Our last drop-in session (December 15) focused on Customer Experience Strategy and Delivery. HiveMind CX Experts, Nicola and Jerry, spoke at the session and shared insight and examples of; How the right customer experiences can reduce costs and drive revenues, how to create a sustainable customer experience strategy and plan to deliver it, and highlighting the demonstrable links between Employee engagement and Customer engagement.
Are We Collaborating Yet?
It’s no secret—the modern business workplace has been overhauled in the past decade. Fax machines have disappeared, paper is going, the phone has left the desk and moved to the pocket or purse, walls are coming down, desks are clustered together, meetings happen in virtual space as often as in real space. Our technology lets us work in groups as easily as alone. But has this radical disruption in the technology environment created a more collaborative working experience for most of us?
Can a senior management team use systems thinking for strategic planning?
Of course the answer is yes. As long as you can get into a position to see the organisation as a system, including the context in which it operates. One of the fundamental concepts of Lean and Systems Thinking is taking an outside-in perspective – typically from the customers’ perspective.
Agile product development for Startups (Part two) – Getting the initial Product Backlog
In the first part of this article, I provided some high level steps to get you from an idea to a user-centered Product Vision supported by personas. In this final part, I’ll touch on one of the tools you can use to build on those artifacts and get an initial version of the Product Backlog….
The No-Change Approach to Organisational Change: Starting Where You Are
“The no-change approach to organisational change” was the focus of this week’s drop-in session (December 1) as HiveMinder Kenny Grant lead a discussion on the evolutionary, people-centric approach taken at Northern Gas Networks, in the context of Agile / Lean change.
The Transition From Help Desk to Colleague Care
Whilst IT services at Northern Gas Networks (NGN) were by no means universally bad, there was a clear opportunity to improve service experiences and provide better value to the business. Two outsourced suppliers were providing three different IT service desks to an organisation of less than 1,500 people, all with different service scope, processes, standards and results, and with frequent reliance on client management interventions to chase required service actions.
Agile product development for Startups – Part one – First steps
So you think you have a brilliant idea that will become a hugely successful product or service. Congratulations!
“But how do you turn that idea into a well considered, structured game plan for how you will turn your concept into reality?”…
Knowledge Management: The Price of Entry
Knowledge Management: The Price of Entry Knowledge management requires a price, and good design an even higher price. It is important that those involved in knowledge management pay attention, acutely, to the world around them, if they are to pick up the weak signals that precede new knowledge, or the wake of dissonance that alerts […]
The post Knowledge Management: The Price of Entry appeared first on Serious Insights.
Understand motivation for change
One piece of feedback I’ve received a few times on step 1 of STATIK (and therefore on chapter 18 of my book Kanban from the Inside also) is that “Understand sources of dissatisfaction” sounds rather negative. What about sources of satisfaction, pride, strength, and so on? Are those unimportant?
A little bit of Heaven and a lot less Hell – wishes of CX from 10 UK companies
I reflect on my week from hell, as I travel to the CCA Convention http://www.cca-global.com/gsx/content/events/?contentid=19 for it’s 20th year, to listen to some great speakers talking about the developments in Customer Contact and Customer Experience. I also think about what I will convey in my opening message at the session I am chairing – ‘understanding your customer, … Continue reading →
