We're Only Human

"In 2021, our employees asked about 27,000 questions from the chatbot and completed about 16,000 transactions. So this year our focus is really on reinforcing awareness and adoption while we're working to continue to improve our processes, our content, and our support structure."

Nicole Sloan, Employee Experience Leader, Kimberly Clark

We're Only Human -- Episode 138

For many workers at large companies, the only way to get help is with a phone number or a web portal. While there's nothing wrong with those actions, they can be disruptive to the daily flow of work and even difficult for those working in positions that don't lend themselves to office or desk work. 

Kimberly Clark's Employee Experience team knew this and set out to change the fundamental interaction points for the firm's 46,000+ global workforce (including everything from desk workers to front line workers and everything in between).

The plan hinged on the implementation of KayCee, a chatbot that drove rapid, tailored interactions for every single request that came in. Listen to this episode to hear how Nicole Sloan and her team approached this challenge. In addition, we get to hear from Melissa Swisher from Socrates about how she and her team helped to enable these positive outcomes with a personalized, responsive chatbot experience for the workforce. 

If your company is thinking about a chatbot for employee self service, this story is going to give you good ideas and insights for your journey. If you're already on that path, this conversation has good ideas for process improvement that you won't want to miss. 

• Connect with Nicole on LinkedIn
• Learn more about Kimberly Clark
• Connect with Melissa on LinkedIn
• Learn more about Socrates

See our show archives and sign up for free updates

"We're talking ISO 45003 that I highly recommend people look at . Or you can talk to people like me who can break it down into regular language. Those three components of psychological health and safety, which are the structure, the environment and the expectations of behavior."

Dr. Allessandria Polizzi

We're Only Human -- Episode 137

In the workplace today, one of the common phrases that gets thrown around a lot is "psychological safety." But what is it, and how does it fit into the bigger conversation about resilience at work? 

In this episode of We're Only Human, Ben talks with Allessandria Polizzi about this intersection, exploring practical ways to bring this from idea to reality. While it's easy to feel like these elements are "soft" or unimportant in the bigger scheme of things, they are emerging as critical leadership skills. Listen in to dive into concepts like self compassion, organizational dysfunction, and more. 

If you enjoy this episode, you'll probably also like our talk with Faye Ekong from RavelWorks Africa on how to diagnose culture issues within the business.

Show Notes

Connect with Allessandria on LinkedIn

Check out the show archives, sign up for updates, and more

If we want to transform and do things differently, we always have a big "why." We have a purpose we are going after.  When I think about transformation, I say, how would you make a preferred way of working which will create delightful experiences for people at the center of that change?

Shalu Manan, HR Transformation Strategist

We're Only Human -- Episode 136

Change is inevitable, but there is a right and a wrong way we can present and represent change as HR leaders. In today's episode of We're Only Human, Ben talks with Shalu Manan, an HR Transformation Strategist working at Genpact. Shalu shares her personal stories of leading through change, identifying value points for the business, and driving positive experience for the workforce. 

If you work for a business that is facing change on any scale (and we all do!), then this episode is going to give you the ideas, insights, and inspiration that you need to see it through. 

Show Notes

Connect with Shalu on LinkedIn

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The first advice I would say is be extremely clear about what your purpose is. When I came into this role, we were extremely clear about what not only my goal, but my purpose as a leader in what I was here to do. I think is important for all HR professionals to understand really the critical business needs for the organization that you're a part of, and what is your role in your purpose within that? 

Alex Smith, CHRO of the City of Memphis

We're Only Human -- Episode 135

One of the things we're tasked with as HR leaders? Helping other people find their purpose in the business. 

The data are clear: purpose is one of the key levers of engagement and connection with the business. But have we ever stopped to think about our own purpose? What it is? Why it matters? How it can serve as a guiding light for our efforts? 

In this episode of We're Only Human, Ben talks with Alex Smith, head of HR for the City of Memphis, about her suggestions on how to create a more dynamic HR function through continuous learning, a strong purpose, and more. 

Just like the relatively small rudder steers a much bigger ship, this purpose can steer each of us into more impact than we could have without it. 

Show Notes

Connect with Alex on LinkedIn: https://www.linkedin.com/in/consultalexsmith/ 

See our show archives, sign up for free updates, and more: https://lhra.io/podcast 

"According to their Director of DEI and Mental Health, they've reduced short-term disability claims related to mental health by 20%, and they've reduced relapse and recurrence by more than 50%." 

Doug Berkowitz - SVP Operations - LifeSpeak

We're Only Human -- Episode 134

In the last few years, employee mental health has become a priority for more employers than ever before. And yet the data indicate that while employers are trying to make positive changes, they aren't really being felt by the workforce nearly as much as employers would like.

In this episode of We're Only Human, Ben talks with Doug Berkowitz from LifeSpeak about some new research that dives deep into what employees want from their companies, including specifics on types of mental health support, what aspects are most important, and how it will impact their performance and retention. 

Bottom line: it's time to for employers to take the topic of mental health and wellbeing seriously if they want to attract and retain a high-performing workforce. 

To see the full research report, check out the link in the show notes below. 

Links

• Check out the Employer Mental Health Report Card 
• Learn more about LifeSpeak
• Check out our show archives, sign up for updates, and more

The days of a recruiter having to really remember or jot down different iterations, skills, synonyms, acronyms... Those days are gone. We are constantly learning based off of the resumes that we're parsing. 

