This document discusses transforming libraries through innovative customer service. It outlines steps libraries can take to move from transactional to transformational customer service, including reexamining strategic plans, gathering customer needs, building collaborative teams, streamlining processes, and integrating technology and data. The goal is to personalize services, improve communication across channels, focus on the total customer experience, and cultivate a culture of customer service.
This document provides an overview of virtual agents and their role in customer service. It begins with an introduction to virtual agents and their benefits, such as being available 24/7 and at a lower cost than human agents. It then discusses trends driving interest in virtual agents and why they are useful now. The document outlines best practices for implementing virtual agents and integrating them with live agent channels. It provides an example case study of a telco provider that improved customer satisfaction using a virtual agent and seamless transition to live chat.
Webinar: Insider's Guide To The Ultimate Customer Service ExperienceMoxie
This document summarizes a presentation about enhancing customer experience through social collaboration. It discusses how social collaboration can help companies facilitate knowledge sharing, gain real-time customer service insights, create ad-hoc teams to resolve issues, and optimize knowledge sharing. The benefits of social collaboration for customer service are highlighted as enhanced response quality, faster response times, an improved customer experience, and accelerating innovation.
100 page no-nonsense guide on scaling CX. Straightforward content to help you cultivate your customer-centric advantage and continue to win.
To scale CX you have to keep customers at the heart of everything you do. It's time to step on the gas and scale the CX systems you have in place.
Check out our latest whitepaper below, which includes:
✅ How to scale customer research & insight analysis
✅ How to democratise CX insights and Research
✅ How to build a lasting customer-centric culture
Read here: https://hubs.ly/H0sZDVl0
The NCC-UPN Fund promotes strategic “need-based” business plans that connects with investors, financial institutions and corporate sponsors, individual donors, and business owners for raising capital to support the Foundation’s philanthropic community giving priorities.
Delivering superior customer service every day requires not only a student-centric culture but strong business processes and continuous improvement practices to be effective. Learn how Wayne State leverages ERP data while we listen to customers, provide prompt responses and solve problems to improve the student experience.
Technology is now making effective and direct public communication more efficient than ever, but as you plan your communications strategy, don’t forget about internal communication. To achieve results, it is crucial that the public sector helps employees understand how their work influences the success of the organization.
In this presentation, we’ll go through 5 ideas for improving internal communications and boosting engagement.
Growing Loyalty Beyond Traditional Reward ProgramsThoughtworks
Whether you’re a retailer, a bank, or a travel business, everyone is looking for ways to create a deeper sense of connection with customers and gain their loyalty.
Somewhere through history we lost our way. Instead of building real loyalty, we became trapped by reward programs founded on the exchange of tokens for transactions. We’ve invested significant time, money, and energy in programs that are increasingly homogeneous and non-differentiating in the eyes of consumers.
In this presentation Dianne Inniss, a retail customer experience and strategy leader, provides practical advice for how to move brands towards a differentiated future built on real customer loyalty.
This document provides an overview of virtual agents and their role in customer service. It begins with an introduction to virtual agents and their benefits, such as being available 24/7 and at a lower cost than human agents. It then discusses trends driving interest in virtual agents and why they are useful now. The document outlines best practices for implementing virtual agents and integrating them with live agent channels. It provides an example case study of a telco provider that improved customer satisfaction using a virtual agent and seamless transition to live chat.
Webinar: Insider's Guide To The Ultimate Customer Service ExperienceMoxie
This document summarizes a presentation about enhancing customer experience through social collaboration. It discusses how social collaboration can help companies facilitate knowledge sharing, gain real-time customer service insights, create ad-hoc teams to resolve issues, and optimize knowledge sharing. The benefits of social collaboration for customer service are highlighted as enhanced response quality, faster response times, an improved customer experience, and accelerating innovation.
100 page no-nonsense guide on scaling CX. Straightforward content to help you cultivate your customer-centric advantage and continue to win.
To scale CX you have to keep customers at the heart of everything you do. It's time to step on the gas and scale the CX systems you have in place.
Check out our latest whitepaper below, which includes:
✅ How to scale customer research & insight analysis
✅ How to democratise CX insights and Research
✅ How to build a lasting customer-centric culture
Read here: https://hubs.ly/H0sZDVl0
The NCC-UPN Fund promotes strategic “need-based” business plans that connects with investors, financial institutions and corporate sponsors, individual donors, and business owners for raising capital to support the Foundation’s philanthropic community giving priorities.
Delivering superior customer service every day requires not only a student-centric culture but strong business processes and continuous improvement practices to be effective. Learn how Wayne State leverages ERP data while we listen to customers, provide prompt responses and solve problems to improve the student experience.
Technology is now making effective and direct public communication more efficient than ever, but as you plan your communications strategy, don’t forget about internal communication. To achieve results, it is crucial that the public sector helps employees understand how their work influences the success of the organization.
In this presentation, we’ll go through 5 ideas for improving internal communications and boosting engagement.
Growing Loyalty Beyond Traditional Reward ProgramsThoughtworks
Whether you’re a retailer, a bank, or a travel business, everyone is looking for ways to create a deeper sense of connection with customers and gain their loyalty.
Somewhere through history we lost our way. Instead of building real loyalty, we became trapped by reward programs founded on the exchange of tokens for transactions. We’ve invested significant time, money, and energy in programs that are increasingly homogeneous and non-differentiating in the eyes of consumers.
In this presentation Dianne Inniss, a retail customer experience and strategy leader, provides practical advice for how to move brands towards a differentiated future built on real customer loyalty.
#FIRMday Birmingham 19th June 2019 - Capp: Strengths-based Assessment Emma Mirrington
Join Farrah Beveridge, RSM UK to hear how adopting a strengths-based approach to assessment & selection can benefit both candidates and employers. It is increasingly evident that some of the more traditional assessment approaches can sometimes provide insufficient insight into the applicants suitability for the role and often deliver an uninspiring experience for both the employer and the candidate.
