Reimagine the Way Work Gets Done Michelle Caldwell

Reimagine the Way Work Gets Done Michelle Caldwell, MVP Mary. m. caldwell@Avanade. com

Agenda § § Benefits of a Digital Workplace High-Performance Workplace Intelligent Context Illustration Digital Workplace Roadmap © SPintersection. All rights reserved. http: //www. SPintersection. com

11 years in Share. Point, 16+ in IT MVP PMP CSM 2 children (Heaven and Brenden) and 2 cats (Clark & Snickers) and 1 puppy (Ruger)

Digital breaks us free from rigidly defined jobs How work is organized and performed Siloes and hierarchies collapse in organizations powered by seamless collaboration The job requires a fundamental rethink as work is performed in distributed teams Analytics-based decision making enables experimentation, iteration and adaptation Robots and the Internet of Things interact with humans Source: Accenture Workforce of the Future study © 2016 Avanade Inc. All Rights Reserved. 4

Digital democratizes the workforce Who performs the work and the employee experience Shifts business model and transforms jobs to focus on the most human aspects of work Requires workers to develop new skills supported by ubiquitous learning Transforms the workforce by enabling organizations to tap into global workers Compete for new talent based on employee experience Source: Accenture Workforce of the Future study © 2016 Avanade Inc. All Rights Reserved. 5

Digital leaders orchestrate networks of diverse talent How work is led and managed Leaders will use digital to “share their brain” so that their strategic direction and decision criteria becomes visible to all Leaders will create and orchestrate networks instead of issuing commands Leaders will encourage a culture of experimentation and unleash workers to make decisions and take initiative Leaders will integrate diverse talent through shared purpose and meaning Source: Accenture Workforce of the Future study © 2016 Avanade Inc. All Rights Reserved. 6

Video: How companies are implementing the Digital Workplace Experience © 2016 Avanade Inc. All Rights Reserved. 7

Benefits of a Digital Workplace 8

Research Overview Business Benefits Employee Engagement Digital Disconnect Workplace Evolution Building a Digital Future 99% 93% 84% 91% >50% mistakenly believing that using email and social media alone constitute a digital workplace. believe that today’s teenagers will be working in roles that do not exist today. have at least one of the building blocks for a digital workplace already in place or are planning to invest in the next 12 to 24 months. who have adopted digital workplace tools have experienced business benefits, including increased employee engagement. recognize employee engagement as a key contributor to the bottom line. Yet, cost barriers are delaying a true digital workplace. Today, companies are challenged to speed up business cycles and increase productivity to drive competitive advantage. Organizations must use digital workplace technologies to tailor business processes and work to the context of the employee’s industry, role, location and tasks. Companies that do so will create competitive advantage, increase productivity, reduce costs and speed up innovation. *Source: Wakefield Research for Avanade, May 2015 © 2016 Avanade Inc. All Rights Reserved.

Digital workplace tools lead to significant business benefits. 99 percent of organizations that have adopted digital workplace tools have experienced business benefits – including employee engagement. 99% of organizations that have adopted digital workplace tools have experienced one or more business benefits as the direct result of adoption of these technologies: • Increased productivity • Increased employee engagement • Revenue growth 88% of companies that are self-described as more profitable than their competitors have adopted at least one technology solution associated with a digital workplace (compared to 79 percent of less profitable companies) 93% of respondents agreed that increased employee engagement has a positive impact on the bottom line. *Source: Wakefield Research for Avanade, May 2015 © 2016 Avanade Inc. All Rights Reserved. 10

Increased employee engagement = increased bottom line. 93% of respondents indicated that improved employee engagement positively impacts company revenue – underscoring the importance of taking the long view around technology investments. 48% of respondents indicated that the cost of digital workplace solutions delayed adoption for their organizations. Companies have an opportunity to better align technology investments with their strategic objectives. Employee engagement is recognized as a key contributor to the bottom line. Yet, cost barriers mean that enterprises are, on average, four years away from achieving a true digital workplace. 75% of large enterprises indicated that their company is currently experiencing business challenges related to data and analytics, yet only. . . 40% indicated that investments in providing access to business insights and information was a very important priority for their company in the next 12 -24 months. *Source: Wakefield Research for Avanade, May 2015 © 2016 Avanade Inc. All Rights Reserved. 11

