A resounding theme at IBM Insight this year is the growing desire of companies to evolve into customer-centric organizations. Much of the discussion understandably revolves around using analytics to collect, understand and make decisions about customer acquisition and retention.
However, a critical foundation for customer engagement is something much closer to home—specifically, the employees that interact with customers. And, just as importantly, the way employees engage within the organization is something that can be carried outside into the market. These themes were highlighted in Tuesday’s Insight session “Optimizing Your Workforce Through Behavior Analytics”.
Employee analytics can reveal meaningful insights in the workplace and lead to substantive improvements, such as faster time to market, improved win rates, increased customer satisfaction and greater operational efficiency. Taken as a whole, these analytics capabilities allow organizations to reach new levels of sophistication in assessing employee engagement.
A recent IBM enterprise social-adoption study found that of five key social entry points in the enterprise, at least three of them were employee-focused: internal and external collaboration; building, educating and protecting the workforce; and finally, on mining community expertise.
What is also apparent is that for adoption, organizations must focus on repeatable business patterns for implementation and adoption across the enterprise. This allows them to dynamically track repeatable and measurable people interactions. An example of this is in the area of predictive hiring, where companies can proactively search out best-fit talent for specific positions based on technical and behavioral skills and cultural fit, and fast-track the onboarding process for new talent.
Another great example is the analytics of workforce engagement, which IBM itself has implemented through a social analytics dashboard that lets employees and managers measure social activity, community reaction to shared content, eminence within the community and the quality of their networks. This allows them to change their social interactions to meet their personal and business goals. As adoption of these types of capabilities increases throughout organizations, it optimizes the workforce and increases both productivity and satisfaction to ultimately deliver better customer experiences.
Previously published on Social Business Insights, October 29, 2014