Panelists will show how internal support helps these organizations accomplish their mission of serving their communities.

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We're all in this together: Managing the employee-to-employee relationship

  1. 1. #RelateLive We’re All In This Together: Managing the Employee-to- Employee Relationship
  2. 2. Kristin Kwasnik Senior Customer Account Manager Zendesk Marcus Jessup Enterprise Sales Manager Zendesk Trevor Seaton Sr. Project Manager Bill & Melinda Gates Foundation Stephenie Gloden VP of Enterprise Resource Management University of Phoenix
  3. 3. Millennials want to work the way they shop—online, anytime, from anywhere, and on their phone (and then they may share their experiences or best practices with their networks). As employees, millennials want will gravitate towards environments that enable them to tap into technology and social networks to source new ideas. While an open office concept may have been revolutionary in its day, the mobile office (anywhere, anytime) will become the prevailing norm.
  4. 4. THE NEW ERA CUSTOMER ATIONSHIPS
  5. 5. Everyone is a customer of someone Sales Legal Engineering Facilities Partner Support HRIT Marketing Manufacturing Finance Customer Support Customer Issue New EmployeeNew Product
  6. 6. Employee expectations have changed instant responses fast, personalized service great experience dealing with your employer
  7. 7. Human capital & employee experience remains a top CEO challenge
  8. 8. The Rise of the Contingent Workforce 50% of Fortune 500 workforce will be contingent by 2020
  9. 9. Maintain Trust A Cyclical Relationship
  10. 10. One Goal
  11. 11. Trevor Seaton MBA, PMP Bill & Melinda Gates Foundation IT Senior Project Manager TrevorSeaton
  12. 12. Starting with the Customer…Amplifying the Mission
  13. 13. “If you want to go fast, go alone. But if you want to go far, go together.”
  14. 14. We Are Making Big Bets for the Future Increase market access Decrease childhood mortality Improve crop productivity
  15. 15. Defining the Digital Foundation Social Mobile Analytic Cloud
  16. 16. Acting as a Digital Foundation Connect TransactAmplify
  17. 17. Starting with the Customer Strong relationships help us: • Build our capacity to innovate • Apply technology to solutions • Scale quickly and reliably
  18. 18. "Our desire to bring every good thing to our children is a force for good throughout the world. It’s what propels societies forward.“ —Melinda Gates Join us! www.gatesfoundation.org #DigitalFoundation @gatesfoundation
  19. 19. Stephenie Gloden University of Phoenix VP of Enterprise Resource Management @scgloden
  20. 20. #RelateLive Changing Lives Through Education
  21. 21. Our Manifesto
  22. 22. We Rise for our students every day, supporting their determination to succeed. 2016 University of Phoenix, Inc. All rights reserved.Uplifting. Confident. Proud. Provocative. Human. Honest.
  23. 23. Enterprise Resource Management We make sure our students can connect with the University when they want, on the channel they want, and have a better experience as a result. Dialer, IVR, Student Inquiry Management and Routing, Application Development, System Administration Interaction Management Capacity Planning, Demand Forecasting, Schedule Management, Intraday Performance Management, Channel Management Workforce Management Product, Program and Project Management Integration Services Knowledge Centered Support (KCS) Implementation and Governance, Self-Service, KB Health Knowledge Management 2016 University of Phoenix, Inc. All rights reserved.Uplifting. Confident. Proud. Provocative. Human. Honest.
  24. 24. Authentic, human connection and engagement Create or adopt operating frameworks that promote trust Harness the power of your team’s imagination Drive decision making capabilities to those closest to the customer Integrity Human Trust Autonomy Creativity Do what you say you are going to do every time 2016 University of Phoenix, Inc. All rights reserved.Uplifting. Confident. Proud. Provocative. Human. Honest.
  25. 25. 2016 University of Phoenix, Inc. All rights reserved.Uplifting. Confident. Proud. Provocative. Human. Honest.
  26. 26. Q&A
  27. 27. #RelateLive

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