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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