Q&A with Julia Markish, Director of Advisory Services at Lattice

Julia Markish, Director of Advisory Services at Lattice, has a professional mission to impact the way work works so that people can live more fulfilled, integrated lives. She helps business leaders create inclusive, supportive, and effective environments that result in organizational success and thriving teams. She has advised executives on organizational culture through her independent practice, Orca, coached and trained leaders on how to achieve clarity for themselves and their teams via Talentism, trained and led discussions about Reinventing Organizations with the Teal Team, which she co-founded, and started and led the Employee Practice at Medallia.

It isn’t stated values, but rather behaviors and norms, that actually comprise a company’s culture.



MEDIA 7: Could you please walk us through your two-decade-long professional journey and what made you choose this career path?
JULIA MARKISH:
Coming out of college, I chose consulting as a profession for the common reason of having little idea of what I wanted to do with my life. I stayed in it for as long as I did, however, not because the work proved to be so perfect for me (it didn’t), but because at Bain, I felt like a valued and cared-for member of a community — I belonged. This was my introduction to — or perhaps induction in — employee engagement: I was engaged because of my sense of connection to the people, not because of a (lack of) connection to the work. That was what made me go snooping around the world of eNPS at Bain; it was what pushed me to take up managing LinkedIn’s Talent Brand, and it redirected me to HuddleUp, the front-line-team engagement platform started by Bain’s NPS guru, Fred Reichheld. After we were acquired by Medallia, I quickly became both the internal and external advocate for Employee Experience, leading the Employee Practice there for several years.

This was also the time when my compass underwent an evolution — when I started thinking more about fulfillment versus fun, purpose versus passion. I began to consider cultures — and the people who make up those cultures — more holistically, in the context of history, society, and the natural world. I did some independent work around organizational culture and alignment. I became an executive Clarity Coach with a forward-thinking coaching company called Talentism. I co-founded the Teal Team, based on Frederic Laloux’s seminal work - Reinventing Organizations. Finally, mid-pandemic, I found my way to Lattice, which was just starting to think about an Advisory Services function. The moment I saw Lattice’s mission, to make work meaningful, I knew it was the right next step.


M7: How does people strategy drive business strategy? Could you please elaborate?
JM:
Global industry has been steadily moving in the direction of people-centricity for the duration of industry’s existence, but it’s only become a common philosophy in the last half-century or so. Now more than at any other time, a company is more likely to be thought of as an ecosystem than as a machine. Knowledge work, specialization, continuous innovation, a focus on customer experience — today’s most valued attributes all rely on employees being valued and encouraged to be individuals. The hallmark of a machine is that while everything is interconnected, it’s also expendable — any one part can be easily replaced.

This kind of approach is what the industrial revolution was built on. In an ecosystem, on the other hand, there is a delicate balance between each participant — its hallmark is more or less the opposite of expendability so each part defines the state of the whole. This is where we find ourselves today. In an ecosystem, in order to care for the whole (execute on business strategy) it is imperative to also care for the organisms that make up the whole: ensure that they are well adjusted to the environment, that they have what they need to flourish, that they can contribute in a meaningful way. Translated into business terms: people strategy drives business strategy.


Knowledge work, specialization, continuous innovation, a focus on customer experience — today’s most valued attributes all rely on employees being valued and encouraged to be individuals.



M7: How does Lattice manage to make the 'Remote Work', work?
JM:
Lattice has a number of principles and tools in place that first helped us adjust to remote work, and have continued to help make it sustainable.

  • In terms of principles, the most important one has been ‘Clear Eyes,’ which is one of our company values. Clear Eyes means transparency and honesty, no matter what. Whether it’s leadership sharing a WIP remote policy to keep the company informed of their thought process despite not having an exact answer or plan, or it’s individual employees who have the courage to call out when they are confused or taking on too much.
     
