rethinking engagement using behavioural ... - engage employee · rethinking engagement –using...
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Rethinking engagement – Using behavioural
insights to drive change
Debbie Bennett-Jackson I @debloujackson
SVP Marketing & Engagement
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About Citi
• 200 million customer accounts
• Do business in more than 160 countries and jurisdictions
• Financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management
• Around 220,000 employees globally
• Around 34,000 in EMEA
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Change is the new normal
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70% of organisational change fails
as a result of employee attitudes and management behaviour
McKinsey & Co. The Inconvenient Truth behind Change Management
4 MM.DD.YY Presentation Title
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5 MM.DD.YY Presentation Title
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Banks v Banking
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Crowd sourcing: Our People told us
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Talent, Learning & Diversity
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Leader participation
Leader Videos User Generated Content
Social Conversation
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User Generate ContentLeader/Manager Stories
Storytelling
External Storytelling
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Habit changing bite-sized activity
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Day 25: Invoke your
inspirational giants
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Tools
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Bias Bingo
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#BeMore 50
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Engaging the #BeMore 50
Welcome Pack
Personalised Videos
Manager EmailQuarterly Calls
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Impact
+2%Provided with challenging
assignments and
experiences to develop
.
+2%Engagement theme
+8%The opportunity to grow and
develop
+4%Innovation theme
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Operating models
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What have we learned?
1. Compelling brand that connects at human level
2. Clear call to action/nudge
3. Fully integrated & just in time
4. Power of storytelling
5. Bite sized content
6. Social community
7. Work across organisational silos
8. Leaders, leading by example
9. Managers are key
10. Amplify with ambassadors
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Questions? Comments? Observations?