Business Transformation & Operational Excellence Insights

INSIGHTS ARTICLE: Mark McGregor: Are You In the Zone for Success?

mark@markmcgregor.com (Mark McGregor) — Sun, 13 Feb 2022 12:30:00 GMT

INSIGHTS ARTICLE: Mark McGregor: Are You In the Zone for Success?

mark@markmcgregor.com (Mark McGregor) — Tue, 13 Jul 2021 15:26:16 GMT

Digital Transformation Workplace Live - SPEAKER'S ARTICLE : GOING DIGITAL TO ENHANCE THE CUSTOMER EXPERIENCE

charlotte.kelly@proqis.com (BTOES Insights Official) — Wed, 31 Mar 2021 11:30:00 GMT

Courtesy of DC Government's, Ernest Chrappah wrote a synopsis of her speaking session discussing 'Going Digital to enhance the Customer Experience'.

Digital Transformation Workplace Live - SPEAKER'S ARTICLE : GOING DIGITAL TO ENHANCE THE CUSTOMER EXPERIENCE

charlotte.kelly@proqis.com (BTOES Insights Official) — Fri, 05 Feb 2021 15:38:27 GMT

Courtesy of DC Government's, Ernest Chrappah wrote a synopsis of her speaking session discussing 'Going Digital to enhance the Customer Experience'.

BTOES Strategy Execution and the case for Continuous Business Transformation - Attila Dobai, Head of Strategy and Innovation, Avis Budget Group

charlotte.kelly@proqis.com (BTOES Insights Official) — Sat, 22 Feb 2020 13:00:00 GMT

About the Presentation

There are only two cases when strategy is not important, you have no competition or you don’t care if you lose. Neither applies to us. We have competition and we want to win. Winning requires both strategy and execution. I believe this topic, while frequently discussed is usually over complicated and misunderstood. Focusing on the critical elements of what creates a right to win and what does not as well as consistent measurement, feedback and execution gives a company it’s best chance to win.

Key Takeaways:

The non-negotiables for a good strategy
The right clear , concise and quantified objectives
Understanding of how the company creates advantages and how those advantages translate into value creation
A Framework of principles and constraints with bright lines so we can understand the tradeoffs in our choices and guide us to the right choices
Alignment of Management, BOD and shareholders on the strategy

Emphasis on execution of your strategy
Keeping the team aligned and focused
Quantify everything
The importance of putting runs on the board

WATCH NOW: Strategy Execution and the case for Continuous Business Transformation

Presented by Attila Dobai, Head of Strategy and Innovation, Avis Budget Group

BTOES - 'Design Thinking Creates World Class Leaders'

charlotte.kelly@proqis.com (BTOES Insights Official) — Sat, 15 Feb 2020 13:00:00 GMT

WATCH NOW: 'Design Thinking Creates World Class Leaders'

Presented by Kyle Koszuta & Karen Tilstra, Co- Founder - Florida Hospital Innovation Lab (FHIL)

Dan Cockerell discusses his challenges and key tips in order to provide an excellent customer service after 26 years at Magic Kingdom Walt Disney World® Resort.

Key Learnings from 26 Years at Disney's Magic Kingdom - Dan Cockerel Vice President (Retired & Inspired)

charlotte.kelly@proqis.com (BTOES Insights Official) — Tue, 11 Feb 2020 11:30:00 GMT

WATCH NOW: Utilizing Voice of the Customer with Operational Excellence to Deliver Superior Customer Service

Key Learnings from 26 Years at Disney's Magic Kingdom - Dan Cockerel Vice President (Retired & Inspired)

charlotte.kelly@proqis.com (BTOES Insights Official) — Thu, 06 Feb 2020 10:30:00 GMT

WATCH NOW: Utilizing Voice of the Customer with Operational Excellence to Deliver Superior Customer Service

2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 06 Jan 2020 10:30:00 GMT

Read this article about Refinitiv, one of our finalists, in the category Best Achievement in Operational Excellence to deliver Digital Transformation, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Sun, 05 Jan 2020 10:30:00 GMT

BTOES Presentation: Key Learnings from 26 Years at Disney's Magic Kingdom - Dan Cockerell Vice President (Retired & Inspired)

charlotte.kelly@proqis.com (BTOES Insights Official) — Wed, 20 Nov 2019 13:43:12 GMT

About the Presentation

2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Fri, 04 Oct 2019 11:00:00 GMT

BTOES - SPEAKER SPOTLIGHT: Building Customer-Centric Metrics

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 16 Sep 2019 11:00:00 GMT

Courtesy of H&R Block, Matt Hansen wrote a synopsis of his speaking session discussing 'Building Customer-Centric Metrics'.

