TELUS Digital’s Post

CIOs have emerged as pivotal players at the leadership table, having proven their worth in navigating unprecedented challenges like the pandemic and business transformation. Now, they face the pressing task of overhauling both customer and employee experiences. Here's a great article from CMSWire giving advice on how CIOs can manage increasing CEO expectations, while meeting business goals. https://lnkd.in/eFF_hBvD

There’s this concept called values-based decision making that needs to be implemented throughout your organization to ensure that you make decisions the right way. The best and simplest way to define “values-based decision making” is this: 👉 making decisions through the lens of your core values and the outcomes they facilitate or drive. For example, if your values drive toward a customer-centric culture and organization, then the decisions you make will be through the lens of customer-centricity, through the lens of putting the best interests of the customer at the heart of all you do, through core values that support and facilitate a customer-centric culture. #culture #corevalues #decisionmaking #leadership #employeeexperience https://lnkd.in/gXuq5EJB

🚀 𝟵𝟲% 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗪𝗶𝗹𝗹 𝗟𝗲𝗮𝘃𝗲 𝗕𝗲𝗰𝗮𝘂𝘀𝗲 𝗢𝗳 𝗣𝗼𝗼𝗿 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 🚀 In today’s business landscape, it’s not just the products or innovations that set organizations apart—it’s how they serve their customers. As leaders, we must rethink service as more than a function—it’s a core strategy for growth, resilience, and differentiation. 𝗧𝗵𝗲 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝘁𝗵𝗿𝗶𝘃𝗶𝗻𝗴 𝘁𝗼𝗱𝗮𝘆 𝗵𝗮𝘃𝗲 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗲𝗱 𝘁𝗵𝗲𝗶𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗺𝗼𝗱𝗲𝗹𝘀 𝘁𝗼 𝗯𝗲 𝗮𝗱𝗮𝗽𝘁𝗶𝘃𝗲, 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗰𝗲𝗻𝘁𝗿𝗶𝗰, 𝗮𝗻𝗱 𝗰𝗮𝗽𝗮𝗯𝗹𝗲 𝗼𝗳 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗶𝗻𝗴 𝘀𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀 𝗮𝗰𝗿𝗼𝘀𝘀 𝗲𝘃𝗲𝗿𝘆 𝘁𝗼𝘂𝗰𝗵𝗽𝗼𝗶𝗻𝘁. This shift requires more than just operational tweaks; it demands a fundamental change in how we view service delivery—not as a transactional necessity, but as the foundation for competitive advantage and long-term success. On 12th November, I’m hosting a 𝗩𝗜𝗣 𝗠𝗮𝘀𝘁𝗲𝗿𝗰𝗹𝗮𝘀𝘀 𝗮𝘁 𝗛𝗲𝗻𝗹𝗲𝘆 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗦𝗰𝗵𝗼𝗼𝗹, designed specifically for C-suite leaders and senior executives in Customer Service, Customer Experience, and Operations Management. Together with @Mark Vincent, from Applied Change, we’ll explore how visionary leaders leverage service as a competitive advantage to drive meaningful transformation. In this workshop we’ll cover: ✅ Redefining Service: How to position service as a driver of value, not a cost centre ✅ Service Strategy for Growth: Proven models that directly link service excellence to revenue growth and customer loyalty ✅ Leadership in Action: Real-world examples of how operational leaders are transforming their organizations from the inside out 𝗧𝗵𝗶𝘀 𝗶𝘀𝗻’𝘁 𝗷𝘂𝘀𝘁 𝗮𝗻𝗼𝘁𝗵𝗲𝗿 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗱𝗮𝘆. 𝗜𝘁’𝘀 𝗮 𝘀𝗽𝗮𝗰𝗲 𝗳𝗼𝗿 𝗱𝗲𝗲𝗽 𝘁𝗵𝗶𝗻𝗸𝗶𝗻𝗴, 𝗻𝗲𝘁𝘄𝗼𝗿𝗸𝗶𝗻𝗴, 𝗮𝗻𝗱 𝗿𝗲𝗮𝗹𝗶𝗴𝗻𝗶𝗻𝗴 𝗵𝗼𝘄 𝘆𝗼𝘂 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵 𝘁𝗵𝗲 𝗳𝘂𝘁𝘂𝗿𝗲 𝗼𝗳 𝘆𝗼𝘂𝗿 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻. If you’re committed to leading change through service, this is the opportunity to learn from peers and gain fresh perspectives on creating long-term business impact. 𝙎𝙚𝙖𝙩𝙨 𝙖𝙧𝙚 𝙞𝙣𝙩𝙚𝙣𝙩𝙞𝙤𝙣𝙖𝙡𝙡𝙮 𝙡𝙞𝙢𝙞𝙩𝙚𝙙 𝙛𝙤𝙧 𝙖 𝙢𝙤𝙧𝙚 𝙞𝙣𝙩𝙚𝙧𝙖𝙘𝙩𝙞𝙫𝙚 𝙚𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚. 🔗 If you believe in the power of service to elevate your business and would like to join us, click on the link in the comments below, to 𝗽𝗶𝗰𝗸 𝘂𝗽 𝘁𝗶𝗰𝗸𝗲𝘁𝘀 𝗮𝘁 𝗮 𝗺𝗮𝘀𝘀𝗶𝘃𝗲𝗹𝘆 𝗱𝗶𝘀𝗰𝗼𝘂𝗻𝘁𝗲𝗱 𝗿𝗮𝘁𝗲. 𝗕𝗲𝗰𝗮𝘂𝘀𝗲: 𝗜𝘁'𝘀 𝗔𝗹𝗹 𝗔𝗯𝗼𝘂𝘁 𝗦𝗲𝗿𝘃𝗶𝗰𝗲! #COO #Leadership #ServiceTransformation #CustomerService #CustomerExperience #OperationsExcellence #BusinessGrowth

