(1) The document discusses the concept of the "Outside In" approach to business, which focuses on putting customers at the center of the enterprise. It emphasizes understanding customer needs, improving processes to deliver better customer experience, and realigning organizational culture around customers.
(2) Key aspects of the Outside In approach include challenging traditional ways of thinking, improving customer-centric processes, measuring success based on customer outcomes rather than internal metrics, and identifying best practices from companies that are innovating in this area.
(3) Adopting an Outside In mindset requires understanding customers' real needs rather than just their stated wants, designing processes from the customer's perspective, and harnessing processes to control key moments of
Shareable service blueprints workshop nyc coworking spaceMisael Leon
The key to maintaining an active user acquisition and engagement rate is to offer your customers a positive experience.
Service Blueprint is a UX mapping technique to analyze the complete service process flow. It is based on a collaborative technique that displays the process’s functions above and below the line of visibility to the user. All backstage operations are documented and aligned to the User Experience in the frontstage.
Shareable service blueprints workshop nyc coworking spaceMisael Leon
The key to maintaining an active user acquisition and engagement rate is to offer your customers a positive experience.
Service Blueprint is a UX mapping technique to analyze the complete service process flow. It is based on a collaborative technique that displays the process’s functions above and below the line of visibility to the user. All backstage operations are documented and aligned to the User Experience in the frontstage.
Welcome to eResponse Recruitment - the only specialist recruitment agency dedicated specifically for candidates and employers within Worcestershire and South Birmingham community.
Our enthusiastic and experienced team have many years of experience matching candidates to their right role – and we have vast amounts of experience of working in the industries that we are recruiting in too.
Established in 2003, we operate from Redditch and Worcester, and we have made it our priority to know the local area just as well as we know our trade!
One Product, One Project, 2 PerspectivesMichal Vallo
In this presentation, we want to show how it looks like when consultant approaches organization, what he can found and what may happen. We will show on real example, how organization accepts consultant and works with its recommendations. This is a story described from two perspectives: how it is seen from the view of the consultant and how it is seen from the view of the customer, represented by Product Owner. There are aha moments, misunderstandings, surprises and also politics.
Keynote stop scaling... start growing an agile organization!Andrea Tomasini
Companies of all sizes need to grow their own agile way of working, becoming more agile is a journey, not a destination. Unfortunately, though, most of the time agile success is left in the hands of unlikely heroes, people who are passionate about agile, but likely lack the type of power and decision making required to move to the next level. Because becoming agile requires a radical mind-shift, it takes time, and time is what most organizations seem unwilling to invest. This is where our unlikely heroes come into play, pulling the “Agile Initiative” forward with their passion. Even more unfortunately, despite the great efforts of these individuals, the organization is not willing to wait, and instead, falls into the “implement that model” in a couple of months mindset. Does this work? Well, if it does, we still need to hear that it was fast and painless… On the other hand, more and more organizations are beginning to understand that becoming more agile is an individual journey, and has to be tightly coupled with the company business goals and culture, it can’t be standardized, or the company will likely lose their business advantage and uniqueness. In this keynote I am going to share stories about some of these companies, that having tried unsuccessfully to find more heroes, understood that becoming agile is a cultural shift that needs to be supported by the whole organization, and agreed to follow a growing approach rather than an implementing approach. Principles and tools which helped these organizations to grow their agility as well as stories of their journey will be shared as an example of how change can happen without heroic actions or old style “Change Initiatives”.
AvePoint - Managing the SharePoint Disruptiongarthluke
Managing the SharePoint Disruption. Ensuring your business gain exceeds your business pain.
In many organisations, SharePoint is a disruptive technology: it’s no longer business-as-usual for managers, for users, or for IT. SharePoint shines a spotlight on everything that’s good and bad about your company’s business processes, project management, change management, information management policies and IT service delivery.
This presentation will explore the lessons learned and common themes from thousands of organisations, large and small - from IT professionals, managers, developers, end users and CIOs around the globe. This comprehensive discussion will highlight the business, cultural and technical impact of SharePoint on an organisation - the business values and the “gotchas”. You’ll learn the steps you can take to plan for and implement SharePoint as a platform that will support a dynamic enterprise.
