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I've spoken to tens of organizations this year, and many are undergoing or have already faced organizational changes and cost-saving measures. Unfortunately, customer experience is often one of the areas taking a hit, as reflected in recent studies. While many of my posts about journey management (JourneyOps) have focused on the CX side, today I want to shed light on how it can also drive significant operational efficiency by removing "waste." 🔄 Driving Operational Efficiency with Journey Management 🔄 🌟 Bridging Organizational Silos: Journey management offers a shared view of the customer experience, connecting it with cross-functional development efforts and different data sources. The journey provides your team with an understandable context to discover existing data and insights, making them accessible to the entire organization. This visibility helps reduce duplicate work by showing what others are doing today. 🔍 Spotting Opportunities and Focusing Development: At the core of journey management is the concept of opportunities. These are created through a rigorous process of journey discovery, where we gather all the customer and business pain points and needs from the journeys and turn them into bigger opportunities graded against customer and business value. When organizations decide where to allocate resources, they have a set of graded opportunities to choose from. This reduces the risk of delivering features or products to the market that don't make an impact. While organizations are generally adept at developing new things, it's not just about creating new things—it's about creating the right things. In challenging times, it's essential to work smarter, not harder. Journey management is the key to unlocking operational efficiency and driving meaningful change. 🚀 Struggling to convince your organization to understand the potential of journey management? Let me know, I have the presentation that will do the trick. #JourneyOps #JourneyManagement #OperationalEfficiency #CostSavings #CustomerExperience #Innovation

I’ve been reflecting on what success looks like in transformation initiatives. Success, I’m learning, is about more than implementing new technology or processes - it’s about making a real, measurable impact on how the business operates and serves customers. But how do you define success when transformation can take so many forms? Here are some key areas I’m learning to assess: 1. Alignment with Business Goals 🎯 Transformation must align with strategic goals. Whether it’s enhancing customer experience, improving efficiency, or driving revenue, these efforts must support broader objectives. Key Questions: - Are the changes aligned with our strategy? - How is the transformation helping us achieve our goals more effectively? 2. Enhancing Customer Experience 🚀 Improving customer experience is crucial, especially in financial services. Successful transformations make interactions more seamless, with better digital tools or faster service. Key Metrics: - CSAT or NPS scores before and after transformation - Time taken to resolve customer issues - Customer retention rates 3. Improving Operational Efficiency ⚙️ Streamlining operations is a key goal. Automation and process improvements drive efficiency, but measuring gains—through cost savings, time reductions, or productivity—matters. Key Metrics: - Reduction in processing times - Lower operational costs - Productivity improvements 4. Employee Adoption and Engagement 🤝 Transformation won’t succeed without employee buy-in. It’s important to measure adoption rates and gather feedback to ensure teams are on track. Key Metrics: - Employee engagement and satisfaction - System adoption rates - Feedback on training and support 5. Agility and Responsiveness 🏃♂️ Transformation should improve agility—allowing the business to respond quickly to new challenges or customer demands. Key Metrics: - Time-to-market for new products or services - Ability to respond swiftly to regulatory changes 6. Financial Outcomes 💰 The financial impact is a key measure of success. Tracking revenue growth, cost reductions, and profitability post-transformation is essential. Key Metrics: - Revenue growth or new channels post-transformation - ROI on technology investments - Cost reductions (e.g., IT or manual labour) In Summary: Defining transformation success is about creating measurable improvements across the business. Whether it’s enhancing customer experience, improving operational efficiency, or delivering financial results, success should always be driven by key metrics. I’d love to hear from others—how do you define and measure success in transformation? What key metrics do you focus on? #Transformation #LearningJourney #Leadership #DigitalTransformation #CustomerExperience #OperationalEfficiency #FinancialServices