For me, putting customers at the heart of every decision isn’t just a nice idea—it’s the key to sustainable growth. Leaders who prioritize personalization, trust, and seamless experiences set their businesses apart in today’s crowded marketplace. A customer-first mindset drives innovation, loyalty, and lasting success. Want to transform your approach and stay ahead? Check out this Forbes article for actionable insights on customer-centric leadership: https://okt.to/TMV47P #360insights #CustomerExperience #CustomerCentricity #CustomerService

🚀 𝟵𝟲% 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗪𝗶𝗹𝗹 𝗟𝗲𝗮𝘃𝗲 𝗕𝗲𝗰𝗮𝘂𝘀𝗲 𝗢𝗳 𝗣𝗼𝗼𝗿 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 🚀 In today’s business landscape, it’s not just the products or innovations that set organizations apart—it’s how they serve their customers. As leaders, we must rethink service as more than a function—it’s a core strategy for growth, resilience, and differentiation. 𝗧𝗵𝗲 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝘁𝗵𝗿𝗶𝘃𝗶𝗻𝗴 𝘁𝗼𝗱𝗮𝘆 𝗵𝗮𝘃𝗲 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗲𝗱 𝘁𝗵𝗲𝗶𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗺𝗼𝗱𝗲𝗹𝘀 𝘁𝗼 𝗯𝗲 𝗮𝗱𝗮𝗽𝘁𝗶𝘃𝗲, 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗰𝗲𝗻𝘁𝗿𝗶𝗰, 𝗮𝗻𝗱 𝗰𝗮𝗽𝗮𝗯𝗹𝗲 𝗼𝗳 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗶𝗻𝗴 𝘀𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀 𝗮𝗰𝗿𝗼𝘀𝘀 𝗲𝘃𝗲𝗿𝘆 𝘁𝗼𝘂𝗰𝗵𝗽𝗼𝗶𝗻𝘁. This shift requires more than just operational tweaks; it demands a fundamental change in how we view service delivery—not as a transactional necessity, but as the foundation for competitive advantage and long-term success. 📈 On 12th November, I’m hosting a 𝗩𝗜𝗣 𝗠𝗮𝘀𝘁𝗲𝗿𝗰𝗹𝗮𝘀𝘀 𝗮𝘁 𝗛𝗲𝗻𝗹𝗲𝘆 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗦𝗰𝗵𝗼𝗼𝗹, designed specifically for C-suite leaders and senior executives in Customer Service, Customer Experience, and Operations Management. Together with Mark Vincent from Applied Change, we’ll explore how visionary leaders leverage service as a competitive advantage to drive meaningful transformation. In this workshop we’ll cover: ✅ Redefining Service: How to position service as a driver of value, not a cost centre ✅ Service Strategy for Growth: Proven models that directly link service excellence to revenue growth and customer loyalty ✅ Leadership in Action: Real-world examples of how operational leaders are transforming their organizations from the inside out 𝗧𝗵𝗶𝘀 𝗶𝘀𝗻’𝘁 𝗷𝘂𝘀𝘁 𝗮𝗻𝗼𝘁𝗵𝗲𝗿 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗱𝗮𝘆. 𝗜𝘁’𝘀 𝗮 𝘀𝗽𝗮𝗰𝗲 𝗳𝗼𝗿 𝗱𝗲𝗲𝗽 𝘁𝗵𝗶𝗻𝗸𝗶𝗻𝗴, 𝗻𝗲𝘁𝘄𝗼𝗿𝗸𝗶𝗻𝗴, 𝗮𝗻𝗱 𝗿𝗲𝗮𝗹𝗶𝗴𝗻𝗶𝗻𝗴 𝗵𝗼𝘄 𝘆𝗼𝘂 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵 𝘁𝗵𝗲 𝗳𝘂𝘁𝘂𝗿𝗲 𝗼𝗳 𝘆𝗼𝘂𝗿 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻. If you’re committed to leading change through service, this is the opportunity to learn from peers and gain fresh perspectives on creating long-term business impact. 𝙎𝙚𝙖𝙩𝙨 𝙖𝙧𝙚 𝙞𝙣𝙩𝙚𝙣𝙩𝙞𝙤𝙣𝙖𝙡𝙡𝙮 𝙡𝙞𝙢𝙞𝙩𝙚𝙙 𝙛𝙤𝙧 𝙖 𝙢𝙤𝙧𝙚 𝙞𝙣𝙩𝙚𝙧𝙖𝙘𝙩𝙞𝙫𝙚 𝙚𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚. 🔗 If you believe in the power of service to elevate your business and would like to join us, click on the link in the comments below to 𝗽𝗶𝗰𝗸 𝘂𝗽 𝘁𝗶𝗰𝗸𝗲𝘁𝘀 𝗮𝘁 𝗮 𝗺𝗮𝘀𝘀𝗶𝘃𝗲𝗹𝘆 𝗱𝗶𝘀𝗰𝗼𝘂𝗻𝘁𝗲𝗱 𝗿𝗮𝘁𝗲. 𝗕𝗲𝗰𝗮𝘂𝘀𝗲: 𝗜𝘁'𝘀 𝗔𝗹𝗹 𝗔𝗯𝗼𝘂𝘁 𝗦𝗲𝗿𝘃𝗶𝗰𝗲! #COO #Leadership #ServiceTransformation #CustomerService #CustomerExperience #OperationsExcellence #BusinessGrowth

