This seminar will provide insights on analytics-based assessments of workforce diversity and guide organizations on how analytics can provide a new ‘system of record’ for workforce diversity measurements and assessments. At the end of this seminar, participants will be able to: a. How analytics can provide a ‘single source of truth’ for workforce diversity metrics and assessments b. How workforce analytics can provide a conduit to organizational transformation c. How workforce analytics can support inclusion initiatives in global workforces d. How HR executives can message the strategic value of Diversity in the age of digital transformation

1. A Fresh and Objective Assessment of Workforce Diversity
A Qualitative and Quantitative Approach to
Diversity Assessment
Seminar 2506 Presenter: Jem Pagán

2. This seminar will provide insights on analytics-based assessments of
workforce diversity and guide organizations on how analytics can provide a
new ‘system of record’ for workforce diversity measurements and
assessments.
Seminar participants will explore:
1. How analytics can provide a ‘single source of truth’ for workforce diversity
metrics and assessments
2. How workforce analytics can provide a conduit to organizational
transformation
3. How workforce diversity analytics will support the continuous adoption of
diversity as a value-driven business strategy
Seminar Overview

3. • Diversity is often viewed as a subset of the organizational workforce and
is often assessed and managed as an initiative
• The Qualitative assessment of diversity can be very subjective
• Diversity initiatives are for the most part a voluntary practice on the
part of organizations
• There is no generally accepted consensus on how to measure diversity
• Diversity continues to rest on ‘Perceived Value’
3
Qualitative Assessment of Diversity

4. • Diversity goes beyond the inclusion of historically disenfranchised
members of our society to also include ‘Respecting and valuing’ the
differences present within our workforce
• Assimilation – What are the cultural, religious and orientation
sacrifices necessary to obtain inclusion through assimilation?
• Can Qualitative Assessments of diversity based on the level of
assimilation alter the qualitative assessment of Diversity?
4
Qualitative Assessment of Diversity

5. Diversity of Thought
Is ‘Diversity of Thought’ the Ultimate Outcome of Diversity
Initiatives?
Can Diversity be assessed and measure within the
assimilated culture of the workforce?
Seminar Survey

6. 2.5x
Revenue
Growth
Improving Company Culture Works
+300%
Stock
Performance
• Companies with engaged employees vs competitors with low engagement levels enjoy 2.5x more revenue
growth. (The Hay Group: http://www.haygroup.com/en/our-library/whitepapers/new-rules-of-engagement-
report/)
• Since 1998, 100 best traded companies consistently outperform major stock market indices by 300%
o Companies with engaged employees outperform those without by up to 202%. (Source: Dale Carnegie)
o $11 billion is lost annually due to employee turnover (Source: Dale Carnegie)

7. However…Employees Are
55 %
Dissatisfied
87%
Disengaged or
Indifferent
• 55% of US workers are dissatisfied with their jobs (Source: Gallup) and 81% of tech workers are not satisfied
with their jobs (Source: TinyPulse))
• (87% of employees consider themselves disengaged or indifferent in their jobs – Source: Gallup)
• 13% of employees consider themselves “highly engaged” in their jobs (Source: Gallup)
• "Companies with engaged employees outperform those without by up to 202%." (Source: Dale Carnegie)
• 54% of employees would recommend their company to a friend (NPS score – source:)
• $11 billion is lost annually due to employee turnover (Source: Dale Carnegie)
• $2.5 billion market size = 500k US businesses >100 employees, ASP of $5k/year
95% of companies we spoke with said that culture is in their top 3 priorities for 2016

8. “Your customers won’t love your company
until your employees love it first.”
– Simon Sinek

9. Integrating Qualitative and Quantitative
Measurement of Diversity
1. Engage with Employees
Engaging and personable
artificial intelligence,
interacts with employees,
remembers conversations,
and is viewed as part of
their team
2. Listen Continuously
Frequent check-ins with
employees provide real-
time insights and
sentiment, derived from
questions about morale,
relationships and more
3. Manage the Employee
Experience
The AI answers employee’s
questions on company
topics, such as benefits, to
improve productivity,
employee satisfaction and
retention
Companies require real-time methods to measure and improve company culture
“Introducing Bot Technology into the HR practice”
Moving beyond organizational surveys to real-time systems of feedback

