THE QOE day 2
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This document discusses the concept of "Perpetual Experience" which aims to combine customer, employee, and digital experiences. It is authored by Carl Lyon and published by The QoE Group. The document is divided into several parts that discuss topics like disruption, responding to disruption, developing the methodology, and delivering on methodologies. It also includes sections on perpetual thinking, experience journeys, incubation hubs, and using the perpetual experience methodology for people experiences in digital work environments.
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JDA Innovation Forum: Seamless Omnichannel Campaigns Revenue Model
Conceiving a revenuel model to get ROI of a Seamless Omnchannel promotional/commercial campaign (integrateing Marketing and eMerchandising)
OmniChannel Retail
Retailers need to understand how to target customers in the right way and customers need retailers to understand them and offer them something at value all the time. OmniChannel retailing is the ultimate solution for retailer to connect with their customers and provide them with outstanding customized experience.
Join our Social Learning Network:
http://www.openthinking.ae
12 Big Trends Changing Retail Marketing Today
A keynote presentation on trends affecting the retail industry - delivered at the Shop.org Retailer Merchandising Summit in July 2012.
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JDA Innovation Forum: Seamless Omnichannel Campaigns Revenue Model
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Similar to THE QOE day 2
Presentation: The QoE (Introduction)
This document discusses the concept of "Perpetual Experience" which is defined as providing continuous, real-time customer experiences powered by information. It involves focusing on both customer and employee experiences. The document outlines several companies that The QoE Group has worked with and proposes the use of "Perpetual Thinking" sessions that bring groups together to stimulate sharing, learning, and innovation. It also discusses developing an "Incubation Hub" and "Experience Engine" to empower employees, understand customer needs, and innovate new solutions using artificial intelligence. The goal is to continuously gather experiences and knowledge to address issues, implement validated solutions, and improve future customer interactions.
Will Your Firm Thrive or Just Survive? The Critical Competency for Today’s Pr...
Today, the world of professional education, and accordingly the accounting profession, is migrating toward a competencies-based learning approach. But what are the most critical competencies for practitioners and firms to thrive in today’s ever changing, fast paced business environment?
Most of us wish we had the prowess for predicting future trends, but others have tried and true competencies in this area. Daniel Burrus is one of the world’s leading technology forecasters and innovation experts and the featured keynoter speaker at this year’s DCPA16. He is globally recognized for his exceptional 30+ year record of accurately predicting how technological, social, and business forces converge to create untapped opportunities.
Join CPA.com president and CEO, Erik Asgeirsson as he discusses the critical Anticipatory competency with Daniel Burrus, Horne LLP CEO Joey Havens and the CEO of the Maryland Association of CPAs, Tom Hood. This webinar will cover:
· The difference between hard trends and soft trends
· Why it is important to identify trend types
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Presentation: The QoE (Case Study)
This document contains 3 case studies related to digital experiences and customer service. It discusses projects with KCOM focused on digital culture and collaboration, a project with Vodafone to plan 24/7 digital assistance, and a current project with a UK plc to develop a new customer vision and strategy. Key insights involve the importance of real-world, real-time knowledge and contextual understanding to drive organizational change and improve customer experiences.
Will your firm thrive or just survive? Anticipation - The critical competency...
Will your firm thrive or just survive? Anticipation - The critical competency...Tom Hood, CPA,CITP,CGMA
Today, the world of professional education, and accordingly the accounting profession, is migrating toward a competencies-based learning approach. But what are the most critical competencies for practitioners and firms to thrive in today’s ever changing, fast paced business environment?
Research from the Business Learning Institute identified the Top 5 Competencies for CPAs, accounting and financial professionals as:
1. Strategic & Critical Thinking
2. Communication
3. Anticipating and serving evolving needs
4. Inspiring and motivating others
5. Collaboration and mobilizing consensus
In addition, research from CPA.COM shows that only 8% of CPAs are future ready. Future Ready is the Is the capacity to be ANTICIPATORY (aware, predictive and adaptive) of emerging technology and trends in business, demographics, and the social environment impacting your organization and industry.
Together this group of skills and competencies have been researched with a leading global futurist who has put together an innovative learning system, the Anticipatory Organization: Accounting and Finance Edition which is being used to transform firm cultures to build and enhance proactive business advisor skills.
