Personal Information
Organização/Local de trabalho
London, United Kingdom United Kingdom
Cargo
Director of Customer Experience Management (CEM) at Openet
Sobre
I have delivered many challenging Customer Experience Change Programmes (impacting directly over 10m and indirectly over 600m customers) several of which included double-digit performance enhancement. I hold a PhD and have published four books on CEM & BPM. My approaches are acknowledged as Thought Leadership and are used in a number of organisations around the world today.
I believe that the most dramatic transformations to an organisation’s Efficiency and Performance come through the alignment of Customer Experience with Business Processes, Enterprise Architecture and Innovation. This requires leadership and commitment, both of which I provide expertise in.
I WORK WITH & SOLVE THESE ...
Marcadores
customer experience
customer satisfaction
customer management
customer
customer centricity
customer centric culture
net promoter score
nps
cem
business process reengineering
business process
business process management
process excellence
bpm
process
customer relationship management
customer loyalty
voc
voice of customer
employee
engagement
c
employee engagement
net promoter sc
lean
six sigma
business
change management
customer service
stakeholder management
stakeholder
customer centicity
Ver mais
Apresentações
(7)Documentos
(1)Gostaram
(10)Openet Cable Solutions Overview June 2017
Dean Waye
•
Há 6 anos
How to Plan and Design your Social Business Culture?
Tom De Baere
•
Há 9 anos
The YES Factor: How to persuade business buyers to say yes.
Earnest
•
Há 9 anos
How to Pitch a VC Redesigned
Slides That Rock
•
Há 11 anos
Customer Experience Journey Mapping
ClearAction
•
Há 9 anos
3600mgmttheory
knksmart
•
Há 16 anos
How To Build a Startup That Thrives: Dave Knox presentation at SXSW V2V 2013
Rockfish
•
Há 10 anos
Launching your product the right way slides
Ohad Frankfurt
•
Há 10 anos
What is strategy?
Dr. Marc Sniukas
•
Há 14 anos
ICT-aamiaisseminaari 23.4. Janne Ohtonen Outside‒In-lähestymistapa
Tieturi Oy
•
Há 11 anos
Personal Information
Organização/Local de trabalho
London, United Kingdom United Kingdom
Cargo
Director of Customer Experience Management (CEM) at Openet
Sobre
I have delivered many challenging Customer Experience Change Programmes (impacting directly over 10m and indirectly over 600m customers) several of which included double-digit performance enhancement. I hold a PhD and have published four books on CEM & BPM. My approaches are acknowledged as Thought Leadership and are used in a number of organisations around the world today.
I believe that the most dramatic transformations to an organisation’s Efficiency and Performance come through the alignment of Customer Experience with Business Processes, Enterprise Architecture and Innovation. This requires leadership and commitment, both of which I provide expertise in.
I WORK WITH & SOLVE THESE ...
Marcadores
customer experience
customer satisfaction
customer management
customer
customer centricity
customer centric culture
net promoter score
nps
cem
business process reengineering
business process
business process management
process excellence
bpm
process
customer relationship management
customer loyalty
voc
voice of customer
employee
engagement
c
employee engagement
net promoter sc
lean
six sigma
business
change management
customer service
stakeholder management
stakeholder
customer centicity
Ver mais