Confusion remains about what a digital workplace looks like. 84% 75% 56% Confusion remains about what a digital workplace looks like. An overwhelming majority of companies (84 percent) mistakenly believing that using email and social media alone constitutes a digital workplace. of companies think email and social media constitute a digital workplace. of companies said that digital workplace capabilities would benefit their organization significantly, yet only 40% companies have adopted these tools. of companies have not adopted digital workplace technologies, and only 1 in 4 companies indicated that more than half of their organization’s software and applications can be accessed seamlessly outside of a physical office location. A digital workplace is defined as one that brings together applications, information and collaboration in an intelligent context that is tailored to the individual employee’s role, location and tasks. *Source: Wakefield Research for Avanade, May 2015 © 2016 Avanade Inc. All Rights Reserved. 12

An entirely new work environment is on the horizon. 72% agree that the traditional office as we know it will become obsolete within four years. Companies appear to prefer to focus on technologies they can touch and control rather than training new skills in employees. Enabled by technology, an entirely new work environment is on the horizon; 91 percent of respondents believe that today’s teenagers will be working in roles that do not exist today. 71% of respondents indicated that new technologies are leading to new skills and disciplines in the workplace, rather than the reverse. 31% of respondents believe that their company’s current technology diminishes creative thinking. All signs point to the likelihood that the typical employee of 2025 is something executives can’t yet imagine. However, one thing is clear: the workplace of the future will be increasingly digital, and companies have an opportunity to align today’s technology investments with strategic priorities that support a digital future. *Source: Wakefield Research for Avanade, May 2015 © 2016 Avanade Inc. All Rights Reserved. 13

The Old Office © 2016 Avanade Inc. All Rights Reserved.

Today’s Workplace © 2016 Avanade Inc. All Rights Reserved.

With New Experiences and Communications © 2016 Avanade Inc. All Rights Reserved.

And New Participants © 2016 Avanade Inc. All Rights Reserved.

Digital Workplace Keys to Success Actionable insights: Data and Analytics everywhere Engaged Employee Experiences Real-time adaptation: Flexible organizational designs and processes © 2016 Avanade Inc. All Rights Reserved.

Digital Workplaces help address a number of challenges Organizational challenges Specific business function challenges Attract, engage and retain employees who expect to work collaboratively using consumer-grade interfaces and tools Increase win rates, close sales faster, bring new sales people up to competency faster and accelerate the launch of new products/markets Support devices used by employees and make key applications and information available anytime, anywhere in a secure way Improve customer satisfaction, decrease operation expenses, increase upsell and reduce time to competency Enable more agile and productive ways of teamwork and collaboration Enable operational improvements, improve service satisfaction, increase uptime and reduce time to competency © 2016 Avanade Inc. All Rights Reserved. 19

The Digital Workplace Value Tree – How Value Is Realized Most Organizations Focus On A Subset Of Value Metrics That Align with Organization Goals Theme Category Increase Task Productivity Efficiency Improve the performance and productivity of the workforce & reduce operating costs Benefit Reduce time searching for info through improved aggregation of info and intelligent context Reduce time re-inventing work products by making best examples easily discoverable Decrease hand offs, call backs and cycle time through real time interactions and workflow Reduce information delivery costs Reduce Expenses (non-payroll) Reduce training costs through just in time, point of need learning and access to information Reduce travel costs via improved collaboration and virtual meetings Reduce IT costs by eliminating redundancy, reducing license costs, shifting maintenance to low cost resources, reducing upgrade costs Reduce internal and customer support costs by facilitating self service & providing help desks with the right info in an intelligent context Provide robust real time support for business processes and tools via integrated process and tool support Decrease Time to Competency Provide in depth knowledge of customers, products, processes, policies, etc. at the point of need via the Intelligent Context Engine Reduce time/cost to train on new skills, processes, policies, etc. by quickly embedding support into the Digital Workplace Reduce knowledge drain when employees leave through capture of key artifacts, conversations and knowledge Improve Top Line Financial Results Effectiveness Increase revenue, innovation and quality Increase win rate by arming sales force and customer support with better product, customer and other info Decrease cycle time to close sales, launch products, etc. via expertise finder, re-usable work products, accelerated workflows, etc. Foster innovation, process improvement and replicating success by sharing what’s working Increase Time Focused Make information available anytime, anywhere so that people can use otherwise unproductive time on Key Tasks Decrease time spent on administrative & reporting activities by providing intelligent process support Help workforce make better decisions through providing analytical insights and best practices Reduce Risk Increase compliance to policies and processes by providing easy access to standards, process steps and examples at point of need Reduce error rates & misinformation via increasing information currency, quality and relevance Reduce cost of quality by harvesting lessons learned, sharing past process improvement projects, etc. Satisfaction Enhance customer and employee satisfaction, value perception & loyalty Increase Customer Satisfaction Increase customer satisfaction via a more engaged selling process and improved customer service consistency & quality Enhance Employee Satisfaction & Engagement Reduce attrition by shifting work to higher value tasks, supporting performance at a higher level, better acclimating new employees, etc. Increase customer loyalty via better understanding their needs and fulfilling them Increase employee pulse survey results because people feel more supported in their job 20 © 2016 Avanade Inc. All Rights Reserved. Improve reputation of company as a good place to work by providing a modern environment to deliver what people need to succeed