In this session, Capp will share some of the benefits of leveraging a strengths-based assessment model and making use of the latest talent technology:
• How to enable companies to discover and measure what matters most
• How to provide applicants with an authentic insight into the role and working environment
• How to identify candidates who will not just be able to do the job, but will love doing it
• How to empower candidates at any stage of their career and the organisations they work for to really thrive
Andy Wong has over 5 years of experience in marketing, business administration, and volunteer leadership. He held roles as Account Manager at AdParlor Inc where he optimized Facebook ad campaigns. Wong also founded and led several volunteer organizations including UTSC Fighting for Hope Club and Power Unit Youth Organization's E3 Challenge. He holds a Bachelor's degree in Business Administration from University of Toronto Scarborough.
Strengthen Internal Communication @ your OrganisationBasudev Saha
The document discusses effective internal communication strategies for organizations. It recommends using multiple visual communication channels like existing televisions, tablets, and mobiles to broadcast important messages creatively through videos, images, and interactive content. Specific strategies include launching new product campaigns, communicating company achievements, driving employee engagement through recognition programs, making the workplace secure by publishing safety information, and promoting an open communication culture through social networking and feedback. The document then introduces a cloud-based internal communication solution that allows organizations to easily create and manage targeted visual messages across different office locations through a centralized platform.
All You Need to Know About Customer Journey MappingRealtimeBoard
A simple guide to customer journey mapping. It covers the basic definition of the journey, step-by-step mapping process, common mistakes, and related templates.
Bonus: click on the link to get a free demo board with online templates https://realtimeboard.com/app/board/o9J_k0oPqnw=/
Original article: https://realtimeboard.com/blog/customer-journey/
Journey mapping tool: https://realtimeboard.com
CX Summit 2020 Keynote: Drive CX to the top of your organisations agenda with...Catherine Hills
How can I make thishappen in my org?
Information covered:
* COVID and e-commerce case study - is e-commerce saving lives?
* Product development, service delivery and go to market
* Customer services and support
* Technology delivery and enablement
* Employee experience and org culture
* Ethics and governance
* Inclusion and diversity
The document discusses best practices for using social media to maximize impact, including lessons from UNICEF and charity: water on using social media for marketing, fundraising, and measuring social impact. It provides examples of how UNICEF uses social media monitoring as a research methodology to understand perceptions in real-time and engage with millions of users. The presentation also outlines challenges like developing compelling content and linking social media efforts to business results.
Changing Times: Connecting Your Diverse WorkforceBonfyre
Communications has been at the center of attention for businesses over the last several years, and for good reason. Good internal communications is critical to helping employees feel informed, valued, and therefore more engaged. Rob Seay’s presentation will explore how company culture, human relationships at work, and enterprise internal communications intersect.
Originally presented by Rob Seay, Director of Employee Experience, Bonfyre at the Lewis & Clark SHRM Meeting 2018.
Webtrends Optimize helps companies optimize their online revenue through segmentation, testing, and targeting. It provides an unparalleled optimization platform and full-service solution with built-in expertise. Webtrends aims to expand its capabilities to optimize anything anywhere through standard integrations and APIs, and deliver more consumer-driven relevance through behavioral scoring and full session scoring. The presentation emphasizes that optimization requires expertise, all digital touchpoints should be optimized, and consumers determine relevance.
Delivering an Enterprise Social Network in the banking sectorSharon O'Dea
Presentation to the Corporate Communications in Banking Conference (September 2015), where I presented a case study from rolling out an ESN, called The Bridge, at Standard Chartered.
DISCLAIMER: This is NOT my content. You can see owner of content in deck.
A great overview of how machine learning is already impacting business and cX. So much more to come!
This document discusses exploring social media and information sharing opportunities for businesses. It outlines the key benefits of social media both externally to create engagement and internally to improve communication. It proposes testing social media tools internally on the intranet and collecting feedback. The conclusion is that social media presents opportunities for innovation if a clear business case is made and learning happens across the organization.
Seven Peaks Speaks: Accessibility for iOS, Android and WebSeven Peaks Speaks
Accessibility for iOS, Android and Web
In 2018 there were 2020 lawsuits filed, that increased in 2019 and is set to keep increasing as companies struggle to become compliant and realize the benefit of being inclusive to all.
One particular lawsuit revitalised the accessibility community as Dominos was successfully sued by a blind mind who could not place a simple order on their website.
So it is time for change, but how?
Carl has been part of the WaSP Accessibility Task Force since 2006 and worked as one of the main consultants for the United Nations for implementing accessibility standards in their main ESCAP websites.
What will I get out of this talk?
Carl will go over the processes you can easily follow to make your apps and websites fully accessible. With a few tools, some common sense and a little inside knowledge you can build better and more accessibility apps for both IOS and Android and the web.
Internal Communication Ideas - 10 Simple Secrets to Totally Rock Your Interna...Axero Solutions
A good internal communication strategy makes good business sense.
If your employees are communicating effectively, you’ll have a highly-committed and well-performing workforce. Effective communication also creates a can-do culture and leads to a learning organization.
If you want to totally rock how your management team and employees communicate, here are 10 internal communication ideas to get you started.
We’ve come up with a list of common business communication questions and how their solutions will fit into your internal communication strategy.
Filament - Power your Internal CommunicationsFilament
We are a firm offering services in the space of internal communication and workplace branding. Learn more about us by visiting www.filament.co.in or viewing the presentation.
10 Ways to Improve Internal CommunicationWeekdone.com
10 ways to improve internal communication. Practical tips to increase employee engagement, improve company competitiveness and build stronger teams. Presented by Weekdone (https://weekdone.com/) internal communication tool for leaders and managers. Try it for free in your team.
The document summarizes a knowledge sharing toolkit developed for a large sales organization. The toolkit includes an online document library called the iStore containing over 3,300 entries across multiple products and solutions. It also includes a weekly newsletter and audio/web conference bites to disseminate knowledge to different audiences. Contributors are held accountable for keeping content up to date through reviews. Feedback is gathered from audiences to further improve the toolkit.
Managing risk and compliance on enterprise social networksSharon O'Dea
This document discusses the implementation of an enterprise social collaboration project at a large bank. It cost $667 million and replaced an outdated intranet. The project aims to integrate social collaboration across multiple tools like Jive, SharePoint and Microsoft Office. It discusses the risks of information security, data privacy, governance and compliance. It provides strategies for managing risks through a pragmatic approach and balancing control with realizing benefits. Graphics show comparisons of collaboration tool risks and how to meet regulatory needs through records management and reporting workflows.
