Why our employee experience matters just as much as the brand experience - feat. MLB

SESSION WILL BEGIN SHORTLY.

SESSION WILL BEGIN SHORTLY.

OUR IMMIGRANT.

ANXIOUS AND BILINGUAL.

WE'RE CURRENTLY IN THE SESSION CREATING AN MLB WHICH IS

MADE POSSIBLE BY OUR GENEROUS SPONSOR END BORDER.

HERE'S A LITTLE BIT ABOUT IN BORDER.

WE HIRE LOTS OF PEOPLE.

WE NEVER PROMISE TO GIVE THEIR BEST FIRST DAY EVER.

THINGS HAVE CHANGED SINCE MY FIRST DAY.

IT'S ALL THANKS TO IN BORDER.

N BORDER ALLOWS US TO EASILY CREATE ONBOARDING.

WITH PERSONALIZED MESSAGES AND CUSTOM VIDEOS.

N BORDER EMTAEP MEMBERS AND NEW HIRES TO TRULY BUILD A

CONNECTION.

IT'S A CHALLENGE FOR A LARGE ORGANIZATION TO ONBOARD

ADDED SCALE.

THANKS TO N BORDER THAT.

>> THANK YOU AGAIN AND ENBORDER FOR SPAWNSORING THE

SESSION.

IN THIS SESSION WE'RE GOING TO HEAR ABOUT MLB IN USING

PEOPLE DATA TO CREATE A ONE OF A KIND EXPERIENCE FOR

THEIR RUNNING THEIR FIRST ENGAGEMENT SURVEY AT MLB.

I FEEL SO PROUD AND PROUD TO SHARE THIS SHOUR EVERY

STORY TODAY.

AND SO IT'S MY HONOR TO INTRODUCE YOU ALL TO MY

WONDERFUL CUSTOMER AND THE PERSON WHO SPEARHEADED THIS

ENTIRE INITIATIVE KAER RE-

RE-CONNERTY.

AND SO WELCOME KIERA TO THE STAGE.

>> THANKS MELVIN.

I'M GOING TO PULL UP MY SLIDES HERE EVERYONE.

ALL RIGHT.

THANKS AGAIN MELVIN.

IT'S VERY APPROPRIATE MELVIN WAS THE ONE TO INTRODUCE.

WE'VE BEEN ON THIS JOURNEY FOR ABOUT 15 MONTHS NOW.

KIND OF HARD TO BELIEVE.

JUST THIS JURY ME WE'VE BEEN ON IN CREATING THESE

UNFORGETTABLE MOMENTS FOR OUR EMPLOYEES JUST LIKE WE

TRY TO DO FOR OUR FANS EVERY SINGLE DAY.

I'M KIERA CONTREE.

VETERANVETERAN, AND ATHLETE AND OPTIMIST.

I THINK WITH THE BRAND BY MAJOR LEAGUE BASEBALL MOST

PEOPLE HAVE SOME SORT OF PRECONCEIVED NOTION WHAT MLB

JUST FROM THEIR FAVORITE TEAM.

MAYBE THEIR HOMETOWN CLUB, SOMETHING THAT THEY'VE SEEN

IN THE MEDIA OR IN THE NEWS.

BUT IT DOESN'T GIVE THE PICTURE WHAT IT'S LIKE TO WORK

AT MAJOR LEAGUE BASEBALL.

I WANT TO GIVE TO CONTEXT WHAT THAT'S ABOUT.

THE MAJOR TAFF ARE BASED IN THE UNITED STATES MOSTLY IN

NEW YORK CITY.

BUT WE DO HAVE EMPLOYEES OUTSIDE OF THE U.S. AS WELL.

DURING THE BASEBALL SEASON, THE NUMBER OF EMPLOYEES

ACTUALLY ALMOST DOUBLES WITH THE BIG CONTINGENT OF

PART-TIME STAFF THAT HELP US DO THINGS IN THE AR

ARENARENAS.

SO WE GET A LOT BIGGER WHEN THE BASEBALL SEASON IS

GOING ON.

HISTORICALLY OUR POPULATION IS VERY LONG TENURED.

AND WE'VE HAD LOW TURNOVER.

THAT'S BECAUSE PEOPLE FEEL VERY CONNECTED TO OUR BRAND.

FOR A LOT OF THEM IT'S A DREAM JOB.

SO WE DON'T HAVE THOSE TYPES OF CHALLENGES.

