This is my keynote presentation for the Talent Ecosystem Conference in August 2018 where I shared the journey of building an employee experience that is designed to help employees become successful. We demonstrated how positive employee experience leads to positive business outcomes in productivity, customer satisfaction and employee advocacy

1. Driving Business Outcomes
With Employee Experience
Lam Mun Choong
CEO
Nettium Sdn Bhd &
Selfdrvn Enterprise

2. About Nettium Sdn Bhd
• Established in 2009, we are the
technology partner of choice for
innovative online-businesses to
realize their business vision &
strategy.
• We focus on creating and
integrating solutions that will help
our customers acquire, engage
and retain customers across all
channels

3. Our Achievements
• Awarded 2017 SME100 Fast Moving Companies
• Top-20 MSC Status Companies By Revenue
• Over 90% of Our Revenue is Derived from Export

4. The Story of Nettium’s
Employee Experience (EX)

5. Our Employee Demographics Snapshot
• 350 in Malaysia and Singapore
• 74% Male, 26% Female
• Average Age of 29
• 90% Local. 12 Nationalities
• 80% Technical, 5% Creative, 15% Ops

6. • Helps Employees Be Successful
• Address Employee Needs
• Make Work More Human/Personal
• Make Work Simpler
• Learn & Live Our Values
Our EX Goals

7. How do you Design EX?
Culture Technology Work Space
Employee Experience

8. Profile
Assess whether
- Can do the job
- Will do the job
- Will fit in
Place
Identify suitable
Role and Teams
Enable Job
Crafting
Onboard
Clarify culture,
desired
behavioral
traits and team
expectations
Develop
Identify skills
gap and
development
needs
Set learning &
development
goals
Clarify Career
Path
Motivate
continuous
learning &
development
Engage
Enable open
feedback to
optimize
performance
Build internal
social capital
Improve
wellness to
sustain
performance
Perform
Set SMART
performance
goals
Capture goal
progression
Ensure
alignment with
corporate goals
Feedback
Give Managers
Feedback
Give Company
Feedback &
Suggestions
Get Real Time
Peer Feedback
Provide
Coaching
Support
Recognize
Recognize
positive
behavior
Reward goal
achievement in
real time
Celebrate &
recognize in
public to create
multiplier effect
Advocate
Build positive
employee word
of mouth
Sell & Recruit
Better with
Employee as
Brand
Ambassador
Employee Journey:
Designed for Great Employee Experience

9. EX Design Part 1:
Culture

11. Only 31% of HR leaders agree their
organizations have the necessary
culture to drive future business
performance
- Gartner

12. Managing Culture
• Knowledge gap: Employees lack
awareness of the culture the
organization needs
• Mindset gap: Employees do not believe
in the culture the organization needs
• Behaviour gap: Employees do not
incorporate behaviours related to the
culture the organization needs

13. Leaders Must Walk the Talk

14. Employee
Experience
HR Ops People & Culture
Facility
&
Service
Compensation
&
Benefit
Performance
Management
Recruitment
Admin
Facility
&
Service
Compensation
&
Benefit
Finance
Payroll
Leave
Claims
Benefits Admin
KPI
Management
Appraisals
Compliance
Facility
&
Service
Compensation
&
Benefit
Rewards
&
Recognition
Social
&
Recreation
Leadership
Development
Learning
&
Development
Corporate
Communication
Mentoring &
Coaching
Internal
employee
External
prospect, customer &
partner
Onboarding
Employer
Branding
Voice of
Employee
CSR
Recreation
Wellness
Employee
Rewards
Incentives
Hiring
Mobility
• Process driven
• Standardised
• Efficiency
• Accountability
• “Meeting Expectations”
• People oriented
• Personalized
• Growth
• Empowerment
• “Go the extra mile”
MIS Gamification

15. Apply Design Thinking in EX
• HR Transformation Starts with Mindset
Change: Applying Empathy
• Focus on the People and Experience, not just
the Process
• Companies where HR delivers the highest levels
of value are almost five times more likely to be
using design thinking in their programs than
their peers (Deloitte)

16. EX Design Part 2:
Work Space

17. Our WorkSpace
• Designed by Employees. For Employees
• Reflect our Aspiration & Values

19. • Designed to be “Instagrammable”
• Create a Sense of Pride & Belonging
• Helps Employer Branding

20. Multiple, Flexible Options Provided
• Open, Team-Based Work Space
• Conference Rooms
• Space for Stand Up Meetings
• Private, Quiet Spaces
• Sofa Area for Relaxation
• Café Style Dining & Work Space
• Recreation Room
• Event Space
• Nap Room

23. We Invests in Employee Well-Being Because
Employee Wellness Sustains Employee
Performance

24. EX Design Part 3: Technology

25. Managers Account for 70% of Variance in
Employee Engagement. (Gallup)
Helping Managers Become Better Coaches
and Mentors is Key to a Positive Employee
Experience

26. What motivates you? Where do your strengths and
challenges lie?
How do you feel at your best?
Interest profile Preference profile Vip24cycle
Talent Analytics: Understanding Employee and Job Fit
to Improve Engagement

27. Improve Coaching Effectiveness: Insights to Employees
Strengths, Motivation & Stress Factors

28. JOHN TAN CH
MOHD KHAIRUL
BIN KHIAR
SELVAN
SHANMUGAM
DIVAKARAN
Improve Job Fit: Understanding Employee Strengths
for Job Crafting

29. Team Analytics: Help Managers Take Action on What
is Demotivating The Team

30. Adhoc Feedback
• Make Real time Feedback Possible
• Improve employee performance way before
appraisal
Survey
• Simplify feedback capturing
• Real time reports and analytics
Quiz
Quiz
• Measure employee’s level of
understanding
Live Polls
• Gather majority votes, pinned
on workplace feed
Build Your Culture Around Collaboration & Continuous
Feedback

31. Personal Word AI Cloud
Simplify performance feedback analysis
for self reflection and performance
coaching
Personal Goal Setting
Capturing and tracking performance goals
Job Criteria
Align and measure individual work
habits with universal job traits for
success
Help Employees Improve Self-Awareness and Achieve
Goals in Real Time

32. Instant Employee Recognition.
With Personalized Rewards & Flex Benefits.

33. Next: Personalized Micro Learning on The Go.
With Real Time Learning Analytics

34. Business Outcomes:
Some Findings

35. 86
1679
0.14
B-
Internal Benchmarks: 3 Year Study
2013 2015
174
4223
0.35
B+
Headcount
Productivity Index
Quality Index
Customer Satisfaction

36. Industry Benchmark:
Aon Hewitt Best Employer Survey

37. Business Outcomes:
How Good EX Impact Our
Bottom Line

38. 3.72
4.6
9.2
0
1
2
3
4
5
6
7
8
9
10
Medical Leave/Year
Annual Medical Leave Days Taken Per Employee (2017)
Nettium Average Singapore Average Malaysia Average
Lower Absenteeism:
+1.36M to Our Annual Bottom Line

39. 0
100
200
300
400
500
600
700
800
900
1000
General Posts Blogs about Employees Videos about Employees
Average Reach of Social Media by Content
High Employee Advocacy:
+600K Annual Savings on Recruitment
50%of employees
hired via
Employee
Referral
Average Reach

40. • EX = Helping Employees Succeed
• Leaders Must Walk the Talk
• Transform HR with Design Thinking
• Help Managers Become Coaches
• Make Work Simpler. Deliver Seamless UX
• Yes! EX can improve your bottom line
Key Takeaways

41. Thank You for Your Time!
Have a Great TEC!
www.nettium.net
www.selfdrvn.com