You will take away a framework within which to understand and communicate the role of SharePoint in your organisation, a punch list of issues to consider in your planning and deployment and an understanding of the business, technical, cultural and procedural components of a successful SharePoint implementation.
Stratum Consulting is a Business HR Consulting Firm that works with fast-growing organizations to implement Social HR Technologies, Business HR processes and Business metrics to scale sustainably and compete in global markets.
The entire focus is on majorly 2 aspects:
1. Improving Employee Productivity, Employee Efficiency which impacts the Topline and Bottomline of your Organization
2. Driving your organization culture where everyone contributes to profitability, customer delight and innovation
Our solutions are entirely Human Centered and our entire focus is how we work with your entire team to understand pain areas and work towards solutioning the root cause.
We action what we propagate and drive our activity to success. The entire aim is how we can work with your organization in a way where you (as Business Drivers) get to drive BD, Strategy and Finance and we manage the Operational issues that would be causing any issues.
Application Lifecycle Management and Agile, friends... or foes? (Andrea Toma...Andrea Tomasini
The whole idea of ALM stems from the need to manage in an integrated manner the relationship between business processes and engineering processes. Attempting to integrate practices, information and tools for disciplines such as Requirement Engineering, Project Management, Configuration Management has long been a driver, with the important goal of achieving more transparency, and also more control. Centralization of information into a single authoritative repository moved many original ALM initiatives, but how does that fit with more modern Agile approaches? Is it really possible to have Agile ALM? What would we keep of ALM and what of Agile? Are ALM and Agile friends... or foes? This keynote will offer an agile and pragmatic perspective to Application Lifecycle Management, pinning down the needs, the trade-offs and the reasons to use, or not to use supporting tools
Design Thinking is a secret ingredient of many successful organizations. Integrating DT with CEMMethod has produced remarkable results. In this deck we review the how with examples.
BPGroups CEMMethod has now evolved to version 10. Catch the latest additions and innovations. Qualifying in the use of CEMMethod is available at http://www.certifiedprocessprofessional.com and more general information via http://www.bpgroup.org
Business has changed. It isn't about new rules - it is about a new game. The Customer Experience is the Process and evolving Outside In is a pre requisite to success. It is Six Sigma on Steroids.
We have got to get scientific about the customer experience. CXRating.com is a new company intent on delivering that promise. Here we look at Customer Experience Mapping using the BP Groups ABACUS toolset.
Outside-In The Secret was published in early 2010. Now in its 5th revision this is the story of those companies apparent 'magic' and their tricks for achieving success. This key note was delivered at the iCMG's 6th Architecture World Conference in Bangalore.
The CEMMethod is widely used as the means to help organizations progress Outside In. This slideshow shares the most recent updates to this popular framework, with 38 techniques included to enhance your capabilities, individually and enterprise wide.
A terrific piece of work delivered at AMA ServSig Doctoral Consortium Taipei 2013 National Taiwan University, Taipei, Taiwan — July 3-4, 2013 by Lerzan Aksoy & Timothy Keiningham
Welcome to eResponse Recruitment - the only specialist recruitment agency dedicated specifically for candidates and employers within Worcestershire and South Birmingham community.
Our enthusiastic and experienced team have many years of experience matching candidates to their right role – and we have vast amounts of experience of working in the industries that we are recruiting in too.
Established in 2003, we operate from Redditch and Worcester, and we have made it our priority to know the local area just as well as we know our trade!
One Product, One Project, 2 PerspectivesMichal Vallo
In this presentation, we want to show how it looks like when consultant approaches organization, what he can found and what may happen. We will show on real example, how organization accepts consultant and works with its recommendations. This is a story described from two perspectives: how it is seen from the view of the consultant and how it is seen from the view of the customer, represented by Product Owner. There are aha moments, misunderstandings, surprises and also politics.