ATTRACTION IS NOT AN ISSUE.

WE GET THOUSANDS OF APPLICATIONS FOR OUR JOB RECS.

BUT THOSE ARE NOT SOME OF THE ONES WE HAVE.

ALSO THE TEAMS THEMSELVES HAVE THEIR OWN STAFFS.

SO THEY ALL HAVE THEIR OWN CULTURES.

WE AT THE LEAGUE OFFICE WE MANAGE SOME OF THE WHOLE

LISTICASPECTS OF THE BASEBALL LEAGUE.

BUT THE TEAMS HAVE THEIR OWN STAFF.

IT'S PRETTY CREATIVE BECAUSE OF THE CLEC HAD TER

BARGAINING AND THE STAFF.

MUSHLINGED WITH BASEBALL ADVANCED MEDIA THAT DOES ALL

OF THE STREAMING CONTENT AND ALL OF THE APPS THAT THE

MAJOR LEAGUE BASEBALL.

AND THINK ABOUT MERGING A CULTURES OF A LAW FIRM AND A

TECH STARTUP.

THAT'S BASICALLY WHAT IT WAS LIKE.

THAT PROCESS IS STILL UNDERGOING.

WE ONLY MOVED UNDER THE SAME PHYSICAL WORKSPACE LAST

JANUARY WHERE WE HAVE TO CLOSE EVERYTHING DUE TO COVID.

FINALLY I LIKE TO LOVINGLY SAY WE HAVE A LOT OF THE

UNICORN JOB.

I WENT THROUGH OUR EMPLOYEE DIRECTORY AND PULLED A

COUPLE OF TO SHARE WITH YOU.

MEDICAL AND EQUIPMENT MANAGER.

PILOT.

ATHLETIC TRAINER.

AND VICE PRESIDENT OF INSTANT REPLAY.

SOME OF THESE UNIQUE POSITIONS THAT REALLY ONLY EXIST

WITHIN OUR ORGANIZATION OR MAYBE ANOTHER LARGE SPORTS

LEAGUE.

THEY HAVE DIFFERENT NEEDS.

SO WE HAVE TO MAKE SURE WE'RE ABLE TO ADDRESS THEM.

BUT AT THE SAME TIME WE ALSO HAVE A LOT OF THE

TRADITIONAL JOBS SO LAWYERS, I.T. STAFF, HR PERSONNEL

LIKE MYSELF.

SOFTWARE ENGINEERS.

WE HAVE TO MAKE SURE EVERYTHING WE'RE DOING WILL TOUCH

ALL OF THESE POPULATIONS.

SO THAT'S A LITTLE BIT OF CONTEXT WHO WE ARE.

AND THE QUESTION THAT WE HAD ABOUT OUR CULTURE AS

MELVIN SAID THIS WAS A FIRST TIME INITIATIVE.

HOW DO WE CREATE UNFORGETTABLE EXPERIENCES FOR OUR

EMPLOYEES JUST LIKE WE DO FOR OUR FANS.

ANYTHING THAT KNOWS ANYTHING ABOUT BASEBALL WE MEASURE

EVERYTHING ON THE FIELD E.R.A.

R.B.I.'S.

WHP.

HOME RUNS.

THERE'S NEW STATS ADDED ALL OF THE TIME.

WHAT'S THE AVERAGE AGE OF OUR FANS.

WHAT'S THE GAME ATTENDANCE.

WHAT'S THE VIEWERSHIP ON TELEVISION.

IF ANYONE HAS BEEN TO A GAME AND THEY USE THEIR SMART

PHONE AS THEIR TICKET.

AND THEY CAN SOMETIMES ORDER FOOD ON THEIR PHONE.

WE'RE TRACKING ALL OF THOSE STATISTICS.

WE'RE RUNNING RESEARCH ON ALL OF THE DATA.

HAVING SUCH A DATA CENTRIC COMPANY WHEN I STARTED AT

MAJOR LEAGUE BASEBALL TWO YEARS AGO TO LEARN THAT WE

WEREN'T MEASURING ANYTHING RELATED TO OUR EMPLOYEES.

EVERYTHING ABOUT OUR EMPLOYEE BASE WAS SORT OF

ANECDOTAL COMMENTS.

SO I THOUGHT IT WAS REALLY IMPORTANT FOR US TO START

CREATING A CULTURE OF FEEDBACK FOR OUR EMPLOYEES

INSIDE.

