Steve Towers en el VIII Congreso DEC | Unidos por la Experiencia
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Presentación utilizada por Steve Towers, CEO y Fundador de BPG, durante el VIII Congreso DEC "Employee Liberation for Successful Customer Outcomes!
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Steve Towers en el VIII Congreso DEC | Unidos por la Experiencia
- 1. #CongresoDEC
- 2. Employee Liberation for Successful Customer Outcomes! Steve Towers https://linktr.ee/SteveTowers https://linkedin.com/SteveTowers Steve.towers@bpgroup.org
- 3. https://linktr.ee/SteveTowers To Liberate our Employess we must smash the Silos
- 4. FIVE Silo Busting Tips to liberate Employees (from the best CX companies on the planet) 1. Create a Unified Vision 2. Collaborate – work, play and Train as one 3. Establish Results Oriented Communication 4. Level Up Rewards & Remuneration 5. Unify Everyone & Everything towards Successful Customer Outcomes
- 5. Interest in searching on ‘Silo Management’ 167,000,000 in 0.5 seconds BPM/BPR/EA Era CX/UX/EX/XM Era Reference: ‘Changing Behaviors: From Working in Silos to Working Collaboratively’ Gartner
- 6. Create a Unified Vision for all our people… • Who? BMW, Amazon, Emirates • What? North Star Alignment Reference: NSAT Video: https://youtu.be/uLr90Sl492I 1
- 7. Collaborate – work, play and train as one INDUSTRIAL ERA – THE CUSTOMER IS OFTEN AN INCONVENIENCE OUTSIDE-IN TEAM STRUCTURES Who? Zappos, Four Seasons, Emirates 2
- 8. Establish Results Oriented Communication Reference: ROC Emergence: https://jimsinur.blogspot.com/2021/07/results-oriented-communications-are-now.html ROC Article: https://jimsinur.blogspot.com/2021/07/the-best-hybrid-work-models-deliver.html 3
- 9. Level Up Rewards & Remuneration for all our people • Measurement Systems are Critical • Industrial Era focused on ‘Outputs’ • Customer Obsessed companies focus on Outcomes – the deliverables • Customer Obsessed companies are paying people for delivering successful outcomes and NOT for just completing tasks • The mindset has shifted to paying people who interact with customers more than those who don’t (our customers are the most precious resource so let’s put our best people into those Moments of Truth) 4
- 10. 5 Unify Everyone & Everything towards Successful Customer Outcomes The Customer Performance Landscape SCO KEY CUSTOMER OUTCOMES BUSINESS OUTCOMES OUTPUTS ACTIVITIES TASKS CUSTOMER INTERACTIONS (MOT’s) INTERNAL INTERACTIONS (Handovers) BUSINESS RULES (Decision Points) DIGITAL CAPABILITY MINDSETS REWARDS © 2006-2021 BP Group | Source www.BPGroup.org All outcomes aligned to the Successful Customer Outcome Internal Effort is a direct consequence of Customer Interactions The journey and the Controls that shape the experience The capacity to deliver through the people and technology Reference: CPL Video: https://youtu.be/2qIltLXye_I
- 11. FIVE Silo Busting Tips from the best CX companies on the planet 1. Create a Unified Vision 2. Collaborate – work, play and Train as one 3. Establish Results Oriented Communication 4. Level Up Rewards & Remuneration 5. Unify Everyone & Everything towards Successful Customer Outcomes
- 12. Employee Liberation for Successful Customer Outcomes! Steve Towers https://linktr.ee/SteveTowers https://linkedin.com/SteveTowers Steve.towers@bpgroup.org