2019 AWARD FINALIST SPOTLIGHT: JR Automation - Finalist in the Operational Excellence to deliver Business Transformation Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Sun, 01 Sep 2019 13:00:00 GMT

Read this article about JR Automation, one of our finalists, in the category Best Achievement in Operational Excellence to deliver Business Transformation, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

2019 AWARD FINALIST SPOTLIGHT: VMware - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 15 Jul 2019 11:00:00 GMT

Read this article about VMware, one of our finalists, in the category Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

2019 AWARD FINALIST SPOTLIGHT: IBM - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Fri, 12 Jul 2019 11:00:00 GMT

Read this article about IBM, one of our finalists, in the category Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

BTOES - SPEAKER SPOTLIGHT: Building Customer-Centric Metrics

charlotte.kelly@proqis.com (BTOES Insights Official) — Sat, 15 Jun 2019 13:00:00 GMT

Courtesy of H&R Block, Matt Hansen wrote a synopsis of his speaking session discussing 'Building Customer-Centric Metrics'.

2019 AWARD FINALIST SPOTLIGHT: University Health Network - Finalist in the Data Analytics enabling Operational Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Wed, 15 May 2019 11:00:00 GMT

Read this article about University Health Network, one of our finalists, in the category Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

2019 AWARD FINALIST SPOTLIGHT: MetLife - Finalist in the Data Analytics enabling Operational Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Sun, 12 May 2019 13:00:00 GMT

2019 AWARD FINALIST SPOTLIGHT: Etech Global Services - Finalist in the Data Analytics enabling Operational Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 06 May 2019 11:00:00 GMT

2019 AWARD FINALIST SPOTLIGHT: Cognizant Technology Solutions - Finalist in the Data Analytics enabling Operational Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Thu, 02 May 2019 11:00:00 GMT

2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Sat, 30 Mar 2019 13:00:00 GMT

2019 AWARD FINALIST SPOTLIGHT: Citibank - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 11 Mar 2019 14:56:09 GMT

Read this article about Citibank, one of our finalists, in the category Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 11 Mar 2019 13:27:20 GMT

2019 AWARD FINALIST SPOTLIGHT: JR Automation - Finalist in the Operational Excellence to deliver Business Transformation Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 11 Mar 2019 12:18:19 GMT

2019 AWARD FINALIST SPOTLIGHT: Bank of America - Finalist in the Operational Excellence to deliver Digital Transformation Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 11 Mar 2019 11:51:58 GMT

Read this article about Bank of America, one of our finalists, in the category Best Achievement in Operational Excellence to deliver Digital Transformation, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

2019 AWARD FINALIST SPOTLIGHT: PolyOne Corporation - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 11 Mar 2019 11:50:27 GMT

Read this article about PolyOne Corporation, one of our finalists, in the category Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

2019 AWARD FINALIST SPOTLIGHT: VMware - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 11 Mar 2019 11:47:03 GMT

2019 AWARD FINALIST SPOTLIGHT: IBM - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 11 Mar 2019 11:42:33 GMT

BTOES - SPEAKER SPOTLIGHT: Building Customer-Centric Metrics

charlotte.kelly@proqis.com (BTOES Insights Official) — Wed, 06 Mar 2019 12:44:38 GMT

Courtesy of H&R Block, Matt Hansen wrote a synopsis of his speaking session discussing 'Building Customer-Centric Metrics'.

2019 AWARD FINALIST SPOTLIGHT: University Health Network - Finalist in the Data Analytics enabling Operational Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Tue, 05 Mar 2019 09:08:18 GMT

2019 AWARD FINALIST SPOTLIGHT: MetLife - Finalist in the Data Analytics enabling Operational Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Tue, 05 Mar 2019 09:00:09 GMT

2019 AWARD FINALIST SPOTLIGHT: Etech Global Services - Finalist in the Data Analytics enabling Operational Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Tue, 05 Mar 2019 08:50:29 GMT

2019 AWARD FINALIST SPOTLIGHT: Cognizant Technology Solutions - Finalist in the Data Analytics enabling Operational Excellence Category

charlotte.kelly@proqis.com (BTOES Insights Official) — Tue, 05 Mar 2019 08:47:34 GMT

ARTICLE: Silicon-Based Life Forms & Customer Service: My Interview With a Robot

igotts@q9elements.com (Ian Gotts) — Sat, 02 Mar 2019 12:00:00 GMT

A serial entrepreneur, Ian Gotts is CEO and founder of Q9 Elements. Elements is a freemium cloud process knowledge app - "visio on steroids". It is the first choice for process professionals embarking on business transformation, Salesforce implementation or regulatory governance. You can learn about Q9 Elements here, or keep updated with Ian’s work here.

BTOES AWARDS CASE STUDY: Operational Excellence Award Winner Wipro

charlotte.kelly@proqis.com (BTOES Insights Official) — Wed, 02 Jan 2019 12:00:00 GMT

Wipro delivers IT Services, Business and Technology Consulting, IT Outsourcing and System Integration services & solutions on a global scale.