I'D ARGUE WE HAVE PEOPLE ARE JUST PSYCHED TO BE A PART

OF THE MAJOR LEAGUE BASEBALL AND TELL PEOPLE THEY WORK

FOR MAJOR LEAGUE BASEBALL.

HOW CAN WE FIND WAYS TO CAPITALIZE ON THAT PASSION THEY

HAVE FOR OUR BRAND.

SO THE FIRST STEP WE TOOK, AND I'M SAYING IT LIGHTLY

BUT IT TOOK A LONG TIME WE ASKED OUR EMPLOYEES HOW THEY

WERE FEELING THROUGH A SURVEY.

AND WE LEARNED SOME REALLY IMPORTANT THINGS FROM OUR

EMPLOYEES.

FIRST OF ALL THEY WERE VERY EAGER TO PARTICIPATE.

WE HAD A 84% PARTICIPATION AND OVER 5 TEXT COMMENTS

PROVIDED BY OUR EMPLOYEES.

THEY WERE EXCITED TO GIVE US THEIR FEEDBACK AND THEY

WERE REALLY THOUGHTFUL ABOUT IT AS WELL.

WE FOUND SOME OPPORTUNITY AREAS THAT SURROUNDED AROUND

COMMUNICATION AND RECOGNITION AND I'LL TALK A LITTLE

BIT MORE IN A LITTLE BIT WHAT WE DID AROUND THESE TWO

AREAS.

WE ALSO LEARNED THAT EMPLOYEES WERE PRETTY PLEASED WITH

OUR RESPONSE TO CHALLENGING TIMES IN 2020.

THERE WAS NEW METHODS AND MORE FREQUENT COMMUNICATIONS

AS A RESULT EVERYTHING GOING ON WITH THE COVID

PANDEMIC.

FOR MANY EMPLOYEES THIS WAS ALSO THE FIRST TIME THEY

HAD ANY FLEXIBLE WORK ARRANGEMENTS.

WE WERE A VERY TRADITIONAL COMPANY AND THAT WASN'T THE

CASE IN THE PAST.

THAT I THINK EMPLOYEES WERE PLEASED TO SEE HOW WE

RESPONDED TO A LOT OF THESE UNCERTAIN CIRCUMSTANCES.

AT THE SAME TIME WE SAW THEY HAD A LOT OF CONCERN

WHAT'S THE NEW NORMAL.

WHAT ARE WE WIBLING TO OFFER OUR EMPLOYEES.

HOW FLEXIBLE ARE WE WILLING TO BE?

>> WE DEFINITELY SAW THOSE THEMES EMERGE FROM THE

SURVEY WE RAN.

THE FINAL THING WE SAW WAS A HEALTHY SKEPTICISM WHAT

WAS GOING TO HAPPEN AS A RESULT OF SURVEY.

WE HAD A PRETTY LARGE NEUTRAL POPULATION ON A LOT OF

OUR QUESTIONS.

SO THERE WAS DEFINITELY FAVORBLES.

THERE WAS DEFINITELY UNFAVORABLES.

THEN WE HAD A BIG GROUP IN THE NEUTRAL.

I LIKE TO SAY THIS IS OUR WAIT AND SEE POPULATION.

I THINK IT WAS VERY ENCOURAGING THE THESE EMPLOYEES

HAVING COMMITTED ONE WAY OR THE OTHER.

WE HAVE OPPORTUNITY TO WIN THEM OVER WITH THE ACTION

THAT WE TAKE AS A RESULT OF THIS SURVEY.

THE OTHER WAY THAT WE SAW THIS SKEPTICISM IN ONE

PARTICULAR SURVEY QUESTION WHICH WAS I BELIEVE ACTION

WILL TAKE PLACE AS A RESULT OF THIS SURVEY.

THIS WAS OUR LOWEST SURVEY QUESTION.

IT WAS INTERESTING TO SEE EMPLOYEES DIDN'T KNOW WHAT TO

EXPECT.

THIS WAS THE FIRST TIME WE HAD DONE THIS AND THEY

WEREN'T SURE WHAT WAS GOING TO HAPPEN.

WERE THEY GOING TO HEAR ABOUT THIS AGAIN, OR MAYBE GO

AWAY.

SO IT REALLY CHALLENGED US TO PROVE THAT WE WERE

COMMITTED TO DOING SOMETHING WITH ALL OF THIS DATA WE

HAD JUST GATHERED.