10. Can I Trust an Analytics HR Feedback System?
• What is the benefit of interacting with an (AI) HR Representative?
• There are times when employees want to provide feedback, but are concerned about giving feedback face-
to-face.
• Organizations want to provide a trusted way for employees to provide confidential feedback. An (AI) system
can communicate with employees directly while keeping their responses confidential
• Should managers see my responses?
• All responses should be collected and stored confidentially. The company policy of privacy will mandate
confidentiality for individual responses and as a practice should not see data in group sizes smaller than 5
people
• Will the AI take the place of being able to talk to a human being in HR?
• No! Organizations value time with each individual employee. AI will help facilitate decisions the companies
make to ensure they are providing a good working environment for everyone at the company.
• Will the AI take my job?
• This AI is specifically programed to do one job that pertains to improving the employee experience. So, no,
the AI will not take your job
• How can I trust this AI?
10

11. 1. Confidentiality
All employee answers and responses to the AI
are kept confidential
2. Transparency
Employees will see the same data and reports
that companies and leaders see
3. Action-oriented
Clear and concise analysis means companies and
leaders can take action on the valuable feedback
employees provide
11
AI Building Trust with Employees

12. How Does It Work?
AI system interacts with
employees
1
Real-time pulse on employee morale and engagement
• Conversational artificial intelligence
communicates one-on-one with employees
• AI increases response rates through
interactions
• AI Asks employees questions on a schedule
set by you
• AI maintains anonymity, so employees can
provide honest responses and feedback

13. How It Works: Continuous Listening
2
• Establish baseline metrics from data that
the AI collects
• Analyze metrics to help customers
understand where to focus their efforts
• Compare your results with our benchmarks
metrics
• Reveal answers to questions you aren’t
asking, based on feedback and sentiment
analysis
Superior insights based on rich data sets
AI system collects data from
employee interactions

14. How It Works: Detailed Analysis
3
• The ability to Drill down into each culture
principal to see trends
• Evaluate open feedback that the AI collects
to further understand your team’s well-
being and needs
• Review sentiment analysis (see next slide)
• Find matching trends and feedback, or
• Use the AI to send your own questions to
dig in deeper
Take action based on results &
metrics
Create Your Own Questions
Morale

15. How It Works: Feedback & Sentiment Analysis

16. How It Works: Employee Q&A
4
• Upload your key company documents
(diversity, policies, handbook, benefits, etc.)
• The AI engine reads and parses the documents
• Employees asks the AI their important
questions
• Employees win: real-time answers to their
questions
• Company wins: higher productivity, retention
and employee satisfaction
Employee Concierge AI
Employee to AI Q&A
Upload Documents

17. Better Data Quality Better Insights
AI Traditional AI Traditional
• Consistent data collection from
conversational AI
• Ongoing conversations enable
constant data capture, creating
massive, unique and actionable
data set
• Data capture becomes more
targeted as the AI becomes
smarter about each employee
• Annual surveys return snapshot
at one point in time
• Employee surveys can lead to
survey fatigue
• Employee’s comments can be
difficult to analyze in aggregate
• Standard metrics from data
• Analyze metrics to help
leadership understand
where to focus their efforts
• Reveal answers to questions
you aren’t asking, based on
sentiment analysis vs self-
reporting
• Standard metrics and
analysis
• Detailed statistical analysis
of results
Immediate Impact Maximize Employee Engagement
AI Traditional AI Traditional
• Immediate/real-time results
• Supports aggregated top down
company-wide changes
• Personalized interventions for
maximum and immediate impact
• Offer tips and suggestions
conversationally, boosting
employee empowerment
• 2-6 months to complete an
annual engagement survey cycle
• One-time set of action items
from annual survey
• Supports top down changes only
rarely achieve intended impact
due to aggregated data
• 1-on-1 communication
• Provide specific and unique
communication to each
individual
• Variety: AI produces tailored
communication connecting
to each and every employee
at a personal level
• Standardized format
• One communication to all
employees

18. Serving more than 8,000 clients globally, The Predictive Index (“PI”) is a
simple methodology that allows businesses to understand what drives
their people so they can take them where they want to go.
Business Goals:
• Measure organizational culture on a real-time basis: Inclusion
• Improve feedback loop with employees, to ensure the company
responds quickly to challenges in the organization
Results (example):
• Company X measured a massive drop in morale over a 2-week
period and identify the root cause – communication challenges.
Quickly addressed the issues, collaborated with employees,
resulting in a rapid return to normal morale levels
• Company X conducted an annual engagement survey, resulting
in measures virtually identical with the AI system, validating its real-
time approach
CASE STUDY
Solution: Organizational Culture