One of the biggest asks that CX leaders (still) have to deal with to get executive commitment and engagement – and for the rest of the organization to feel that there’s meaningful impact as a result of changes being proposed/made – is showing ROI. One of the ways to start to do that and to get that adoption across the organization is to show some quick wins. What are quick wins? Why are they important? What are some quick wins best practices? What’s the best way to communicate them? Quick wins are small-scale, achievable accomplishments or improvements that can be implemented relatively quickly and with minimal resources. They’re typically targeted actions or strategies that are designed to deliver immediate benefits or results within a short time frame to demonstrate – or to act as – proof of concept. Learn more: https://lnkd.in/dUKr9PNK #quickwins #customerexperience #changemanagement #leadership

“One powerful way for companies to cut through the clutter is by adopting a customer-centric approach. This strategy places the customer at the core of every decision, focusing on their needs, experiences, and #values. Sure, we have all heard this before. So, why do so many companies and their leaders fall short? When embraced by effective #leadership, this mindset has the potential to reshape industries, drive innovation, and set new benchmarks for excellence and growth.”

Leaders who embrace this mindset help create seamless, unified experiences for customers across every touchpoint, whether online or in person. The result? Loyal, engaged customers who feel valued, not just served. At the end of the day, it's about listening, learning, and leading by example. As we prioritize our customers' needs and values, we’re setting ourselves up for sustainable success in an ever-evolving market. #CustomerCentricLeadership #CustomerExperience #BusinessGrowth #CustomerLoyalty

Customer experience leaders, you aren't the only ones expected to prove ROI on your initiatives! Every business team or department has to measure its results to understand what is and isn't working. You can start small - just one customer touchpoint - to see where you can improve and make a real difference in your customer experience. From there, prioritize activities to drive results. Learn more: https://lnkd.in/gN2SSGq5 #customerexperience #ROI #customers #businessgoals #leadership

Dear company leaders, When considering hiring your first Customer Experience Management (CXM) professional, first think about the work that must be done beforehand. If you don't, you run the high risk of your CXM efforts falling short! I've seen this happen many times, and it's the cause of many people losing faith that CXM will help accelerate growth for companies. What work, you ask? 🧐 Before anything happens with CXM, you must prepare your organization. Bringing on a CXM professional won't provide the greatest amount of value to the org if the prep hasn't been done, and the company isn't ready to receive what this person has to offer. Here are some questions you can ask to gauge whether your leadership team or company is ready to bring a dedicated CXM person into the fold: ✅ Are your fellow company leaders are on board with bringing on a CXM professional? ✅ Have you clearly articulated the need for this role, and how you believe it will benefit the organization? ✅ Do your fellow leaders buy in to your vision for customer experience management and its benefits? ✅ Can you and your leadership team clearly define what customer experience management is for you and your organization? ✅ Are you willing to embrace a new "business as usual"? ✅ When there is a decision to be made where a short-term, small company profit or a great customer experience conflict, which one will you choose? How often will you choose this option when this conflict arises in the future? Of course, there are plenty more, but these are a great starting point. If the majority of answers here are "YES", then you're well on your way! If not, then more work needs to be done. If you need some help with this, drop me a line- we can set your organization up for greater experiential success together! -Your friendly neighborhood CXM guy #business #leadership #strategy #businesstips