SO BECAUSE OF THE SKEPTICISM THAT I MENTIONED OUR TEAM

THOUGHT IT WAS INCREDIBLY IMPORTANT TO HAVE A PUBLIC

DISPLAY OF SHARING THE SURVEY RESULTS AND DISCUSSING

WHAT WE WERE GOING TO DO WITH THEM.

SO WE HELD A TOWN HALL WHERE OUR COMMISSIONER AND CHIEF

PEOPLE OFFICER COLLECTIVELY SHARED THESE RESULTS,

TALKED ABOUT THE SURVEY, AND TALKED WHAT WE WERE

COMMITTED TO DOING AS A RESULT OF DOING THIS SURVEY.

WE ALSO SHARED LEADER REPORTS WITH THEIR SPECIFIC

RESULTS ANYONE THAT'S A CUSTOMER OF CULTURE AMP KNOWS

YOU CAN DO THAT AT MANY DIFFERENT LEVELS.

SCHEDULE A MEETING WITH MYSELF OR SOMEONE ON OUR TEAM,

AND WE'LL HELP YOU DIVE INTO THEM.

WE WEREN'T SURE.

IT WASN'T A MANDATORY ACTIVITY.

IT WAS TOTALLY OPTIONAL.

WE WEREN'T SURE WHAT THE RESPONSE WAS.

I PERSONALLY HELD OVER 60 SESSIONS ONE-ON-ONE WITH

LEADERS TO GET THEM USED TO THE PLATFORM.

MELVIN HELPED US CONDUCT TRAINING BUT IT WAS REALLY,

REALLY KEY TO GET LEADERS AT DIFFERENT LEVELS OF THE

ORGANIZATION INVOLVED AS WELL.

I'LL TALK MORE ABOUT THAT IN A SECOND.

AND FINALLY WE MADE A COMMITMENT TO DO A FOLLOW ON

SURVEY IN SIX MONTHS TO SEE HOW WE'RE DOING.

I THINK THIS HELPS US BUILD TRUST.

WE'RE GOING TO CONTINUE TO DO THIS.

WE'RE BUILDING THAT SURVEY NOW.

WE'RE NOT SURE HOW MANY QUESTIONS WE'RE GOING TO

INCLUDE.

I THINK WE'LL INCLUDE THE ITEMS WE TOOK ACTION ON.

WE'RE HAPPY TO HAVE THIS AS PART OF OUR BUSINESS

PRACTICE.

HOW IT WENT.

I THINK THAT THE JOURNEY HAS JUST MARASIGAN.

BUT WE'RE REALLY EXCITED ABOUT THE PROGRESS WE'VE MADE.

THE RESPONSE THAT FROM THE LEADERS HAS BEEN THE MOST

REASSURING THING FOR ME.

MELVIN HAS BEEN VERY PATIENT AND EXPORT SOME REPORTS

AND SHARE THEM WITH LEADERS.

ONCE WE GOT DEEP INTO THE PLATFORM AND REALIZED ALL OF

THE CAPABILITIES THAT CAME ALONG WITH THE SURVEY PARTS

OF THE PLATFORM.

WE SWITCHED IT UP AND DECIDED TO GIVE LEADERS ACCESS TO

THIS INCHING.

WE HAVER WE'RE A VERY DATA DRIVEN COMPANY.

TO BE ABLE TO SEE THIS DATA, FEEL THE DATA, MANIPULATE

THE DATA, AND THEN TAKE ADVANTAGE OF EVERYTHING THAT

THE PLATFORM HAD TO OFFER.

THE INSPIRATIONS, LIBRARY, THE BENCHMARKING.

THIS WAS REALLY, REALLY KEY FOR THEM.

THE OTHER THING WE DID WE TOOK ON A COUPLE OF

INITIATIVES.

I MENTIONED BEFORE COMMUNICATIONS AND RECOGNITION WERE

KIND OF OUR TWO MAJOR FOCUS AREAS.

SO WE TRIED TO ADOPT SOMETHING IN EACH OF THOSE AREAS.

COMMUNICATIONS THERE'S A COUPLE OF THE DIFFERENT THINGS

GOING ON.

ONE KEY ONE WE'RE REVAMPING OUR EMPLOYEE INTERNET.

WHEN I STARTED AT MLB.

AND I WENT ON TO IT AND IT WAS LIKE A GRAVEYARD.

