The document outlines the key elements needed to design a world-class customer experience (CX) program, including having a clear vision and strategy, thoughtful program design, strong organizational governance, and effective processes and tools. It provides details on what should be considered for each of these core components, and recommends a 5-step roadmap of commitment, listening, analysis, engagement, and action. Tactics for each step are described, and ways to prioritize experiences, determine research priorities, and include different types of research in the program are discussed. The document emphasizes the importance of senior leadership buy-in, having an all-inclusive and transparent scope, remaining objective, and adhering to governance guidelines.
Digital Personalization 101: The building blocks for a powerful strategyOptimizely
We’ve heard a lot about personalization over the last few years. Personalized digital experiences help you to keep your customers interested, keep them loyal and, ultimately, keep them profitable. Yet too many organizations are only scratching the surface of the limitless potential on offer or those that have gotten started are losing their momentum. What about you?
Join our webinar to discover the building blocks of a powerful personalization strategy. The importance of segmenting your audiences. And why experimentation kicks in to transform a good experience into a great experience – for everyone.
What you’ll learn:
- What personalization involves, what it means for you, and how to get started.
- How to put in place building blocks of personalization - and why more experimentation equals higher engagement.
- Why validating your experiences unleashes the full power of a personalized digital journey.
Learn more about creating impactful digital experiences in the Power of Personalization: https://www.optimizely.com/optimindset-personalization
Overview of the Six Elements of Customer Experience Strategy, focusing on Insights, Design, Technology, Operations, Data and Customer-led Culture. Developed by Be Customer Led, a CX & EX focused podcast available on all major podcast platforms or at www.becustomerled.com.
Strategic research is the fuel for data-driven decision-making at all levels throughout a company. Especially amidst uncertain times, this type of research can help leaders unlock new opportunities and de-risk long-term goals. In this talk, we will cover my journey from being an embedded User Researcher to leading a centralized Strategic Research team that uncovers new product opportunities, changes how leaders think about our listeners, and influences how our engineering systems work. I’ll discuss the 3 superpowers that have enabled my team to help leadership make data-driven decisions to fuel long term strategies: 1) Deeply understanding leadership’s biggest and riskiest questions to be able to identify the right problems to tackle 2) Mixing research methods and insights disciplines to yield comprehensive answers to these big questions. 3) Identifying both the product and business implications of your insights to create a wider impact across the organizations. And demonstrate how this work can create a virtuous cycle in which the more of this work you do, the more your leaders will crave it.
Digital Personalization 101: The building blocks for a powerful strategyOptimizely
We’ve heard a lot about personalization over the last few years. Personalized digital experiences help you to keep your customers interested, keep them loyal and, ultimately, keep them profitable. Yet too many organizations are only scratching the surface of the limitless potential on offer or those that have gotten started are losing their momentum. What about you?
Join our webinar to discover the building blocks of a powerful personalization strategy. The importance of segmenting your audiences. And why experimentation kicks in to transform a good experience into a great experience – for everyone.
What you’ll learn:
- What personalization involves, what it means for you, and how to get started.
- How to put in place building blocks of personalization - and why more experimentation equals higher engagement.
- Why validating your experiences unleashes the full power of a personalized digital journey.
Learn more about creating impactful digital experiences in the Power of Personalization: https://www.optimizely.com/optimindset-personalization
Overview of the Six Elements of Customer Experience Strategy, focusing on Insights, Design, Technology, Operations, Data and Customer-led Culture. Developed by Be Customer Led, a CX & EX focused podcast available on all major podcast platforms or at www.becustomerled.com.
Strategic research is the fuel for data-driven decision-making at all levels throughout a company. Especially amidst uncertain times, this type of research can help leaders unlock new opportunities and de-risk long-term goals. In this talk, we will cover my journey from being an embedded User Researcher to leading a centralized Strategic Research team that uncovers new product opportunities, changes how leaders think about our listeners, and influences how our engineering systems work. I’ll discuss the 3 superpowers that have enabled my team to help leadership make data-driven decisions to fuel long term strategies: 1) Deeply understanding leadership’s biggest and riskiest questions to be able to identify the right problems to tackle 2) Mixing research methods and insights disciplines to yield comprehensive answers to these big questions. 3) Identifying both the product and business implications of your insights to create a wider impact across the organizations. And demonstrate how this work can create a virtuous cycle in which the more of this work you do, the more your leaders will crave it.
