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GCO ©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. GCO Technology Solutions & Operations Strategy October 2014 For questions, please contact Andy Yasutake @ [email protected]

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Page 1: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

GCO Technology Solutions & Operations StrategyOctober 2014

For questions, please contact Andy Yasutake @ [email protected]

Page 2: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

Dream Big Get shit done

Know how to

have fun

Where can GCO go if we Dream Big?

1

Page 3: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

Chapter 1: What do customers expect?

Chapter 2: Where are we today?

Chapter 3: Where do we want to go?

Chapter 4: How do we get there?

Contents

Page 4: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

Chapter 1: What do customers expect?

Customer Experience Industry Trends

Page 5: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 4

By 2016, one in four will own two

or more mobile devices, and

about 9% will own three or more.

98% of consumers move

sequentially between screens

and devices to complete a task

By 2018 there will be more than 10

billion mobile-connected devices;

1.4 mobile devices per capita

Reviews and Word of Mouth are

increasing their influence on consumer

trust (3-5X more than TV/radio ads)

80% of consumers are more

likely to recommend a brand

that offers a simpler experience

Sources: Accenture, Interbrand, Juniper Research, Google, Jack Morton

4

Chapter

1 2 3 4The Customer is changing in the Internet Age

GCO 4

44% of consumers have higher

customer service experience

expectations than one year ago

Page 6: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 5

Customers

are empowered

Delight and disdain

will be broadcast

Switching is easier

than ever

Platforms and

devices change

the playing field

Media, devices and

platforms continue to

be democratized

Pace of technology

and device innovation

is unprecedented

There is a new

face of competition

New digital competitors

are re-imagining services

New partnerships and new

ecosystems being formed

Engagement is

on their terms

The “funnel” is not linear,

nor circular

Lines are blurring

between marketing,

commerce

and service

5

Customer Expectations

Chapter

1 2 3 4Digital realities are always online

GCO 5

Page 7: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 6

DELIGHTING YOUR

CUSTOMERS

Understand your customer to

design delightful multi-channel

experiences and services

Relevant, Elegant, Simple

RE-ORIENTING

YOUR BUSINESS

Transform the business and

operating models towards

customer-centricity and agility

while infusing innovation and

analytics into the core culture

Effective, Agile, Delivers ROI

FLEXING YOUR

PLATFORM

Power the business and customer

experiences by optimizing the

marketing, content, and commerce

technology and operations —

scaled as needed to perform

Robust, Scalable, Deployed Fast

Exceeding customer expectations

requires key elements

Chapter

1 2 3 4

6

Page 8: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 7

Time

Bu

sin

ess B

en

efits

Disrupt

New products and services

Redefined customer expectations

New distribution models

New value propositions

Differentiate

New customer experience

Pivot business model

using digital

Optimize

Defend your core business

and meet customer expectations

Unlock efficiencies for

customer interactions

Customer

Business

Platforms

By combining these elements,

breakthrough outcomes are possible

Chapter

1 2 3 4

Page 9: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 8

DisruptDifferentiateOptimize

Differentiated and

Personalized Experiences

Design experiences to match budget and need

No more one-size-fits-all!

4

Redefine Customer Service

Workforce

Maximize the value of every touch and rethink roles and functions

It’s the doctor that makes the difference!

3

More “Do it Yourself”--Channels

Optimize processes and take advantage of emerging channels

2

Help me help myself!

Increased Customer

Control

Give me control and I won’t risk losing it!

5

Put the power in customers hands

Tighter Channel Integration

1

Don’t make me repeat myself!

Move from multi-channel

to cross channel,

integrating digital

channels

Adopting service capability trends can drive

business results

Chapter

1 2 3 4

Page 10: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 9

What opportunities does LinkedIn have to

differentiate itself from the industry?PersonalizationSelf-ServiceChannels

Providing members with a

differentiated and personalized

experience on LinkedIn.com, the

help center, and during issue

resolution

Expanding chat to more

LinkedIn.com pages and member

flows to increase member

engagement

Providing phone options to select

customers with click-to-call and

call back capabilities

Potential Opportunities

Chapter

1 2 3 4

Accessibility

Page 11: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 10

Google

Facebook

Twitter

Box.com

Apple

Amazon

Zappos

eBay

Minimalist Moderate Significant

Friendly, brand-building

experience

Lack of product

knowledge; slow

Fast, efficient,

knowledgeable

Non-inspirational

experience

Efficiency

Experience/

Empathy

Pinterest

DropboxTechcrunchMashable

Indeed

PayPal

Customer Service Delivery

LinkedIn?

Chapter

1 2 3 4Internet companies provide varying levels of

customer service in line with their brand promise

Page 12: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 11

Minimalist

Service relatively unimportant

to brand promise or competitive

differentiation.

SignificantModerate

Service an important component

of offer, but not a core element of

experience or brand.

Service is key differentiator

and integral to the brand

promise.

The Customer Service Continuum Today

Global Customer Operations’ Journey

GCO is a key enabler of the customer lifecycle to drive engagement and maximize value among members

and customers

LinkedIn continued to invest in customer operations with a mission to Educate, Empower, and Engage

customers so they can maximize their experience

GCO formed with 11 employees in Omaha and grew to almost 500 employees globally in eight years

GCO moved from the LinkedIn Product Organization to LinkedIn Marketing

Chapter

1 2 3 4Where do we want to be?

Page 13: Simplify[in] - GCO Technology and Operations Strategy Oct2014

CHAPTER 2: Where are we today?