Companies often focus too much on external branding and marketing while neglecting effective internal communication strategies with employees. This can be problematic as employees need to understand the company's strategy, goals, and vision in order to contribute effectively. All companies, regardless of size, should develop ways to facilitate communication between all levels of employees to share information and build understanding from senior leadership down to individual contributors and across peer groups. An internal communication strategy should define the audience, channels, goals, schedule, and responsibilities to ensure employees are well-informed.
If you're using Brazen, you're already in marketing (even if you don't know it!) This presentation covers how to develop your strategy, create compelling messaging, and use key channels to find marketing success. Guest speakers and Brazen customers Emily Blake at Purdue Alumni Association and Al Wagner and Leighann Anderson at TruPayroll share marketing advice and examples to augment your outreach.
This document provides an introduction and overview of a course on social business. It outlines the course facilitator and their background. It also covers the course administration details like assessment, grading scale, and participation requirements. The document then discusses some basics of social business including the challenges companies face with customers, stakeholders, and changes in business models. It also outlines some of the building blocks needed for social business including marketing relationships, customer relationship management, and how social business goes beyond just social media.
Social CRM aims to turn unhappy customers into happy, engaged customers and advocates by providing community building, customer support, account management, and opportunities to drive sales. Key capabilities of a successful social CRM include enabling connections, communication, collaboration, education, and creation among customers and employees. There are organizational challenges to adoption like inappropriate comments, competitor collaboration, and negative publicity, but BroadVision Clearvale provides the technical capabilities needed to create an effective Social CRM solution.
#FIRMday Birmingham 19th June 2019 - Capp: Strengths-based Assessment Emma Mirrington
Join Farrah Beveridge, RSM UK to hear how adopting a strengths-based approach to assessment & selection can benefit both candidates and employers. It is increasingly evident that some of the more traditional assessment approaches can sometimes provide insufficient insight into the applicants suitability for the role and often deliver an uninspiring experience for both the employer and the candidate.
In this session, Capp will share some of the benefits of leveraging a strengths-based assessment model and making use of the latest talent technology:
• How to enable companies to discover and measure what matters most
• How to provide applicants with an authentic insight into the role and working environment
• How to identify candidates who will not just be able to do the job, but will love doing it
• How to empower candidates at any stage of their career and the organisations they work for to really thrive
Andy Wong has over 5 years of experience in marketing, business administration, and volunteer leadership. He held roles as Account Manager at AdParlor Inc where he optimized Facebook ad campaigns. Wong also founded and led several volunteer organizations including UTSC Fighting for Hope Club and Power Unit Youth Organization's E3 Challenge. He holds a Bachelor's degree in Business Administration from University of Toronto Scarborough.
Strengthen Internal Communication @ your OrganisationBasudev Saha
The document discusses effective internal communication strategies for organizations. It recommends using multiple visual communication channels like existing televisions, tablets, and mobiles to broadcast important messages creatively through videos, images, and interactive content. Specific strategies include launching new product campaigns, communicating company achievements, driving employee engagement through recognition programs, making the workplace secure by publishing safety information, and promoting an open communication culture through social networking and feedback. The document then introduces a cloud-based internal communication solution that allows organizations to easily create and manage targeted visual messages across different office locations through a centralized platform.
All You Need to Know About Customer Journey MappingRealtimeBoard
A simple guide to customer journey mapping. It covers the basic definition of the journey, step-by-step mapping process, common mistakes, and related templates.
Bonus: click on the link to get a free demo board with online templates https://realtimeboard.com/app/board/o9J_k0oPqnw=/
Original article: https://realtimeboard.com/blog/customer-journey/
Journey mapping tool: https://realtimeboard.com
CX Summit 2020 Keynote: Drive CX to the top of your organisations agenda with...Catherine Hills
How can I make thishappen in my org?
Information covered:
* COVID and e-commerce case study - is e-commerce saving lives?
* Product development, service delivery and go to market
* Customer services and support
* Technology delivery and enablement
* Employee experience and org culture
* Ethics and governance
* Inclusion and diversity
The document discusses best practices for using social media to maximize impact, including lessons from UNICEF and charity: water on using social media for marketing, fundraising, and measuring social impact. It provides examples of how UNICEF uses social media monitoring as a research methodology to understand perceptions in real-time and engage with millions of users. The presentation also outlines challenges like developing compelling content and linking social media efforts to business results.
Changing Times: Connecting Your Diverse WorkforceBonfyre
Communications has been at the center of attention for businesses over the last several years, and for good reason. Good internal communications is critical to helping employees feel informed, valued, and therefore more engaged. Rob Seay’s presentation will explore how company culture, human relationships at work, and enterprise internal communications intersect.
Originally presented by Rob Seay, Director of Employee Experience, Bonfyre at the Lewis & Clark SHRM Meeting 2018.
Webtrends Optimize helps companies optimize their online revenue through segmentation, testing, and targeting. It provides an unparalleled optimization platform and full-service solution with built-in expertise. Webtrends aims to expand its capabilities to optimize anything anywhere through standard integrations and APIs, and deliver more consumer-driven relevance through behavioral scoring and full session scoring. The presentation emphasizes that optimization requires expertise, all digital touchpoints should be optimized, and consumers determine relevance.
Delivering an Enterprise Social Network in the banking sectorSharon O'Dea
Presentation to the Corporate Communications in Banking Conference (September 2015), where I presented a case study from rolling out an ESN, called The Bridge, at Standard Chartered.
DISCLAIMER: This is NOT my content. You can see owner of content in deck.
A great overview of how machine learning is already impacting business and cX. So much more to come!
This document discusses exploring social media and information sharing opportunities for businesses. It outlines the key benefits of social media both externally to create engagement and internally to improve communication. It proposes testing social media tools internally on the intranet and collecting feedback. The conclusion is that social media presents opportunities for innovation if a clear business case is made and learning happens across the organization.
Seven Peaks Speaks: Accessibility for iOS, Android and WebSeven Peaks Speaks
Accessibility for iOS, Android and Web
In 2018 there were 2020 lawsuits filed, that increased in 2019 and is set to keep increasing as companies struggle to become compliant and realize the benefit of being inclusive to all.
One particular lawsuit revitalised the accessibility community as Dominos was successfully sued by a blind mind who could not place a simple order on their website.
So it is time for change, but how?