BTOES EXCLUSIVE VIDEO: Utilizing Voice of the Customer with Operational Excellence to Deliver Superior Customer Service, Kaiser Permanente

charlotte.kelly@proqis.com (BTOES Insights Official) — Wed, 04 Jul 2018 10:06:53 GMT

WATCH NOW: Utilizing Voice of the Customer with Operational Excellence to Deliver Superior Customer Service

BTOES AWARDS CASE STUDY: Operational Excellence Award Winner Wipro

charlotte.kelly@proqis.com (BTOES Insights Official) — Fri, 01 Jun 2018 09:56:12 GMT

Wipro delivers IT Services, Business and Technology Consulting, IT Outsourcing and System Integration services & solutions on a global scale.

Customer Experience Lessons Straight from the Toilets of Singapore Airport -

vbkarthik123@yahoo.com (Balakarthik Venkataramanan) — Sat, 05 May 2018 10:30:00 GMT

I am a frequent visitor to Singapore but for this time around, it was just a 45 minutes transit at the Singapore Changi airport and I was NOT looking forward to it. Especially after missing my flight from Seoul to Kuala Lumpur (my final destination) because of the flight delays at Detroit (my origin) and then staying at the Seoul transit hotel for 9 hours.

Devender Malhotra, Operational Excellence Deployment Leader of the Year 2017

charlotte.kelly@proqis.com (Charlotte Kelly) — Mon, 29 Jan 2018 15:13:00 GMT

Devender Malhotra, Operational Excellence Deployment Leader of the Year

The Customer Experience Strategy: What Is It Really?

cmajewski@trilixtech.com (Dana McInnis) — Fri, 19 Jan 2018 15:30:00 GMT

What exactly is a 'Customer Experience Strategy'?

I hate to complain. Really, I do.

What do Digital Customer Experience Transformation and Obesity Have in Common?

janne@ohtonen.fi (Dr. Janne Ohtonen) — Mon, 06 Nov 2017 18:08:54 GMT

94% of companies fail at Digital Transformation.

The New Year is long gone. So, are those promises to lose weight this year, too? We surveyed communication service providers on digital transformation and noticed that there are surprisingly many commonalities between losing weight and digital customer experience transformation. So despite the comparison been somewhat tongue in cheek it deadly serious for all involved.

Six Actions for success with Customer-Driven Business Transformation

andrew@spanyi.com (Andrew Spanyi) — Mon, 16 Oct 2017 23:30:00 GMT

There’s been a lot of rhetoric around Customer Experience driving successful Business Transformation.

Several leading consulting companies including Accenture, KPMG, and McKinsey as well as some highly respected academics have argued that customer experience is at the heart of business transformation.

Thou Shalt Not Reform: The Digital Transformation Commandment Crippling Organisations

joanne@digitaltraining.ie (Joanne Sweeney-Burke) — Fri, 29 Sep 2017 14:51:35 GMT

Companies that discount digital transformation do so at their peril. In my experience, the digital dilemmas paralysing boardrooms are the very same dilemmas inspiring agile enterprises.

Larger organisations are finding it more difficult to reform, with CEOs not understanding the value of digital transformation, and so feeling ill-equipped to trigger the reform button. On the other hand, smaller, more agile enterprises are braver and bolder, with an acute awareness that survival of the fittest means those that can adapt quickest.

EXCLUSIVE VIDEO: Increasing Customer Satisfaction by Mapping the Customer Journey to Delivering Superior Service, Coca-Cola

charlotte.kelly@proqis.com (BTOES Insights Official) — Mon, 25 Sep 2017 14:02:00 GMT

WATCH NOW: Increasing Customer Satisfaction by Mapping the Customer Journey to Delivering Superior Service, Coca-Cola

EXCLUSIVE VIDEO: Architect Your Business for NextGen Customer Experiences

charlotte.kelly@proqis.com (BTOES Insights Official) — Tue, 19 Sep 2017 14:02:00 GMT

WATCH NOW: Architect Your Business for NextGen Customer Experiences

EXCLUSIVE VIDEO: Building Solutions that Transform the Business -- and the Customer Experience

charlotte.kelly@proqis.com (BTOES Insights Official) — Fri, 08 Sep 2017 14:02:00 GMT

WATCH NOW: Successfully Managing Compliance with Operational Excellence and Process Automation

Improving Operational Throughput for Patient Experience Excellence

charlotte.kelly@proqis.com (BTOES Insights Official) — Thu, 07 Sep 2017 21:00:37 GMT

Chuck DeBusk is Vice President; Performance & Process Improvement for UHS of Delaware, a subsidiary of Universal Health Services, Inc. - You can hear more about his experience in providing an excellent patient experience here.

EXCLUSIVE VIDEO: Using All Virtual Blended Learning to Accelerate Culture Change, OpusWorks

charlotte.kelly@proqis.com (BTOES Insights Official) — Wed, 06 Sep 2017 14:02:00 GMT

WATCH NOW: Using All Virtual Blended Learning to Accelerate Culture Change

EXCLUSIVE VIDEO: How an Operational Excellence Culture can be your Company’s Biggest Success Factor

charlotte.kelly@proqis.com (BTOES Insights Official) — Tue, 22 Aug 2017 14:02:00 GMT