UX STRAT Online 2020: Ken Skistimas, FacebookUX STRAT
Launching facilitating the adoption of a new design is hard – it’s even harder at the scale of Facebook Ads and Business products on top of a famous “bottoms up culture”. Building a design system takes equal parts craft, collaboration, salesmanship, and determination. Learn how we got our new design language off the ground, what strategies we used to get buy-in from teams, how we validated and propagated it, and how we adapted to speed bumps and curveballs along the way to a successful launch in unpredictable times.
In the digital world, any successful product feature will be copied swiftly by competitors. The only way to maintain a competitive advantage is through the customer experience you provide.
Getting your voice of the customer program up and running can be challenging. But, successful implementation will determine whether yours is a high performing program with actionable insights, or a data collection system that drowns in information overload.
Join Kyle Goff, former JetBlue VoC Analyst, and Innes Vanderniepen of Brussels Airlines, as they share their experiences implementing successful VoC programs that increased brand ROI and transformed customer interactions. You’ll learn how to create a high-level VoC implementation plan, and build a powerful program to increase your return on investment.
UXPA 2021: Journey Mapping Tools and Techniques: Research, Design and Action ...UXPA International
Presented by Josh DeLung. Journey mapping is a commonly used methodology in customer experience (CX) research that helps organizations understand different aspects of their relationship with customers. Through research, the hypothesized experience at each touchpoint with a customer is refuted or validated. This effort tells organizations where they are positively influencing customer retention and word-of-mouth or negatively influencing it. Once this is documented (mapped), the organization can more effectively plan actions that will result in a better experience. And by tying key CX metrics to sales or other goals, they can use journey mapping as a tool for uncovering CX investments that have the best return for the organization.
In UX strategy, journey mapping is an effective way to understand which touchpoints intersect with systems that could benefit from improved usability to increase user satisfaction, whether those users are employees, customers or citizens. This session will cover a four-step approach to effectively integrating journey mapping into your organization’s UX strategy process, inclusive of the applicable research methods and tools that help make journey mapping most effective.”
Our traditional approach to the design of policy, systems, services, environments, and products isn’t going to serve us well in the 21st Century. As a result we are going to have to evolve the practice of design to shape behavior for a preferable future. Our proposal is that ‘shaping’ behavior becomes the new function of design in the 21st Century. By defining ‘preferable futures’ as the outcome of our work we are forced to consider the longitudinal impacts of our work socially, culturally, ethically and environmentally.
Ten Key Insights from 15 Years of Customer Journey Mappingsuitecx
A set of 20 case studies from 15 years of experience conducting Customer Journey Maps, CX and Technology Vendor Assessments, Voice of Customer and targeted Contact Strategies.
UX STRAT USA 2019: Richard Baker, GE TransportationUX STRAT
Many engineering-focused enterprises have become solution driven—it's in the very nature of their work. Oftentimes it can be tricky to convince your stakeholders to use valuable time and resources on user experience.
Over the past two years, the innovation and design teams at GE Transportation have been refining their processes to enable engineering-heavy teams to capitalize on long-term strategy and short-term design-led execution through four key principles:
Simplify the complex
Work in bite-size chunks to make things manageable
Built-in exit ramps to ensure relevancy and quality
Work in full transparency
In this presentation, Richard will walk through how user-centric design was scaled in an engineer-led enterprise of thousands mechanical, electrical, and computer engineers.
Brand Development Approach of ActiCase(AC).
A branding strategy helps establish a product within the market and to build a brand that will grow and mature. Making smart branding decisions up front is crucial since a company may have to live with their decisions for a long time
Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...Qualtrics
Discover how easy it is to capture your customer’s voice across channels, analyze trends, and take action in real-time – all with an intuitive, point and click interface. Qualtrics Vocalize is changing the world of VoC and making it easier than ever.
Improving Customer Experience (CX) Through TraceabilityClockwork
After a recent update to a client’s website, we started thinking about traceability and how it could benefit different types of businesses. From retail to manufacturing, food tracking to supply chain visibility, traceability is a great way to improve your customer experience (CX) and grow trust, transparency, and engagement.