Most of us wish we had the power to predict future trends, and would benefit by learning tactics to do so. Daniel Burrus is one of the world’s leading technology forecasters and innovation experts and the featured keynoter speaker at this year’s DCPA16. He is globally recognized for his exceptional 30+ year record of accurately predicting how technological, social, and business forces converge to create untapped opportunities.
Joey Havens, Executive Partner at Horne, LLP (A top 50 CPA Firm) discusses how he has used the Anticipatory Organization as a foundational learning system throughout his firm. He is requiring his whole firm of 400+ professionals to take this and running collaboration sessions by practice areas to create group learning and a shared language around anticipatory thinking that is being applied inside the firm and outside with clients.
This presentation is from the July 20th, 2016 webcast by CPA.COM. CPA.com President and CEO, Erik Asgeirsson as he discusses the critical Anticipatory competency with Daniel Burrus, HORNE LLP executive partner Joey Havens and the CEO of the Maryland Association of CPAs and the Business Learning Institute, Tom Hood.
For more information http://www.blionline.org/ao
You will learn:
Why anticipation is the critical competency for today's accounting and finance professionals
The difference between hard trends and soft trends
Why it is important to identify trend types
Use cases of how these skills are being used in the profession
How this learning system can be used as a foundational skill set to help CPAs and accounting professionals be more proactive business advisors.
Gastcollege Lean Startup Cedric Vandamme
1) The document provides biographical information about Cedric Vandamme, including his education, professional experience working for KPMG, and involvement in startups.
2) It discusses key principles of the lean startup methodology, including building minimum viable products to test ideas quickly through customer feedback, using metrics to guide product improvements through iterative development, and being prepared to pivot the business idea based on learning.
3) The lean startup process aims to shorten product development cycles through hypothesis-driven experimentation, iterative releases incorporating customer feedback, and validated learning from quantitative data and customer interactions.
Design2Disrupt Summit: Didier Bonnet - Leading Digital
The document discusses digital transformation and how leading companies are using digital technologies to transform their customer experiences, operations, and business models. It identifies four levels of digital mastery that companies can achieve, with "Digital Masters" having strong digital visions and generating measurable business value from digital initiatives. The document also outlines key aspects of digital transformation, including building customer experience, optimizing operations, and challenging existing business models.
Power Your PMO with the Adaptive Enterprise
Business is evolving. Today’s customer expects an instant response to their demands. Today’s executive expects the PMO to deliver with unprecedented speed and accuracy. The name of the game is adaptability – not predictability.
Annual planning and cumbersome project lifecycles are no longer enough to meet these challenges. A new mindset is needed – one that enables the PMO to constantly evaluate and innovate as opportunities emerge, adding business value beyond tasks and processes.
Join this webinar with internationally renowned Author, Keynote Speaker and Change Architect, Stephen Parry at Lloyd Parry International and Carina Hatfield CPA, Senior Product Manager at Planview, to explore:
How to create an adaptive PMO that flexes to the speed of change
How to build a PMO that is responsive to the business need
How to promote executive confidence, even in times of uncertainty
How to create budgets, plans and resource maps that deliver the strategy but respond to the reality
How to partner with the business and become an Enterprise PMO
Customer Segmentation
This document discusses customer segmentation and describes a customer needs-led segmentation approach. Traditional segmentation divides customers based on demographics but does not account for customer needs. The discussed approach identifies customer types based on their needs and priorities, defines successful customer outcomes, understands the customer lifecycle and preferred channels of engagement to develop new customer segments. Benefits of this approach include better customer insights, an aligned organization, efficient delivery, improved experience and increased revenue.
OswegO, The operational vision of customer relations.
“I know that every situation is unique and requires as much creativity in its conception as it does diligence in the implementation of the solution.”
Transforming Customer Experience: From Moments to Journeys
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
ANIn Mumbai Feb 2023 | Growing in the most Disruptive Environment by Vishal Maru
Agile Network India - Mumbai
Title: Growing in the most Disruptive Environment by Vishal Maru
Date: Feb 2023
Hosted by: Worldline
What is Experience strategy?
The changing nature of strategy requires new ways of thinking and doing. Experience strategy is a systemic and an active form of strategy that drives brand coherence and builds brand relevance through constantly seeking new knowledge and new meanings
Roost Overview Sep-16
Roost Consulting provides business change and transformation services for marketing, sales, and service teams. They help businesses become more customer-centric by creating and developing multi-skilled teams, providing technical capabilities to deliver business plans, and developing business models like freemium and subscription. Their services include demand generation, customer experience improvement, business change management, and customer engagement.
