Cruising Altitude - How to Improve your Digital EX Through Proactive Data and Analytics with Bill Taylor, Managing Director of MSCI

How to Improve your Digital EX Through Proactive Data and Analytics with Bill Taylor, Managing Director of MSCI

02/23/23 • 32 min

This episode features an interview with Bill Taylor, Managing Director at MSCI, a global leader in investment services and solutions. Bill has over 20 years of experience dedicated to managing the digital infrastructure at companies like JPMorgan Chase. He brings with him an “engineering mindset” of solving problems instead of just fixing them. And on this episode, Bill is discussing the benefits of shifting employee communications to video, why it’s important to offer accessibility options by default, and how MSCI leverages data to be proactive instead of reactive.

Quotes

*”We've changed the mindset of the team to be proactive instead of reactive. When we think about traditional workplace technology or IT types of support, it's often responding to problems that people are having, fixing it and moving on to the next problem. My team has evolved and invested in tools to be proactive. We use the tools to help us get in front of certain issues and at a minimum inform people about what those might be. But ideally actually fix them before they impact a large portion of our organization.”

*”We built a customer success team that is interacting more with our employees so we can understand better about what their needs are and get ahead of them. It has created an environment where our employees feel comfortable, they know who to go to in order to help them get what they need.

*”We have all these potential [accessibility] solutions that we can offer to people to help them. Just because I'm not hearing about them or physically seeing someone who may have a specific disability doesn't mean that they don't need them. So that's when it struck me. I needed to get the information out there, let people know that these solutions or features or functions within applications exist.”

Time Stamps

*[3:07] The Flight Plan: Get to know MSCI

*[6:02] First Class: Best EX practices at MSCI

*[6:31] How can you be proactive to predict and prevent issues with the digital employee experience?

*[27:05] Turbulence: EX lessons learned

*[30:11] How does Bill lead in stressful situations?

Links

Connect with Bill on LinkedIn

Learn more about MSCI

Thanks to our friends

This episode is brought to you by Firstup, the company that is redefining the digital employee experience to put people first and lift companies up by connecting every worker, everywhere with the information that helps them do their best work. Firstup has helped over 40% of the Fortune 100 companies like Amazon, AB InBev, Ford and Pfizer stay agile and keep transforming. Learn more at firstup.io

Quotes

Time Stamps

*[3:07] The Flight Plan: Get to know MSCI

*[6:02] First Class: Best EX practices at MSCI

*[6:31] How can you be proactive to predict and prevent issues with the digital employee experience?

*[27:05] Turbulence: EX lessons learned

*[30:11] How does Bill lead in stressful situations?

Links

Connect with Bill on LinkedIn

Learn more about MSCI

Thanks to our friends

Previous Episode

Cruising Through Our 2022 Year in Review

2022 was a year of exploring new heights on Cruising Altitude. So we wanted to share some highlights with you. In this episode, we’re looking back on our conversations with leaders at companies like Sony, Lockheed Martin, Sam’s Club, and more. And celebrating what we’ve learned from them about supporting a world class employee experience.

Quotes

*“I don't think experience is something that can be worked on. I think it's a fluid living, breathing entity. And I like to ask a question from our core team in HR and marketing, ‘What will bring more life to the employee experience?’” - Marija Zivanovic-Smith, Senior Vice President, Chief Marketing and Communications Officer at NCR

*”When you are implementing improvement in your employee experience, the process never ends. So employees keep on raising the bar, and you are always working to do better. So you are doing something, you are doing better, but then you need to keep on doing better is something that never finishes.” - Quique Huerta, Global Employee Experience Officer at Liberty Mutual Insurance

*”When we operate in so many countries, there are multiple language barriers, which you need to go through. So how do you ensure that what you communicate lands appropriately so that everyone can act on the communication that is being said? One of the big challenges we have as an organization is thinking as one global organization. The headquarters is all about coming up with a framework on how you approach things in a way in which every country in which we operate can take the framework and apply the framework that suits the needs of the respective country's operations.” - Bala Sathyanarayanan, Executive Vice President and Chief Human Resources Officer at Greif, Incorporated

Links

Connect with:

Marija Zivanovic-Smith

Quique Huerta

Bala Sathyanarayanan

Paulo Pisano

Alan Winters

Christopher Shryock

Thanks to our friends

Next Episode

How to Create a Magnetic Employee Value Proposition with Michael Trout, VP and CHRO at State Farm

This episode features an interview with Michael Trout, VP and CHRO at State Farm, leaders in mutual insurance and the largest property, casualty, and auto insurance provider in the U.S., with over 60,000 employees. Michael has been with State Farm for more than 30 years, having served in different leadership positions including VP of Operations in Human Resources. And on this episode, Michael is discussing how to improve employee value proposition, why you should accept a lateral position change, and using AI to customize the digital employee experience.

Quotes

*”My director wanted somebody who understood the business but could also communicate with the employees, create followership, connect with employees and build relationships. That's the skill that's probably helped me throughout my whole career is you have to be able to speak business. If you can't speak business, you lose credibility in the boardroom.”

*”I wouldn't give up the lateral moves for anything, because they gave me the foundation across multiple areas, but gave me the flexibility, the agility, and the foundation so that when I did move up, I didn't have to learn as much because I had that foundation across multiple channels.”

*”It's always about promotion, promotion, promotion. My argument is, ‘Learn as much as you can so that when you're promoted, you have a leg up and you have an advantage over the people who don't have all of those experiences across the organization.’”

*”Once someone feels like they belong in the organization, that's when the magic starts happening. They then understand the mission and the purpose. The job becomes a lot more fun because they feel like they fit there. They have great relationships.They have a mission that they can get behind. That's when they start their career and can build out a career in the organization.”

Time Stamps

*[8:01] The Flight Plan: Get to know State Farm

*[10:49] First Class: Best EX practices at State Farm

*[30:17] Turbulence: EX lessons learned

*[33:33] Smooth Landing: Michael’s advice for other EX leaders

Links

Connect with Michael on LinkedIn

Check out State Farm

Thanks to our friends