UX STRAT Online 2020: Ken Skistimas, FacebookUX STRAT
Launching facilitating the adoption of a new design is hard – it’s even harder at the scale of Facebook Ads and Business products on top of a famous “bottoms up culture”. Building a design system takes equal parts craft, collaboration, salesmanship, and determination. Learn how we got our new design language off the ground, what strategies we used to get buy-in from teams, how we validated and propagated it, and how we adapted to speed bumps and curveballs along the way to a successful launch in unpredictable times.
In the digital world, any successful product feature will be copied swiftly by competitors. The only way to maintain a competitive advantage is through the customer experience you provide.
Getting your voice of the customer program up and running can be challenging. But, successful implementation will determine whether yours is a high performing program with actionable insights, or a data collection system that drowns in information overload.
Join Kyle Goff, former JetBlue VoC Analyst, and Innes Vanderniepen of Brussels Airlines, as they share their experiences implementing successful VoC programs that increased brand ROI and transformed customer interactions. You’ll learn how to create a high-level VoC implementation plan, and build a powerful program to increase your return on investment.
UXPA 2021: Journey Mapping Tools and Techniques: Research, Design and Action ...UXPA International
Presented by Josh DeLung. Journey mapping is a commonly used methodology in customer experience (CX) research that helps organizations understand different aspects of their relationship with customers. Through research, the hypothesized experience at each touchpoint with a customer is refuted or validated. This effort tells organizations where they are positively influencing customer retention and word-of-mouth or negatively influencing it. Once this is documented (mapped), the organization can more effectively plan actions that will result in a better experience. And by tying key CX metrics to sales or other goals, they can use journey mapping as a tool for uncovering CX investments that have the best return for the organization.
In UX strategy, journey mapping is an effective way to understand which touchpoints intersect with systems that could benefit from improved usability to increase user satisfaction, whether those users are employees, customers or citizens. This session will cover a four-step approach to effectively integrating journey mapping into your organization’s UX strategy process, inclusive of the applicable research methods and tools that help make journey mapping most effective.”
Our traditional approach to the design of policy, systems, services, environments, and products isn’t going to serve us well in the 21st Century. As a result we are going to have to evolve the practice of design to shape behavior for a preferable future. Our proposal is that ‘shaping’ behavior becomes the new function of design in the 21st Century. By defining ‘preferable futures’ as the outcome of our work we are forced to consider the longitudinal impacts of our work socially, culturally, ethically and environmentally.
Ten Key Insights from 15 Years of Customer Journey Mappingsuitecx
A set of 20 case studies from 15 years of experience conducting Customer Journey Maps, CX and Technology Vendor Assessments, Voice of Customer and targeted Contact Strategies.
UX STRAT USA 2019: Richard Baker, GE TransportationUX STRAT
Many engineering-focused enterprises have become solution driven—it's in the very nature of their work. Oftentimes it can be tricky to convince your stakeholders to use valuable time and resources on user experience.
Over the past two years, the innovation and design teams at GE Transportation have been refining their processes to enable engineering-heavy teams to capitalize on long-term strategy and short-term design-led execution through four key principles:
Simplify the complex
Work in bite-size chunks to make things manageable
Built-in exit ramps to ensure relevancy and quality
Work in full transparency
In this presentation, Richard will walk through how user-centric design was scaled in an engineer-led enterprise of thousands mechanical, electrical, and computer engineers.
Brand Development Approach of ActiCase(AC).
A branding strategy helps establish a product within the market and to build a brand that will grow and mature. Making smart branding decisions up front is crucial since a company may have to live with their decisions for a long time
Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...Qualtrics
Discover how easy it is to capture your customer’s voice across channels, analyze trends, and take action in real-time – all with an intuitive, point and click interface. Qualtrics Vocalize is changing the world of VoC and making it easier than ever.
Improving Customer Experience (CX) Through TraceabilityClockwork
After a recent update to a client’s website, we started thinking about traceability and how it could benefit different types of businesses. From retail to manufacturing, food tracking to supply chain visibility, traceability is a great way to improve your customer experience (CX) and grow trust, transparency, and engagement.