Terry Bustamante, DaXtra Technologies

We're Only Human -- Episode 133

Back in December, Ben and over 100 other business leaders and technology providers attended the HR Tech Connect Summit in Jacksonville, FL. At the event, one key session was called Mythbusting AI for HR, and it dove into the specific areas where myths abound because of misinformation or lack of insight into algorithm-based technologies. 

Today's conversation with Terry from DaXtra, recorded live on site during the HR Tech Connect Summit, dives into mythbusting AI specifically around hiring, giving ideas about how AI can increase the number of candidates available for a role, drive diversity and limit bias, and so much  more. 

Links: 

Interested in checking out what DaXtra is doing? Here is how they are supporting employers: https://www.daxtra.com/solutions-for/corporates-2/ 

Connect with Terry on LinkedIn: https://www.linkedin.com/in/terrybustamantebusdev/ 

Learn more about the HR Tech Connect Summit: https://hrtechconnectsummit.com/ 

See our show archives and sign up for free updates: https://lhra.io/podcast 

"Many employees these days may feel disconnected from their jobs or the company culture as a whole."

Ralf Hofmann, Managing Partner & Co-Founder, Drake Star

We're Only Human -- Episode 132

One of the things that makes us all better is hearing from people outside of our bubble. In this episode, Ben talks with Ralf Hofmann, an investor and business leader that helps with funding and business deals across the HR technology industry. They dive into some of the things that are top of mind for this business leader, such as the inclusion of artificial intelligence into HR operations, the need to consider virtual and remote employees when making decisions, and more. 

But Ben also asks a hard question towards the end: should HR, talent, and learning professionals be looking at the company behind the technology, not just the software, when making a purchasing decision? 

Check out this conversation to hear Ralf's answer and other trends his firm is watching for the coming year. 

Show notes and links:

Check out the previous episode on HR's role in cybersecurity: https://onlyhumanshow.com/e/owning-hrs-cybersecurity-responsibilities-with-erika-lance-on-were-only-human/

Learn more about Drake Star: http://drakestar.com

Check out the show archives, sign up for updates, and more: https://lhra.io/podcast 

"We all want to be seen, heard, and recognized."

Abby Hamilton, Chief People Officer, LiveIntent

We're Only Human -- Episode 131

When it comes to performance processes at most companies, the expected outcomes are compliance and completion. But in this episode, Ben talks with Shane Metcalf of 15Five and Abby Hamilton of LiveIntent to understand what it takes to create not just a process, but a true culture of performance within an organization.

Shane and Abby share ideas, insights, and suggestions that every employer can leverage to create a better and more equitable performance process. 

Resources: 

• Check out the HR Superstars podcast: https://podcasts.apple.com/us/podcast/hr-superstars/id1551858336 
• Connect with Shane on LinkedIn: https://www.linkedin.com/in/shane-metcalf-55620213/ 
• Connect with Abby on LinkedIn: https://www.linkedin.com/in/abbyhamilton/ 
• See the We're Only Human show archives and more: https://lhra.io/podcast 

"We collect three to 4 billion talent signals in the platform. That number is so large that if you were to spread it out over each second, it's 30 years of data. It's a crazy large number, but machine learning can look at that and in a millisecond find the patterns that you're looking for and apply it to what you want in a heartbeat." 

Cliff Jurkiewicz, VP Global Strategy at Phenom

We're Only Human -- Episode 130

Join Phenom's Industry-first AI Day at http://ai.phenom.com

Artificial intelligence is polarizing. It's either going to save us all or destroy life as we know it. 

Okay, that's a bit tongue in cheek, but you know what I mean. The headlines paint one picture, but users (especially in HR and recruiting) are seeing incredible value. And that includes not just admins but employees and candidates as well. Put simply, AI can create amazing, personalized experiences .

In this episode, Ben speaks with Cliff Jurkiewicz, VP of Global Strategy at Phenom, about the use of AI technology by some notable brands like Southwest Airlines to create better experiences for candidates. In addition, they dive into some of the basics of how AI works. Most importantly, though, they tease the new AI Day that Phenom is hosting on December 9th, 2021. It's a limited seating virtual event with some BIG announcements. You won't want to miss this if you plan on hiring or retaining employees in the coming year. 

Thanks for listening to We're Only Human! Check out our show archives and/or subscribe at https://lhra.io/podcast 

"And as I have these conversations with hiring managers and my peer executives, I often ask them things like, 'Who is the best person that works with you that comes from a non-traditional background--would you take more of them?'

And of course the answer is always yes. You can! You can do that. And why not risk the possibility of getting somebody amazing?"

Peter Sursi, Talent Executive, Federal Bureau of Investigation

We're Only Human -- Episode 129

In today's talent market, employers need to be willing to flex, change, and iterate. "The way we've always done it" was always a poor strategy, but today it could be crippling. 

In this episode of the podcast, Ben talks with Peter Sursi, a talent executive with the FBI. Peter's belief is that employers should open up their hiring to nontraditional backgrounds. This not only supports diversity efforts, but it also helps to diversify talent pipelines and create a more rich and varied set of skills that your organization can tap into. 

Listen to Peter's passionate plea for companies and hiring leaders, and take him up on the challenge to "risk getting someone amazing" into your next hiring funnel. 

Links and Show Notes

Connect with Peter on LinkedIn: https://www.linkedin.com/in/petersursi/ 

This episode is a replay from our 2021 State of Hiring in Today's Talent Market event. To hear the entire event and get 3.0 HRCI/SHRM credits, get the free replay on demand here: https://lhra.io/hire21 

Check out our new research on The Great Reprioritization: https://lhra.io/blog/data-preview-the-great-resignation-nope-its-the-great-reprioritization-new-research/