  • This segues into the second principle, which is to truly be people-first. Our policies focus on how to enable people not just to work well, but to be well. Leaders model behaviors that support that, too — they take time off, they respond to all-hands questions with a lens of self-care.
     
  • And of course, I’d be remiss if I didn’t mention that Lattice uses Lattice — it’s been a critical tool for engaging employees in their work and each other, be it through private feedback, pulse surveys, praise, 1:1s, or even performance reviews.


M7:  Employee engagement and performance feedback help to shape company culture. Could you please shed some light on this?
JM:
I often remind our clients that engagement and performance programs are as much communication devices as they are requests for input. How frequently we run engagement or performance cycles, what questions we ask employees to respond to, the attention we give each cycle, and the actions we take as a result — in the case of engagement surveys, action plans at the team or company level; in the case of performance reviews, discussions between the employee and their manager — are all indicators of what’s important ‘around here,’ and what isn’t. For example, a company that asks only managers to provide a series of ratings for each of their team members’ accomplishments is sending a very different message from the company that requests qualitative input on the strengths and potential of employees from across multiple sources. These messages shape the company’s culture: they demonstrate to employees what behaviors are encouraged and which ones will go unnoticed. In the case of these two hypothetical companies, for example, I would expect collaboration to be much more prevalent in the latter company than in the former.


The most essential way to stay competitive is to continuously analyze for product-market fit.



M7: What do you think is essential to stay competitive in a market that is going through constant digitalization?
JM:
At the risk of coming off as simplistic, I think the most essential way to stay competitive is to continuously analyze for product-market fit. In addition, it’s critical to be aware of whether the digitization of a given market is accompanied by an updated philosophy, or if it’s simply a simplification of an analog process. Digital technology reaches different functions and different sectors at different paces, and it’s just as dangerous to try to ‘revolutionize’ a given sector earlier than it’s ready as it is to arrive as a late entrant to an already highly competitive market. When I look at the Performance Management industry, there are some companies that are running annual paper-based reviews, others that are relying on their HRIS to provide the digital equivalent of a paper-based review, and then there are those that have embraced a completely different approach to performance management — one that has only been made possible by new technology (continuous feedback, goal alignment and integration, and so on).


M7: What advice would you like to give our readers?
JM:
One of the biggest exploding-head moments of my career was realizing that it isn’t stated values, but rather behaviors and norms, that actually comprise a company’s culture. And that those behaviors and norms are not just a result of the combination of employees’ personalities; they are eminently open to influence. Just as described above, what the leadership of a company communicates to be important, worthy, rewarded is what rises to the top of the behavioral pyramid. And of course, I don’t just mean ‘say’ when I write ‘communicate’ — talking about the importance of something is step one, but then there’s ‘walking the talk.’ What gets spotlighted at allhands? Who gets praise during a team meeting? Who got the most recent promotion? What gets asked about in the engagement survey and what gets acted on? These are all signals that shape a company’s culture. And it’s only when the company’s stated values are aligned with those signals that the values are worth the paper (or walls) they’re written on.

ABOUT LATTICE

Lattice is the people management platform that enables leaders to develop engaged, high-performing teams. By combining performance management, employee engagement, and career development in one platform, Lattice provides powerful, real-time insights through analytics. Lattice's Advisory team brings together client data, industry knowledge, and market research to distill successful practices across People Programs.

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ADP® Assist with Generative AI Features Makes HCM Decisions Easy, Smart and Human