Examples of Value Realized From Digital Workplace Theme Category Increase Task Productivity Efficiency Reduce Expenses (non-payroll) • Large telco increased customer service agent productivity by 23% • Insurance company increased agent productivity by 10% • High Tech Company field services workforce increased productivity by 20% • • Large energy company identified $200 million savings in applying lessons learned to large capital projects Insurance company reduced information distribution costs by $3 million per year Global bank reduced loan processing costs by $10 million annually and licensing costs by $35 million annually Top Pharma Co. R&D pilot resulted in $1. 5 M in cost savings within the first 6 months Large bank was able to double the number of branch locations without increasing IT headcount Large telco saved $6 million annually in customer support costs Leading retailer reduced internal help desk calls by 15% Decrease Time to Competency • Leading telco reduced time to competency for customer service reps by 75% • A large Internet Service Provider reduced customer service training from 8 weeks to 2 weeks • Consumer products co. researchers retained critical knowledge after consolidating R&D centers & met new product launch timelines Improve Top Line Financial Results • • Effectiveness Increase Time Focused on Key Tasks Satisfaction Examples of Value Achieved Insurance company increased sales conversion rate 20% Leading telco customer service agents increased sales conversion rate by 102% Leading high tech co. salespeople were 10% more likely to meet sales quotas Insurance company policy application process reduced from 4 -8 days to 4 -8 hours Global bank decreased loan processing time by 30% Leading Pharma Co. researchers were able to reuse prior findings and cut weeks off of the time to get new products to market Leading Pharma Co. marketing department increased meeting product launch targets from 33% to over 50% Professional Services Co. quickly identified best low cost ways to improve employee satisfaction with IT • Home health care provider eliminated duplicate entry of information by 15, 000 mobile workers and saved $10 million annually • Large retailer reduced time to pick online orders by 30% • Large Insurance company reduced logon times by 15 minutes person each time they log on Reduce Risk • Large property management company significantly improved inspector accuracy while increasing productivity • Large bank was able to decrease IT downtime by 20% Increase Customer Sat • Leading telco customer service agents increased customer satisfaction by 16 points © 2016 Avanade Inc. All Rights Reserved. 21

Leading Organizations That Have Successfully Achieve A Digital Workplace Leading Communications Provider Home Healthcare Provider Leading Beverage Company Global Insurer Field sales/service Agent sales Flight attendants Tablet-based support of daily visits to the stores and bars, checking inventory, setting up displays, ensuring cleanliness of taps, building better relationships with customers, etc. Tablet-based support of agents with lead assignment, route mapping, appointment management and rate calculation. Mobile phone-based support of attendant’s scheduling, sale of drinks/food, etc. Desktop-based aggregation of the applications and information agents need to handle customer calls Tablet-based support of delivering healthcare in patients’ homes Drives increased sales, better customer satisfaction Agents 10% more productive, sales conversion rates increased 20%, $3 million in annual cost savings Drives decrease in card losses and improved employee and customer satisfaction Drives decreased average call handling time plus increased customer satisfaction Drives increased productivity, reduction in medical errors and higher customer satisfaction European Telco Call center agents © 2016 Avanade Inc. All Rights Reserved. Global Consumer Products Company Home healthcare professionals Information workers video Personalized productivity oriented intranet and collaboration environment accessible from mobile, tablet and desktop Drives personal productivity and sharing of best practices 22

Customer Example – Delta Airlines Business Situation • Delta wanted to offer its customers a more comfortable in-flight experience and also provide better tools to its flight attendants to support their in-flight and groundside employee experience. Solution • A mobile sales and services solution linked to its corporate back-office systems that would support Delta’s goal to be the number one airline in customer satisfaction. Results • In four months, Avanade replaced the current point of sale system with a mobile phone-based system. • More than 19, 000 attendants were trained on how to use it via a unique, Avanade-created computer-based training program. • Customers can upgrade to economy comfort seating in-flight, use credit cards for on-board purchases and receive receipts via email. • Credit card transactions are processed in near real time, using the onboard wireless network when available or are stored for later processing using the application’s unique offline-capable design. This helps Delta reduce instances of bad or expired debit/credit card payments. link © 2016 Avanade Inc. All Rights Reserved. 23

Airline Attendant Digital Workplace – Mobile Phone Version In Flight Purchase Scheduling Incident Reporting © 2016 Avanade Inc. All Rights Reserved.