Carl has been part of the WaSP Accessibility Task Force since 2006 and worked as one of the main consultants for the United Nations for implementing accessibility standards in their main ESCAP websites.
What will I get out of this talk?
Carl will go over the processes you can easily follow to make your apps and websites fully accessible. With a few tools, some common sense and a little inside knowledge you can build better and more accessibility apps for both IOS and Android and the web.
Internal Communication Ideas - 10 Simple Secrets to Totally Rock Your Interna...Axero Solutions
A good internal communication strategy makes good business sense.
If your employees are communicating effectively, you’ll have a highly-committed and well-performing workforce. Effective communication also creates a can-do culture and leads to a learning organization.
If you want to totally rock how your management team and employees communicate, here are 10 internal communication ideas to get you started.
We’ve come up with a list of common business communication questions and how their solutions will fit into your internal communication strategy.
Filament - Power your Internal CommunicationsFilament
We are a firm offering services in the space of internal communication and workplace branding. Learn more about us by visiting www.filament.co.in or viewing the presentation.
10 Ways to Improve Internal CommunicationWeekdone.com
10 ways to improve internal communication. Practical tips to increase employee engagement, improve company competitiveness and build stronger teams. Presented by Weekdone (https://weekdone.com/) internal communication tool for leaders and managers. Try it for free in your team.
The document summarizes a knowledge sharing toolkit developed for a large sales organization. The toolkit includes an online document library called the iStore containing over 3,300 entries across multiple products and solutions. It also includes a weekly newsletter and audio/web conference bites to disseminate knowledge to different audiences. Contributors are held accountable for keeping content up to date through reviews. Feedback is gathered from audiences to further improve the toolkit.
Managing risk and compliance on enterprise social networksSharon O'Dea
This document discusses the implementation of an enterprise social collaboration project at a large bank. It cost $667 million and replaced an outdated intranet. The project aims to integrate social collaboration across multiple tools like Jive, SharePoint and Microsoft Office. It discusses the risks of information security, data privacy, governance and compliance. It provides strategies for managing risks through a pragmatic approach and balancing control with realizing benefits. Graphics show comparisons of collaboration tool risks and how to meet regulatory needs through records management and reporting workflows.
Companies often focus too much on external branding and marketing while neglecting effective internal communication strategies with employees. This can be problematic as employees need to understand the company's strategy, goals, and vision in order to contribute effectively. All companies, regardless of size, should develop ways to facilitate communication between all levels of employees to share information and build understanding from senior leadership down to individual contributors and across peer groups. An internal communication strategy should define the audience, channels, goals, schedule, and responsibilities to ensure employees are well-informed.
If you're using Brazen, you're already in marketing (even if you don't know it!) This presentation covers how to develop your strategy, create compelling messaging, and use key channels to find marketing success. Guest speakers and Brazen customers Emily Blake at Purdue Alumni Association and Al Wagner and Leighann Anderson at TruPayroll share marketing advice and examples to augment your outreach.
This document provides an introduction and overview of a course on social business. It outlines the course facilitator and their background. It also covers the course administration details like assessment, grading scale, and participation requirements. The document then discusses some basics of social business including the challenges companies face with customers, stakeholders, and changes in business models. It also outlines some of the building blocks needed for social business including marketing relationships, customer relationship management, and how social business goes beyond just social media.
Social CRM aims to turn unhappy customers into happy, engaged customers and advocates by providing community building, customer support, account management, and opportunities to drive sales. Key capabilities of a successful social CRM include enabling connections, communication, collaboration, education, and creation among customers and employees. There are organizational challenges to adoption like inappropriate comments, competitor collaboration, and negative publicity, but BroadVision Clearvale provides the technical capabilities needed to create an effective Social CRM solution.
Social CRM aims to turn unhappy customers into happy, engaged customers and advocates by providing community building, customer support, account management, and opportunities to drive sales. Key capabilities of a successful social CRM include enabling connections, communication, collaboration, education, and creation among customers and employees. There are organizational challenges to adoption like inappropriate comments, competitor collaboration, and negative publicity, but BroadVision Clearvale provides the technical capabilities needed to create an effective Social CRM solution.
The document discusses customer relationship management (CRM) and how social media and digital transformation are impacting businesses' relationships with customers. It provides examples of how some companies are using social media to enhance customer engagement and experience. The key points discussed include:
- CRM aims to build long-term, profitable relationships with customers by understanding their needs and providing superior customer service.
- For CRM to be effective, companies must decide what customer information to collect and how to use it. Many CRM projects fail because of this.
- Social CRM focuses on engaging customers in collaborative conversations to provide mutual value through trusted and transparent interactions.
- Several companies, like KLM and Fiskars, are highlighted for how
What's Your LMSs Status? Online Learning Conference 2014Brandon Williams
Has your LMS become irrelevant in your greater learning strategy? Are you employees finding it difficult to use? Do administrators find it old and stodgy or want to get rid of it altogether? Take a look at this presentation (originally prepared for Training Magazine's Online Learning Conference in Chicago on September 23, 2014) for some insight into why you may want to keep your LMS around and how you might be able to transform it into a more useful and usable piece of technology in your portfolio.
Please contact me if you have any questions.
The document discusses different types of contact centers and how they are defined based on whether contacts are inbound, outbound, or a blend of both. It notes that inbound contact centers handle customer-initiated contacts while outbound centers initiate contacts. Blended centers handle both. The key impacts of contact type are on strategic planning, performance measures, forecasting/staffing, real-time management, technology needs, and regulatory compliance. The document provides details on each of these operational areas and how they differ based on contact center type.
- The document is a management report submitted by Rilwan Damola Alli in 2013 for their MSc in Information Systems Management & Innovation at the University of Warwick.
- It discusses the adoption of online communities for customer engagement in organizations, identifying key factors influencing adoption decisions and major challenges.
- Four case organizations are examined - a manufacturing company, home theater installation service, solutions consultancy, and the Yammer ESN platform - to understand motivations and experiences with adopting online communities.
Wp 5 the compelling returns from ibm connections in support of social businessIQVIA
This document discusses 5 case studies of organizations that implemented IBM Connections to transform into social businesses. The first case study is about a health insurance company that implemented IBM Connections to improve knowledge sharing, expertise location and collaboration among employees. This resulted in estimated financial benefits of $12 million over 3 years from increased productivity, customer retention and sales. The second case study is about a large consumer products company that used IBM Connections to help shorten product development cycles and foster innovation among its 10,000 global R&D employees.
