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Aug 29, 2018

Suzy Nixon joins us and shares what her role is really all about, "the idea is really to help people realize that they bring a lot of their own experiences and assumptions and bias to any customer experience and their understanding of that. The idea is to help people realize that by utilizing things like...


Aug 27, 2018

From Akzo Nobel, Rob Bradford joins us and shares that "we wanted to create cross-functional centers. So we said we're not going to functionally align so we're not going to have an HR shared service center and a finance shared service center. We're going to be end to end. And so with that comes a whole lot of other...


Aug 24, 2018

On transformation, Pfizer's Anil Bhavanani, "digital is different in a way that you're focusing more on how you can leverage technology. And it is the same in a way that ultimately you have to focus on the process. So even when you are doing integrations, typically you are focusing on the process because you're kind...


Aug 22, 2018

On better customer experience through refining process and removing waste, @DavidGruber, "there's a tremendous focus on how to get cost out of the system. One of those costs are these negative processing, or the irritants that members are actually experiencing- if you have to call customer care six times to get some...


Aug 21, 2018

Naked Wines' @LauraEvans on the organization's take on process excellence and how she fits, "my role was doing financial planning and analysis. So that means being involved in budgeting, forecasting, measuring the performance, and Help setting the strategy. So it was a really nice way to end up getting into...