Keynote stop scaling... start growing an agile organization!Andrea Tomasini
Companies of all sizes need to grow their own agile way of working, becoming more agile is a journey, not a destination. Unfortunately, though, most of the time agile success is left in the hands of unlikely heroes, people who are passionate about agile, but likely lack the type of power and decision making required to move to the next level. Because becoming agile requires a radical mind-shift, it takes time, and time is what most organizations seem unwilling to invest. This is where our unlikely heroes come into play, pulling the “Agile Initiative” forward with their passion. Even more unfortunately, despite the great efforts of these individuals, the organization is not willing to wait, and instead, falls into the “implement that model” in a couple of months mindset. Does this work? Well, if it does, we still need to hear that it was fast and painless… On the other hand, more and more organizations are beginning to understand that becoming more agile is an individual journey, and has to be tightly coupled with the company business goals and culture, it can’t be standardized, or the company will likely lose their business advantage and uniqueness. In this keynote I am going to share stories about some of these companies, that having tried unsuccessfully to find more heroes, understood that becoming agile is a cultural shift that needs to be supported by the whole organization, and agreed to follow a growing approach rather than an implementing approach. Principles and tools which helped these organizations to grow their agility as well as stories of their journey will be shared as an example of how change can happen without heroic actions or old style “Change Initiatives”.
AvePoint - Managing the SharePoint Disruptiongarthluke
Managing the SharePoint Disruption. Ensuring your business gain exceeds your business pain.
In many organisations, SharePoint is a disruptive technology: it’s no longer business-as-usual for managers, for users, or for IT. SharePoint shines a spotlight on everything that’s good and bad about your company’s business processes, project management, change management, information management policies and IT service delivery.
This presentation will explore the lessons learned and common themes from thousands of organisations, large and small - from IT professionals, managers, developers, end users and CIOs around the globe. This comprehensive discussion will highlight the business, cultural and technical impact of SharePoint on an organisation - the business values and the “gotchas”. You’ll learn the steps you can take to plan for and implement SharePoint as a platform that will support a dynamic enterprise.
You will take away a framework within which to understand and communicate the role of SharePoint in your organisation, a punch list of issues to consider in your planning and deployment and an understanding of the business, technical, cultural and procedural components of a successful SharePoint implementation.
Stratum Consulting is a Business HR Consulting Firm that works with fast-growing organizations to implement Social HR Technologies, Business HR processes and Business metrics to scale sustainably and compete in global markets.
The entire focus is on majorly 2 aspects:
1. Improving Employee Productivity, Employee Efficiency which impacts the Topline and Bottomline of your Organization
2. Driving your organization culture where everyone contributes to profitability, customer delight and innovation
Our solutions are entirely Human Centered and our entire focus is how we work with your entire team to understand pain areas and work towards solutioning the root cause.
We action what we propagate and drive our activity to success. The entire aim is how we can work with your organization in a way where you (as Business Drivers) get to drive BD, Strategy and Finance and we manage the Operational issues that would be causing any issues.
Application Lifecycle Management and Agile, friends... or foes? (Andrea Toma...Andrea Tomasini
The whole idea of ALM stems from the need to manage in an integrated manner the relationship between business processes and engineering processes. Attempting to integrate practices, information and tools for disciplines such as Requirement Engineering, Project Management, Configuration Management has long been a driver, with the important goal of achieving more transparency, and also more control. Centralization of information into a single authoritative repository moved many original ALM initiatives, but how does that fit with more modern Agile approaches? Is it really possible to have Agile ALM? What would we keep of ALM and what of Agile? Are ALM and Agile friends... or foes? This keynote will offer an agile and pragmatic perspective to Application Lifecycle Management, pinning down the needs, the trade-offs and the reasons to use, or not to use supporting tools
Design Thinking is a secret ingredient of many successful organizations. Integrating DT with CEMMethod has produced remarkable results. In this deck we review the how with examples.
BPGroups CEMMethod has now evolved to version 10. Catch the latest additions and innovations. Qualifying in the use of CEMMethod is available at http://www.certifiedprocessprofessional.com and more general information via http://www.bpgroup.org
Business has changed. It isn't about new rules - it is about a new game. The Customer Experience is the Process and evolving Outside In is a pre requisite to success. It is Six Sigma on Steroids.