ADP | February 02, 2024

ADP®, a leading global technology company providing human capital management (HCM) solutions, announces the availability of ADP Assist, a cross-platform solution powered by generative AI (GenAI). ADP Assist enhances HR productivity, aids decision-making with data-driven insights, and streamlines day-to-day tasks for practitioners, managers, employees and executives with simple, human-like conversations. It harnesses the power of ADP's unparalleled data and expertise along with GenAI to simplify the world of work. ADP Assist builds on ADP's current AI capabilities and is currently in early release with some ADP clients today with a planned rollout for all clients. "For 75 years, ADP has been at the forefront of payroll and HR innovation. With ADP Assist, we're providing an intelligent platform that simplifies HR tasks, leaving time for people leaders to be more strategic," says Maria Black, president and chief executive officer of ADP. "It's not just another technical solution; it's a comprehensive experience that combines ADP's unmatched HCM dataset and expertise to empower HR professionals, leaders and employees." Data Drives Innovation Data is at the core of all ADP products and solutions, informing and driving ADP's approach to innovation and AI technology. ADP has the industry's largest and deepest HCM dataset with over one million clients spanning 140 countries and 41 million wage earners globally. ADP's extensive and unique dataset is used to train ADP's AI to anticipate what users want and need. ADP Assist turns unmatched data into highly credible and actionable insights so that clients can make smarter decisions. Easy, Smart and Human "In a constantly changing workplace, innovation must keep up and meet people's real-world needs," says Sreeni Kutam, president of global product and innovation at ADP. "ADP Assist is the next step in our vision to create an HR ecosystem that is not only efficient but empowers employees and HR professionals alike. We've created a platform that understands the complexities and dynamics of modern HR management and offers smart, user-centric solutions. And, as always, we are committed to the secure and ethical use of data to support these technologies." ADP Assist seamlessly integrates with ADP products across multiple ADP platforms. It anticipates what users want and proactively delivers actionable insights in plain language. Using an intuitive, conversational interface, ADP Assist provides valuable and contextual insights which touch every aspect of HR – payroll, time, talent, benefits, recruitment, analytics, reporting and compliance. ADP's portfolio of currently available GenAI- and AI-powered tools deliver the following capabilities Easy payroll. ADP Assist validates payroll information. It checks for payroll anomalies and uses GenAI to identify and help resolve missing tax registrations and answer questions by drawing on ADP's large, up-to-date dataset of compliance information. This saves HR effort and helps clients to ensure employees are paid accurately and on time. Smart analytics. ADP Assist uses GenAI to dramatically simplify report creation by understanding context and generating insightful reports in an easy-to-understand format. HR practitioners and leaders can easily access internal, national and global workforce data from ADP's deep HCM dataset to analyze compensation, turnover, candidate profile relevancy and talent market insights. Human insights. Intelligent and AI-based HR support for employees and clients can anticipate and solve common employee problems across HR, payroll, time and benefits. This reduces frustration for employees and eliminates certain low-value tasks for managers and HR practitioners. ADP Assist can send personalized, proactive notifications to employees on their mobile device or desktop to help resolve HR issues quickly, keeping them productive. AI-powered conversational interface makes it easy for employees to get the information they need without involving HR. Search by Intent. The RUN Powered by ADP payroll and HR solution features an omni search bar that understands intent behind the search terms and uses GenAI to mine ADP's deep knowledge base to deliver easy-to-use and effective content. "In the age of AI, the better the data, the better the artificial intelligence," says Holger Mueller, vice president and principal analyst for Constellation Research, Inc. "ADP is uniquely well-positioned in the field of HCM vendors given the breadth and depth of its data. ADP is using that data to make AI more human, focusing on customer success in a worldwide space. This really makes a difference not only for HR practitioners but for leaders and employees." About ADP Designing better ways to work through cutting-edge products, premium services and exceptional experiences that enable people to reach their full potential. HR, Talent, Time Management, Benefits and Payroll. Informed by data and designed for people.

