EMPLOYEE ENGAGEMENT SUMMIT 2018
OFFICIAL SUMMIT SURVEY REPORT
FRIDAY 4 MAY, 2018 VICTORIA PARK PLAZA, LONDON
EmployeeEngagementSummit.com @EngageEmployee #EngageSummits
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T I M M SU S E T A G E L E D
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THESCOTTS UK LTD • THIRTEEN • THIRTEEN GROUP • THMSON REUTERS • THOMSON REUTERS • THWAITES • TMG • TRANSFORMATIVE HR LTD (NORTHGATE) • TRAVELEX • TRAVELEX • TRIDENT SOCIAL INVESTMENT GROUP • TRINITY LABAN CONSERVATOIRE OF MUSIC AND DANCE • TRINITY MIRROR • TSB • TUI • TUNSTALL HEALTHCARE LIMITED • UCL • UCO • UHR (UNIVERSITIES HR) • UK VALUES ALLIANCE • UNDERTONE • UNILEVER • UNIPART • UNIPART LOGISTICS • UNIPART RAIL • UNISON • UNIVERSAL ENTERPRISES PVT LTD • UNIVERSAL GROUP • UNIVERSITTECHNOLOGI MALAYSIA (UTM) AZMAN HASHIM INTERNATIONAL BUSINESS SCHOOL • UNIVERSITY OF DUNDEE • USER VOICE • VEOLIA • VIP SUCCESS CLUB • VIRGIN MONEY • VIRGIN TRAINS • VISIONS TRAINING & DEVELOPMENT • VISTAJET • VITALITY • VMWARE • VODAFONE • VODAFONE GROUP • WAITROSE • WARMUP PLC • WELL PHARMACY • WELLCOME TRUST • WESLEYAN • WEST FERRY PRINTERS • WESTERN UNION • WHISTL • WILLIAMS ADVANCED ENGINEERING • WILLIAMS GRAND PRIX ENGINEERING LTD • WIPRO LTD • WISER • WISER GRADUATES • WNDIRECT • WONGA • WOOD 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MEET THE TEAM Steve Hurst Editorial Director firstname.lastname@example.org T: 01932 506 304 Nick Rust Sales Director email@example.com T: 01932 506 301 Katie Donaldson Senior Marketing Executive firstname.lastname@example.org T: 01932 506 302 James Cottee Senior Sponsorship Sales email@example.com T: 01932 506 309 James Major Sponsorship Sales firstname.lastname@example.org T: 01932 302 110 Alex Webb Sponsorship Sales email@example.com T: 01932 506 303 Kimberly Bishop Sponsorship Sales firstname.lastname@example.org T: 01932 506 308 Dan Skinner Membership Sales email@example.com T: 01932 506 307 Dan Keen Membership Sales firstname.lastname@example.org T: 01932 506 306 Hannah Mulea Marketing Executive email@example.com T: 01932 302 112 Sabrina Clarke Finance Department ﬁnance@ebm.media T: 01932 500 103
SUMMIT SURVEY REPORT Our fourth Employee Engagement Summit held in London in May 2018 under the overarching theme of ‘our people come ﬁrst’ was the biggest and best so far and has been lauded as a world class success by delegates, speakers and sponsors alike. Delegates at the Summit heard case study presentations from organisations as diverse as Spotify, Monzo Bank, The European Commission, Sky, Waitrose, Citi, Nestle, Vodafone, Missguided, Travelex, OVO Energy, Heathrow, NHS, The Big Issue, Nationwide, Public Health England and many more. The Summit focussed ﬁrmly on the key issues, challenges and opportunities around engaging our people and includes world class case studies, expert opinion and analysis, round table focus group sessions and high level interactive networking technology. In addition to the mouth-watering line up of case study presentations there was an opening keynote from world best- selling author and academic Prof Isaac Getz from ESCP Europe Business School and new research on the Cost of Engagement from Prof Bruce A. Rayton from Bath University A whole body of new research in the past year points to major changes ahead in the world of work driven by advances in technologies such as Artiﬁcial Intelligence (AI) and robotics. While up to a third of existing jobs could face automation by the early 2030s, new AI technologies could boost production and generate more jobs. Of course the evidence for the business beneﬁts of properly engaged and