A WorkTech Sydney 2018 presentation In March 2018, I was invited to speak alongside Miles Williams from Bupa at WorkTech Sydney. Our talk focused on the Bupa RetailNext transformation, the overlap between the customer and employee experience, and what investments in employee experience are paying off for businesses in the retail and service delivery space.

1. Behind the facade
Improving the customer experience with innovations to help
employees learn, communicate and grow
Maren Hotvedt & Miles Williams

2. • Originally from the US !
• Lead the user experience design
team at Kindred
• Co-founder and Head of Product
Design at Willow
I’m Maren

4. • Originally from South Africa "#
• Lead capability and experience
design/delivery for frontline roles
at Bupa Health Insurance
• Really, really like sneakers
I’m Miles

5. • Best practice applications
• One size fits all doesn’t always
apply
• Working in partnership to ensure
a great user experience
Why we’re here

7. Our approach
Discovery &
insights
Environment &
Customer Design
People & Customer
Experience
Execution, test &
learn

10. 4x
Increase in profitability for companies
that invest in employee experience vs.
those that don’t
— Jacob Morgan, The Employee Experience Advantage

11. 1
2
3
4
5
5 ways companies are investing in employees to
improve the customer experience

12. Setting people up for success
1

13. Cathay Pacific’s people deliver
signature travel experiences to 90,000
people a day
An incredible onboarding experience helps Cathay Pacific create brand ambassadors of more
than 1,300 new joiners annually.

14. Providing coaching in real-time
2

15. Lion’s Coaching Enabler gives field
teams a tool to support coaching
anytime, anywhere
The tool give both coaches and managers insights into how their sales calls are going
over time, and helps map that back to ongoing coaching and support.

16. Giving senior leaders firsthand
experience on the ground
Some organisations have evolved to coach the coaches. We’ve created a tool to help
senior leadership book and reflect on experiences working on the frontline, alongside
their service delivery colleagues.

17. 3
Knowledge sharing is caring

18. 42%
of service agents are unable to
efficiently resolve customer issues due
to disconnected systems, archaic user
interfaces, and multiple applications
— Forrester

19. Supporting frontline staff with
information at their fingertips
They’re asking how they can ensure that the people closest to the customers have all the
information they need, in real time, and on the devices available to them.

20. Tackling the illusion of communication
4

21. It gives the corporate team a direct channel to support the shop using social media,
and any website issues can be flagged up to headquarters to fix instantly.
Lush uses Slack to give retail employees
a real time direct line to headquarters

22. It gives the corporate team a direct channel to support the shop using social media,
and any website issues can be flagged up to headquarters to fix instantly.
Lush uses Slack to give retail employees
a real time direct line to headquarters
Using Confluence Questions, Atlassian gives employees the ability to crowdsource
answers to questions from anyone in the company.
Atlassian lets employees decide what
they need to know

23. Perfomance management
5

24. Success for us is Being Bupa

25. People & Customer Experience
Our approach
What and how we measure:
Store
Team
Individual
= How we
profile
How we
recruit
How we
onboard
How we
coach
How we
measure

26. mhotvedt@withkindred.com
linkedin.com/in/marenhotvedt/
Maren Hotvedt
Kindred, Head of Design
Miles.Williams@bupa.com.au
linkedin.com/in/mrmileswilliams/
Miles Williams
Bupa, GM Capability & Transformation