We have got to get scientific about the customer experience. CXRating.com is a new company intent on delivering that promise. Here we look at Customer Experience Mapping using the BP Groups ABACUS toolset.
Outside-In The Secret was published in early 2010. Now in its 5th revision this is the story of those companies apparent 'magic' and their tricks for achieving success. This key note was delivered at the iCMG's 6th Architecture World Conference in Bangalore.
The CEMMethod is widely used as the means to help organizations progress Outside In. This slideshow shares the most recent updates to this popular framework, with 38 techniques included to enhance your capabilities, individually and enterprise wide.
A terrific piece of work delivered at AMA ServSig Doctoral Consortium Taipei 2013 National Taiwan University, Taipei, Taiwan — July 3-4, 2013 by Lerzan Aksoy & Timothy Keiningham
We all believe in creating fantastic experiences grounded in customer needs. But let’s face it—not all companies or leaders start from the same place. Our job is not only to create great experiences, but also to transform the mindset of our partners and our skeptics. How can we apply design principles of collaboration and experimentation to organizational change? Learn to infuse design thinking into every level of an organization.
Presented at Delight 2016 by Evelyn Huang, Capital One
http://delight.us/conference
Customer Experience Management (CEM) is the at the forefront of business success today, however many organisations struggle to reconcile customer journey mapping and process management/excellence. The two apparently opposing views of the organisation create a breakdown in understanding how to deliver and consistently apply CEM to win the triple crown - lower costs, increase revenues and enhance service simultaneously.
CEM when applied correctly delivers the promise and provides a unified view of the organisation - from both the customer and the internal perspectives. You can see this in half a dozen slides, and share with colleagues who are passionate about deliver business success.
Business approaches to change can be complex and chaotic. Here however we take a different view - if there is one thing that could change everything what would that be? And yes there is! Review the short deck and gain access to a complimentary book, The Process Tactics Playbook (value $200 on Amazon).
Digitalisation is everywhere!
Your customers, your channels, your competitors become more and more digital. Your products, your insights, your employees and your operations become more and more digital. Companies can no longer imagine to do business without deep integration in the digital world.
Needless to say that both customer centricity and digitalisation will have a considerable impact on the way we conduct our business and as a consequence on the enterprise structures (process, applications, information, technology). We need to create value today and tomorrow.
In this AE foyer we shared our vision on the key elements of a digital enterprise architecture.
Presented by Doug Berg, Founder & Chief Innovation Officer, Jobs2Web, Inc. and Lou Adler, President, The Adler Group.
In this exciting webinar, Doug Berg of Jobs2Web and Lou Adler will show you what it takes to understand how top performers will think, act, and decide once the recovery gets some traction. Doug will show you how to pull all of your existing relationships – whether they’re in Outlook, your CTS, or some resume database – into a centralized and automated talent community using a centralized platform. This “talent community” provides employers with a direct and automated way to market opportunities to their own private supply chain of talent resulting in decreased recruiting costs and an increase in recruiter efficiency.
Here are some of the key topics you’ll learn in this action-packed session:
• Why the best are different than the rest
• The importance of targeted messaging
• Talent Hubs vs. Talent Communities
• The competitive advantage of the Jobs2Web platform
Presented by Anil Rathi at USC Marshall Grief Center for Entrepreneurial Leadership on November 1, 2012 in Los Angeles, CA for Corporate Entrepreneurship & Innovation class
Keynote Presentation by Steve Towers (steve.towers@bpgroup.org) featuring the latest research from the BPM and Process Excellence community.
Delivered in Sydney, Australia.
Introduction To Solution Marketing (Fall 2009)Steve Robins
Stop selling products. Start selling solutions to your customers' problems. This presentation will show you how.
Steve Robins has been helping software companies to transform into successful solution providers for over ten years. Learn more at http://www.SolutionMarketingStrategies.com.Read the Solution Marketing Blog:
http://www.SolutionMarketingBlog.com
Business Model Canvas Class is an introduction to using the canvas to explore, design and analyze your business without the overhead of writing a business plan.
The canvas can help new startups highlight and work through their assumptions in a focused manner.