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Alight and CirrusMD team up to deliver physician-led virtual primary care on Alight Worklife®

Alight Solutions | January 09, 2024

Alight, Inc. a leading cloud-based human capital and technology services provider, and CirrusMD, a physician-first provider of on-demand virtual care, today announced a strategic agreement to offer a chat-enabled, physician-led, virtual care solution. The partnership is aimed at breaking down barriers to virtual care by providing employees with access to expert physicians across a wide range of health care needs on the Alight Worklife platform. “The Alight Worklife platform serves as employees’ comprehensive connection point to their health, wealth, payroll and leaves benefits, which helps employers cut complexities, costs and engage individuals in the moments that matter most,” said Bipin Mistry, chief medical officer at Alight. “The partnership with CirrusMD helps take employee engagement one step further by making physician-led virtual care easily accessible to employees and bridges the gap between virtual clinical care delivery and employer-sponsored benefits navigation.” Helping employees arrive at the most appropriate care Employees on the Alight Worklife platform can engage directly with CirrusMD or be prompted to engage after completing Alight’s AI-powered Symptom Checker online experience to better understand their healthcare needs and guide them to care options, including virtual care provided by CirrusMD. With Single Sign-On (SSO) for fast connections to care within 60 seconds, Alight Worklife enhances the participant experience. CirrusMD’s Physician-first Care & Guidance approach to virtual primary care provides members with always-on, instant access to a doctor via chat-first modality. CirrusMD’s multidisciplinary clinical team conducts encounters on a proprietary clinical intelligence engine that provides real-time insights to physicians based on data from millions of patient-physician interactions. Once employees connect with physicians, CirrusMD offers a seamless, efficient and patient-centric virtual care experience by Connecting patients to physicians in less than a minute, 24 hours per day, 365 days per year, Delivering advanced primary care that includes behavioral health, women’s health, acute care, chronic condition management and more, Physician-led seven-day experiences, interactions that allow time for in-depth diagnosis and treatment, reducing the high costs associated with multiple follow-ups, Text-based chat with options for video, voice and images when needed, Immediate referrals to employer benefits and in-network resources, And real-time Spanish language translation to help overcome potential language barriers. Optimizing the integration of healthcare benefits and clinical workflows The strategic partnership enables employers to select CirrusMD as part of their Alight Healthcare Navigation offering within the Alight Worklife platform. As well, CirrusMD providers benefit from access to Alight’s Symptom Checker results and can reference benefit programs available to the participant which can serve to facilitate patient follow-ups with both CirrusMD care teams and Alight Health Pros for a comprehensive healthcare journey support. This combined solution provides ongoing navigation to appropriate referrals and resources. For example, Alight's support for individuals with Behavioral Health conditions aligns seamlessly with CirrusMD, offering quick access to virtual Behavioral Health support when needed. Employees can be directed to other types of care options such as virtual physical therapy, through referrals made directly from CirrusMD or Alight. “At CirrusMD we are reimagining the point of care to provide the time and information needed to support a productive dialog between patient and physician, giving both the time and information they need for exceptional care experiences,” said Jamie Hall, president and CEO of CirrusMD. “This strategic agreement represents an important milestone in advancing virtual primary care, combining the strengths of Alight Solutions and CirrusMD to transform the healthcare experience for individuals and employers alike.” CirrusMD boasts an 83% issue resolution rate and an 93% overall patient satisfaction rate, and serves notable customers including health plans, large employers and the U.S. Department of Veterans Affairs. About Alight Solutions Alight is a leading cloud-based human capital technology and services provider that powers confident health, wealth and wellbeing decisions for 36 million people and dependents. Our Alight Worklife® platform combines data and analytics with a simple, seamless user experience. Supported by our global delivery capabilities, Alight Worklife is transforming the employee experience for people around the world. With personalized, data-driven health, wealth, pay and wellbeing insights, Alight brings people the security of better outcomes and peace of mind throughout life’s big moments and most important decisions. About CirrusMD CirrusMD delivers Physician-first Care & Guidance, a smart care model founded in the tenets of Advanced Primary Care. It brings together activated members with trusted physicians, relevant resources, and smart technology to change healthcare as we know it. CirrusMD improves speed to care, removes barriers to physicians, brings patient data into the care encounter, and promotes transparency at the point of referral. We believe that when you provide immediate, affordable care at scale you can drive the change needed to improve health and lower cost across an entire population.

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