The Impact Of And Journey To Experience Management .

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The Impact of and Journey to ExperienceManagement, Powered by QualtricsMichael Ryan, IBM Distinguished Engineer, IBMJose R. Paredes Hernandez, IBM Global SAP Retail Leader, IBMSession ID 94223May 7 – 9, 2019

About the SpeakersMichael RyanSpeaker Name IBM Distinguished Engineer, IBM Member of the IBM EnterpriseApplications CTO Team in NorthAmerica. Started working withSAP in 1995 and been with IBMsince 1997. Fun Fact – Enjoy spending timewith my family. Especiallyhelping my grandchildren get introuble. IBM Global SAP Retail Leader Dedicated and passionate leaderand architect committed todelivering real customer valuethrough innovative softwaresolutions with a high priority onend consumer and employeeexperience, and overall customersatisfaction across all aspects ofthe retail business.

Key Outcomes/Objectives1. Understand the Disruption of the Digital Changeand the Concept of Experience Management2. Understand the Merging of Xdata and Odata3. Learn about IBM’s implementation of Qualtricsat our client sites

Agenda Change management in regards to digital change Leveraging Xdata and Odata IBM’s Implementation of Qualtrics at a leadingdairy manufacturer and a leading real estatedevelopment company Qualtrics capabilities

Change management requires engagement atall levels and formal approachesA structured approach to change managementhelps drive adoption, engagement and ROIChecklist for successful transformations:Stakeholder engagement and awareness of the impact of the project on thebusinessVisionKPIs for adoption/success agreed by key stakeholdersSenior stakeholders able to identify the areas which require greater managementfocus and effortReadiness pulse surveys conducted on a defined cadenceReadinessChange impact assessment conducted, impact validated, plans in placeProject specific Business Readiness Checklist for each impacted business areaChange risks identifiedCommunication strategy/planEngagement Training strategy/planChange Network structured, enabled, operationalRecommendation for a Post Go-Live Support model to take forward for discussionSustainment and resourcingKnowledge harvesting recommendation and action planHow structured/formal is your process?How established are these practices?

Digital ChangeChange Management meets Design Thinking, Agile Practices and Digital ToolsAs you engage in an ambitioustransformation, the employee experiencewill need to reflect and support the newcustomer experienceWe enable large transformations byco-creating tailored changeprograms that leverage IBM’sdecades of experience with modernpractices adapted to the digital ageOptimize Employee reationStudiosData-drivenChange InsightsDashboardAmplify the Employee VoiceCo-createdDigitalNetworkSense & RespondViralcontentMeasure the Transformative ValueLivingChangeRoadmap

ILLUSTRATIVE - Past Client OCM Vision StatementWe will support each otherand have each others backStrive for betterRecognize and celebrateour accomplishmentsWe are one team withone voiceWe work hard and playhardCustomer centricActively participate andbe presentHave business curiosityA high-performing organization that focuses on enabling thefull potential of employees through innovative digital tools,growth mindsets, and achievement over perfectionOur Peoplemust be the Foundationof our Future

The framework identifies six components, which describe critical operationaldimensions that drive the customer & employee experiencePROCESSESDigital & Automated Processes Responsive processes Digital value chain operations Recognition & reward Actionable performance metricsORGANIZATIONCapabilities& PracticesPartnering &EcosystemInformation & Decision Networks Hierarchy vs. Network-structure Flexible staffing models by locations Empowered cross-functional teams Governance for ecosystemsTECHNOLOGIESCloud & AI-powered Technologies Digitization of core business andgroup function capabilities Modern technical architectures,models and patterns Physical settings with IT enablementOutsourcing, Partnering & Ecosystem Cross-industry value creation Outsourcing of non-differentiatingcapabilities Service brokerage models Cross-silo value streamsOrganization &GovernanceEmployeeExperienceProcesses &MeasuresTechnologyData &InsightsSkills, Capabilities & Practices Release of intrinsic employeemotivation New ways for radical collaborating Use of T-shaped skills in teams Prevention of single points of delayData & Real-time Insights Actionable insights from analyticsand cognitive computing Voice of the Customer (VoC) and ofthe Employee (VoE) Metrics & scorecards based onbehavioural science Leading indicators of successIBM implemented Qualtrics at a leading dairy manufacturer. Currently, implementing at aleading real estate development company. Leveraging Qualtrics with IBM Cognitivecapabilities to provide experience management capabilities.

XData Versus ODataEmployee EngagementCustomer SatisfactionBrand PerceptionSalesProductionFinanceUser ExperienceSKUsProduct SatisfactionHRIS

QualtricsEMPLOYEE ENGAGEMENTEMPLOYEE PULSEPRE-HIRE AND ONBOARDINGEXIT INSIGHTS360 & 180 SOLUTIONS

The Digital Open DoorThe Digital Open DoorPre-built programs and automatedsurvey triggers empower you to besmarter, faster, and more impactfulwhen it comes to understandingwhat drives exceptional employeeexperience.Powered by XM Directory

Personalized ProgramsPersonalized ProgramsPatented org hierarchy technologysimplifies the unwieldy process ofmanaging complex org charts, userpermissions, and reporting. All ittakes is a few clicks to delivertailored and relevant insights toevery manager in real-time.

Personalized ProgramsPersonalized ProgramsYou no longer have to wait months forthe results of your engagement orlifecycle feedback—now the rightleaders can access role-based, realtime, and dynamic dashboard fortheir teams.Powered by XM Directory

Personalized ProgramsActionable InsightsQualtrics XM delivers artificialintelligence and machine learning,automatically analyzing andsurfacing critical employeeexperience insights hidden deep inthe data.

Personalized ProgramsActionable InsightsEmpower the right leaders andmanagers throughout theorganization with built-in actionplanning tools and reports

Mapping the employee experienceCHOOSING TO JOINRAMPINGLEAVINGEMPLOYMENTCANDIDATEEXPERIENCENEW HIREEXPERIENCEEMPLOYEEENGAGEMENTEMPLOYEE BEHAVIOUREMPLOYEEEMPLOYEEATTRITIONCandidate ReactionSurveysOnboardingSurveysEngagement / PulseSurveysPerformance 360s/Performance ReviewsExit SurveysONBOARDINGPROCESS &EFFECTIVENESSCONTINUALDEVELOPMENTOnboarding SurveysTraining Feedback/EvaluationMANAGEMENTPerformance ReviewsCUSTOMEREXPERIENCEPERFORMANCE &PRODUCTIVITYQUALITY /SAFETYATTRITION

Take the Session Survey.We want to hear fromyou! Be sure to completethe session evaluation onthe SAPPHIRE NOW andASUG Annual Conferencemobile app.

Presentation MaterialsAccess the slides from 2019 ASUG Annual Conference here:http://info.asug.com/2019-ac-slides

Q&AFor questions after this session, contact us at ryanmike@us.ibm.com andjose.paredes@us.ibm.com.

Let’s Be Social.Stay connected. Share your SAP experiences anytime, anywhere.Join the ASUG conversation on social media: @ASUG365 #ASUG

The Impact of and Journey to Experience Management, Powered by Qualtrics Michael Ryan, IBM Distinguished Engineer, IBM Jose R. Paredes Hernandez, IBM Global SAP Retail Leader, IBM Session ID 94223. About the Speakers Michael Ryan IBM Distinguished Engineer, IBM

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