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
Struggling with getting executive buy-in or demonstrating how & why Yammer could be useful for your organization, regardless of which version of SharePoint you are using? Then this session is for you! This fast moving presentation will balance quick wins with longer term aspirations. You’ll learn how to adjust the approach for different sets of stakeholders and have a framework to show how these qualitative and quantitative approaches come together.
This document provides an overview of Lyn Murnane's experience in knowledge management roles across multiple organizations. It includes brief summaries of KM implementation examples at Medibank Private, Telstra, and IDP Education. At Medibank Private, challenges included inconsistent information across systems. Changes involved user research, a new intranet, and named knowledge bases. Outcomes were reduced help desk calls and improved staff engagement. Measures tracked usage and call handling times. Telstra consolidated multiple systems into a new intranet tool. IDP Education developed a large knowledge base and community site to support international student advisors.
A content strategist brings an understanding of targeted audiences and relevant information. They identify gaps between a website's current and ideal future states based on structure, access, and relevancy. Using a repeatable methodology of discovery, analysis, design, development, testing and maintenance, a content strategist works with others to create strategic, audience-focused digital content.
How to Build and Finance Very Successful Start Ups the coming 10 yearsMike Mastroyiannis
The document discusses new approaches for building and financing startups in the next 10 years. It argues that the traditional product creation process is too slow and rigid for today's faster-changing markets. The key is to adopt an iterative process that involves customers early and often to test assumptions and validate the business model.
The new process focuses on customer development through four phases: 1) customer discovery to define the business model hypotheses, 2) testing the problem by getting customer feedback, 3) testing the product/solution with a minimum viable prototype, and 4) verifying the business model and deciding to change or proceed. The goal is to rapidly iterate based on customer input to achieve product-market fit and a repeatable, scalable
This document provides an overview of digital marketing best practices. It discusses understanding the customer journey, focusing on various media types including owned, paid and earned media. It also covers best practices for content marketing, marketing automation, information architecture and developing a mobile content strategy. The key recommendations are to understand the customer, focus on compelling content across owned channels, and integrate paid and earned media to drive engagement throughout the customer journey.
Secrets Of Successful Portal Implementations Dec2008Susan Hanley
The document discusses key elements for a successful SharePoint portal implementation, including defining stakeholders and business objectives, understanding how the solution fits with emerging technologies, identifying measures of success, establishing governance plans, and carefully planning rollout and ongoing support. Success requires balancing organizational culture, processes, and technology, with an emphasis on understanding user needs rather than just the technical capabilities.
Stephen Aris is an expert in user experience design, service design, and research who has led large-scale business transformation projects for many major companies. Over the past few years, he has acted as the lynchpin between businesses, users, and technology teams, increasing revenue and efficiency while reducing costs and risks. Some of the key clients and projects he has worked on include redesigning the National Apprenticeship Service's digital platforms, developing customer journey maps and recommendations for Waitrose, and leading major redesigns of online experiences for Bupa, House of Fraser, and National Grid.
This document provides guidance on measuring the business value of social/enterprise social networks. It begins by outlining 6 potential areas where social networks can provide value: safety and sustainability, shareholder value, production/volume and costs, agility, workforce effectiveness, and people engagement. Example use cases and metrics for measuring value are then presented. The document concludes by discussing measuring network maturity and tying metrics to different maturity stages from experimenting to established. The overall message is that social networks can provide business value, and that value should be measured both quantitatively and qualitatively as networks mature.
This document discusses approaches to measuring the impact of social media marketing. It begins by noting that measurement is a journey and that customers' experiences have changed significantly with the rise of social media. It then outlines five stages of social media integration for organizations, from initial experimentation to a fully engaged enterprise. The document focuses on challenges of linking social media activity to business outcomes. It proposes four approaches to measurement: behavioral, claimed, testable, and data mining. Each approach is described along with examples and limitations. Finally, the document advocates starting measurement efforts and noting that solving complex measurement problems requires an iterative approach.
Launching Next-Generation Supply Chain Leader Training by Supply Chain InsightsLora Cecere
Struggling to build next-generation supply chain talent? Want to expose high-performance leaders to new concepts? Join our collaborative cross-company cohort in May 2017. Available in Europe, Asia and Americas.
Trends in Recruiting & HR: Employer Branding Maturity Model: Where Do You Stand?Aggregage
Now that employer brand is a core element in every company's talent strategy, you might ask yourself: is that all? Looking around, you might see that every company sees, understands and executes its employer brand differently, to the point where it is hard to understand what the appropriate best practices really are. The trick is to understand where your organization is in the Employer Brand Maturity Model first, so you can properly select the next initiative to elevate your own employer brand. Join James Ellis, noted employer brand podcaster, thought leader and consultant, on what the maturity model looks like and how to use it to plan your talent strategy more effectively.
Similar to Transforming Libraries & Communities With Innovative Customer Service (20)
Change is a Constant: Technology, Service, and Constant ChangeEmily Clasper
The document outlines strategies for adapting to rapid technological changes presented by Emily Clasper from the University of Rochester. It discusses setting up a framework for dealing with technological changes by prioritizing needs, assessing benefits, and articulating value. It then provides practical techniques such as scheduling learning time, setting goals, learning with others, and practicing new skills. The overall message is that adapting to new technologies requires intention, planning, and applying both long-term and short-term strategies.
The document summarizes Emily Clasper's presentation at Wisconsin Tech Days 2020 about strategies for library staff to develop their own technology skills and to provide technology assistance to patrons. Some of the key recommendations include adopting a growth mindset and asking for help to improve one's own skills, assessing patrons' digital literacy needs, building rapport with patrons, and knowing when it's best to directly provide assistance instead of just teaching skills. The overall message is that enhancing one's knowledge while serving patrons with empathy is important, especially during times of crisis.
Ethics in the 21st Century Library: When Values CollideEmily Clasper
The document discusses several key issues related to libraries and their professional values:
- Libraries aim to balance values like privacy/confidentiality, access to information, and an inclusive environment where all voices can be heard.
- There is an ongoing discussion around how to ensure marginalized groups feel safe while also upholding principles of free access to information and opposing censorship.