Key Take-a-way To Succeed you need to reshape your business around customer outcomes and desires - Forrester © 2016 Avanade Inc. All Rights Reserved. 25

High-Performance Workplace Platform 2

Digital Workplace – Architectural Framework Digital Employee Experience Digital Workplace Services Document Management Email & Calendaring Records Management IM, Presence, Conferencing Share. Point • • Profile & Expertise Personalization Enterprise Voice Yammer Document, record, & knowledge management Publishing Profile and expertise Search & surfacing • • Notifications Business Intelligence One. Drive Social collaboration Community membership Document conversations Peer recognition • • Document sharing & Synchronization External collaboration Intelligent Context Web Content Management Skype • • Search Social Collaboration Power BI Instant messaging/ presence Conference calling Enterprise voice Smartboards • • Business intelligence Dashboards Reports Data driven decisions Digital Workplace Platform Authentication and SSO Storage Security Integration © 2016 Avanade Inc. All Rights Reserved. Mobile Network Operations & Monitoring 27

Digital Workplace 360 Degree Architecture Representative Social and Third Party REST APIs Enterprise Mobility Suite/Intune Field and Industry Devices REST APIs, . NET APIs, Power. Shell © 2016 Avanade Inc. All Rights Reserved. 28

Guide to 0365 Image provided by Sharegate © 2016 Avanade Inc. All Rights Reserved.

Where does it all fit? © 2016 Avanade Inc. All Rights Reserved.

Intelligent Context Illustration 3

Intelligent context illustration: from searching for information to information finding you 1. Trigger event: Gather information related to sales lead on smart phone 2. Automatic context sensing based on input 5. Information in context delivered to worker: Efficiency, speed and productivity in winning new deals 4. Find information relevant to topic: Intelligent context engine Illustrated by sales scenario System senses ongoing search is about new sales lead 3. Action on defined context: System automatically sets up new workspace for sales opportunity Connects you to the right information and experts working on similar opportunities © 2016 Avanade Inc. All Rights Reserved.

Guiding Principles for Digital Workplace Transformation Success 1 2 3 4 5 foundational decisions quick wins engage key segments of users assets, accelerators and proven methodologies. © 2016 Avanade Inc. All Rights Reserved.

The Digital Workplace Roadmap - Example Actionable Insights ? Combining human and machine intelligence for better decisions Extending mobile digital experiences from devices into the environments we work in Working Anywhere Move digital experiences fluidly and securely 2 Role Based Information Access Working Anywhere capability expanded Accessing the information of the enterprise 2 Intranet Hub Platform Stream Network Impact Assessment Network Remediation Workplace Single Sign On Next Gen Enterprise Mobility Share. Point On-Premise Service Transformation, Change Enablement IT Engagement Experience 1 5 Connect and Participate All employees engage and connect intuitively as a part of business processes 1 Corporate Apple Mac offering Employee cloud storage Office Home Use Program 2 Legacy mobile platform retirement Work on any device, any time 5 Adaptive & immersive communication environments that allow for teams and individuals to work together in real-time 3 Enterprise Social 4 Enable a new way for connection and sharing A modern platform for teamwork and knowledge NOW – ‘Adapt’ (6 -12 months) • Discard obsolete and ineffective technology • Assess effectiveness and utilized capacity of current technology • Learn to use collaboration tools effectively • Prepare for change Share. Point Bus Apps Team Spaces 3 Functional Improvements Collaborative workspaces are context-enabled and increase engagement and productivity 3 NEAR – ‘Adopt’ (1 -2 years) • Adopt new technology to increase virtual competence and connectivity • Leverage new technology on digital workplace journey • Learn how to work in a way that can be expanded globally FAR – ‘Anticipate’ (3 years) • Forecast technology impact on future ways of working • Anticipate disruptive changes in workplace technology • Avoid being forced to react when it is too late

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