Here are our slides from the Figaro Digital event on 5th August 2015. We discussed how improving the online customer experience can provide you with a distinct competitive advantage. Video available here - http://www.figarodigital.co.uk/Video.aspx?v=3696c992-0e10-42b7-9fb8-7ebcd3aa374b
Big experience - A concept model for digital strategy & product management wi...Jason Till
"Big Experience" is a *developing* framework and concept model with UX/CX principles at the core for planning, creating, delivering and analysing the product through iterative cycles in an increasingly real-time environment. This presentation examines some key principles.
Managers need new measures for the new experiences they’re creating. Fortunately they can use social and unstructured data to measure the holistic customer experience performance over time, based on direct and unfiltered feedback from customers.
CX 101 - A Starter's Guide to Customer Experience @RoyBossRoy Opata Olende
Customer experience (CX) is king.
From Amazon.com to your local corner store, evidence shows that the ROI of customer experience is incredible. For businesses looking to increase revenues and savings, customer experience is the best place to start.
CX 101 answers these key questions:
- What is customer experience?
- What is the ROI of customer experience?
- What are the core components of CX?
- How do I measure my current CX?
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
Measuring Customer-Centric Mobile Banking & BeyondDynatrace
This webinar with Forrester Research will help you gain valuable insights into the complexity of mobile banking and how mobile can give you a competitive step up. Mobile creates new business opportunities, and customer focused banks will have the edge. To do this you’ll need to have a unified view of the user behavior and delivered user experience across Web, mobile Web and mobile apps.
In this webinar you’ll learn how the right metrics and technology can help you:
• Discover the 5 categories of metrics that are critical for mobile banking and how to align them with business goals.
• Learn about the value of measuring and optimizing customer experiences on mobile banking strategies.
• Get a 5-Step process for assessing the effectiveness of your mobile banking metrics.
• Identify opportunities for improvements, new services, new business targets and models.
The Rising Importance of CX in Financial ServicesCX Pilots
Financial institutions, including banks, insurance companies, investment/lending houses and mortgage brokers need to focus on customer experience now more than ever. This is the approach they need to take bring customer success to the forefront.
In order to remain relevant in today’s fast paced business landscape delivering a great ‘Customer Experience’ is now simply table stakes.
• But how do you measure something that’s qualitative like Experience?
• Where does Customer Experience start and finish?
• And who owns Customer Experience?
#LatamDigital Marketing para Ecommerce Pablo Arias Interlat
http://interlat.co/aliados-estrategicos/ en Español. V Congresos y Premios #LatamDigital 2016 - 2017 Vía @Interlat & @HootsuiteLatam en: Emprendimiento Digital, Comercio Electrónico, Marketing Digital & Social Media y Turismo Digital .
Project Management is a well defined concept found in many guidebooks and Bodies of Knowledge. Putting these guides and BOK’s to work for the benefit of the enterprise is the role of Project Governance
RBL Omnia combines five of RBL's exclusive, world-class product offerings: RBL Institute, Virtual Academies, OGS, Online Assessments, and a Research Repository to identify, measure, and monitor the highest impact human capability investments.
Account Based Sales for Key Account GrowthRevegy, Inc.
According to SiriusDecisions, the recent buzz around account based sales reflects a long overdue need to enhance the way companies do account management...by breaking out of the status quo and exploring new, innovative approaches to the age-old concept of account planning, companies like Oracle are driving immediate pipeline growth from their most strategic customers.
Learn how world-class sales organizations are applying modern, account-based selling techniques to grow existing revenues:
The critical missing element that prevent account teams from discovering more immediate revenue opportunities
Why traditional approaches to account planning fail and what the most successful programs have in common
The best practices framework that companies like Oracle, JDA and BlackLine use to drive organic growth
Balanced Scorecard, A Comprehensive Guide Upendra K
The Balanced scorecard is a management system that enables organizations to clarify their vision and strategy and translate them into action.
Provides an organization with feedback of both the internal business processes and external outcomes, which allows for continuous improvement of strategic performance and results.
Nerve center of an enterprise
The term “scorecard” signifies quantified performance measures and “balanced” signifies the system is balanced between:
Short-term and long term objectives
Financial and non-financial measures
Lagging and leading indicators
Internal and external performance perspectives
The concept of the balanced scorecard was first touted in the Harvard Business Review in 1992 in a paper written by Robert S Kaplan and David P Norton.
