ISSIP_Events_20240313 ISSIP Website Event URL: https://issip.org/event/issip-ambassador-kevin-clark-of-content-revolution-to-kick-off-ambassador-event-panel-series-2024/ Title: Customer Wellness & Fitness - Free ISSIP Webinar Date: March 13, 2024 (Wednesday) Speakers: Kevin Clark - Lead Panelist and ISSIP Ambassador, Founder and President, Content Evolution https://www.linkedin.com/in/kevin-clark-0057b81/ Martin Vilsøe - US CEO, Implement Consulting Group https://www.linkedin.com/in/martin-vilsøe-a51981/ Max Turner - SVP emeritus for Market Insights and Research for Bank of America Merrill Lynch https://www.linkedin.com/in/mackturner/ Abstract: Customer Wellness & Fitness reveals the major cycles and moments of joy and disappointment in strategic service outsourcing engagements. At the core of this thesis is applying the physician’s Hippocratic Oath to complex service engagements: “To Do No Harm.” Service agreements describing these engagements generally last anywhere from three years to ten years and represent hundreds of millions and at times billions of dollars of revenue over the contract period. We discover the first six months prior to contract signing and the first six months after contract signing represent a critical year. This is when the seeds are sown in the soil of the relationship for sustainable satisfaction and healthy performance or dissatisfaction and interaction illness. Developed diagnostics allow teams to understand if working together is on-track for success or will derail and wither early-on. Starting with inquiry and research for IBM clients and then observations with other enterprises and their clients value chain partners, there are observable patterns contributing to customer wellness and fitness across a constellation of enterprise activities. The good news: Most derailment factors are preventable. The bad news: Organization inertia and inappropriate incentives along with insufficient key performance indicators (KPIs) and service level agreements (SLAs) whether delivered by people or platforms continue to plague strategic relationships. With support from: Jim Spohrer - Board of Directors https://www.linkedin.com/in/spohrer/ Christine Ouyang - Ambassador Leader https://www.linkedin.com/in/christine-ouyang/ Michele Carroll - Executive Director https://www.linkedin.com/in/mmcarroll/ Recording: https://youtu.be/W6JqyuXOC8Q Slides: https://www.slideshare.net/slideshows/20240313-customerwellnessandfitness-issipambassadors-kevinclark-pptx/266786796

1. Content Evolution

2. Customer Wellness & Fitness
• Customer Wellness & Fitness reveals the major cycles and moments of joy and disappointment in strategic
service outsourcing engagements. At the core of this thesis is applying the physician’s Hippocratic Oath to
complex service engagements “To Do No Harm.” Service agreements describing these engagements
generally last anywhere from three years to ten years and represent hundreds of millions and at times billions
of dollars of revenue over the contract period. We discover the first six months prior to contract signing and
the first six months after contract signing represent a critical year. This is when the seeds are sown in the soil
of the relationship for sustainable satisfaction and healthy performance or dissatisfaction and interaction
illness. Developed diagnostics allow teams to understand if working together is on-track for success or will
derail and wither early-on. Starting with inquiry and research for IBM clients and then observations with other
enterprises and their clients value chain partners, there are observable patterns contributing to customer
wellness and fitness across a constellation of enterprise activities. The good news: Most derailment factors
are preventable. The bad news: Organization inertia and inappropriate incentives along with insufficient key
performance indicators (KPIs) and service level agreements (SLAs) whether delivered by people or platforms
continue to plague strategic relationships.

3. Survival -> Success -> Significance
• Higher value relationships – exciting relationships