IT WAS OLD INFORMATION.

NOTHING WAS UP-TO-DATE.

PEOPLEN'T UTILIZING IT.

A LOT OF THE INFORMATION WAS SHARED DAILY VIA EMAIL.

AS WE REVAMPING OUR COMPANY INTERNET.

BUT ALSO JUST MAKE IT MUCH EASIER FOR OUR EMPLOYEES TO

GET ACCESS TO THE INFORMATION THEY NEED TO BE

SUCCESSFUL.

THE OTHER THING AROUND RECOGNITION WE DECIDED TO DO

WE'RE INVESTING IN A PEER TO PEER SOCIAL RECOGNITION

PLATFORM.

I KNOW A LOT OF THE ORGANIZATIONS HAVE THESE.

I'M SEEING HOW INCREDIBLY POSITIVE THEY CAN BE

ENHANCING THE EMPLOYEE EXPERIENCE.

AND BOTH OF THOSE NEW INITIATIVES WILL BE INTRODUCED

NEXT MONTH AND I'M REALLY EXCITED TO HAVE CULTURE AMP

SO THAT WE CAN MEASURE THOSE INITIATIVES AND SEE HOW

WE'RE DOING.

DID WE HIT THE MARK FOR EMPLOYEES OR DO WE NEED TO MAKE

ADJUSTMENTS.

THE OTHER THING WE WEREN'T EXPECT TO COME OUT OF THE

SURVEY BUT WE WERE SURPRISED TO GET WE HAD JUST

INTRODUCED OUR INTERNAL LEARNING PLATFORM CALLED MLB

ACADEMY IN APRIL OF 2020.

SO EIGHT MONTHS BEFORE WE RAN OUR SURVEY.

WE DIDN'T HAVE A LOT OF INFORMATION.

BUT WE FOUND IN THE SURVEY WE GOT A LOT OF INFORMATION

ABOUT YOU KNOW WHERE EMPLOYEES USING THE PLATFORM.

WHAT WAS THEIR EXPERIENCE WHEN THEY USED IT.

WHAT ELSE DID THEY NEED TO SEE FROM US.

WHAT OTHER OFFERINGS COULD WE BRING TO THE TABLE.

WHAT IS THE MLB ACADEMY 2.0 LOOK LIKE.

WE ALSO LEARNED EMPLOYEES WHO WERE TAKING ADVANTAGE OF

THESE OFFERINGS WERE ENJOYING THEIR EXPERIENCE.

THEY WERE FINDING IT INCREDIBLY HELPFUL.

BUT A LOT OF EMPLOYEES FELT THEY DIDN'T HAVE ENOUGH

TIME TO TAKE ADVANTAGE OF MLB ACADEMY SO THEY CAN FOCUS

ON THIS.

THIS IS A BIG MINDSET AT MLB.

AND INSTEAD OF JUST COME IN AND GET YOUR DID DONE NOW

WE'RE TALKING MORE ABOUT THE CAREER DEVELOPMENT AND

LEARNING AND GROWTH.

THESE ARE POSITIVE THINGS WE'VE SEEN COME OUT OF THE

SURVEY.

MY ADVICE FOR OTHERS WHICH WAS PROBABLY MY FAVORITE

PART OF THIS PRESENTATION WAS JUST THINKING ABOUT ALL

OF THE LESSONS WE'VE LEARNED AND THERE'S SO MANY MORE

THAN WHAT'S ON THIS SLIDE.

I WANTED TO PICK OUT THE TOP THREE.

THE FIRST ONE IS DEFINITELY BEING FLEXIBLE AND DON'T

GIVE UP.

AS I SAID 15 MONTHS WAS A LONG TIME TO WAIT FOR FINALLY

BEING ABLE TO LAUNCH SURVEY BUTTON AND WE CHANGED OUR

PLAN SEVERAL TIMES.

BUT IF YOU STICK WITH IT AND YOU ARE DEDICATED AND YOU

KEEP REITERATING WHY THIS IS IMPORTANT I THINK YOU'LL

HAVE THE SUCCESS WE HAVE FOUND.

JUST STICK WITH IT, AND BE FLEXIBLE.

FINALLY DON'T BOIL THE OCEAN.

OUR SURVEY WE INTENTIONALLY RAN A LONG SURVEY.

IT WAS 60 QUESTIONS.

WE INCLUDED SOME COVID QUESTIONS, AND DIVERSITY AND

INCLUSION EQUITY QUESTIONS.