Current State

Page 14: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

Opportunity to Improve the Member Experience

13

1 2 3 4

ChapterChapter

0%

20%

40%

60%

80%

100%01-1

2

01-1

9

01-2

6

02-0

2

02-0

9

02-1

6

02-2

3

03-0

2

03-0

9

03-1

6

03-2

3

03-3

0

04-0

6

0

SLA % by Queue Group

4-1

3

04-2

0

04-2

7

05-0

4

05-1

1

05-1

8

05-2

5

06-0

1

06-0

8

06-1

5

06-2

2

06-2

9

07-0

6

07-1

3

07-2

0

07-2

7

Enterprise Free Premium

Mobile % of Total

Members expect more

consistency in service

Members are engaging

LinkedIn differently

SLA’s are often below 85% target and

inconsistent

Agent productivity is highly variable due to

manual processes and inherent knowledge

Forecasting demand and scheduling

resources are challenging due to lack of

visibility and data availability

~4% of cases are originated from mobile

devices; however, ~50% of member

activity is via mobile “Mobile Moment”

Members are demanding more high touch,

real-time interactions (95% chat CSAT)

450,000 members per month want to

interact via chat but only 4% are serviced

Page 15: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 14

GCO Strategic Capability Framework: Current State

Member & Customer InteractionOnline Self Service Help Center Community Forums

Comm. Mgmt.

Interaction Channels Freeform Email Social MediaWeb Form Voice

Language SupportMember Facing Comm. Interaction Routing

Chat

Operations SupportKnowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMOProductivity Mgmt.

Task Tracking

Scheduling

Performance Mgmt.

Coaching and Quality Mgmt.

Training

Reporting

Transactional Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Service Metrics GCO Insights

1 2 3 4

Chapter

Operations Mgmt.

Product Operations Mgmt.

Service CRM

Consumer Advocacy

Trust and Safety Operations

Ad SupportGeneral Support Acq & RetentionEnterprise Services

OnboardingBilling Provisioning

Trust Ops. RegulatorsInvestigations

General SupportSocial Support

Safety Center

Forecasting

Project Delivery Mgmt.

Portfolio Mgmt.

Change Mgmt.Operational

Efficiency

Chapter

Product OpsTech Services Voice of Member

Page 16: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 15

GCO System Landscape: Current State 1 2 3 4

Chapter

Back End Developer

CA/TnS Interaction Channels ES Interaction Channels

Web

Form

Service

Chat

Freeform

Email

Routing

Shoretel

IVR

Knowledge Mgmt

DZoneSFDC

KnowledgeWiki

Collaboration/Communication

JabberWebexChatter

Agent Workspace

Oracle Service Cloud (RNT) SFDC Service Cloud

Linguist

NowLomaweb

Spredfast

Hulk

Operational DataAnalytical Data

Member

Site DataAquaChain

Data Warehouse

Tesla Tableau Microstrategy

GithubAquadata

Studio

Workforce Mgmt

Oracle

ERPTimeforce

Time

TrackerTeleopti

Legend

Capabilities Owned by

GCO

Oracle RNT SFDC Other Apps

Automated

Manual

CS Tool

PMO

CATO

Freeform

Email

RNT Business Rules Engine SFDC Business Rules Engine

Acquisition Chat

Custom

Fill Inbox RNT

Analytics

RNT Knowledge

Avg Handle Time

Fill Inbox

(Universal

Queue)

Productivity Mgmt

TexterPhrase

Express

MS

Office

Google

Docs

Admin

Tight

VNC

Contact

API

VoiceVoice

Jira

Cisco

Desk

Phone

Easy BI

Web

Form

Sidebar

go/[ ] Chatter

HotkeysQuick

TextZycos ClicktoolsDocusign

Bridge

Voice

CTI

Adapter

Interaction

Log

World

Server

LinkedIn Mail Servers

Barracuda

Online Self-Service

Consumer Help Center

Community

(Dzone)

Safety

Center

Flagship App Help

CenterSocial

Sales Navigator

Help Center

Recruiter Help Center

Bulk Admin Help Center

Connected App Help

Center

Job Seeker App Help

Center

Sales Navigator App Help

Center

Direct

API

MS

Outlook

RNT

Mailer

Remote Tools

VDICisco Any Connect

VPN

Sprint SmartView

Display

Fusion

Crash

Plan Pro

Shoretel

Outbound

MS Visual

StudioSmart

Sheets

MS

Office

Google

Docs

Multiple help centers are difficult to maintain and leads to an

inconsistent customer experience. Manual processes in case management due to lack of integration between the two CRM systems. This

causes difficulty in case transfers, a disjointed customer experience and poor reporting.

Member

research is

manual and

difficult

because CS

Tool not

integrated

with either

CRM system

seamlessly.

Minimal

visibility of

member

information

when

resolving

cases

degrades

the support

experience.

Inconsistent knowledge across multiple sources causes variances in case resolution

times and variability for the member experience.

Agents are

required to

enter data

into

multiple

time

tracking

tools which

are not

integrated.

The

scheduling

process is

labor

intensive

and not

efficient.

Data is

difficult to

access and

quality is

poor

leading to

varying KPI

targets and

reporting

methods.

Page 17: Simplify[in] - GCO Technology and Operations Strategy Oct2014

CHAPTER 3: Where are we going?

Future State Vision

Page 18: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

Guiding Principles 1 2 3 4

Chapter

17

With a focus on Members First, these guiding principles helped drive the recommendations

Chapter

SIMPLIFYFocus on reducing complexity when designing solutions

INTEGRATEIntegrate systems to work together seamlessly

AUTOMATEAutomate manual processes that have the greatest impact on efficiency

SCALABLEBuild solutions that will scale with members and can adapt as

LinkedIn grows

LEVERAGELeverage existing tools and reduce duplicative functionality

FLEXIBLEMinimize customization and utilize best to breed solutions

Member Experience

Simplify

Scalable

Integrate

Automate

Leverage

Flexible

Page 19: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

Service Expectations for Members and Customers Continue to Rise

Members’