- Librarians have a duty to provide access to all legally obtainable content, even if it is offensive, as part of supporting diversity of issues. However, this must be balanced with users' rights to privacy and feel safe.
- Policies, staff training, security practices, and ongoing discussion are important to navigating these complex issues in
Project Management Skills for Better Library ServiceEmily Clasper
This document provides an overview of key concepts for planning and managing projects successfully. It discusses establishing a clear purpose and outcomes, defining goals and objectives, creating a timeline and budget, assigning roles and responsibilities, and developing a communication plan. Core values of librarianship are also presented that new services could support. Overall, the document offers a framework and various tools to structure a project from the initial planning phases through implementation and completion.
Making it Happen, Making it Matter: Designing and Implementing Library Servic...Emily Clasper
This document discusses how libraries can design and implement services to meet strategic goals by starting with defining their "why". It recommends libraries identify their core values from the American Library Association's list, determine how new services support those values, and develop purpose and objective statements to articulate how the services will make an impact. Project plans should then be created with goals, objectives, and measures to ensure the services deliver intended outcomes and matter to the community.
Where Library Projects Go to Die: Keeping Our Projects Off the Hot Mess ExpressEmily Clasper
This document discusses the importance of project planning and management. It emphasizes having clear goals, objectives, roles, and a communication plan. A project manager should ensure stakeholders are identified, schedules and budgets set, and risks mitigated. Documentation and formal approval of plans provides legitimacy and authority. The project plan prepares a team for execution by creating accountability, clarifying tasks, and establishing processes for meetings, reporting, and change management. Communication is key throughout the project lifecycle for addressing issues that arise and making adjustments to keep the project on track.
First Steps in Project Planning for LibrariesEmily Clasper
Slides from a Project Management workshop for the RAILS library consortium October 27th, 2016. Focus on Project Planning fundamentals for library Project Managers.
PM Basics for Libraries: A Crash Course in Project ManagementEmily Clasper
The document outlines the steps for planning and preparing a dinner, including planning the menu, writing a grocery list, shopping, preparing food like slicing bread and cooking chicken, setting the table, serving the meal, and cleaning up. A timeline is provided estimating the duration of each step, with the critical path being the preparation of the entree which takes the longest time at 2.25 hours.
Tech Tools InfoBlitz: Online Tools for Collaborative ProjectsEmily Clasper
This document provides an overview of several online tools that can be used for collaborative projects including Slack, Asana, Trello, Basecamp, Ganttic, Smartsheet, Gameplan, Mindmeister, Google Apps, Streak, Boomerang, Zapier. For each tool, the document summarizes its main functions such as task management, project planning, team communication, file sharing, and mobile apps. It also provides the website URL for each tool. The document aims to help teams choose collaboration tools that meet their specific needs.
Think Like a Project Manager... Act Like a Library LeaderEmily Clasper
Think Like a Project Manager... Act Like a Library Leader
A presentation for the Annual Meeting of the American Library Association 2015, San Francisco, California. Presentation Date: Monday, June 29th, 3:00 - 4:00 pm. http://alaac15.ala.org/node/29859
Full presentation forthcoming
#alaac15
This document discusses leadership qualities for library leaders. It presents the "5 P's" of leadership as positive, proactive, prioritize, productive, and participation. Throughout the document are photos credited to various photographers to illustrate each quality. Contact information is provided for Emily Clasper, the author from Suffolk Cooperative Library System.
The document provides photo credits for 13 photos used in a presentation about taking libraries outdoors. It lists the name of each photographer and links to the photos on Flickr. The final sentences provide contact information for Emily Clasper and a link to access the presentation.
Building a Learning Culture From the Inside Out - ALA Annual 2014Emily Clasper
ALA Annual 2014 Presentation by Emily Clasper and Toby Greenwalt
Session Information: http://ala14.ala.org/node/14451
Libraries are quickly moving from being repositories for content to full-fledged incubators for new ideas. Using technological tools, innovative spaces, and creative programming, libraries are well-positioned to become an even bigger part of the community’s creative process.
Join a panel of library change agents as they examine strategies for kickstarting a culture of innovation in your library - for your staff and patrons alike. We’ll look at examples both in and out of libraries, address challenges, and discuss what it takes to bring creativity out in the open. Audience participation will be involved.
Sponsored by PLA (Public Library Association)
This fun little presentation was put together by Emily Clasper, Tim Sicurella, and Nicole Turzillo for the Public Libraries Luncheon at the Innovative Users Group 2014 meeting in Deroit, MI. This rapid-fire presentation showcased a variety of fun, useful mobile apps attendees might be interested in.
What Staff Training Program? Minimum Investment, Maximum Impact Staff Education Strategies
Providing staff with the training and support they need to excel is one of the hardest challenges faced by library managers, especially when time is precious and funds are low. At this session, participants will join in lively discussion and get practical advice for building effective staff training and development programs with limited resources.
Presentation for the Alaska Library Association Conference 2014 #akla
Technology Trends for 2014 and Beyond: What’s Hot, What’s Cool, What’s Coming Up Next
Feel like you can’t keep up with the latest and greatest in tech trends? What do we, as information professionals, need to pay attention to in the world of technology? What can we expect to impact us in the coming months and years? Join us to discuss some of the newest tech trends, get a sneak peek at some things we may encounter soon, and try to make sense of what this could mean for the future of our libraries.
Presented for Alaska Library Association Conference 2014 #akla
This document provides an overview of wound healing, its functions, stages, mechanisms, factors affecting it, and complications.
A wound is a break in the integrity of the skin or tissues, which may be associated with disruption of the structure and function.
Healing is the body’s response to injury in an attempt to restore normal structure and functions.
Healing can occur in two ways: Regeneration and Repair
There are 4 phases of wound healing: hemostasis, inflammation, proliferation, and remodeling. This document also describes the mechanism of wound healing. Factors that affect healing include infection, uncontrolled diabetes, poor nutrition, age, anemia, the presence of foreign bodies, etc.
Complications of wound healing like infection, hyperpigmentation of scar, contractures, and keloid formation.
How to Setup Warehouse & Location in Odoo 17 InventoryCeline George
In this slide, we'll explore how to set up warehouses and locations in Odoo 17 Inventory. This will help us manage our stock effectively, track inventory levels, and streamline warehouse operations.