The Foundations of Business Agility - Shane Hastie - AgileNZ 2017
In the 21st century, organisations need to put the customer in the centre of our focus, shed outdated ways of thinking, embrace an Agile mindset, incorporate new ways of working and leverage the pace of change for competitive advantage.
About Shane Hastie:
Shane joined ICAgile in 2017 as the Director of Agile Learning Programs. He oversees the strategic direction and expansion of ICAgile’s learning programmes, including maintaining and extending ICAgile’s learning objectives, providing thought leadership and collaborating with industry experts, and supporting the larger ICAgile community which includes more than 90 member organisations and over 60,000 ICAgile certification holders.
Over the last 30+ years, Shane has been a practitioner and leader of developers, testers, trainers, project managers and business analysts, helping teams to deliver results that align with overall business objectives. Before joining ICAgile, he spent 15 years as a professional trainer, coach and consultant specialising in Agile practices, business analysis, project management, requirements, testing and methodologies for SoftEd in Australia, New Zealand and around the world.
He has worked with large and small organisations, from individual teams to large transformations all around the world. He draws on over 30 years of practical experience across all levels of Information Technology and software intensive product development.
Shane is a former director of the Agile Alliance and is the founding Chair of Agile Alliance New Zealand. He leads the Culture and Methods editorial team for InfoQ.com.
Ahc overview 08.09.14 v2
AHC is a market-leading pension communications consultancy established in 1996. They are passionate about using strategic and innovative approaches to deliver easily understandable communications to help people take control of their financial futures through pension planning. They achieve this through focus groups, research-based strategies, and measuring campaign outcomes such as increasing pension plan participation rates. AHC works with major corporate clients internationally to design multi-channel communications solutions that motivate behavior change.
PhilGaringL&D2016Keynote
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Leveraging and assimilating new/disruptive technologies in order to deliver value
Measuring and demonstrating the impact of these initiatives for the business
Around the World in 80 Careers Websites
Research shows that careers websites are the most valuable channel for candidates when they are learning about an employer, yet these sites remain notoriously undervalued by companies. This is the candidate’s shop window into your organization – pivotal to that ultimate decision to apply – and only a consumer-grade experience will satisfy candidates’ expectations and differentiate you from competitors.
Cielo recently conducted an audit of the current careers website landscape to see what is out there, along with what works and what doesn’t. This deck will present those findings and share insights and examples you can use to review and refresh your own careers website.
De Wijs Case: van HR naar CNO
Op 21/3 gaf ik een gastcollege aan de postgraduaat studenten van de richting HR van de Artevelde Hogeschool in Gent. In deze presentatie krijg je een blik achter de schermen van HR bij Wijs. Voor vragen of bijkomende info kan je altijd contact opnemen met ilse.jansoone@wijs.be.
ISS Business Forum - How to create better workplaces
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Client experience Workshop for Accounting Firms
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Will Your Firm Thrive or Just Survive? The Critical Competency for Today’s Pr...
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Design2Disrupt Summit: Didier Bonnet - Leading Digital
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ISS Business Forum - How to create better workplaces
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More from Christina Azzam
Presentation: TEVA
This document discusses building digital customer journeys with care. It provides an overview of different approaches to understand customers such as open listening, netnographic research, digital landscape analysis, and customer panels. The goals are to understand customer emotions, language, events, best times for content, and moments. Outputs include engagement metrics, audience insights, and content analytics. It also discusses using data from wearables and connected devices to better monitor and predict health conditions. The overall message is that to build effective customer solutions, companies need to care about customers, find new ways to collect helpful data, and think about their journeys beyond direct interactions.
Presentation: The wirter
This document discusses the results of implementing a new communication style at a company's executive complaints team. The new style focused on being consistent, distinctive, empathetic, and efficient. According to a team manager, the new style has led to quicker email responses from the team and less aggressive customer responses. The general manager reported complaints were reduced from 28% to less than 20%. The document suggests the new communication style was the main factor in reducing repeat complaints.
Presentation: Sparkcentral
The presentation discusses how companies can deliver effortless customer experiences through messaging. It notes that messaging will overtake phone and email as the main customer service channel by 2020. The presentation recommends that companies: 1) engage customers on social media platforms like Facebook and Twitter, 2) build a 360-degree view of customers by linking identities across channels, 3) scale messaging capabilities using machine learning and chatbots to handle growing message volumes, 4) prioritize messaging by facilitating transactions through messaging apps, and 5) deliver proactive, personalized service through customer intelligence and automation.