Experience

VarianceTime

Negative

Interactions

Positive

Interactions

Reactive

CS Tool Expansion

Escalation Tracking

Social Media Case

Integration

SFDC and RNT Integration

Emulation/Simulation

ProactiveAutomated Billing

Automated Onboarding

Geo FencingMember Services

Proactive Issue Notification

Globally scaling Reactive and Proactive service capabilities will help enable consistent customer

experiences aligned with the LinkedIn Brand promise

1 2 3 4

ChapterChapter

18

Page 20: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

GCO Strategic Capability Phases

“Service

Excellence”

“Best in

Class”

1 2 3 4

Chapter

“Brilliant at

the Basics”

• Deliver consistent service levels at target or better for sustained periods

• Increase automation and integration for case management

• Improve resource forecasting, scheduling, and planning across all GCO ops functions

• Focus on improving employee engagement and satisfaction with their tools

• Consolidate multiple Help Centers into an integrated platform scaled to support LinkedIn

• Expand interaction channels for our members and customers

• Introduce Rich media and interactive content

• Increase cost efficiencies and minimize productivity churn

• Scale to meet emerging market needs as LinkedIn grows

• Best in Class Service Levels

• Leverage the Community

• Integrated Single view of the Customer

• GCO as a Proactive Value Center

19

Chapter

Simplify

Integrate

Automate

Scalable

Leverage

Flexible

Page 21: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

“Best in

Class”• Predictive Analytics

• Business Rules Engine

• Social Media

Engagement

• Interaction Analytics

• Advanced Performance Mgmt.• Member Services

20

GCO Strategic Capabilities Framework 1 2 3 4

Chapter

“Service

Excellence”

Add ValueDeflection EfficiencyPrevention

• Automated Proactive

Service

• Multichannel Service Delivery

• Advanced Global Routing

• Simplified Research

• Enhanced Content Mgmt.

• Enhanced Knowledge Publishing

• Enhanced GCO Reporting

• Enhanced Fraud Investigation

• GCO Master Data Mgmt.

• GCO Transactional Reporting

• Voice of the Member

Chapter

“Brilliant at

the Basics”

• Consolidated Help

Center for Consumer

and Enterprise

• Integrated GCO Case Mgmt. System

• Optimized Agent Workspace

• Enhanced Workforce Optimization

• Centralized Knowledge

• Standardized Knowledge Mgmt.

Workflow

• Data Quality

• Global Program Mgmt. Office

• Standardized Service Metrics

Page 22: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 21

GCO Strategic Capability Framework: Current State

Member & Customer InteractionOnline Self Service Help Center Community Forums

Comm. Mgmt.

Interaction Channels Freeform Email Social MediaWeb Form Voice

Language SupportMember Facing Comm. Interaction Routing

Chat

Operations SupportKnowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMOProductivity Mgmt.

Task Tracking

Scheduling

Performance Mgmt.

Coaching and Quality Mgmt.

Training

Reporting

Transactional Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Service Metrics GCO Insights

1 2 3 4

Chapter

Operations Mgmt.

Product Operations Mgmt.

Service CRM

Consumer Advocacy

Trust and Safety Operations

Ad SupportGeneral Support Acq & RetentionEnterprise Services

OnboardingBilling Provisioning

Trust Ops. RegulatorsInvestigations

General SupportSocial Support

Safety Center

Forecasting

Project Delivery Mgmt.

Portfolio Mgmt.

Change Mgmt.Operational

Efficiency

Chapter

Product OpsTech Services Voice of Member

Page 23: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 22

Operations Infrastructure

GCO Strategic Capability Framework: Future State

Member & Customer InteractionOnline Self Service Help + Safety Center Community Forums

Comm. Mgmt.

Interaction Channels SMSSocial MediaWeb Form Voice

Language SupportMember Comm. Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product OpsTech Services

Operations SupportKnowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity Planning

Performance Mgmt.

Incentive Compensation Mgmt.

Coaching and Quality Mgmt.

Training

Reporting

Scheduling Change Mgmt.Operational

Efficiency

Co-browseVideo

Enhanced

New

Apps Support

Voice of Member

Business

Rules

Forecasting

Proactive Service

Reactive Service Ad SupportGeneral Support

Acq & Retention Onboarding

Billing

Provisioning

General SupportSocial Support TnS Ops

Risk Mgmt. Fraud Invest.

Transactional Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized Service

MetricsPredictive Analytics

Data Mgmt.

GCO Master Data Mgmt.

GCO Insights

Architecture

Solution Architecture

Data ArchitectureGCO ReportingGCO Trans. Reporting

Enhanced

Data Quality Mgmt.

Social Engagement

1 2 3 4

ChapterChapter

Page 24: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 23

GCO System Landscape: Future State 1 2 3 4

Chapter

Back End Developer

Interaction Channels

Knowledge Mgmt

Knowledge Hub*

Agent Workspace

HulkGithubAquadata

Studio

Legend

Capabilities Owned by

GCO

Oracle RNT SFDC Other Apps

Automated

Manual

PMO Admin

Tight

VNCJira

Online Self-Service

Community

Forums Social

RNT

Mailer

Crash

Plan Pro

MS Visual

Studio

Web

FormChat

Voice

Direct

APISMS Video

Click-to-

Call

Co-

browse

Apps

SupportCall

Back

Communications Mgmt.Advanced Global Routing Voice Tools

CTI

Adapter

Interaction

LogGlobal Cross Channel Routing Engine*

Cisco

IVR

External

Communications

WebexCisco

Desk

Phone

Translation

Linguist

Now

Remote Tools

Virtual

Desktop

Cisco Any Connect

VPN

Sprint SmartView

Collaboration

Jabber Email

Data Mgmt.Data Warehouse

Member

Site DataHadoop Terradata

Integrated Reporting Tool (Tesla)*

World

Server

Project and

Portfolio Mgmt

Suite*

Optimized UI

Hybrid Service CRM

GCO Case Master

Reactive Service

(Oracle Service Cloud RNT)

Proactive Service

(SFDC Service Cloud)

CS Tool

Productivity Mgmt

Integrated Time

Tracking and Payroll*

HotkeysIntegrated

Macro

Tool

MS

Office

Forecasting and

Scheduling (Teleopti)*

Google

Docs

Display

Fusion

Voice of Member

Voice of Member

Platform*

* Solution and Vendor to be Decided

Help + Safety CenterIntegrating the two CRM

systems, creating a case

master for the backend,

and separating reactive

(RightNow) and proactive

work types (SFDC)

Continuing

integration of

CS Tool with

the CRM

platforms.