directed employees working a positive cultural environment is plain for all to see. The improved performance and market capitalisation of organisations who deliver great service through their people is now a given – and even those who improve their service from low to average see beneﬁts go straight to their bottom line. The signs are that businesses are moving in the right direction, and those who do are enjoying a clear competitive advantage. Our Employee Engagement Summit shone a spotlight on those organisations who are getting their employee engagement strategies right. Steve Hurst, Editorial Director
EmployeeEngagementSummit.com @EngageEmployee #EngageSummits
SOME VERY INTERESTING CONVERSATIONS AND IDEAS WERE SHARED FROM A VARIETY OF INDUSTRIES â€“ CROWNE PLAZA LONDON DOCKLANDS
PLEASE RATE THE STREAMS YOU ATTENDED RATED EXCELLENT/GOOD PLENARY EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY - PART 1
TRANSFORMATION & CHANGE MANAGEMENT
INTERNAL COMMUNICATIONS AND VOICE OF THE EMPLOYEE - PART 1
REWARD AND WELLBEING
LEARNING AND DEVELOPMENT
FUTURE OF WORKPLACE
EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY - PART 2 STRATEGY & LEADERSHIP
INTERNAL COMMUNICATIONS AND VOICE OF THE EMPLOYEE - PART 2
EVOLUTION OF WORKFORCE
I THOUGHT THE DAY WENT EXTREMELY WELL WITH LOTS OF INTERESTING CASE STUDIES, IT GAVE ME LOTS OF IDEAS TO TAKE BACK TO MY TEAM â€“ MINISTRY OF DEFENCE
HOW WOULD YOU RATE THE ORGANISATION OF THE DAY?
RATED EXCELLENT/ GOOD
HOW USEFUL TO YOUR COMPANY WAS THE INFORMATION PRESENTED AT THE EVENT?
EXTREMELY / VERY USEFUL
I GOT HUGE VALUE FROM THE EMPLOYEE ENGAGEMENT SUMMIT THROUGH NEW CONNECTIONS AND INTERESTING TALKS, IT WAS GREAT TO HEAR THE CASE STUDIES ABOUT WHAT OTHER COMPANIES ARE DOING TO ENGAGE THEIR EMPLOYEES
68% IT WAS BETTER THAN I EXPECTED
HOW DID THE EVENT COMPARE TO WHAT YOU EXPECTED?
MET MY EXPECTATIONS
WOULD YOU ATTEND THE SUMMIT AGAIN NEXT YEAR?
YOUR FAVOURITE SPEAKERS
Professor Isaac Getz
The Big Issue Foundation
ESCP Europe Business School
Prof Bruce A. Rayton
University of Bath
EMPLOYEE ENGAGEMENT SUMMIT 2019 FRIDAY 10 MAY, 2019 VICTORIA PARK PLAZA, LONDON
10TH MAY CONFIRMED FOR 2019 - REGISTRATION IS NOW OPEN FOR THE FIFTH EMPLOYEE ENGAGEMENT SUMMIT Putting the employee at the heart of the organisation and focusing on key issues, challenges and opportunities around engaging our people.
Contact: firstname.lastname@example.org Ticket hotline: 01932 506 300 (Press 1) EngageEmployeeSummit.com 6
VIEW FROM THE CHAIR
CATHY BROWN It was a pleasure once more to be working with the EBM team and chairing the 2018 Employee Engagement Summit. A great start with a packed room and people standing at the back – not bad for a very sunny Friday at the start of a bank holiday weekend! Our keynote sessions started with Professor Isaac Getz – we started the day thinking about hens laying golden eggs and how we treat them! Some great points about basic principles of engagement – being fair, keeping our promises, encouraging curiosity and respecting the individual. Professor Getz also pointed out that if we are gardeners, and things don’t grow in our gardens, it must be to day with the environment we are creating.
Victoria Lewis-Stephens & Mavis Boniface from Instinctif telling us how Bacardi reclaimed their brand mojo through an employee driven campaign around social connection with customers, in the service of three great values – Fearless, Founders, Family. Then a very different home grown UK story from Thwaites showing that the basics of engagement, involving people, listening and celebrating can drive support for change throughout an organisation over time.