This talk follows on our Wednesday talk on Think Like and Agilist/Lean Startup, but it does not require you to attend that course.
Customer Centricity has taken center stage for enterprises seeking to transform for the digitial age. Managing proactively Customer Experience wins the Triple Crown - Lower Costs, Higher Revenue and Enhanced Service concurrently.
Gutenberg gave the world the modern printing press and with it the resulting explosion of texts that could be distributed to everyone. The last decade has witnessed the same phenomena with the convergence of technologies. For instance the smart phone now enables communication and knowledge exchange by anyone anywhere. The impact is only just being felt, however it is transforming the planet. The Gutenberg Impact.
The PEX event discussed why BPM so often fails. This presentation reveals why that is so, and then demonstrates how, by following a well trodden path we can all get it right.
It is BPM Jim but not as we know it!
How can we keep improving our performance when the customer keeps demanding more?
For those seeking to move beyond same old same old this is one way forward.
BP Groups 18th Annual Conference featured tremendous presentations.
We looked at the latest in Process Excellence and this is Steve Towers contribution :-)
The CEMMethod ORCA toolkit is a Process Governance resource. Originally launched in 2004 now significantly updated to this version.
For more see www.cemmethod.com and www.oibpm.com
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
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Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
1. Outside In:
The Power of Putting Customers at
the Centre of Your Enterprise
Steve Towers
2. Outside In: The Power of Putting
Customers at the Centre of Your
Enterprise
• The Outside In approach – The customer is the center of your
enterprise. The new shift in business thinking and practice.
• Improving processes to deliver better customer experience and
breaking down the cultural barriers to better support customers.
• Challenges and opportunities of putting customers at the centre of
the enterprise.
• How to apply this new Outside In thinking in the public sector and
deliver world class service.
• How to realign the organizational culture to gain the Outside In
advantage.
• Best methods and approaches to begin the journey to Outside In
(before it is too late)
3. OUTSIDE IN
The Power of Putting the Customer
at the centre of your Enterprise
Steve.towers@bpgroup.org
Steve Join me on Linked In: http://bit.ly/LinkWithSteve
Towers
4. Led by Steve Towers
www.stevetowers.com
www.bpgroup.org
www.certifiedprocessprofessional.com
www.towersassociates.com
Originally
www.oibpm.com an Industr
Engineer ial
d on a lo
ng Operation worked in
I hav e worke many Systems
s, Marketi
ng &
sis with from the fr
term ba anies over the to the ‘C’ ont line
comp Level.
leading ade..
last dec oks..
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W ritten se O&M
ring a
Master H lified
ypnotist,
Systems Hypnothe
Ops Res NLP Prac rapist
e titioner an
Outside-I arch Reiki d Reiki
n Master.
NLP
Hyp nosis
5. www.bpcommunity.org
COMMUNITY
• Global – 70,000 Established
• LinkedIn – 9,700+ 1992
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• Accreditation
CPP Practitioner
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www.successfulcustomeroutcomes.net
12. Who is winning with outside in?
(and doing work in a very different
way)
zes
nd Si
ha pes a ors –
ent S ect
Differ industry s ate
–a ll riv
and p
p ublic
14. “If you're not serving “We need to get
“The the customer, you'd scientific about
customer is better be serving the Customer
someone who is.” Experience”
our reason Karl Albrecht
for being
here.”
UNDERSTAND WHO THE
CUSTOMER IS AND WHAT
THEY REALLY NEED
15. A customer is the
most important
visitor on our
premises.
He is not dependent
on us.
We are dependent on
him.
He is not an
interruption in our
work. He is the
purpose of it.
He is not an outsider
in our business.
He is part of it.
We are not doing him
a favour by serving
him.
He is doing us a
favour by giving us an
opportunity to do so.
Mahatma Gandhi
16. 1
DO YOU SEGMENT
CUSTOMERS AND MARKET
FROM THE INSIDE-OUT?
OR
OUTSIDE IN EVALUATION
DO YOU CATEGORISE
CUSTOMERS IN TERMS OF
NEEDS PRIMARY/SECONDARY
AND INTERNAL?