Allowing faster,

easier access

and viewing of

customer data

across all work

types

Creating a single integrated content hub for all users of knowledge that provides the

ability to connect to multiple sources of knowledge

A unified help

center solution

for consumers

and enterprise.

Consolidating

all existing

content and

migrating the

Integrated Help

Center Interface

to the LinkedIn

Platform (Play)

Integrating task

tracking and

improving the

simplicity for

agents.

Advancing

forecasting and

scheduling for

GCO leaders

Page 25: Simplify[in] - GCO Technology and Operations Strategy Oct2014

CHAPTER 4: How do we get there?

Roadmap

Page 26: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 25

Building a “Best In Class” Customer Operations 1 2 3 4

ChapterChapter

Create a unified Help Center experience

for members and customers

Build tighter integration with the Service

CRM and agent workspace

Standardize the knowledge

management process and centralize the

interface for agents

Expand and enhance productivity

management of agents

Proactively connect with members to

provide value add services

Page 27: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

Advanced Global Routing

Global Program Mgmt. Office

Consolidated Help Center (consumer + enterprise)

Multichannel Service DeliveryMultichannel Service Delivery

26

Strategic Capabilities Roadmap

201820162015 2017

Best in

Class

Service

Excellence

Brilliant at

the Basics

Advanced Global Routing

Multichannel Service Delivery

Social Media Engagement

Standardized Knowledge Mgmt. Workflow

Data QualityStandardized

Service Metrics

Voice of the Member

Simplified Research

Global Program Mgmt. Office

Enhanced Fraud Investigation

Advanced Agent Performance Mgmt.

Member Services

GCO Master Data Mgmt. (MDM)

Near Term: Year 1 Mid Term: Year 2 Long Term: Year 3

Optimized Agent Workspace

Expanded Workforce Mgmt.

Enhanced Workforce Mgmt.

Enhanced Content Mgmt. Enhanced Knowledge Publishing

Business Rules EnginePredictive Analytics

Interaction Analytics

GCO Transactional Reporting

Enhanced GCO Reporting

Chapter

1 2 3 4

Optimized Agent Workspace

Simplified Research

Consolidated Help Center (consumer + enterprise)

Automated ES Back Office Services

Integrated GCO Case Mgmt. Systems

Centralized KnowledgeCentralized Knowledge

Page 28: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

Executive Summary: Key Recommendations

27

1. Consolidate Help Center for Consumer and Enterprise

• Create a unified online self service portal, consolidating all existing help centers with Marketing and Sales Solutions

content

• Migrate online self service portal to the LinkedIn platform (Play)

2. Integrate GCO Case Management Systems

• Integrate the two core CRM systems, create a GCO case master and separate reactive and proactive work types

for the system best optimized for that service

3. Enhance Global Workforce Management

• Simplify and expand agent activity tracking across all GCO groups

• Advance scheduling, forecasting and capacity planning for GCO leaders

4. Standardize and Centralize GCO Knowledge

• Create a single integrated knowledge hub for all users of GCO content that provides the ability to connect and

search multiple sources of knowledge

5. Simplify Member Research

• Expand integration of CS Tool and GCO systems with access to customer data across all work types and devices

6. Expand Proactive Services

• Provide proactive value added services for members

• Implement business rules systems that govern the flow of information between people, process and technology

Page 29: Simplify[in] - GCO Technology and Operations Strategy Oct2014

Appendix

Page 30: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 29

Operations Infrastructure

Brilliant at the Basics – Near Term (1 of 4)Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Consolidated Help Center for Consumer and Enterprise: A unified

help center solution that scales across LinkedIn’s business units,

products, functions and customer/member types

Integration with LinkedIn: Migrate all existing content from Oracle RNT to

LinkedIn stack (Play Platform). Integration of search topics into the LI site

search. Improve access from site (& apps) to support content.

Discovery & Availability of Marketing, Support, and Learning Content:

Ensuring that relevant content is as easy to locate and examine for

members/customers as possible. Create intuitive UX (topic pages,

navigation, breadcrumbs, etc.) with search hint widgets. Enhance support

for rich media on Help Center (with i18n support)

Personalized Experience: Tailoring Help Center interactions to specific

attributes of each unique visitor - Enterprise

– Access to LinkedIn member data (profile, network, behavior)

– Context aware help center (source page, last action, product, etc.)

– Content is aligned with product ramping

– Differentiated experience. Different treatments for different use cases (new

member, premium, minor, etc.)

Mobility: Customer help content related to mobile

– Content about mobile (apps, mobile web, tablet web)

– Mobile/Tablet friendly help center

– Content served based on device being used

– Device context awareness pivots content based on member device

Page 31: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 30

Brilliant at the Basics – Near Term (2 of 4)

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Integrated GCO Case Mgmt. Systems: Integrated Hybrid CRM system

that manages all proactive and reactive customer service cases and

work types

GCO Case Master: There is single case master for reactive cases.

Members have a more seamless experience during communications and

case transfers

SFDC and RNT Integration: Integrate SFDC and RNT to allow better

transparency of data and information between the two systems across work

types

CS Tool Integration: Integrate CS Tool with SFDC and RNT to allow for

seamless push and pull of customer site data during customer service

interactions

Trust and Safety Proactive Case Type Creation: Integration of proactive

TnS services with Service CRM. GCO case management includes the

requirements to resolve TnS cases.