BECAUSE WE DIDN'T HAVE ANY INFORMATION FROM ANY OTHER

SOURCES.

AND I THINK THE TEMPTATION IS WHEN YOU GET THAT MUCH

INFORMATION IS REALLY WANT TO FIX EVERYTHING ALL AT

ONCE.

WE KNOW THAT'S NOT POSSIBLE.

SO CULTURE AMP REALLY HELPS YOU TO FOCUS IN ON THE

COUPLE OF THE THINGS THAT ARE REALLY IMPORTANT AND ARE

GOING TO HAVE THE MOST IMPACT AND THAT ARE ACTIONABLE.

THAT'S BEEN HELPFUL FOR US TO NARROW WHAT ARE THE ITEMS

WE WANTED TO LOOK AT AND ADD ACCOUNTACCOUNTABILITY TO

THEM.

AND THEY DON'T JUST KIND OF FIZZLE OFF.

AND THE FINAL THING THAT I THINK WAS REALLY HELPFUL FOR

FINDING OUR CHAMPIONS.

JUST LIKE ANY OTHER INITIATIVE YOU MAY HAVE AT WORK,

YOU'RE NEVER GOING TO GET EVERY SINGLE PERSON TO FULLY

BUY IN TO WHAT YOU'RE DOING.

THEY CAN COME FROM DIFFERENT LEVELS.

10 YURS, DEPARTMENTS FROM YOUR ORGANIZATION.

YOU'LL FIND THE PEOPLE THAT ARE NATURALLY EXCITED ABOUT

THESE TYPES OF EFFORTS, SCPD BUT I WOULD JUST SAY FIND

YOUR CHAMPIONS.

AS I THINK ABOUT THE THEME OF THIS EVENT HUMANITY AT

WORK, IT'S YOUR PEOPLE CHAMPIONS WHO WILL MAKE THAT

EVOLUTION POSSIBLE.

FOR US WE FOUND THAT OUR PEOPLE CHAMPIONS ARE COMMITTED

TO BETTER UNDERSTANDING OUR PEOPLE AND MAKING THE EVERY

DAY INTERACTIONS FEEL LIKE HOME RUN MOMENTS FOR OUR YOU

EMPLOYEES.

SO THAT IS IT.

I THINK WE MAY HAVE A FEW MINUTES FOR QUESTIONS.

I'LL BRING MELVIN BACK IN HERE.

MELVIN, YOU THERE?

>> PERFECT.

SORRY ABOUT THAT KIERA.

THERE WERE SOME TECHNICAL GLITCHES.

WELCOME TO HUMANITY AT WORK.

THANK YOU SO MUCH FOR SHARING THAT STORY WITH US.

I HOPE IT WAS HELPFUL FOR THE FOLKS IN THE ROOM.

WE DID GET A LOT OF QUESTIONS.

JUST IN AN EFFORT TO PRIORITIZE WHAT I WILL DO I'LL

POSE SOME OF THE QUESTIONS THAT I THINK WILL BE PERT

NUNTED FOR PEOPLE HERE.

ONE OF THE THINGS GETTING MANAGERS MORE INVOLVED IN THE

OVERALL PROCESS AND THE IMPORTANCE OF MANAGERS IN ALL

OF THIS.

SO THE QUESTION IS COMING FROM JUSTIN JAMES.

HOW DO YOU PRIORITIZE THE TIME AND SPACE FOR 60

ONE-ON-ONE SESSIONS AND WHAT WAS GIVEN UP TO DO SO?

>> THAT'S A GREAT QUESTION.

FOR ME THIS WAS THE NUMBER ONE PRIORITY THAT I HAD.

MY OTHER FOCUS PRIMARILY AT MAJOR LEAGUE BASEBALL IS

AROUND PERFORMANCE MANAGEMENT AND WE WERE GOING THROUGH

OUR PERFORMANCE MANAGEMENT PROCESS AT THE SAME TIME.

IT WAS DEFINITELY A JUGGLING ACT FOR MYSELF.

WHAT I DID WAS KIND OF PRIORITIZE AND DELEGATE SOME OF

THE PERFORMANCE MANAGEMENT INITIATIVES SO THAT I COULD

SOLELY FOCUS ON THE EMPLOYEE EXPERIENCE SIDE OF THE

HOUSE.