Creating and nurturing a respectful, happy and positive environment and culture was also the main theme for our second keynote – Rick Jackson at DHL Express. Rick was very much making the point that engagement is a way of working, rather than a destination reached.
After lunch we picked up with Internal Communications and the Voice of the Employee. Charlotte Mummery (from Nestle) and Nick Lynn (from Willis Towers Watson) shared with us the story of taking Nestle employees through culture change and how they had intelligently used data and analytics to listen and understand better, and to cast aside big assumptions they had been making based on demographics. Catherine Garrod from Sky was up next – once again a really powerful case study around how releasing the voice of the individual can strengthen the whole. Finally, we went techie at Travelex with a case study on sales performance improvement through gamiﬁcation from Becca Riley and Elvin Eldic, with a great piece of insight – you can’t keep expecting people to get better – there has to be an end point, a rest and regroup stage!
We then had an alternative point of view from Professor Bruce Rayton from the University of Bath, reminding us that people are at the heart of all efforts and we need to have better conversations around the cost of engagement on our physical and mental wellbeing (the research from my own organisation, Engage for Success, shows that this can be a particular issue in the charitable and not for proﬁt sector where people engage with a cause to the point of burn out). Last but not least in our run of thought provoking keynote speakers was Stephen Robertson, CEO at the Big Issue. I think for myself, and for many of the audience, it was the ﬁrst time we had thought of Big Issue vendors as running their own businesses, against the hardest of backgrounds. Truly eye-opening. After a welcome break, refreshment and a trip to the Expo Hall, we were back in Hall 1, exploring Employee & Customer Engagement, Links to Proﬁtability and Performance. Two great case studies in this session, from Gary Adey at Vodafone and Glenn Grayson at Missguided – two really different cultures but with some really original ideas. Stand out insights for me were Vodafone’s emphasis on individual identity, and Missguided’s great use of language (think vibes, not values). We also heard from Peter Clarke at Qlearsite, again very insightful about language and meaning. I especially liked the example of changing the very dry and perhaps hard to answer, very subjective question of ‘do you have a ‘best friend’ at work’ to the much more human and accessible ‘work is the kind of place I feel I could make friends’.
Moving on to Reward and Wellbeing, Debbie BennettJackson and Gemma Lines from Citi took us through their #BeMore campaign, leaving us with the realisation that you can’t bore (or scare) people to change. Jill King at Virgin Pulse gave us a wealth of insight into practical. implementable wellbeing strategies, and Dom Holmes from Taylor Vintners gave us another great, real world example of classic engagement activities updated, thought through and working well. In this case the good, old fashioned suggestion box turned into the ‘Pitch Up’ campaign! Our ﬁnal session (and many thanks to the hardy souls who stayed with us until 5.30 on a sunny bank holiday Friday!) Isabelle Krauss and Dace Kalnina from the European Commission shared their story of IT change, with a particular emphasis on their subsequent sharing of best practice. Lou Banks of Rising Vibe did the impossible at that point in the day and re-energised us all with the point that engagement is our own responsibility – it’s not something done to us! And we ﬁnished on a high, with Chris Newstead from the Wellcome Trust. Chris very sensibly made us laugh, a lot. A great end to a super day.