Strategies for Effective Upskilling is a presentation by Chinwendu Peace in a Your Skill Boost Masterclass organisation by the Excellence Foundation for South Sudan on 08th and 09th June 2024 from 1 PM to 3 PM on each day.
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
Iván Bornacelly, Policy Analyst at the OECD Centre for Skills, OECD, presents at the webinar 'Tackling job market gaps with a skills-first approach' on 12 June 2024
How to Make a Field Mandatory in Odoo 17Celine George
In Odoo, making a field required can be done through both Python code and XML views. When you set the required attribute to True in Python code, it makes the field required across all views where it's used. Conversely, when you set the required attribute in XML views, it makes the field required only in the context of that particular view.
7. McKinsey Framework
for Three Horizons of
Growth
Image Credit: Blake Morgan at: https://www.forbes.com/sites/blakemorgan/2015/01/19/moving-
from-transactional-to-meaningful-customer-relationships/#2c64b94e3261
Many companies begin with a
traditional division of resources:
Horizon 1: 70%
Horizon 2: 20%
Horizon 3: 10%
More recently, transformational
companies are allocating more
resources towards the second
and third levels.
8. “Most companies don’t spend
enough time on transformative
growth because they aren’t good
at transformative and it’s scary
for them.
- Michael Docherty, Collective Disruption: How Corporations &
Startups Can Co-Create Transformative New Businesses
10. “
We are at a point where
companies need to aggressively
innovate their customer
experience.
– Blake Morgan, Customer Experience Futurist
11. Transactional
Customer Service
Based on units of work
Transactions = Individual
events
Little focus on context
Performance benchmarking
Creating successful
conversions
Risk averse
Task focus
Short term view
12. Transformational
Customer Service
Based on Meaningful
experiences
Interactions interconnected
Total experience considered
Motivation from shared vision
and high standards
Creating brand advocates
Risk necessary but
calculated
People focus
Long term view
13. “
Simply being polite and
helpful is not enough.
– Dr. John R. Miller, Is the Customer Service
Experience You Create Typical or
Transformational?
15. Assessing
Transformational
Potential
1. A more personalized product or
service
2. A closed-loop process
3. Asset sharing
4. Usage-based pricing
5. A more collaborative ecosystem
6. An agile and adaptive
organization
Based on:
Kavadias, Stelios, et al. “The 6 Elements of Truly
Transformative Business Models.” Harvard Business
Review, Oct. 2016
16.
17. Step 1:
Reexamining the library’s
strategic plan and
priorities
From a WHY perspective
What values are the elements
based on specifically
How does each relate back to the
needs of specific segments of our
service population
How do the elements of the
plan/priorities/directions relate to
furthering community aspirations
How does this dictate the way we
approach customer servicehttp://www.varchannelmarketing.com/wp-content/uploads/2014/02/The-golden-circle-
e1391717108503.gif
18. Step 2:
Create mechanisms for
customers to define
needs and expectations
For services
For modes of delivery
For communication channels
For interactions
From all segments of the
community
From direct and indirect sources
Asking the right questions
19. Step 3:
Build Collaborative teams
to find innovative
solutions to meeting
customer needs
Cross disciplinary
Interdepartmental
Including different stakeholders
Including customers
Proactively identify outside
partners to work with
Need to identify, refine, and define
goals as well as work to find
solutions
20. Step 4:
Streamline internal
processes to allow these
collaborative teams to
work
Identify and remove internal
barriers to collaboration
Unify communication channels as
much as possible
21. Step 5:
Integrate technology and
data
From all channels and touchpoints
To create richer customer profiles
To define customer needs/wants
more fully
To examine the customer
relationship over time
Use to personalize experiences
Address technical issues
Address ethical issues
Address organizational issues
23. Personalization
of Services
Elements of the customer
experience are tailored to the
individual as much as possible.
Based on data
Relationship builds over time
Individual transactions help
inform the long term
relationship and total
experience
26. Attention To
Experience At All
Touchpoints
Anything that is part of the
customer experience of the
library deserves attention
Onsite/remote
Service related or not
27. Convenience For
The Customer
Bottom line, the product
that customers perceive
as cool will have a big
advantage, but the
product that customers
find easy to use will keep
their attention.
–Pete Seer, Why Innovation must build
from Customer Experience
28. Proactive
Customer Service
Actively seek out opportunities to
solve customer problems before
they even notice there’s an issue.
Anticipate needs
Base this on data
Avoid pitfalls of assumptions
Offer solutions to problems
they didn’t know they had
29. Internal
Motivation
Cultivating a Culture of Customer
Service
Values and objectives clearly
established & communicated
Strong internal communication
Cultivate a customer service
culture
Support for developing skills
Celebration of success
33. CREDITS
Special thanks to all the people
who made and released these
awesome resources for free:
▫ Presentation template by
SlidesCarnival
▫ Photographs by Unsplash
Additional images used with permission
Editor's Notes
Educators in general and libraries in particular are specifically in the world changing business.
We are agents of transformation. We have the power to do this.
Guided by the core values of our profession, libraries and library workers ideally base their activities on the goals and aspirations of the communities we serve.
Ours is a “people profession”. Whatever our daily tasks center around, whatever jobs we must perform along the way, ultimately our responsibility is to the people we serve, and the community they make up.
The Harwood Institute recommends a strategy of “turning outward” to determine what is important to our communities, and then using these findings to build library services aimed at helping community members reach these goals and transform their communities in the ways they have envisioned and hope for.
But we do not do this work in a vacuum. The context libraries operate in is impacted by an almost innumerable set of internal and external factors, and we need to pay close attention to these influences.
The work being done by the Center for the Future of Libraries stresses this point, encouraging libraries to extend their view far beyond our four walls, beyond our larger organizations, partnerships and individual service communities.
They’re asking us to look towards the larger cultural context we’re operating within, and closely examine the bigger trends that our patrons are experiencing in their general lives, of which the library experience is only a small part.
Trend cards – a helpful tool for seeing our services through the lens of emerging cultural trends
Read for Later – broadens our view of the context we’re operating within
One of the areas we should be taking notice of outside of the world of libraries and education that is directly impacting our larger context is the emergence of many new business models that are focused on transforming markets and tailoring solutions, products, and services to speak to these newly emerging markets.