Presentation: Progress
The document discusses improving customer experience through digital transformation. It notes that customers now engage through multiple channels and marketers lack centralized data and tools. A survey found that improving customer experience is the top priority, but organizations face barriers like lack of strategy and digital skills. The document proposes focusing digital transformation initially on optimizing customer engagement across omnichannels using solutions that can build mobile apps, websites, and leverage data and analytics.
Presentation: Philips
This document discusses the importance of experimentation in moving ideas to business. It argues that as humans, we tend to overestimate success and inflate impacts, so experimentation helps overcome these biases. Validated learning through experimentation measures effects to inform decisions. Experiments should test falsifiable hypotheses and focus on speed to facilitate faster learning. Different testing methods are outlined from paper prototypes to A/B testing digital versions. Key principles for effective experimentation include making tests simple, close to reality, prioritized, and statistically significant to either validate hypotheses or identify needed pivots.
Presentation: Nestlé
The document discusses how digital is changing the customer experience and marketing framework. It notes that reviews and word-of-mouth are increasingly influencing consumer trust. The wearable device market is expected to grow significantly by 2018. Digital experiences that are simpler are more likely to earn consumer recommendations. The lines between marketing, commerce, and customer service are blurring. Customers now engage on their own terms across various platforms and devices.
Presentation: Insites consulting + TUI
The document discusses moving from a focus on touchpoints and consumer centricity to being more human-centered and rooted in understanding consumer needs and brand purpose. It advocates thinking again about how to deeply embed a new consumer-centric vision throughout the organization to guide strategy, product development, and actions. Consumer stories and needs would become key performance indicators, driving customer satisfaction and loyalty more than touchpoint satisfaction alone.
Presentation: Ice mobile
This document discusses using small data to understand customer motivations and create relevant experiences. It advocates segmenting customers based on motivation rather than behavior and mapping their holistic journey to identify opportunities. An example experience map is provided for a loyalty program customer segmented as "Realistic Rose" who aspires to rewards but fears disappointment. Push notifications timed to her journey increased app usage and program engagement. The conclusion emphasizes that technology powering experiences must work consistently everywhere and engagement timing is important.
Presentation: Dvj Insights
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Presentation: DHL
This document discusses digital marketing strategies in the current attention economy. It begins by introducing the author and their perspective from both a large corporate and startup viewpoint. It then examines conventional marketing methods like push campaigns and pull strategies. It notes that customer acquisition has become more scientific with techniques like timing emails. However, it says customer retention is also important. The document then questions how noisy the digital environment has become, noting the immense amount of channels and culture of attention deficit. It introduces the concept of the attention economy where human attention is scarce. It suggests curating customer journeys rather than just distribution. The document ends by saying truly great content can still succeed regardless and provides an example viral campaign case study.
Presentation: ABN AMRO
1) The document discusses unleashing digital customer experience through social media and virtual technologies.
2) It talks about how customer needs are changing and the importance of building trust and relationships through social media content.
3) Various social media tactics and a see-think-do model for campaigns are presented, with a focus on measuring success through return on relationships rather than just numbers.
Rob Winters - Travelbird
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Yahoo
Data from a variety of online and offline sources is used to target ads through real-time bidding (RTB). This data informs the bids buyers submit for each ad impression. More detailed data on users leads to higher bids. However, concerns remain about issues like viewability, fraud, and the large cut of spending that bypass publishers. Overall, while data targeting aims to improve efficiency and relevance, the complex RTB ecosystem still faces challenges around transparency, pricing, and metrics.
TLabs - deutsche telekom
This document discusses privacy enhancing technologies and how to become a responsible data handler. It outlines the 7 principles of "Privacy by Design" which aim to embed privacy into system design from the start. Examples are given of how these principles can be applied, such as having a privacy expert on the design team, making privacy the default setting, and ensuring transparency. Benefits discussed include increased customer trust, profits, and insights. Trends in privacy research like differential privacy and artificial data are also mentioned. The overall message is that privacy should be seen as an opportunity rather than a hindrance.
Skim
This document introduces new mobile research techniques from SKIM to gain insights into consumer decision making and behavior. It discusses how traditional rational-focused methods are insufficient for today's mobile world and the importance of understanding both rational and emotional drivers. SKIM's new mobile technologies leverage gamification, intuitive swiping exercises, and open-ended explanations to model decisions, understand brand perceptions, and screen products and ideas in a more engaging mobile-native format. A case study example shows how the techniques can be used to evaluate which advertisements are most effective at attracting and converting consumers.
