Why videos are a critical part of the IntouchCX employee journey, and how they scaled SundaySky regionally across the globe.
Jay Urbiztondo is the VP of Global Employee Experience (EX) Strategy and the video visionary behind creative employee onboarding at IntouchCX, the business process outsourcing company.
The company is a global leader in customer support, providing dedicated service reps and agents for some of the world’s leading brands in technology, digital commerce, and gaming. This keeps Jay’s team busy—onboarding a few hundred new hires each month. When the Q4 holiday season hits, that number balloons to a few thousand employees onboarded monthly.
Because of this, maintaining a high level of employee engagement and reducing attrition—especially within the first month of a new hire coming aboard—is a challenge. Jay has taken a trailblazing approach to tackle these issues head-on by leveraging video technology for new employee onboarding and engagement.
Below we explore how Jay and the IntouchCX team have elevated employee onboarding with video, creating one of the best employee onboarding experiences we’ve seen.
Why the EX team needed a creative employee onboarding experience
Traditional onboarding methods often involve static presentations and policy reviews that can be disengaging for new hires. To address this, IntouchCX decided to apply a video-centric approach. This video strategy aimed to create a dynamic and interactive onboarding process, providing new employees with a more personalized and engaging introduction to the company.
The first 90 days of employment are crucial for establishing a strong relationship with new hires. By integrating video, IntouchCX seeks to create a more engaging and memorable first impression, fostering a sense of belonging and community from day one.
“The employee experience, the first impression, the way they’re handled on their onboarding in the first 90 days… Building and establishing that relationship was really important for us. That’s why we morphed it into video.”
— Jay Urbiztondo, VP Global Employee Experience Strategy, IntouchCX
How IntouchCX built the best onboarding experience for new hires
This creative employee onboarding experience features videos targeting the critical first 30 days of the employee journey, including:
- Welcome Videos: Sent immediately after hiring, providing a high-level overview of company culture and values. (Example video below.)
- Pre-Orientation Videos: Sent ahead of orientation, offering practical information such as travel and parking details and what to expect at orientation, to help new hires feel more confident and prepared.
- Training Prep Videos: Sent before the training phase, this video focuses on tips for success during training and encourages new hires to provide feedback on their initial experiences.
One of the reasons we believe this is one of the best onboarding experiences is because it is not simply a single moment in time but rather a series of video touchpoints along the employee journey to help break up and organize information into key messages that are digestible in that moment. Delivering knowledge in context makes it more valuable and relevant.
This approach keeps new employees engaged but also helps reduce attrition by maintaining consistent communication and support during the early stages of their employment. Determining when your audience needs to understand certain information is a recommended best practice for transforming customer onboarding with video, and is no different for elevating the employee onboarding experience, too.
Scaling video production globally with local flavor
The implementation of the video strategy at IntouchCX was a thoughtful process. The company chose to decentralize video creation, allowing regional teams across the globe to produce video stories that resonate with their specific audience. This approach ensured that videos were aligned to overall brand guidelines and tone but also culturally relevant to each region which personally resonated with each employee.
“Part of our strategy is figuring out how to not centralize the function of creating videos by really creating a structure that works for different regions and allows them to automate and create their own stories locally that resonate with their people.”
— Jay Urbiztondo, VP Global Employee Experience Strategy, IntouchCX
It was important for Jay to create a structure that empowers regional leaders to produce their own content. This decentralized approach ensures that the videos are not only relevant and engaging but also scalable across different offices, countries, and continents.
To manage the scale of video production required for their global operations, IntouchCX partnered with SundaySky. The partnership allowed them to streamline the video creation process, making it more efficient and scalable. Within a few weeks, IntouchCX’s design team had established guidelines and processes for regional teams around the globe to create videos autonomously while maintaining alignment with the brand’s voice and creative standards.
What’s more, by scaling video production and bringing more creators into the video creation process, IntouchCX’s design team also benefitted in terms of offloading some video editing tasks and getting back time to focus on bigger media projects.
“We sought a self-serve video solution to alleviate the workload, empowering our team to create on-brand videos while freeing up our designers for larger projects. SundaySky checked all the boxes in providing simplicity in video creation, customizable templates, and AI-driven features.”
— Charles Ventura, Digital Media Designer, IntouchCX
Elevating the employee experience with video
IntouchCX continues to trailblaze with other types of video content aimed at enhancing employee engagement and development. One notable initiative is a video storytelling series that features employees sharing their personal career growth journeys within the company. These videos not only highlight the opportunities for advancement at IntouchCX but also provide inspiration and motivation for new hires.
“We’re a people business, so we want to make sure that we’re pointing the light internally. Our brand makeup is not just one corporate entity – it’s everyone. We want to give the platform to our people to tell their stories. How people have grown within our organization, how they succeeded, and telling it from their perspective and their voice.”
— Jay Urbiztondo, VP Global Employee Experience Strategy, IntouchCX
IntouchCX’s innovative approach to leveraging video for employee onboarding demonstrates the power of video as a medium for creating a more dynamic and effective employee experience. By decentralizing video production and focusing on employee personalization through their local culture and region, Jay and his team are leading the business to set a new standard for employee onboarding at global companies. IntouchCX is an inspiring example of how video can transform employee experience, fostering a sense of support, growth, and community, from the very beginning of the employee journey.
Check out these additional resources to learn more:
- View the IntouchCX case study
- Download our best practices ebook, The Complete Guide to Onboarding Experiences
- Level-up your onboarding experiences with SundaySky
