“We need to think like a retailer”. Really? In listening to those who are looking to improve customer experiences, I’ve heard two very different opinions from the aviation industry this year on where the aspirations lie. The airline: “We should think like a retailer who happens to run a fleet of aircraft”. The … Continue reading →
Revisiting Social Customer Care
While sitting on a United flight recently, I watched their new preflight video about their use of social media for interacting with customers and providing support. I chuckled to myself because I’m constantly slamming United on twitter for their lack of responsiveness on social media when it comes to customer care. Even though United isn’t exactly the poster child for how to do social customer care, the fact that they included this subject in their pre-flight video demonstrates its importance.
Agile 101 Video with HiveMind Expert Ian Carroll
Learn about the basics of Accelerated Delivery with leading expert practitioner Ian Carroll. In this short video we cover a number techniques including; Agile, Scrum and Kanban. Ideal for getting someone new to accelerated delivery up to speed quickly without too much detail.
The HiveMind Drop-in – Scenario Planning with Dan Rasmus
This week’s drop-in session looked at Scenario Planning.
The session was hosted by Dan Rasmus. Daniel W Rasmus is an industry leading Strategic Planning and Scenario Development expert and analyst with an excellent approach and engaging communication style. Dan’s ability to analyze social, economic, political and technological data helps to reveal emergent opportunities, identify threats and synthesize creative approaches to both.
What is ‘Good’?
Fans of Only Fools & Horses will remember Dell-Boy’s great line to the supermarket check-out girl, “Did you sue them?” When asked who, he replied “The Charm School!” And many of us will have found ourselves in circumstances when we would have loved to use the same sarcastic wit.
2014 UK Customer Experience Awards – Who Were The Big Winners?
2014 UK Customer Experience Awards: A truly amazing result for one company winning 6 (six) Customer Experience Awards on Thursday – that company we’re proud to say we’re helping as our client and partner, Northern Gas Networks.
Keeping things simple?
Do you ever think that some of the management books and technical jargon are far more complicated than they really need to be? A recent podcast by the Freakonomics team reminded me of some simple service “production line” stuff that seems to get forgotten. Over the years, I have worked in many claims processing systems,…
What exactly is Microsoft Delve?
Download PDF here What is it? Microsoft Delve is an machine learning technology that integrates with Microsoft Office 365. Delve discovers patterns within Office 365 using analysis from documents, calendars and communications, including e-mail. The technology provides personalized, contextual awareness of information that its relevant to a particular knowledge worker’s current activity. Who […]
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Ensuring Compliance Within GRC
In this article we will be looking at Compliance within GRC. Our broad definition of compliance is ensuring that a series of controls are established that ensure that decisions are made and are prioritised in accordance with accepted policy. We have included the decision-making process that is consequential to ‘being in accordance with’ as a…
From Projects to Work-streams
The #noprojects movement seems to be gathering pace so I’d thought I’d publish some thinking I shared with a utilities client recently on what a ‘continuous value stream’ delivery might look like in direct comparison to the projects culture that is embedded in the organisation at the moment: Projects Capability Workstreams Have temporary teams Have permanent, ongoing […]
