we're all in this together: managing the employee-to-employee relationship

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We’re All In This Together: Managing the Employee-to-

Employee Relationship

Kristin KwasnikSenior Customer Account ManagerZendesk

Marcus JessupEnterprise Sales ManagerZendesk

Trevor SeatonSr. Project ManagerBill & Melinda Gates Foundation

Stephenie GlodenVP of Enterprise Resource ManagementUniversity of Phoenix

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.

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THE NEW ERAOF CUSTOMERRELATIONSHIPS

Everyone is a customer of someoneSales

Legal

Engineering

Facilities PartnerSupport

HRIT

Marketing Manufacturing

Finance

Customer Support

Customer Issue New EmployeeNew Product

Employee expectations have changedinstant responses

fast, personalized servicegreat experience dealing with your employer

Human capital & employee experience remains a top CEO challenge

The Rise of the Contingent Workforce

50% of Fortune 500 workforce

will be contingent by 2020

Maintain TrustA Cyclical Relationship

One Goal

Trevor Seaton MBA, PMP

Bill & Melinda Gates FoundationIT Senior Project Manager

TrevorSeaton

Starting with the Customer…Amplifying the Mission

“If you want to go fast, go alone.But if you want to go far, go together.”

We Are Making Big Bets for the Future

Increasemarket access

Decreasechildhood mortality

Improve cropproductivity

Defining the Digital Foundation

Social

Mobile

Analytic

Cloud

Acting as a Digital Foundation

Connect TransactAmplify

Starting with the Customer

Strong relationships help us:• Build our capacity to innovate• Apply technology to solutions• Scale quickly and reliably

"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

Stephenie GlodenUniversity of PhoenixVP of Enterprise Resource Management@scgloden

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Changing Lives Through Education

Our Manifesto

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.

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.

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.

2016 University of Phoenix, Inc. All rights reserved.Uplifting. Confident. Proud. Provocative. Human. Honest.

Q&A

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