I THINK OUR MANAGERS REALLY APPRECIATED THAT

ONE-ON-ONE.

OR SOMETIMES IT WAS MYSELF AND OUR HR BUSINESS PARTNER

[INAUDIBLE].

ONE ON OR ONE TALKING TO THAT MANAGER.

SO EVEN TWO ON ONE COACHING.

IT JUST MADE IT SO MUCH MORE PERSONAL FOR THEM.

THEY FELT THEY WERE GETTING THIS WHITE GLOVE SERVICE.

WE WERE ABLE TO SHARE THAT SAME NARRATIVE THAT WAY.

SO THAT WAS REALLY IMPORTANT TO US.

YEAH IT WAS MY CALENDAR FOR THE BETTER PART OF A MONTH

LOOKED REALLY, REALLY CRAZY.

SO I THINK IT'S KIND OF BUCKLING DOWN AND DECIDING WHAT

YOU'RE WILLING TO COMMIT TO AND THEN FOLLOWING THROUGH

WITH IT.

>> I LOVE THAT.

I THINK THAT MANAGER ENABLEMENT IS A CRITICAL PIECE TO

SUCCESS.

A LOT OF THE FOLKS ARE CURIOUS ABOUT THE PLATFORMS AND

SYSTEMS THAT YOU WERE USING IN THIS ENTIRE PROCESS.

CAN YOU SHARE WHAT RECOGNITION PLATFORM YOU WERE USING

OR TRAINING PLATFORMS THAT YOU WERE UTILIZING.

FOR SURE CULTURE AMP WAS OUR BIGGEST PARTNER THROUGH

THIS WHOLE EXPERIENCE.

AND I KNOW I'M BIASED BUT IT WAS PHENOMENAL WORKING

WITH MELVIN AND HIS WHOLE TEAM IN RUNNING THE SURVEY.

ALL OF THE SUPPORT AFTER RUNNING THE SURVEY.

IT'S AN INCREDIBLE TOOL.

IF ANYBODY IS ON THE FENCE ABOUT IT I WOULD HIGHLY

RECOMMEND IT.

OTHERWISE WE WERE USING WORKDAY FOR OUR LEARNING.

THAT'S OUR PRIMARY HUMAN RESOURCES TOOL.

NECTAR IS OUR RECOGNITION PLATFORM.

THAT WE'RE GETTING READY TO ROLL OUT IN THE NEXT FEW

WEEKS.

THERE'S A LOT OF THE VENDORS.

I THINK ANY RECOGNITION VENDOR YOU GO WITH.

IT'S A REALLY COOL WAY FOR OUR EMPLOYEES OF

INTERACTING.

YOU CAN ASSOCIATE SOME COOL REWARDS INTO THOSE PROGRAMS

TOO.

WE'RE REALLY EXCITED TO ROLL THAT OUT.

>> THERE ARE -- WE STILL HAVE FIVE MORE MINUTES.

I THINK WE HAVE TIME FOR A COUPLE OF MORE QUESTIONS.

>> SURE.

THIS ONE GOT A LOT OF VOTES WHAT DO YOU THINK THAT THE

BIGGEST CHALLENGE IN KEEPING YOUR EMPLOYEES ENGAGED

THROUGH THE PANDEMIC AND SHIFT FROM TRADITIONAL WORK IN

THE OFFICE.

>> I THINK THAT THE BIGGEST CHALLENGE HAS BEEN VERY

SIMILAR TO OTHER ORGANIZATIONS AROUND PROBABLY BURNOUT.

JUST WITHOUT COMMUTING.

I KNOW FOR MYSELF I NORMALLY HAVE A TWO HOUR COMMUTE TO

THE OFFICE.

NOW THE MLB IS ABLE TO GET ME A COUPLE MORE HOURS.

WE HAD SOME UNIQUE THINGS ASSOCIATED WITH OUR GAME THAT

CHANGED AS A RESULT OF COVID TOO.

WE HAVE PEOPLE THAT ARE DEDICATED TO DOING COVID

TESTING WITH THE ENTIRE LEAGUE.

WE HAVE PEOPLE THAT WERE GOING THROUGH SORT OF THE

NEGOTIATIONS OF WHAT WAS THE SEASON GOING TO LOOK LIKE,

THE MODIFIED SEASON WE DID LAST YEAR, AND THIS SEASON

WE'RE DOING RIGHT NOW.

