I'm excited to share an excellent article written by one of our very own community members, Michael Wegscheider from the Allianz Group. This piece in ITProPortal showcases his digital transformation expertise and highlights several of the key learnings and results his organization realized with its Jive-powered interactive intranet, Allianz Connect.
In the article, Michael talks about the insurance giant's journey going from 70 subsidiaries with their own distinct cultures and intranets, to a unified Allianz that's faster, more agile and more transparent across silos. He details four important best practices his team employed to create a gateway to the company's worldwide people and knowledge:
Take Small Steps that Make Immediate Impact
Translate Local Wins into a Global Transformation
Embrace a Different Kind of Global Corporate Communication
Use the Interactive Intranet to Accelerate Cultural Change
Read the full article for more great insights here:
What else have you learned along your company's digital transformation evolution?
I recently had the pleasure of publishing an article on customer experience and measurement in CMSWire, and the process gave me some food for thought. At Aurea, one of our own key tenets is a focus on customer success – and we love to see our CX Platform customers take a similar approach.
A good CX requires both invisible design and a powerful infrastructure to enable it. This is only possible when your tools, systems, processes and people work together seamlessly to deliver the best and most optimized messages, transactions and experiences to your customers. In my piece, titled “With Customer Experience Design, Less is More,” we discuss how to measure whether you’re getting it right by closely monitoring customer interaction analytics, net promoter scores (NPS) and retention.
For instance, here at Aurea we meticulously track, benchmark and manage to the NPS associated with customer support across our various products and services. In addition, we focus on our installed base customers and build product roadmaps to meet their needs long into the future. And, as you know, our infrastructure products combine seamless messaging, workflow and process integration, and system performance to help all kinds of businesses create optimized, invisible infrastructures on which the best experiences can be crafted.
Check out my full article for more tips on how to deliver transformative CX: https://www.cmswire.com/customer-experience/with-customer-experience-design-less-is-more/
I worked at an amusement park in high school, and was told to "be patient and understanding when you get asked the same questions over and over. While you may have answered that question dozens of times already, it's probably the first time that guest has asked that question."
That doesn't seem like a very efficient process, does it? Rather than pay someone to stand around answering the same question repeatedly, why not streamline and simplify to save time, labor and resources? While it may be an inevitable reality at an amusement park, most corporations operate in a similar way. Think about when your IT team sends out an email blast informing employees of a required security training. IT then spends the next several days fielding one-off questions and troubleshooting through email. What a waste of productivity and resources!
John Schneider, VP of Product Marketing here at Jive Software, an Aurea company, addresses this kind of pain point in his article, Aligning Workplace Collaboration and Communication with Your Intranet. He talks about how companies of the future are investing in digital transformation today, and explains the critical role an interactive intranet plays as a knowledge gateway for employees (rather than a tool for one-way communication). For example, rather than sending an email blast that triggers fragmented communication, an interactive intranet would eliminate this resource drain and increase productivity by allowing the sender and employees to address issues and comments all at once in a single blog with comments. This reduces the number of questions received by the sender, and helps employees easily find answers before they even need to ask!
This type of communication can only be done if everyone is in the same place, not fragmented across a variety of tools. In John's article, he emphasizes that "people want one place to access their company's information, people and applications" and outlines three ways an interactive intranet can bring a company together to achieve this kind of cohesiveness - through communication, collaboration and people and knowledge discovery.
Don’t set up your employees with the expectation that communication duplication and fragmentation is to be expected and accepted (like at the amusement park where I worked). Instead, empower your employees with the ability to openly communicate, collaborate and access the resources they need via an interactive intranet.
Read the article to learn more about how to grant employees unfettered access to their company's information, people and applications. Aurea51, the interactive intranet for Aurea that is powered by Jive, is my central place where I start and end my day - every day. Where does your company come together online?