Data Quality: Maintenance of Data Systems to ensure data is as

accurate as possible

Data Segmentation Mapping: Mapping of the data sources to the data

warehouse and understanding the data attributes

Data Gap Analysis: Analysis of the data used for reporting and decisions

and identifying the gaps. For example, incomplete data, missing fields,

required integration, etc.

Page 32: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 31

Operations Infrastructure

Brilliant at the Basics – Near Term (3 of 4)Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Standardized Knowledge Mgmt. Workflow: Standardizing the

process of managing knowledge from acquisition to publishing content Knowledge Acquisition: Harvesting knowledge from subject matter experts

within GCO. This includes ability to pull and push knowledge

Standardized Knowledge Mgmt. and Content Creation Strategy:

Standardizing the process across internal functions for sharing knowledge

and creating content internally and externally facing

Standardized Curation and Writing: Streamlining process for the

Knowledge Management Specialists to efficiently create content for the Help

Center/Concierge capability

Standardized Publishing: Streamlining publishing process, decoupling

publishing from content curation and writing

Centralized Knowledge: Managing knowledge from one source

Centralize and Standardize Knowledge Source: Centralizing and

standardizing knowledge for the future knowledge hub.

Enhanced Search: Enhancing ability of reps/advocates/employees to

search for knowledge across current knowledge base sources (SearchIn)

Expanded Workforce Mgmt.: Expanding resource tracking,

forecasting, and scheduling capabilities

Short-term Forecasting: Ability to forecast headcount availability over

short-term time periods (i.e. over coming days and weeks)

Integrated Task Tracking: Integrate universal system of task/time tracking

that becomes less manual and less time-consuming

Basic Scheduling: Leverage time/task tracking data across GCO to create

basic headcount scheduling and planning

Standardized Service Metrics: Standardizing measurements and

tracking of service GCO Governance and Standards: Standardizing systems and processes

that govern GCO service to eliminate current disparate data measurements

and increase data quality

Acq &

RetentionSocial

Engagement

Member

Services

Page 33: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 32

Brilliant at the Basics – Near Term (4 of 4)

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Global Program Mgmt.: Manages the guidance and implementation of

all GCO programs and projects

Portfolio Mgmt.: Deliver committed portfolio of programs within

agreed constraints– Centralized Intake Process: Capture all demand from business and

identify high level technology needs to address demand

– Standardized Prioritization Process: Define criteria to create an ordered

portfolio of projects

– Capacity Planning: Capacity planning for specific projects/programs -

identify how many resources, and which resources, need to be assigned to

each project

– Roadmap Mgmt.: Create roadmap template and process to manage and

align three roadmaps – GCO level, business units, and systems roadmap

– Organizational Change Mgmt.: Define process for training development

and adoption execution

– Backlog Mgmt.: Define process to manage all business requests that are

not on the project roadmap. This includes grooming and re-prioritization of

this backlog

– Tool Selection: Evaluate and select a Portfolio Project Management tool

Project Delivery Mgmt.: Manage the delivery of a program or a

project using structured methodology– Standardized Project Mgmt. Practices and Procedures: Defining project

management guidelines, templates, and workflows for key processes.

Includes risk/dependency mgmt., release mgmt., and change requests

– Pilot Planning: Define a pilot program for the business groups in order to

prevent them from piloting technology solutions independent of TSO.

Operational Efficiency: Plan and manage continual improvement of

services, processes, and tools– Business Continuity Plan: Socialize and train the executive team and

agents on the business continuity plan

– Business realization: Define the process for tracking the benefits of a

project post-delivery

Page 34: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 33

Brilliant at the Basics – Mid Term (1 of 3)

Consolidated Help Center for Consumer and Enterprise: A unified

help center solution that scales across LinkedIn’s business units,

products, functions and customer/member types

Member Flow Mgmt.: Guiding the journey of a member/customer through

the Help Center using proactive notifications and suggestions

– Troubleshooting guidance framework: Provides standard issue “symptoms and

solutions”

– Customer Next Issue Resolution: Detection of actionable behavioral patterns on HC

– Self serve work flows and tools. Self-healing: Ability for members to initiate

actions/processes to resolve issues themselves by leveraging self-service tools and

work flows

– In-line policy notifications: Providing real-time notifications to members regarding

refund policies, restrictions, and other relative necessary points

Member Engagement: Capabilities that motivate members/customers to

continue to engage with LinkedIn’s platform

– Peer-to-peer Support Community: Increasing usefulness and depth of community

forums and capabilities

– Guided in-product Tours: displaying HC content within LinkedIn.com (outside of

HC)

– Ability to share content on social networks and allow social community content to

be displayed in line

– Gamification layer (badges, rewards, etc) Ambassador program/MVP: Incentivizing

members to participate on community forums

– Collect Member Feedback: Allowing members ability to easily report bad activity by

flagging “bad” content across LinkedIn.com

Personalized Experience: Tailoring Help Center visits to specific attributes

of each unique visitor - Consumer

– Access to LinkedIn member data (profile, network, behavior): Syncing HC actions

and suggestions with member profile data

– Context aware help center (source page, last action, etc.)

– Differentiated experience. Different treatments for different use cases (new

member, premium, minor, etc.)