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Gokila digital marketing| consultant| Coimbatore
Myself Gokila digital marketing consultant located in Coimbatore other various types of digital marketing services such as SEM
SEO SMO SMM CAMPAIGNS content writing web design for all your business needs with affordable cost
Digital Marketing Services | Techvolt Software :
Digital Marketing is a latest method of Marketing techniques widely used across the Globe. Digital Marketing is an online marketing technique and methods used for all products and services through Search Engine and Social media advertisements. Previously the marketing techniques were used without using the internet via direct and indirect marketing strategies such as advertising through Telemarketing,Newspapers,Televisions,Posters etc.
List of Services offered in Digital Marketing |Techvolt Software :
Techvolt Software offers best Digital Marketing services for promoting your products and services through online platform on the below methods of Digital marketing
1. Search Engine Optimization (SEO)
2. Search Engine Marketing (SEM)
3. Social Media Optimization (SMO)
4. Social Media Marketing (SMM)
5. Campaigns
Importance | Need of Digital Marketing (Online Promotions) :
1. Quick Promotions through Online
2. Generation of More leads and Business Enquiries via Search Engine and Social Media Platform
3. Latest Technology development vs Business promotions
4. Creation of Social Branding
5. Promotion with less investment
Benefits Digital Marketing Services at Techvolt software :
1. Services offered with Affordable cost
2. Free Content writing
3. Free Dynamic Website design*
4. Best combo offers on website Hosting,design along with digital marketing services
5. Assured Lead Generation through Search Engine and Social Media
6. Online Maintenance Support
Free Website + Digital Marketing Services
Techvolt Software offers Free website design for all customer and clients who is availing the digital marketing services for a minimum period of 6 months.
With Regards
Gokila digital marketer
Coimbatore
Future-Proof Like Beyoncé - Syncing Email and Social Media for Iconic Brand L...
Future-Proof Like Beyoncé - Syncing Email and Social Media for Iconic Brand L...DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
In this dynamic session titled "Future-Proof Like Beyoncé: Syncing Email and Social Media for Iconic Brand Longevity," Carlos Gil, U.S. Brand Evangelist for GetResponse, unveils how to safeguard and elevate your digital marketing strategy. Explore how integrating email marketing with social media can not only increase your brand's reach but also secure its future in the ever-changing digital landscape. Carlos will share invaluable insights on developing a robust email list, leveraging data integration for targeted campaigns, and implementing AI tools to enhance cross-platform engagement. Attendees will learn how to maintain a consistent brand voice across all channels and adapt to platform changes proactively. This session is essential for marketers aiming to diversify their online presence and minimize dependence on any single platform. Join Carlos to discover how to turn social media followers into loyal email subscribers and ultimately, drive sustainable growth and revenue for your brand. By harnessing the best practices and innovative strategies discussed, you will be equipped to navigate the challenges of the digital age, ensuring your brand remains relevant and resonant with your audience, no matter the platform. Don’t miss this opportunity to transform your approach and achieve iconic brand longevity akin to Beyoncé's enduring influence in the entertainment industry.
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Key Takeaways:
>> Strategic Selection and Integration: Understand how to select AI tools that align with your business goals and how to conceptually integrate them into your workflows to enhance efficiency and innovation.
>> Understanding AI Tool Categories: Gain a deeper understanding of how AI tools can be leveraged in the areas of ideation, creation, and operation—transforming each aspect of your business.
>> Practical Starting Points: Learn how you can start using these tools in your business with practical tips on initial steps and integration ideas.
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Crafting Seamless B2B Customer Journeys - Strategies for Exceptional Experien...DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
Customer Experience is not only for B2C and big box brands. Embark on a transformative journey into the realm of B2B customer experience with our masterclass. In this dynamic session, we'll delve into the intricacies of designing and implementing seamless customer journeys that leave a lasting impression. Explore proven strategies and best practices tailored specifically for the B2B landscape, learning how to navigate complex decision-making processes and cultivate meaningful relationships with clients. From initial engagement to post-sale support, discover how to optimize every touchpoint to deliver exceptional experiences that drive loyalty and revenue growth. Join us and unlock the keys to unparalleled success in the B2B arena.