17. Customer Needs
Assessment (CNA)
Who is the
Customer
?
What is the
One line What is the
Customers
summary of the
Expectation?
NOC?
The Needs
of the
Customer
What is the
What are the Process the
SMART needs
Customer
of the
thinks they are
Customer?
involved with?
What do we do
that Impacts
Customer
Success?
30. We need to
Understand
The Real NEEDS
and not the wants of
the Customer
Once we have that
we can create
alignment to those
Needs (Successful
Customer
Outcomes)
33. If I had
asked
them
what they
wanted
they would
have said
faster
horses
Henry Ford
the Model T
34. 2
DO YOU CAPTURE WHAT THE
CUSTOMER SAYS THEY
WANT?
OR
OUTSIDE IN EVALUATION
DO YOU FIGURE OUT WHAT
THE CUSTOMER NEEDS EVEN
WHEN THEY DON’T KNOW IT
THEMSELVES?
35. OUTSIDE IN
Customer Centric processes
v Understanding who the customer is, and what do
they really need
v Understanding the customer experience.
v Identifying best and next practices in customer
centricity and Outside In.
v W inning the Triple Crown with Customer
Centricity – simultaneously growing revenues,
reducing costs and improving customer service
39. 3
DO YOU MANAGE PROCESS THROUGH
THE THINGS PEOPLE DO?
OR
OUTSIDE IN EVALUATION
DO YOU HARNESS AND CONTROL
PROCESSES BY UNDERSTANDING WHAT
CAUSES THEM (THE MOMENTS OF TRUTH)
HOW MANY MOMENTS OF TRUTH DO YOU
HAVE?
ARE THOSE MOT’S UNDER CONTROL?
40. 4
DO YOU MEASURE PROCESSES
BASED ON OUTPUTS AND ACTIVITY
TIME?
OR
OUTSIDE IN EVALUATION
DO YOU MEASURE PROCESS BASED
ON SUCCESSFUL CUSTOMER
OUTCOMES?
41. 5
DO YOUR PROCESSES START WITH
AN INTERNAL TRIGGER (PHONE
CALL, LETTER, REQUEST FOR
SOMETHING?)
OR
OUTSIDE IN EVALUATION
DO YOUR PROCESSES START AND
END WITH THE CUSTOMER NEED
AND FINISH WHEN THAT IS
DELIVERED?
42.
43.
44. The Virgin Galactic Customer Experience
I deserve
something
Motivation
special
Blog The Evangelise Inspire
Club
Video The VG Sign-Up
Launch Online
Reflect Inspire
VG
Astronauts
Space VG
Suit Online
Fitting
Experience Explore
Live
Feed
Handhold
Book
Training
FAQs
Preference Online
Medical Optimised
&
Exam Touch
Personalization
Welcome
VG Club
All All Share
All
Level Level Level
Access Access Access
45. 6
DO YOU ASSESS ORGANISATION
CAPABILITY BY SKILLS AND
COMPETENCE?
OR
OUTSIDE IN EVALUATION
DO YOU MEASURE SUCCESS BASED
ON THE DELIVERY OF SUCCESSFUL
OUTCOMES?
46. Within your ENTERPRISE OR YOUR CLIENTS ;-)
Outside-In Strategic Matrix (OI-SM)
Where does your What is the Successful
process Customer
start and finish? Outcome?
What are the Key What business are you
Moments (REALLY) in?
of Truth in this
Process?
47. OUTSIDE IN
Customer Centric processes
v Understanding who the customer is, and what do
they really need
v Understanding the customer experience.
v Identifying best and next practices in customer
centricity and Outside In.
v W inning the Triple Crown with Customer
Centricity – simultaneously growing revenues,
reducing costs and improving customer service
48. Who is winning with outside in?
(and doing work in a very different way)
zes
nd Si
ha pes a ors –
ent S ect
Differ industry s ate
–a ll riv
and p
p ublic
49. “Outside-in is
a powerful
idea”
Jack Welch
the ability to turn that
the ability to learn more learning into action
about our customers
51. www.bpgroup.org
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