We then switched tracks to Transformation and Change Management – hearing from another great brand, Spotify, with Veronica Harth sharing with us how radical transparency had transformed their R&D culture, and
VIEW FROM THE CHAIR
KATE JONES It’s rare that I don’t have music playing – in the car, at home, through my headphones if I need to focus at work. All my favourite ﬁlms are musicals, and I’ll tell anyone the woes of life as a tenor in a choir (read The Alto’s Lament and that’s basically it, but lower…). I love the way songs tell stories and how music sparks an emotional response. I’ve sung in a choir for ﬁve years and ﬁnd it both uplifting and a perfect way to detach from any stresses of the day job and use my brain in a completely different way. So I sat straight up when I heard how DHL have used to songs to help bring their culture to life, during a nine-year employee engagement programme that’s seen engagement scores rise up by 20 points. When I came to write my chair blog I was inspired by DHL’s Rick Jackson, so here’s my Top of the Pops style reﬂections on the great content covered in my hall across the day. Lean On Me – Bill Withers We started with a brave and honest presentation from Beth Toms who told us how Monzo Bank has placed employee wellbeing at its centre during a period of staggering growth. Work/life harmony is crucial to the employee experience – a challenge for the bank, which is as much a tech start-up as it is a ﬁnancial institution and which has identiﬁed the long hours and ‘burn out’ culture associated with start ups as a real risk. Beth outlined the support she, personally, has received from the bank via a number of initiatives from mental health ﬁrst-aiders to an innovative approach to people management: each colleague has both a manager and team lead, The team lead’s role is focused not on tasks, objectives and performance but on understanding more about what’s happening in someone’s life, how they’re feeling and where they might beneﬁt from support. This concern for the employee was echoed by David Callaghan of Centralus. Centralus have a new approach to delivering engagement which struck me as a one-stop-shop for deﬁning what drives engagement within your business, delivering solutions to improve the employee experience, and measure success in one joined-up way. David reminded us that a holistic approach to employee experience was nothing new, with organisations such as Cadbury and Clarks investing in education, accommodation and recreation for their employees as far back as the 18th and 19th centuries. Talkin’ Bout a Revolution – Tracy Chapman Organisations who are ﬁnding new solutions to old problems included Imperial London Hotels, where a new approach has taken the grief out of grievances; OVO Energy – bringing start-up thinking to the energy sector; and new ways to engage frontline workers at Nationwide Building Society. What struck me about all three case studies was the passion and vision of the presenters – Gemma Todd, Kim Atherton and Heather Mustafa are great examples of how one person with a great idea and the tenacity to back it up can inﬂuence to improve their businesses for the beneﬁt of colleagues and customers alike. Human – Rag ‘n’ Bone Man Rag ‘n’ Bone Man’s 2017 hit was playing in my mind when I heard about the beneﬁts of treating people as individuals and valuing their contribution. Storytelling is not a new
concept to many engagement practitioners and it’s still working to great effect to bring organisational values to life or demonstrate delivery against strategic goals. I think it’s also linked to trust, as we’re wired to respond to a shared experience which sparks an emotional response, and organisations can really beneﬁt from the power of employee voice to bring credibility to their strategic narrative both inside and outside. Employee voice is being used to great effect at Waitrose, where Stuart Eames showed how technology has replaced the dusty old suggestion box in the corner of the ofﬁce. Waitrose partners are actively sharing ideas, with strong visible response from senior leaders. He showed us several examples where little ideas have led to big savings – as simple as reformatting the text on till receipts to make them shorter and massively reduce paper use across all stores. Employees are rewarded through gamiﬁcation tricks and, of course, seeing their ideas taken up by leaders and put quickly into action. We’re in the Money An honourable mention for all comms pros who offered up silent thanks that they didn’t have to deal with the Sainsbury’s CEO’s “unguarded moment” during coverage of the supermarket’s plans to merge with ASDA… A non mover! Connected – Stereo MCs In my chair blog last year, I reﬂected on how connection is a shared quality among so many of the comms people I meet at events and on a 121 basis. I usually use this to mean two things: our role in ‘being the glue’ for our organisations and our willingness to share ideas with others in our ﬁeld. This year’s summit showed me a new aspect of connection – an ever-clearer realisation that no employee is an island and employers must consider the whole employee experience; that internal versus external comms is becoming even less distinct; and that while managerial hierarchies are not going away any time soon, leaders at all levels and in all sectors must forge genuine two-way dialogue to build trust and drive performance. Perhaps music and communication aren’t so different and engagement practitioners are both arrangers and conductors – helping everyone ﬁnd their voice and sing from the same songsheet. I thoroughly enjoyed the day and found each 20-minute case study packed with practical ideas and food for thought, which I will take with me back to my day job and into my role as board chair for the Institute of Internal Communications. Many thanks to Steve, Katie and the team for another brilliant event.
THE DAY IN PICTURES
THE DAY IN PICTURES
MONDAY 12TH NOVEMBER 2018
WESTMINSTER PARK PLAZA, LONDON
The 2018 Engage Awards boast 20 categories, providing more opportunities than ever for organisations and individuals to showcase their achievements relating to employee and customer engagement.
Entries Close on 16th July
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