As we ramp up for the Service Council™ Symposium next week, we're excited to share more details about our Case Study Corner that will take place at 5pm on Monday! Join our CEO, Justin Lake, for “Leading Change for Optimal Digital Adoption” with Kris Plummer, Organizational Change Management Expert at The Métier Group. In this session, Kris will highlight how prioritizing employee experience (EX) is the key to delivering exceptional customer experience (CX). She’ll dive deep into the powerful connection between EX, CX, and digital adoption by frontline teams, revealing how equipping employees with the right digital tools not only boosts their engagement but accelerates adoption of new technologies. 🎯 Key Takeaways: • Strengthen the EX-CX connection • Drive faster digital adoption • Motivate your workforce to deliver exceptional customer success 📅 We hope to see you at 5pm Monday during the Service Council Symposium! #ServiceCouncilSymposium #DigitalAdoption #CustomerExperience #EmployeeExperience

Empowering your team to embrace technology is crucial for business success. It’s about providing the right tools and fostering a culture of continuous learning and innovation. Key Focus Areas: Ongoing Development: Implement regular training to keep skills sharp and relevant. Feedback Loops: Encourage team members to share their insights to foster improvement. Enhancing Customer Interactions: Use technology to elevate customer experience and satisfaction. Data-Driven Decisions: Leverage analytics to align your strategies with customer needs. Are you ready to empower your team and optimize customer interactions? Let’s work together to enhance your business operations! 👉 Connect with https://lnkd.in/gif3cxzu today! #TeamEmpowerment #CustomerExperience #DataDriven #TechnologyAdoption #BusinessExcellence #EmployeeEngagement #SmallBusinessTips #Innovation #Coaching #LeadershipDevelopment

🎓 Would you like to jump into the subject of experience management? Experience Foundation is the popular, accredited, starting point for organisations looking to learn how to adopt experience management for their employees and customers. In this course, attendees will explore the experience optimization framework, learning the steps to identify, design, implement and govern experience within their own organisation. If this sounds interesting, we have an Experience Foundation course coming up on the 16th July. Save your place and learn the framework enabling organisations to manage their experience. Details in the comments! 👇 #XLAs #ExperienceManagement #ExperienceLevelAgreements #OnlineLearning

𝗛𝘂𝗺𝗮𝗻-𝗖𝗲𝗻𝘁𝗿𝗶𝗰 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 ChangeSync puts people at the center of change. Our certification teaches you how to proactively identify change fatigue, communicate and engage effectively, manage employee resistance, and foster a change-capable, resilient workforce. 📽️ 𝗖𝗵𝗲𝗰𝗸 𝗼𝘂𝘁 𝘁𝗵𝗲 𝘃𝗶𝗱𝗲𝗼 𝘁𝗼 𝗵𝗲𝗮𝗿 𝗮𝗻 𝗶𝗻𝘀𝗽𝗶𝗿𝗶𝗻𝗴 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 𝘀𝘁𝗼𝗿𝘆 𝗳𝗿𝗼𝗺 𝗼𝗻𝗲 𝗼𝗳 𝗼𝘂𝗿 𝗴𝗿𝗮𝗱𝘂𝗮𝘁𝗲𝘀. 👀 ChangeSync's program goes beyond the average change management certification—our course empowers you with innovative strategies and tools that align with the latest industry advancements. Whether it's mastering enterprise change management, executing comprehensive planning, driving data-driven change, or harnessing AI-powered analysis, we've got everything you need to succeed. 𝗛𝗼𝘄 𝗶𝘁 𝘄𝗼𝗿𝗸𝘀: • 1 full-day, virtual kick-off session led by change experts • 4 half-day, virtual, interactive sessions and case study • All participants get a digital toolkit, templates, and more • Accreditation and credentials in recognition of your new skills 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺 𝘆𝗼𝘂𝗿 𝗰𝗵𝗮𝗻𝗴𝗲 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵 𝘁𝗼𝗱𝗮𝘆! 𝗘𝘅𝗽𝗹𝗼𝗿𝗲 𝗼𝘂𝗿 𝗰𝗲𝗿𝘁𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗲𝗻𝗿𝗼𝗹𝗹 𝗻𝗼𝘄: https://lnkd.in/dHXZdPxJ #changemanagement #changemanagementcertification #changeleadership #change #professionaldevelopment #changeleader