THERE WAS A LOT OF THE UNEXPECTED THINGS THAT CAME UP

AS A RESULT OF THE PANDEMIC AND I THINK PEOPLE ARE

FEELING IT.

ARE FEELING THE BURNOUT A LITTLE BIT.

WE DEFINITELY GOT SOME FEEDBACK AROUND WORK LIFE

BALANCE BEING A CONCERN FOR PEOPLE.

BUT WE ALSO SEE THAT PEOPLE ARE HAPPY TO WORK THOSE

LONGER HOURS IF THEY FEEL LIKE THEY'RE BEING

APPRECIATED FOR IT.

THAT'S WHY WE'RE TAKING SOME STEPS TOWARDS RECOGNITION,

AND MAKING SURE ALLOF THE GREAT WORK TO KEEP THE GAME

ON THE FIELD IS TRULY BEING APPRECIATED BY EVERYBODY.

>> I LOVE THAT.

IT WAS AWESOME ABLE TO SEE THAT THROUGHOUT THE PROCESS

IN WORKING WITH YOU.

ANOTHER THING THAT CAME UP IN THE QUESTIONS IS AROUND

DEI.

CAN YOU TELL THE FOLKS A LITTLE BIT MORE WHETHER OR NOT

YOU INCLUDED THE DEI QUESTIONS IN THE SURVEY.

FOR SURE.

WE DID.

WE TOOK THE DEI SURVEY AND CHOSE THE QUESTIONS THAT WE

FELT WERE MOST RELEVANT TO OUR CULTURE AND THE THINGS

WE WANTED MOST TO GET INFORMATION.

I THINK WE INCORPORATED EIGHT OR NINE QUESTIONS INTO

OUR SURVEY.

IT DID MAKE IT A LITTLE BIT LONGER.

WE WANTED TO MAKE SURE WE GOT THAT INFORMATION.

AND OUR LEARNINGS WERE ACTUALLY PRETTY POSITIVE AROUND

SORT OF PEOPLE FEELING INCLUDED WITHIN THEIR TEAMS.

FEELING LIKE THEY HAD A VOICE AND THEY COULD BRING

THEIR AUTHENTIC SELF TO WORK.

WE DID GET A LOT OF COMMENTS SORT OF EVERYTHING THAT

WENT ON IN 2020 AROUND RACIAL INJUSTICE.

I THINK THERE'S A PARTICULARLY HELPFUL FOR US BECAUSE

WE HAD A NEW HEAD OF DIVERSITY AND IN LUISON AND OUR

CHIEF PEOPLE OFFICER WAS NEW.

FOR THEM COMING IN AS NEW EMPLOYEES WITH SUCH

SIGNIFICANT IMPACT THEY CAN HAVE ON THESE AREAS FOR

THEM TO GET THAT INFORMATION AS THEY STARTED WAS

INCREDIBLY HELPFUL FOR THEM.

>> I LOVE THAT.

AND SO AGAIN, KIERA, THANK YOU SO MUCH FOR BEING

VULNERABLE AND SHARING YOUR STORY WITH US, AND ALSO

ANSWERING THESE QUESTIONS THAT PEOPLE ARE POSING.

WE HAVE A MINUTE LEFT BEFORE THE SESSION WRAPS UP.

SO I KNOW THAT WE DIDN'T GET A CHANCE TO ANSWER ALL OF

THE QUESTIONS BUT IF FOLKS FEEL COMPELLED YOU CAN DM

KIERA AND SHE CAN FOLLOW UP WITH YOU.

I'D LOVE YOU TO CONNECT OUTSIDE OF THE CULTURE FIRST.

>> AS PART OF THE NEXT STEPS HERE WE ARE GOING TO TAKE

A 15-MINUTE BREAK AND SO THIS IS AN OPPORTUNITY FOR YOU

ALL TO JUST GET UP, TAKE A QUICK WALK, MAYBE A FEW

EMAILS THERE.

BUT WE WILL BE BACK AGAIN AT 11:15 FOR OUR NEXT SESSION

WITH A FIRM IN SPRING HEALTH.

THANK YOU SO MUCH FOR JOINING.

I HOPE THIS WAS HELPFUL FOR YOU.

KIERA I LOVED THIS PRESENTATION AND THANK YOU AGAIN FOR

SHARING EVERYTHING WITH US TODAY.

>> THANK YOU MELVIN.

WE COULDN'T HAVE DONE IT WITHOUT YOU.

>> PERFECT.