And the primary way they’re finding to do this is to focus on enhancing customer experience.
Innovating around customer service goals is emerging as one of the most effective ways 21st companies are leveraging to expand opportunities within their industries, and this trend is transforming the expectations surrounding customer service relationships in a much larger context.
New business models are emerging
Companies are increasingly looking to grow by moving a significant amount of their resources and effort away from maintaining and defending the business’s core (the existing services and solutions aimed at their existing customers).
They are diverting resources towards a second level of service designed to expand that core, offering new to the company solutions to pre-existing markets that are new to the company, and increasingly towards a third level of service aimed at reaching new markets that never existed before with new solutions that have never been seen before. (MCKinsey Framework)
At this point the three horizons are generally allocated resources in a 70-20-10 split, but more and more companies are shifting a more significant portion of resources outwards as a way to move towards truly transformative growth that changes not only the organization but the industry itself.
For companies moving in this direction within other industries, it is apparent that a primary way in which this shift is being enacted is through a new focus on innovations in customer service – in fact, a move away from customer service as we traditionally think of it and towards new models based on the enhancement of customer experience.
Recent research has revealed that 75% of the most successful companies in the US identify “improving the customer experience” as a top objective, with one survey measuring 89% as planning to develop their business model in the next few years that centers on customer experience as the primary basis of their competitive strategy.
There are many good things about this and nobody is abandoning this completely.
We still need to cultivate successful individual transactions
The main difference is setting these individual interactions within a larger context.
Experience based or Transformational Customer Service – fitting in with the transformational business models emerging
This is part of the baseline expectation. CS based on enhanced experience recognizes that customer expectations have been raised by external CS interactions in the context of their daily lives, which have conditioned them (us) to have little patience for CS that does not extend beyond the basics.
We need to extend service that meets both the practical and emotional needs of our customers and fulfills (or exceeds!) those needs with as little effort as possible on the part of the customer.
Libraries absolutely have the potential to make this transformation in customer service
In fact, there are good number of indications that say libraries are better positioned than many traditional companies to make this leap… if we lay a little groundwork
A more personalized product or service.
A closed-loop process. (used product recycled)
Asset sharing
Usage-based pricing.
A more collaborative ecosystem. (reducing resource costs, reducing risk)
An agile and adaptive organization. (move away from traditional hierarchical models of decision making – decisions that reflect rapidly changing market needs and allow for real-time adaptation to those needs)
Based on my own experiences, most libraries I’ve dealt with score a solid 2/6 on this test. Strictly speaking, this is a fail.
HOWEVER, I think there are an additional 3 that many libraries are rapidly improving on, and could reach with a little strategic effort. (The last on, I don’t have an answer for)
So I actually think that many libraries are on the path already to readiness for some really transformative change. And looking at ways to beef up these three elements can help get a library closer to the point where they are ready to make that leap with a good degree of confidence in their success potential.
So I actually think that many libraries are on the path already to readiness for some really transformative change. And looking at ways to beef up these three elements can help get a library closer to the point where they are ready to make that leap with a good degree of confidence in their success potential.
I think of it as 5 steps a library can take to get ready.
Why perspective – Simon Sinek and his Golden Circle – Start with the reasons why your organization has set these strategic goals – What are the specific values these reflect, etc.
Primary source of input re: needs and expectations: the patrons themselves
WE need ways to facilitate meaningful conversations with them – HARWOOD TECHNIQUES are great!
Signals this is happening:
Feedback and input mechanisms
Two way communication across all channels
Organizational transparency
Collaboration between departments - introducing differing perspectives into the process
As a project manager, this is something I do all the time – create collaborative teams drawn from different parts of the organization and from outside as well
It is hard to break free of traditional hierarchies to do this
Committee work taken to a new level
ID and Define problems - “Your customer has 99 problems… and is so used to them that they don’t know it.” Pete Sena, founder of Digital Surgeons (experience design firm)
Gotta have a clear definition of the problem before trying to get to a solution (also PM!)
Removing barriers
Internal politics must be navigated
Functional vs Project Manager roles defined and reconciled
Questions of habitual processes
Interpersonal relations
Workplace contraints
Etc
Communication OY VEY
With this kind of thoughtful framework in place, we can get to specific features that characterize innovative, transformative customer service based on experience.
Common threads throughout literature on building towards experience based customer service:
Things that are embedded into the overall experience
Markers or signals that tell you you’re on the right track
It is about the patron, and that is the message we want to send, we are here for YOU
You, personally.
Tech = A big factor in enabling early 21st century CS innovations – in conjuction with other things
Innovation occurs at the intersection of “what technology enables and what the marketplace wants” - Stelios Kavadias, The 6 Elements of Truly Transformative Business Models – Harvard Business Review
Text, chat, video, mobile, kiosks – phones not so much (but watch your phone tree)
Self service opportunities – empowering customers
Interfaces that add value – not just shiny things. Real benefits
AI as an aid to those assisting the customer
ALL Communication channels are for two-way communication
Customers expect responses.
Customers expect service via these channels if you offer them (I expect a seat upgrade or a free drink voucher if I tweet a complaint to @jetblue – why wouldn’t I expect an effective response when tweeting @mylibrary???)
Responses – quick and helpful
Consistent tone – part of developing a customer service culture in the organization DOES NOT MEAN STUFFY AND BORING
If it’s part of what the customer experiences when interacting with the library, it’s worth attention.
You can have the best services in the world , but if the bathroom is dirty, the experience is destroyed
If it’s hard, it loses value
“Free” has not been enough of an incentive for a long time. It HAS to be easy
LOOK FOR PAIN POINTS
Where can we reduce friction
Where can we take on some of the burden for the customers
Where can we integrate new tech or CS approaches to make the experience easier and more pleasant
Anticipate needs
Base this on data
Avoid pitfalls of assumptions
Offer solutions to problems they didn’t know they had (Nest thermostats)
All of these factors indicate a move towards focusing in experience and ultimate, customer success, whatever that means for an individual organization and their community
Using enhanced and innovative approaches to achieving customer success isn’t just the introduction of new services, or making adjustments to the ways libraries offer and maintain the services they already provide.
Enacting truly innovative customer service is a way of modifying our existence and redefining our place within the community we serve.
And with that kind of transformation, we can change our organizations, our communities, and maybe even the world.