I believe in today's fast-paced and ever-changing market, staying competitive and successful requires more than just keeping up—it demands a proactive shift in your product operating model. Here's why shifting your product operating model is crucial: 🔄 Customer-Centric Approach: Today's customers expect personalized experiences and rapid responses to their needs. By shifting to a customer-centric operating model, you can better understand and anticipate their demands, delivering value that sets you apart from the competition. 💡 Agility and Flexibility: An agile operating model enables your organization to pivot quickly in response to market changes and emerging opportunities. This flexibility not only enhances your ability to innovate but also reduces time-to-market for new products and features. 📈 Data-Driven Decisions: Leveraging data and analytics is essential for making informed decisions. By integrating data-driven insights into your operating model, you can optimize performance, identify trends, and make strategic adjustments with confidence. 🤝 Collaboration and Empowerment: Shifting your operating model fosters a culture of collaboration and empowers teams to take ownership of their work. This collaborative environment drives creativity, improves problem-solving, and accelerates progress toward your goals. 🌐 Sustainability and Scalability: A modern operating model is designed for sustainability and scalability. It ensures that your processes and systems can grow with your business, supporting long-term success and resilience. At Kolo Consulting, we specialize in helping organizations navigate these shifts. Our team of experts works alongside you to design and implement a product operating model that aligns with your strategic objectives and positions you for sustained success. Are you ready to make the shift? Let's connect and explore how we can help you stay ahead of the curve. 💬 #ProductOperatingModel #Innovation #Agile #CustomerCentric #DataDriven #Collaboration #KoloConsulting #BusinessTransformation #CompetitiveEdge

Last month, service leaders and industry innovators gathered in Chicago for the 2024 Smarter Services Executive Symposium hosted by Service Council™. The event highlighted how organizations blend human interaction with technology to reshape customer service. There was a lot to take in from the event, however, here were our takeaways from the event, including: -Adopting AI -How leadership impacts service outcomes -Improving knowledge management Read our post here 👉 https://lnkd.in/eQ2FAmd4

How to make your organization truly customer-centric? Success starts where customer focus becomes a core value. What does customer-centric mean? Customer-centricity means placing the customer at the heart of all decisions, strategies, and processes, making them an integral part of the company's culture and structure. Benefits of a Customer-Centric Strategy: → Increased customer loyalty: Valued customers always return. → Sustainable revenue growth: Loyal customers drive ongoing revenue. → Enhanced brand reputation: Positive experiences spread and amplify your reach. → Higher employee engagement: Empowered employees deliver exceptional service. Best practices from customer-centric leaders: → Active listening. → Empathy and care. → Transparency and communication. How to apply customer-centric strategies: → Understand your customers: - Collect feedback through surveys and analytics. - Use data tools to identify patterns and unmet needs. → Embed CX into company culture: - Promote customer-first values across all levels. - Provide CX-focused training for your teams. → Empower your team: - Equip them with resources for exceptional service delivery. - Give employees the authority to make customer-focused decisions. → Leverage technology smartly: - Automate processes for smoother experiences. - Use AI to deliver personalized service. → Measure and improve continuously: - Track CX performance metrics. - Use feedback to refine and innovate services. The real key? Consistency and Commitment. Becoming customer-centric isn’t a one-time action but a continuous journey of growth and improvement. Recommended resources: - "The Effortless Experience" by Dixon et al. - "Becoming Customer-Centric" by Pennington. TL; DR: Customer Experience isn’t a department— It’s a mindset woven into your entire organization. Success begins when every decision revolves around the customer. PS: Are you leading with CX at the core? -------------------------------- Waleed AlHamdan CXAD(Dip) Business Growth Strategist & CX Consultant Leadership Coach | Expert in CX Strategies & Business Growth #WaleedAlHamdan