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Page 35: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 34

Brilliant at the Basics – Mid Term (2 of 3)

Integrated GCO Case Mgmt. Systems: Integrated CRM system

that manages all proactive and reactive customer service cases Social Media Case Integration: Creating methods to integrate social media

customer service instances as standardized cases that can be tracked and

actionable within the entire hybrid service CRM

Escalation Collaboration: Ability for an agent to invite subject matter

experts to collaborate and resolve a case without transferring it

Optimized Agent Workspace: Integration of key systems used by

reps/advocates to create most efficient workspace

Simplified Agent UI: Simplify the agent’s user interface across tools to

increase productivity

Simplified Agent Productivity Tracking: Simplify the process for how

agents track time and tasks. Integrate with the Service CRM

Simplified Resolution: For common cases types, there is an option to have

the answer prepopulate the case with a quick validation by the agent

Guided Business Process Workflows: Simple actions that help guide

reps/advocates through most efficient steps (in-line notifications/guides) for

certain work types. For example, policy violations or payment charge back

Agent Next Best Action: System-suggested real-time decisions based

upon the customer’s journey to provide agent the next best action to take on

behalf of the member

Escalation Tracking: Ability to track and manage case handoffs across

different work teams in GCO

Experimentation: Define the process and team for the ability to pilot new

functionality with a subset of usersOperations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Page 36: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 35

Brilliant at the Basics – Mid Term (3 of 3)

Centralized Knowledge: Managing knowledge from one source

Knowledge Hub: A single integrated interface for all users of knowledge

and be able to connect to the multiple sources of knowledge in a seamless

way

Advanced Search/Machine Learning Applied to Knowledge: Increasing

searching ability across all content and channels of communications.

Enabling knowledge base to listen to issues posed, actions taken by those

posing them, and, eventually, resolution of those issues.

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Page 37: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 36

Service Excellence – Near Term (1 of 3)

Multichannel Service Delivery: Delivery of GCO customer service

across a variety of interaction channels

Chat Expansion: Expanding chat to more LinkedIn.com site pages in a

non-invasive way

In-flow Chat: Provide the ability to proactively chat during member work

flows. (e.g. Chat assist is available during account set up)

Co-browsing Desktop: Allow agents to interact with members by using

their web browser and having the option to control the desktop

SMS: Provide SMS as service channel. This is important in regions where

customer service is expected for mobile devices

Click-to-call: Members can click on an object on the site to request a

phone call. The member enters his/her phone number and then the

system calls the member and an agent when an agent is available

Language Expansion for Chat: Expand chat to support additional

languages (Primary user is the acquisition team)

Advanced Global Routing: Advanced capabilities to govern flow of all

inbound and outbound communications

Standardized Routing: Standardize routing business rules and queue

types across GCO

Cross-channel Routing: Centralize routing for all interaction channels to

handle ingoing and outgoing communications (for example, Five9 –

www.five9.com)

Segmented Routing: Segment members based on type of usage (e.g.

Premium, posting jobs, open advertising for all work types, etc.)Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Page 38: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 37

Service Excellence – Near Term (2 of 3)

Automated ES Back Office Services: Implementing automatic

processes to execute variety of service actions

Automated Billing: Integrating billing with CRM to sync contact info, and

centralize and automate order management processes and updates

Automated Onboarding: Automating the process of onboarding

enterprise customers and aiding them in learning about the LinkedIn

services they have purchased. (e.g. Welcome emails can include

standardized, step-by-step onboarding guide for new customers)

Automated Provisioning: Automating the process of activating contracts

once respective orders have been processed by billing

Provide Issue Notification: Proactively notifying reps/advocates of any

member or systems issues in the form of notifications that can be read and

stored

Enhanced Workforce Mgmt.: Expanding resource tracking,

forecasting, and scheduling capabilities

Long-term Forecasting: Ability to forecast headcount availability over

long-term time periods (i.e. over coming weeks and months)

Proactive Scheduling: Capability to proactively schedule events, best

times for PTO, and other needs based upon real-time task tracking,

utilization, and headcount forecasting data.

Capacity Planning: Creating resource plan to meet forecasted demand

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Page 39: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 38

Service Excellence – Near Term (3 of 3)

Voice of the Member: Member/customer insights and opinions

associated with LinkedIn products and services

VOM Reporting Expansion: Expanding VOM Reporting to include more

real-time customer data and activity and transform VOM capabilities from

being retroactive to proactive

Product Release Impact: Leveraging a predictive analytical system that

allows for product release impacts to be modeled, viewed, and assessed

so that proper planning can be put into place prior to product releases

GCO Transactional Reporting: Reporting based upon in-the-moment

needs

Near Real-Time Reporting: Reporting based upon synthesis of site and

historical data pulled and visualized in real time

Real-Time Dashboards: Dashboards showing incoming case “hot spots”,

trends, and volumes in real-time

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Page 40: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 39

Service Excellence – Mid Term (1 of 2)

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Multichannel Service Delivery: Delivery of GCO customer service

across a variety of interaction channels

Co-browsing Devices: Allow agents to interact with members by using

their web browser and having the option to control the device

Enhanced Phone – IVR: Interactive Voice Response (IVR) to allow

members to call and interact with a human voice using speech recognition

and keypad. This can include self service, routing members to the correct

queue or directing the member to the help center

Call Back: Allowing members to have the option to receive a call back

when an agent is available instead of waiting in the queue

Simplified Research: Leveraging tool integration to simplify issue

research

CS Tool Research Expansion: Expanding CS Tool to allow for faster,

easier access and viewing of customer data across all work types and

member/customer segments. This includes deeper integration of CS Tool

with CRM platforms to increase research efficiency

Quick Summary View of the Customer: Integrating customer data

sources to provide a summarized view of customer site data and customer

history data that can be easily viewed in real-time.

Emulation: Functionality within the research tool that provides that ability

to simulate LinkedIn products on all devices, apps, and operating systems

Enhanced Content Mgmt.: Advanced capabilities to gather, test, and

manage dynamic content

A/B Testing: Test the usefulness/relevance of content with user subsets

Digital Asset Mgmt.: Handle rich media such as video, photos, etc.

Improve ease of use of the existing capability. Basic functionality is there.