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1. Identify your customer journey and growth areas
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Key Takeaways:
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In this humorous and data-heavy session, join us in a joyous celebration of life honoring the long list of SEO tactics and concepts we lost this year. Remember fondly the beautiful time you shared with defunct ideas like link building, keyword cannibalization, search volume as a value indicator, and even our most cherished of friends: the funnel. Make peace with their loss as you embrace a new paradigm for organic content: Pillar-Based Marketing. Along the way, discover that the results that old SEO and all its trappings brought you weren’t really very good at all, actually.
In this respectful and life-affirming service—erm, session—join Ryan Brock (Chief Solution Officer at DemandJump and author of Pillar-Based Marketing: A Data-Driven Methodology for SEO and Content that Actually Works) and leave with:
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Key Takeaways:
1. Effective techniques to increase your brand's visibility across various online platforms.
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THE QOE day 2
- 1. © The QoE Limited 2017 PERPETUAL EXPERIENCE™ CARL LYON CHAIRMAN OF THE QOE GROUP AND AUTHOR OF PERPETUAL EXPERIENCE™ PERPETUAL EXPERIENCE™ UNLEASHING OMNICHANNEL SUCCESS Amsterdam March 2017
- 2. © The QoE Limited 2017 DEVELOPING A METHODOLOGY TO COMBINE CUSTOMER, PEOPLE AND DIGITAL EXPERIENCE TO PRODUCE PERPETUAL EXPERIENCE™
- 3. © The QoE Limited 2017 Part 1 Disruption Disruptive innovation The digital landscape Many voices I'm an individual Part 2 Responding to disruption Moving towards perpetual experience Us, not them Exerting influence Building authenticity Making it happen Summary AMAZON £14.95 CODE EVOLVING PUBLISHING THE BOOK PERPETUAL EXPERIENCE™
- 4. © The QoE Limited 2017 • Perpetual Thinking • People Experience Journeys • Incubation Hubs • Experience Engine Explore Incubate Needs Innovate Motivate Analyse Experienc e Collabora te ARTIFICIAL INTELLIGENCE DELIVERING ON THE METHODOLOGIES PERPETUAL EXPERIENCE™
- 5. © The QoE Limited 2017 PERPETUAL EXPERIENCE™ Envisioning Formulation of a working hypothesis PERPETUAL THINKING AND EXPERIENCE JOURNEYS DEPLOYMENT Exploratory Exploratory Exploratory Leadership exploration Origination Group Background investigation Final vision and strategy documentation completed People experience journey validates hypothesis Validation BUILDING ACROSS COMPANY SOLUTIONS AND CONSISTENCY
- 6. © The QoE Limited 2017 USING PERPETUAL EXPERIENCE™ METHODOLOGY PEOPLE EXPERIENCE IN THE DIGITAL WORKING ENVIRONMENT BEST PRACTISE You would be welcome to join us and share the output
- 7. © The QoE Limited 2017 Attract • EVP Guidelines – to include frontline • EVP comms • Candidate experience • Connection to brand • Real excitement Recruit • Selection • New skills/ deep dive • Role profile • Research to include behaviours, standard, consistent OE • Candidate experience • Capability of those recruiting Onboarding/Induction • Minimum standards • Best practices/key themes • Digital journey • Engagement • Wow is in the how L&D & Progression • Career path – linear and horizontal • Apprentice programme alignment • Developing capability around behaviours and skills (content & tools) Empower and Engagement • Employee Survey evolution • Frontline Empowerment Performance & Reward • Variable pay evolution • Base salary • Intangible benefits (Flexible conditions, women, employee benefits) SCOPE Outcomes • Migration efficiency • Performance KPIs • Sales through service
- 8. © The QoE Limited 2017 YESTERDAYS KEY THEMES • Managing change • Overcoming silos • Customer expectations • Over coming mindset • Finding a new way of working • Conversations and relationships • The move to ease or effort scoring • Building a mandate for change with constant rewards • Recruiting the right people • Improving core competence • ROI – cost reduction- increase CX or increased sales • Initiating a test and learn and fail fast culture • The start up mindset
- 9. © The QoE Limited 2017 ISSUES THAT DIDN’T BUT POSSIBLY SHOULD BE DISCUSSED • AI / machine learning bots • Data driven decision making • Trust • Multi channel relationship with self service • Digital transformation for those who deliver I • Is the digital moving faster than large organisations are able to • Real time, real world data • Does training and education need to change • The gigging economy