The paper introduced the idea of focusing on human issues as well as financial ones, and measuring performance across a much wider spectrum than businesses had done before.
Kaplan and Norton published their ideas in full in The Balanced Scorecard: Translating Strategy into Action in 1996 and it became a business bestseller.
The balanced scorecard is centered on four performance metrics or perspectives:
Customers
Internal processes
Financial
Learning and growth
When implemented properly, each one of these perspectives contains four subparts consisting of
Objectives
Measures
Targets
Initiatives
Webinar: The Balanced Scorecard What Does It Mean And How To Implement ItAli Zeeshan
For other Informa Webinars: http://www.informa-mea.com/webinars
To view recording: https://youtu.be/4RQF-oUMgcw or watch the video at end of the slide
This webinar is designed as a practical guide to using the Balanced Scorecard.
The Balanced Scorecard is a system used extensively in business and industry, government, and non-profit organisations worldwide to align business activities to the vision and strategy of the organisation, improve internal and external communications, and monitor organisation
performance against strategic goals.
The Balanced Scorecard was originated by Drs Robert Kaplan (Harvard Business School) and David Norton as a framework to help managers consider both financial and non-financial aspects of their business and design performance metrics around them.
While the phrase Balanced Scorecard was coined in the early 1990s, the roots of this type of approach are deep, and include the pioneering work of General Electric on performance measurement reporting in the 1950s and the work of French process engineers (who created the Tableau
de Bord – literally, a "dashboard" of performance measures) in the early part of the 20th century.
About the Presenter:
Ian has over 30 years of business experience ranging from senior management positions, in such companies as Ericsson to founding and selling his own companies. Ian designs and delivers training programmes globally with particular attention to the GCC nations. He works in many
fields including both accredited and non-accredited courses.
Ian divides his time equally between the Middle East and the UK. In the UK, Ian is a lead professor at London Met University and the University of West London specialising in working with students to gain their membership to the Chartered Institute of Procurement and Supply.
RBL Omnia combines five of RBL's exclusive, world-class product offerings: RBL Institute, Virtual Academies, OGS, Online Assessments, and a Research Repository to identify, measure, and monitor the highest impact human capability investments.
HOFOR - Activating social in the public sectorKomfo
Rasmus Haukrog takes us through the challenge of starting social media from scratch in the public sector. Let him inspire you and follow his advice, "When we talk about strategy for public sector companies, you need to acknowledge a sort of a special treatment. The culture is really important to get under your skin, you need to get to the core DNA of the company: organisation, people and skill-sets".
How to Build Your Strategic Portfolio Management MaturityKeyedIn Projects
Learn from Forrester analyst, Margo Visitacion, about the basics to understand where your portfolio management stands today and how to build your portfolio management engine to become more strategic.
RBL Omnia combines five of RBL's exclusive, world-class product offerings: RBL Institute, Virtual Academies, OGS, Online Assessments, and a Research Repository to identify, measure, and monitor the highest impact human capability investments.
Understanding the importance of an organization’s vision, mission and strategic objectives are vital, contributing factors to the success of a project.
Project strategic alignment is a method which links an organization's vision, mission, strategic goals and objectives with those of project and program management. Projects are the means by which strategies are executed and enable higher performance.
Learn more about:
» Project Management Institute (PMI)® Talent Triangle
» Business Strategy
» Strategic Planning
» Portfolio Management
» Project Strategic Alignment
» Project Strategic Communication
All the details to consider when launching an enterprise-wide employee recognition solution can seem confusing and downright overwhelming for your clients. During this session Kim, Beth and Stan demystified the process and shared secrets to ensuring a successful "go live" and setting any organization up for sustained momentum in the crucial early days.
Driving Key Account Growth: Planning and Execution to Access the White SpaceRichardson
Decreasing customer loyalty, higher expectations, and constant competitive threats are making forecasted business from your best customers anything but a certainty. The presentation will cover the following:
1. The guiding principles for excellence in strategic account planning
2. Quantitative and qualitative factors to consider in choosing accounts for strategic account planning
3. How to align to the customer’s strategy
Account plan execution
Companies spends precious money on online advertisements, organic optimization but yet they are unsatisfied with the outcome. Typical problems faced by a Website/Portal are as following.
1) High Traffic but high bounce rate.
