EXECUTIVE SUMMARY
When Dohsung Yum joined Cloudera as CIO, his first priority was getting a clear and comprehensive view of how IT was truly performing. To achieve this, he prioritized capturing internal end-user sentiment.
Having explored multiple alternatives, Yum chose Voxxify for their deep expertise in IT sentiment, unique AI-powered analytics, industry benchmarking and consultative approach.
The result was an outstanding 43% response rate, backed by over 1,700 verbatim comments, quickly giving Yum and team the insights they needed to improve performance across each IT service, accelerate impact and align his leadership team around the goal of “One IT”.
ABOUT CLOUDERA
Cloudera is a global data cloud platform with revenues of $1B, and over 2,500 employees, serving customers across North America, Europe and Asia.
THE CHALLENGE
Quickly establishing a complete picture of IT Performance
As the incoming CIO of a fast-growing tech company with a globally distributed IT function, Dohsung Yum needed to quickly understand how IT was truly performing from an end-user perspective. Measuring IT sentiment was a key goal for Yum.
Some team members initially worried about the potential for negative feedback, but Yum promoted the value of open communication to spotlight strengths, pinpoint gaps, and better align IT with the business.
”I’ve always believed in the value of listening to stakeholders – in this case our employees – and we didn’t have anything that I would consider a good feedback loop.” – Dohsung Yum, CIO
THE SOLUTION
Specialized Sentiment Analytics with Voxxify
Having evaluated Cloudera’s existing HR and engagement tools, it was clear they would not provide the insights Yum needed. He chose Voxxify for its expertise in IT sentiment, AI-powered analytics, industry benchmarking and consultative approach.
Implementation was quick and easy, and the platform instantly delivered actionable insights, providing Yum with clarity on where to prioritize to have the greatest business impact.
Notably, Voxxify achieved a remarkable 43% response rate, despite being sent during Cloudera’s survey season—their fourth survey in 3 months!
“Voxxify showed us that survey fatigue really is a misnomer, it’s ‘bad survey fatigue’ that companies need to watch out for.” – Dohsung Yum, CIO
THE BENEFITS
1.Rapid Discovery of the True “As Is” State
Within minutes of the survey closing, Voxxify’s AI-powered data dashboard presented what Yum describes as ‘the complete picture’ of IT performance, highlighting areas that were working well, and pinpointing what needed attention. The analytics revealed hidden issues affecting productivity, including many that hadn’t previously been on the CIO’s radar. As a result, Yum now has a deep, objective understanding of the “As Is” state of IT across the globe, and can implement data-driven continuous improvement with confidence.
“Voxxify exceeded my expectations at every stage, quickly giving me the ‘full picture’ of IT performance.” – Dohsung Yum, CIO
2.Solid Foundation for IT Action Planning
The platform’s AI Insights turned over 1,700 individual comments into clear, actionable insights that were easily accessed and digested by IT service owners, speeding up their ability to implement change. This data has formed the foundation for action plans to improve sentiment across each IT service. The slicing and dicing of data by service, business function and location has enabled the team to understand the relative impact of services on different user groups, enabling targeted improvements.
“Voxxify provided clear, actionable insights, allowing us to move immediately from discovery to detailed action planning.” – Elyse Acker, Senior Manager, IT Strategic Programs
3.Culture of Open Communication
For Yum, a key benefit has been how structured, accurate feedback data has helped foster a culture of open communication across the IT organization. Voxxify’s purpose-built AI ensures that the insights are objective and representative of end users’ actual experiences, ensuring that both end users and IT leaders are on the same page.
“It’s essential that we continue to align with what our users want. Voxxify is key – it’s how we listen to our customers and ensure that we are meeting business needs.” – Dohsung Yum, CIO
4.Accelerated Business Impact
To accelerate impact, Voxxify uncovered quick wins; “low-hanging fruit” issues that could quickly be resolved. The data also quickly informed business cases for more strategic investments. Additionally, industry Benchmarking within the platform provided an external perspective, giving Cloudera additional context and confidence that they are keeping ahead of a fast moving industry.
“I was amazed at the speed and power of Voxxify’s AI. Other solutions require weeks or months of analysis. We had insights in minutes! This really accelerated our roadmap and time to value.” – Olivia Keenaghan, Senior Director, Enterprise Technology
THE TAKEAWAY
For Cloudera’s new CIO Dohsung Yum, the message is clear:
- Focus on Users – A proactive focus on user needs helps IT align more closely with business goals and deliver meaningful change.
- Measure Early – Early sentiment measurement provides essential insights to accelerate impact with a baseline for continuous improvement
- Expertise Matters – Domain-specific sentiment tools deliver deeper, more actionable insights with the confidence of industry benchmarking.
“If I could change one thing, I would have worked with Voxxify even earlier. It has accelerated my impact and has given me confidence that we’re focusing on what matters most to our internal customers.” – Dohsung Yum, CIO Cloudera