The role of a publisher requires some technical web design skills

Crowdsourcing: Crowdsourcing content from the POMS team, agent, or

members. This can include rich media such as video. Quality management

of this content needs to be a critical part of the process

Page 41: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 40

Service Excellence – Mid Term (2 of 2)

Enhanced Fraud Investigation: Advanced abilities to detect and

combat fraudulent member activities

Visual Fraud Investigation: Integrating systems and tools to leverage

customer and case data to create a visualized picture of the full scale of a

member's activity, data, and history in order to investigate the size and

scope of that member's fraudulent activities

Account Disable Tracking: Creating unique codes/identifiers that are

attached to cases and inform any/all reps handling cases of the reasoning

behind (and timing of) an account being disabled

Geo Fencing: Integrating system capabilities that prevent certain types of

site and/or customer data from entering or leaving selected geographical

areas

Identity Verification: Creating a system to verify a member's/customer's

identity that does not necessitate that person sending in a photocopy of

his/her driver's license or photo ID to LinkedIn for identity verification

Voice of the Member: Member/customer insights and opinions

associated with LinkedIn products and services

VOM Platform: Looks across all VOM inputs, external surveys, and social

(For example, Medallia – www.medallia.com)

Enhanced GCO Reporting: Advanced reporting of measurable

outcomes from GCO operational activities

Automated Dashboards: Automated synthesis and visualization of

essential metrics in dashboards

Mobile Dashboards: GCO operational metrics dashboards that can be

viewed on mobile devices

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Page 42: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 41

Service Excellence – Long Term

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Multichannel Service Delivery: Delivery of GCO customer service

across a variety of interaction channels

Intelligent Virtual Agent: Simulates a conversation to deliver information

and, if advanced, can also take action on behalf of the customer

Video Chat: One- or two-way live video streaming between a customer

and an agent to deliver customer service. Identifying moments to use video

to serve customers is the first step

Apps Support: Providing support through mobile applications may be

done for emerging markets sooner

Enhanced Knowledge Publishing: Leveraging streamlined system

capabilities to rapidly and efficiently publish knowledge content

Integrated Translation Process: Simultaneously translate content into 23

languages before product releases and independently from English

publication

GCO Master Data Mgmt. (MDM): Processes, governance, policies,

standards, and tools that consistently define and manage critical GCO

data in a centralized point of reference

GCO Employee Master: Creating a single source/hub of information about

GCO employees that allows for the centralized viewing, editing, and

updating of employee data that will be subsequently changed across all

GCO employee data sites

GCO Member Master: Creating a “single view of the customer” by

aggregating all customer/member data, case history, and available

information into one central, visualized source

Page 43: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 42

Best in Class – Mid Term

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Acq &

RetentionOnboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Social Engagement

Member

Services

Member Services: Proactive value-added services

Partner Portal: LinkedIn portals to provide partner specific products and

access

Content Creation Flow: Personalized service to create Enterprise

content. For example, job descriptions and campaigns

Match Making: Analysis of member information to provide recommended

job matches

Business Rules Engine: System containing and implementing rules

that govern the flow of information between systems and processes

Policy Rules Repository: Creating a system to store, manage, and

implement company-wide and/or business-unit-wide policies and business

rules that can be tied to internal systems and processes

Automated Cases Response/Approval: Provide automated case

responses for cases in which agents are repeating the same responses.

For example, campaigns approvals and phishing

Investigation Machine Learning: Automating fraud investigation using

advanced machine learning algorithms and past fraud investigation data

Page 44: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 43

Best in Class – Long Term (1 of 2)

Advanced Agent Performance Mgmt.: Implementing advanced

metrics and systems to incentivize and measure employee performance

Career Pathing: Creating a system to actively map out and update a

career path (vertically and horizontally) across GCO for reps/advocates.

Integrating rep potential career paths based upon learning and

certifications with tight coupling to a learning mgmt. system

Gamification: Incentivize GCO employees using competitive game-like

systems that reward employees for hitting performance targets

Advanced Quality Mgmt.: Integrating a quality management monitoring

tool to optimize agent performance. For example, NICE Quality Suite

(www.nice.com)

Social Media Engagement: Engagement of members/customers on

social media platforms and LinkedIn.com community forums

Social Feedback Mgmt.: Aligning to social media engagement with

surveys to optimize the capturing of the social voice

Member Collaboration: Turning members into advocates by allowing

members to shape their followers’ perceptions through social

recommendations and published social content

Gamification Layer: Leveraging community to help police social media

and forums by offering rewards for managing content

Influence Prioritization: If a member is a large influencer (largest

numbers of followers) – may want to prioritize them highest

Operations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Page 45: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 44

Best in Class – Long Term (2 of 2)

Predictive Analytics: Using data analyses to forecast potential

outcomes and future states

Trend Analysis: Proactive examination of external data concerning

LinkedIn to determine holistic view of public opinion regarding LinkedIn’s

company and services. Using this information to take action on behalf of

the member

Member Journey Insights: Process of tracking, integrating and analyzing

the way that customers use a combination of available channels to interact

with GCO. It covers all possible channels, including those with human

interaction (such as a call center), those that are fully automated (such as

a website or mobile device), and those with limited two-way interaction

(such as display advertising)

Interaction Analytics: Analyses of data captured during interactions

between members/customers and advocates/reps

Social Media Analytics: Collecting, measuring, analyzing and interpreting

the results of interactions and associations among people, topics, ideas

and other content types on social media

Text Mining and Analytics: Analyzing user-submitted text to determine

mood and best service actions (Higher priority because of current high

email volume)

Speech Analytics: Analyzing user voice in recorded voice conversations

to determine mood and best service actions (Lower priority because of

current limited voice channel use)

Sentiment Detection: Leveraging speech and text analytics to detect

member/customer sentimentOperations Infrastructure

Member & Customer Interaction

Online Self ServiceHelp + Safety Center Community Forums

Comm. Mgmt.

Interaction ChannelsSMS

Social

Media

Web

FormVoice

Language SupportMember Facing

Comm.Interaction Routing

Chat

Operations Mgmt.

Product Operations Mgmt.