2) High Traffic but low conversion rate (sale or enquiry).
3) Low Overall Traffic
4) Ever increasing budget on Digital Marketing without improvement in average cost of customer acquisition.
5) Low Average Order Value.
Are you facing any of these issues?
Some Global statistics.
Conversion rate typically range from 1 to 3 percent
Companies typically spend $92 to bring customers, but only $1 to convert
Only 22 percent companies are satisfied with their conversion rate
About 75 percent of businesses have problems finding suitable expertise to optimise their landing page
Businesses with over 40 landing pages generated a whopping 12 times more leads than those with 1-5 landing pages
The presentation will help you to work out a Digital Marketing Strategy with quick ROI.
2. Core
Components
When creating a new CX
program from scratch, to
ensure success, it is
essential to design with
four core components.
Vision &
Strategy
Program
Design
Organization
&
Governance
Processes
&
Tools
Created by Brett Sharp, 2016
2
3. Essentials within each component
•Defined vision which unifies the enterprise to leverage CX as an enabler to business
success.
•Consistently integrated and proactive strategy that drives ongoing investment and
improvement in CX.
Vision & Strategy
•Intentional experience design tailored for each customer type and aligned with
brand promise.
•Ongoing process to consistently measure CX performance and use insights to assist
enterprise decision-making.
Program Design
•Embedded CX leaders and team members across the enterprise on cross-
functional and cross-product teams.
•Established responsibility guidelines and CX program governance processes
employed across the enterprise.
Organization &
Governance
•Proactive approach to identify and engage relevant stakeholders with actionable
CX insights through a closed-loop process.
•Innovative CX technologies that enable closed-loop engagement and enhanced
customer understanding
Processes & Tools
Created by Brett Sharp, 2016
3
4. 5-Step Roadmap
Commitment
Listen
Analyze
Engage
Act
Based on experience, and
best practice thinking from
other CX professionals,
following these five steps
will significantly improve
the probability of
designing a highly
successful CX program.
Created by Brett Sharp, 2016
4
5. Tactics and consideration at each step
Commitment
•Organizational
strategy & vision
•Priorities &
resources
•Execution &
examples
•KPIs & executive
agendas
•Internal/External
messages
Listen
•Ask questions
•All channel
feedback
•Journey Maps
•Ethnographies
•Deep dive to
actions
•Embrace
empathy
Analyze
•Integrate qual.
& quant. data
•Explore issues
behind numbers
•Address needs
of all teams
•How does info
flow / is shared?
•Guide int./ext.
messaging
Engage
•Align with vision
•What is benefit /
motivation?
•Gather others,
advocates
•Build in regular
recognition
•Requires full
transparency
•Best practices
Act
•Roles and
responsibility
•Cross-functional
engagement
•Limit to top 3-5
•Follow-up, share
information
•Need to close-
loop with
customers
Business Sponsor Research Intelligence Accountability Focus on Priorities
Created by Brett Sharp, 2016
5
6. How to determine priorities?
Deprioritize
Automate
Experiences
Strategic
Custom
Experiences Create
Intentional
Experiences
High
High
Low
Low
Impact
Interaction
Created by Brett Sharp, 2016
6
7. What should be included?
Flex / Custom
External Benchmarks
• Macroeconomic Data
• Behavioral, Cultural, or Social Trends
• Industry or Market Shifts
Qualitative Research
• Ethnographies
• Customer Journey Mapping
• Traditional or Online Focus Groups
Quantitative Research
• Messaging Optimization
• Segmentation
• New Product or Service Innovation
Ongoing
Targeted
• Post-Purchase Survey
• Relationship Survey with NPS, Key Drivers and Diagnostics
• UX Feedback
Unsolicited
• Account Reviews
• Advisory Panels (external = clients, internal = advocates)
• Social Media & Web Analytics
Created by Brett Sharp, 2016
7
8. “
”
If you build a great experience,
customers tell each other out it.
Word of mouth is very powerful.
JEFF BEZOS, AMAZON
It starts with senior leadership buy-in, is all-inclusive and pervasive in scope, remains
unabashedly objective, and requires adherence to guidelines and full transparency in both
external and internal communications and agendas. Master those areas and you’ll be
world-class in no time!
Created by Brett Sharp, 2016
8
