Not too long ago, I posted a blog entry about how Briova used a simple but high-impact approach to provide a great customer experience. Here’s the post: Delighting customers doesn’t always require a huge investment and massive effort. The customer was me, and here’s what I liked: I just talked with Briova yesterday,… read more >
In early 2017, we declared that operational excellence (BPM) practitioners and customer experience (CX) experts would join forces this year to transform the business, starting from initial customer interactions and then going all the way through to back office operations that support those customer interactions. It was a powerful statement, especially since the project teams… read more >
Over the past six months, I’ve had an opportunity to participate in an exciting project related to business transformation, business process management (BPM), Lean, Six Sigma, and operational excellence. Roger Tregear, a Consulting Director with Leonardo Consulting in Australia, has just published Process Precepts, a collaborative book that also includes contextual contributions by sixteen… read more >
Focusing on operational excellence in customer experience is a key trend for 2017. It’s also a strategic way to change the culture of organizations that have committed to customer experience (CX) transformation even though mid-managers and employees have not fully embraced a new mindset and changed their behaviors. Many companies spend massive amounts of money… read more >
CEOs Will Double Down on Operational Excellence in Customer Experience Management in 2017 Putting the customer first will remain a top priority for CEOs throughout 2017 as senior executives around the globe continue to transform the enterprise from the outside-in and inside-out. How? By delighting customers and delivering exceptional experiences independent of existing and emerging… read more >
In my last post, I identified a strategic focus on operational excellence that will drive business leaders responsible for business transformation and customer experience (CX) management in 2017. Business leaders want to move beyond experimentation with emerging technologies. And they definitely want to end budget-blowing overruns on large scale projects, like omnichannel, which can cost… read more >
January is that time of the year when business and technology trends start surfacing fast and furious from think tanks, research firms, journalists, and independent consultants. This year is no exception—pundits have plenty to say about trends for hot technologies, such as the internet of things (IoT), virtual reality, cognitive computing, conversational robots, just to… read more >
I recently attended a superb conference (IQPC’s PEX for Oil and Gas) that focused exclusively on creating a culture that sustains operational excellence. It’s a vitally important topic. I suspect all companies would like to achieve superior operational excellence and/or push the bar higher for greater excellence. After all, that’s what delighting the customer is… read more >
Attending: Connie Moore
Forward-thinking oil and gas companies are making changes now to set themselves on a more sustainable path. Those making the commitment to enterprise operational excellence are lowering their risk and emerging leaner, nimble and more competitive. Join hundreds of Operations Leaders from North America’s Oil and Gas Industry at the 7th Annual Operational Excellence in Oil and Gas Summit, returning to Houston
This week I’ve spent a lot of time with business process leaders who are chartered with making Business Transformation a reality in their organizations. These individuals are largely C-level executives and vice presidents who work in a number of process improvement and operational excellence roles, as well as lines of business leaders. This dialog occurred… read more >
