As organisations strive to be customer centric, it can be easy to overlook a key missing component of a customer focused service delivery. Sumit De, Head of consultancy of TOPdesk UK will take you through how employee engagement is vital to the customer journey and how the organisation can come together to make this happen.

1. Workforce
Enablement:
The Workforce Awakens

2. Sumit R. De
Head of UK Consultancy

4. Star Wars Slide

6. Workforce
Enablement:
The Workforce Awakens

7. “Employees are expected to maintain a positive work
environment.” - ???

8. 2014 Employee Handbook

11. Agenda
Insights into
the now
Tools at our
disposal
First steps

12. Insight 1 Age of the customer

13. Forrester
“Teams must champion an
outside-in approach by adapting
the strategies of customer
experience (CX) to engage and
empathize with internal
customers”

14. Insight 2
Employee needs have changed

15. 85% of the new graduates or new workforce
entrants said employee treatment/welfare was the
most important factor when deciding which
company to work for. – Nielsen

16. Customer expectations transition into employee expectations
The workforce bring tools from their personal life into their
professional life
Investing in employee experience is key to boosting workforce
productivity
Employee needs have changed

17. Insight 3
Technology goes beyond hardware and
software

19. Key part to facilitating communication throughout the business
Provide solutions to create a connected workforce
Empower the organisation through knowledge sharing and
focus on the employee experience
Technology goes beyond hardware and software

20. Better Customer Journeys...
...But also the employee
journey

21. Improved Self Service Portal Experience

22. What can we actually support?

23. Services & Technology
Be transparent with what you can support to not let it overrun your support teams
Does it add value to employee productivity or do we already have the
technology in place?
Utilise it as an extension of your technology solutions
not an unsupported replacement

24. Communication + Connectivity
Empower IT to be an integral part of the business
Enable remote working to feel part of the workforce
Facilitate and promote interdepartmental communication channels
Enable better buy-in & influence

25. First steps
• Evaluate your current maturity
• Don’t write a blank cheque
• Proactively facilitate instead of
reactively follow
• Use workforce demand as an input into
your roadmap

26. Insights into
the now
Tools at our
disposal
First steps
Summary
Start with what is in front of you
Pay attention to the expectations of
the customer AND the workforce
Empower by providing guidance
and facilitate communication

27. Enable your team
Clients don’t come first.
Employees come first.
If you take care of your
employees, they will
take care of your clients
Richard Branson

28. Thank you for attending
Sumit R. De
blog.topdesk.com
page.topdesk.com/workforce-
enablement
@topdesk topdesk