Exploration is the name of the game, with this engaging presentation opening the door to the human side that PMOs often forget to focus on—introducing concepts from other industries that are part and parcel of the Wellingtone PMO Academy, such as Customer Experience Management to get you back to your PMO inspired with a new mindset, and unique vision, and an updated journey to take you farther into the PMO galaxy. This was presented by Emma-Ruth Arnaz-Pemberton, Director of Consulting Services from Wellingtone at FuturePMO, on the 26th of October. FuturePMO is a 1-day PMO event for practitioners at all levels. The conference brings extraordinary speakers from across industries to challenge your PMO and PPM thinking, helping you work smarter. The next one takes place on the 3rd of October 2024 in London. To learn more and book on to the next conference, visit www.FuturePMO.com LinkedIn - https://www.linkedin.com/showcase/11120292 Twitter - https://twitter.com/FuturePMO Facebook - https://www.facebook.com/futurepmoevent/ YouTube - https://www.youtube.com/channel/UCHi8w5ACqsloXxBEA9t9pfA

1. @FuturePMO #PMOFrontier
The Humans & PMO
Emma-Ruth Arnaz-Pemberton
Wellingtone

2. @FuturePMO #PMOFrontier
Emma-Ruth Arnaz-Pemberton
@PMONinjas

3. @FuturePMO #PMOFrontier
In a short time you will…
Understand how
it can help your
PMO
Learn how to
bring some of
the CEM
principles to life
Uncover the
PMO as a Service
Provider
Discover what
Customer
Experience
Management is

4. @FuturePMO #PMOFrontier
Uncover: PMO Value Headaches

5. @FuturePMO #PMOFrontier
Uncover: The PMO as a Service Provider
 Define the functions
 Create a service catalogue
 Design your roadmap
 Identify your Customers
 Communicate services
What each service is
The benefits of using it
The value to the Business

6. @FuturePMO #PMOFrontier
PMO Customers
Consumers of services
 Delivery Managers
 Delivery Teams
 Leadership
 The Business
Anyone else?

7. @FuturePMO #PMOFrontier
Discover: Customer Experience Management
The quality of internal services ultimately has a direct impact on the experience of external customers
– McKinsey
a system of marketing strategiesand technologiesthat focuson customer engagement, satisfaction, and experience
Customer-first
culture
Cut waste
Seamless
experience
“If you want your front-end employees to be very good at
the relationship with their clients, then the core of the
company, the support functions in particular, also have to
be very good”
Françoise Mercadal-Delasalles, group head of corporate resources and
innovation at the French bank Société Générale,

8. @FuturePMO #PMOFrontier
Discover: CEM Principles
Accuracy
Clarity
Speed Transparency
Accessibility
Friendliness
Efficiency

9. @FuturePMO #PMOFrontier
Understand: CEM in the PMO Context
You are a
service provider
Understand
your Customer
base
Identify the
external
influences
Get a Sponsor
Find out what
the Customer
needs
Highlight the
deficiencies
You need an
engagement
strategy
Build strong
links
Know the
Customer
journey

10. @FuturePMO #PMOFrontier
Understand: How CEM can help your PMO
During the PMO Practitioner course we discuss the reasons why PMOs fail
Role Specific Expectations
Embedding of Services
Focus on Root Causes
Wrong Type of PMO

11. @FuturePMO #PMOFrontier
Learn: Principles into Practice
A customer journey map is a diagram (or several) that depict the stages customers go through when interacting
(with another entity)
The Customer Journey Map
Loyalty
Service
Decision
Consideration
Awareness
CEM Stage
Consume more
services
Receive service,
guidance, and
Support
Identify a service
needed at this time
and engage
Conduct research,
speak to the team,
and other Customers
View intranet, attend
town hall, overhear
conversation
Actions
Word of mouth, F2F
meetings,
workshops
F2F meeting, MS
Teams, document
repository,
workshops, training
F2F meeting, MS
Teams, document
repository
MS Teams (or other
collaboration
software), intranet,
word of mouth
Intranet, word of
mouth
Touchpoints
Experience
Number of referrals
Service performance
metrics, feedback
Conversion from
consideration
Number of contact
points
Subscribers to the
intranet news
KPIs
Positive reviews,
social media shares
Increase satisfaction
levels, minimise wait
Decrease submarine
projects
Increase
engagement
Increase awareness,
interest
Goals

12. @FuturePMO #PMOFrontier
Learn: PMO Principles
Building your mission around the PMO principles is a powerful way to lead a PMO, drive it forward,
and even focus on what really matters when things get tough or unclear
Back to basics
Instrument of Integration
Single Source of Truth
Serving the Customer
Enabling Capability
Supporting a Learning Organisation
https://www.futurepmo.com/b
ack-to-start-pmo-principles/
Bring different Customers together
Supporting the same
message/language
Putting the Customer Experience front
and center
Identifying what they need to know to
succeed
Bringing together experiences to
improve

13. @FuturePMO #PMOFrontier
#HumanFirst

14. @FuturePMO #PMOFrontier
Thank You
 Customers are the key to survival
 Identify the journey
 Create maps
 Take a #HumanFirst look at your PMO
Emma-Ruth Arnaz-Pemberton
emma.arnaz-Pemberton@wellingtone.co.uk
www.pmoninjas.com
www.linkedin.com/pmoninjas