19. CASE STUDY
Solution: Employee Self-Service Q&A
Customer Profile:
Large technology company with 10,000 worldwide employees. Viewed as a leader in employee
engagement and a great place to work.
Challenges:
• Employees generate 10,000 ”HR help” tickets every quarter, ranging from benefits to internal
policy questions.
• Company has created 10+ portals, containing information to help employees, but the
employees don’t go to the portals
• Instead, employees call HR, which required the company to build a 15-person call center
• In addition, the 4,000 questions that can’t be handled by the agent are put into a ticketing
queue (think IT helpdesk), and employees wait 4-48 hours for a response.
Solution:
• Zeal’s “self-service” chatbot is made available to employees 24/7 to serve as tier 1 employee
service agent
• Zeal’s AI ingests all of the company’s benefits and other internal documents
• The AI is trained by Zeal and the company’s subject matter experts
• Result: Employees ask the AI questions and receive answers in real-time, greatly improving the
employee experience.

20. CASE STUDY
Solution: Employee Training
Customer Profile:
Mid-sized community bank in the middle Atlantic with standard banking services such as checking
accounts, personal loans, mortgages, etc.
Challenges:
• A team of 150 customer-facing representatives need to stay educated on bank’s guidelines
and procedures, in addition to general banking regulations
• One-time training when the employee is hired is great, but employees need constant refreshing.
• The bank provides a wide variety of services and it make take years for a customer service
representative to learn how to do everything.
• Information on policies and procedures are in portals and pdfs, with search as the primary
interface. Search requires the user to have the judgement to select the correct search result.
Solution:
• Zeal’s chatbot serves as a real-time training tool for customer service representatives
• Employees ask the chatbot questions such as “how do I open a checking account”. Zeal’s AI
either provides a direct answer, or walks the employee through a workflow process to get to an
answer
• The AI is trained by the bank’s subject matter experts to ensure quality and accuracy
• Result: More productive employees, ultimately resulting in happier customers, who receive faster
service from these knowledgeable customer service agents, and

21. CASE STUDY
Solution: Customer Q&A
Customer Profile:
Hyper-growth financial services company, serving low-income, low-credit, and/or unbanked
customers mostly via mobile applications.
Challenges:
• The company has 100,000s of customers
• These customers have little to no experience with banking, credit cards, debit cards or other
facets of the banking system
• Customers who have questions call a large call center, which needs to be staffed with
people with domain expertise in banking.
• The result is an expensive call center and mixed experiences for customers.
• Customers may not be native English-speakers, and need a lot of handholding for things that
seem second-nature to most of us, such as credit-cards
Solution:
• Zeal’s chatbot serves as a real-time Q&A for customers using the company’s mobile
application tool for customer service representatives
• Company provides a massive database of questions and answers, which needs to be
constantly updated as policies or regulations change.
• Chatbot parses natural language questions, which can be in broken English, to ensure the
answer matches what the customer needs.
• The AI is trained by the company’s subject matter experts to ensure quality and accuracy
• Result: Increased level of customer satisfaction and higher retention rates

22. CASE STUDY
Solution: Open Enrollment Guide
Customer Profile:
One of the largest benefits provider in the US, serving thousands of companies and millions of
employees.
Challenges:
• The annual open enrollment period is a source of massive stress and confusion for employees
working in companies in the USA.
• As complexity increases, employees making individual or family benefits decisions gets harder
and harder
• Employees who struggle with benefits documents and portals (most of us!) have to resort to
calling benefits providers to make sense of all the choices.
Solution:
• Zeal’s “self-service” chatbot provides a guided, fun, interactive experience to help reduce stress,
confusions and complexity
• Zeal’s AI guides the employee through a complex workflow of questions and answers, ultimately
“scoring” the different benefits choices and making recommendations
• All scoring and recommendation algorithms are based on the company’s judgment – the AI
does NOT guess or give opinions.
• Result: Happier, more productive employees, who spend far less time on selecting benefits.

23. Jem Pagán
jem@bluskyconsulting.com
http://bluskyconsulting.com/
@bluskyconsulting
Mark Somol
mark@zeal.technology
http://zeal.technology/
@zealculture