Hybrid Service CRM

Product

Ops

Tech

Services

Operations Support

Knowledge Mgmt.

Content Creation

Translation

Content Mgmt.

PMO

Project Delivery

Mgmt.

Portfolio Mgmt.

Productivity Mgmt.

Task Tracking

Resource Capacity

Planning

Performance Mgmt.

Incentive Compensation

Mgmt.

Coaching and Quality

Mgmt.

Training

Reporting

SchedulingChange

Mgmt.

Operational

Efficiency

Co-

browseVideo

Enhanced

Apps

Support

Voice of

Member

Bu

sin

ess

Ru

les

Forecasting

Proactive Service

Reactive Service Ad

Support

General

Support

Onboarding

Billing

Provisioning

General

Support

Social

Support TnS Ops

Risk

Mgmt.

Fraud

Invest.

Transactional

Reporting

Ad-Hoc

Analytical ReportingOperational Reporting

Standardized

Service Metrics

Predictive

Analytics

Data Mgmt.

GCO Master Data

Mgmt.

GCO Insights

Architecture

Solution

Architecture

Data ArchitectureGCO ReportingGCO Trans.

Reporting

Data Quality

Mgmt.

Acq &

RetentionSocial

Engagement

Member

Services

Page 46: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only.

Strategic Capability Prioritization Criteria & Scoring

N/A

0

1

2

3

4

• Not ApplicableN/A

• No efficiency impact

• Unlikely to improve efficiency (0-2%)

• May improve efficiency (2-5%)

• Likely to improve efficiency (5-10%)

• High efficiency impact (10+%)

Agent Efficiency

0

1

2

3

4

• Not Applicable

• Requires equal to or greater than 12 months

• Requires 12 months

• Requires 6 months

• Requires 3 months

• Requires 1 month

Ease of Implementation

N/A

0

1

2

3

4

• Not Applicable

• No revenue growth or cost savings

• Low revenue growth or cost savings

• Moderate revenue growth or cost savings

• High revenue growth or cost savings

• Exceptional revenue growth or cost savings potential

Business Value

N/A

0

1

2

3

4

• Not Applicable

• Customer indifferent, doesn’t care

• Customer unaware of benefit

• Preferred by customer, nice to have

• Expected experience by customers

• Required by our Customers, not optional to exclude

Member Experience

N/A N/A

N/A N/A

Page 47: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 46

Capability Scoring Top 10

Strategic Capability Business

Value

(.35)

Member

Experience

(.25)

Ease of

Implementation

(.25)

Agent

Efficiency

(.15)

Total

(Max of 4)

Consolidated Help Center 2.69

Advanced Global Routing 2.58

Centralized Knowledge 2.51

Automated Proactive Service 2.48

Integrated GCO Case Mgmt. System 2.38

Optimized Agent Workspace 2.28

Simplified Research 2.21

Voice of the Member 2.20

Social Media Engagement 2.19

Standardized Service Metrics 2.18

Page 48: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 47

Capabilities in Brilliant at the Basics – Near Term

Strategic Capability Business

Value

(.35)

Member

Experience

(.25)

Ease of

Implementation

(.25)

Agent

Efficiency

(.15)

Total

(Max of 4)

Consolidated Help Center 2.69

Centralized Knowledge 2.51

Integrated GCO Case Mgmt. System 2.40

Standardized Service Metrics 2.18

Data Precision 1.94

Global Program Mgmt. Office 1.90

Standardized Knowledge Mgmt.

Workflow1.88

Expanded Workforce Mgmt. 1.74

Page 49: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 48

Capabilities in Brilliant at the Basics – Mid Term

Strategic Capability Business

Value

(.35)

Member

Experience

(.25)

Ease of

Implementation

(.25)

Agent

Efficiency

(.15)

Total

(Max of 4)

Optimized Agent Workspace 2.28

Page 50: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 49

Capabilities in Service Excellence – Near Term

Strategic Capability Business

Value

(.35)

Member

Experience

(.25)

Ease of

Implementation

(.25)

Agent

Efficiency

(.15)

Total

(Max of 4)

Advanced Global Routing 2.58

Automated Proactive Service 2.48

Voice of the Member 2.21

Multichannel Service Delivery 2.02

Enhanced Reporting + GCO

Transactional Reporting1.89

Enhanced Workforce Mgmt. 1.74

Page 51: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 50

Capabilities in Service Excellence – Mid Term

Strategic Capability Business

Value

(.35)

Member

Experience

(.25)

Ease of

Implementation

(.25)

Agent

Efficiency

(.15)

Total

(Max of 4)

Simplified Research 2.21

Fraud and Identity Detection 2.02

Enhanced Content Mgmt. 1.95

Page 52: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 51

Capabilities in Service Excellence – Long Term

Strategic Capability Business

Value

(.35)

Member

Experience

(.25)

Ease of

Implementation

(.25)

Agent

Efficiency

(.15)

Total

(Max of 4)

Enhanced Knowledge Publishing 1.89

GCO Master Data Mgmt. (MDM) 1.51

Page 53: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 52

Capabilities in Best in Class – Mid Term

Strategic Capability Business

Value

(.35)

Member

Experience

(.25)

Ease of

Implementation

(.25)

Agent

Efficiency

(.15)

Total

(Max of 4)

Member Services 2.70

Business Rules Engine 2.11

Page 54: Simplify[in] - GCO Technology and Operations Strategy Oct2014

GCO©2014 LinkedIn Corporation. All Rights Reserved. Confidential, Internal Use Only. 53

Capabilities in Best in Class – Long Term

Strategic Capability Business

Value

(.35)

Member

Experience

(.25)

Ease of

Implementation

(.25)

Agent

Efficiency

(.15)

Total

(Max of 4)

Social Media Engagement 2.20

Interaction Analytics 1.75

Predictive Analytics 1.72

Advanced Performance Mgmt. 1.61