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B2BiQ

Updated 12 days ago

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B2BiQ features personal conversations about the business disciplines of Process Excellence, Shared Services, Customer Experience and Customer Management.

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B2BiQ features personal conversations about the business disciplines of Process Excellence, Shared Services, Customer Experience and Customer Management.

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B2BiQ

Latest release on Apr 01, 2020

All 100 episodes from oldest to newest

CX: David Campos, SertaSimmons

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Apr 01 2020

38mins

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AIIA: AI BFSI Panel

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This BFSI Panel features key industry experts who share their strategies around pushing their organization into the future. They note that the technology available is user-friendly and rarely the barrier to entry. It is the mapping, the process, and post-implementation that makes or breaks a digital transformation. Agile development and change management are both initiatives that work. Automation has the potential to save time, money, and improve the customer experience, but if it isn’t applied in a purposeful way, it is useless. The panelists share their personal journey through transformation, offering insights and advice along the way.

Mar 27 2020

31mins

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PEX: Kristen Workman, Schneider Electric

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Mar 24 2020

22mins

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CX: Fred Reichheld (Employee Engagement)

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Fred Reichheld joins us again, this time to discuss employee engagement. The business benefit to ensuring a positive employee experience is because that translates to a positive customer experience. As Fred discussed last time, a good customer experience means an increase in profit. However, Fred is careful to clearly define what make a good employee experience. Is it lots of vacation time, the ability to shirk difficult customers, and taking on only the best shifts? Of course not, as this would lead to a bad customer experience. Fred instead focuses on “helping your employees lead great lives of meaningful service.” Technology is used as a tool to automate unfulfilling tasks that humans used to be responsible for. In turn, human talent is freed up to inform, innovate, and provide meaningful change to the customer experience. Finally, Fred makes suggestions on to achieve such a lofty goal. Ultimately, Fred says, “I think what inspires people to do their best is when they feel like they are being listened to, they have a voice, and that the team is consistently being put in a position where they can enrich the lives of customers and see that as the core purpose in their work.”

Mar 24 2020

9mins

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AIIA: Max Just/Julie Seitz (Future of Work)

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Max Just is accompanied by a special guest on this episode of Future of Work. Julie Seitz is an expert on all things workspace, which makes her the perfect partner for the topic of—you guessed it—the future of workspaces. While she notes that an enterprise can’t necessarily futureproof themselves in this regard, she encourages them to get out of their insular spaces for the sake of spotting trends in how people are working in universities, airports, etc. Flexibility and simplicity in a workspace make more practical investments than technological ones that will become outdated. Julie also reflects on the evolution of the public school classroom and how examining that process helps illustrate how different generations work differently. Max jumps in with the ah-hah moments he had while working with Julie, including the importance of providing collaborative workspaces for collaborative work. Ultimately, Max and Julie agree: workspaces matter.

Mar 20 2020

12mins

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CX: Fred Reichheld (Customer Centricity)

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Fred Reichheld, the creator of the Net Promoter System (NPS), joins us to discuss the task of building a customer-centric culture. Companies that do the best at enriching the lives of their customers are growing two-and-a-half times faster than their competition. Today, word of mouth and truth spreads like wildfire. The modern enterprise can no longer depend on clever advertising campaigns to mask their shortcomings. Building a customer-first culture isn’t always easy, though. Legacy companies have to fight through their capitalistic pasts. Metrics need to change. Shareholders must get on board with the new nature of business. The Net Promoter Score is successful because it provides data that proves the effectiveness of customer-centricity to the bottom line. It is a modern-day metric that replaces the ones that no longer serve today’s landscape. Fred offers both suggestions and examples on how to successfully pivot to a customer-centric business model during this insightful conversation.

Mar 18 2020

12mins

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PEX: Gary Pilacinski, L.A. Care Health Plan

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Gary Pilacinski, director of business process improvement engineering with LA Care Health Plan, discusses the importance of cultural transformational change. From start-ups to legacy organizations, Gary stresses how critical culture is for the success of an enterprise. One common stumbling block to a successful culture change is a lack of buy-in from the C-suite. Conversely, if upper management sees a need for change but doesn’t effectively implement it, employees who have been with the organization for years—or decades, even—may get stuck in their ways. If that is the case, empowering frontline staff is key. Gary discusses ways to do just that. He also elaborates on how he is working to implement Lean and PI within his organization and how healthcare at large can approach the same issues. Hint: training the trainers is key. Change is uncomfortable. But with transparency, engagement, and most important, keeping the interests of the patient front and center, Gary believes Lean culture transformations are not only possible, but necessary for the success of the healthcare sector and those it serves.

Mar 16 2020

21mins

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AIIA: Roland Haefs, Henkel

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Roland Haefs, with Henkel, discusses enterprise evolution and the shift from having purely transactional relationships to becoming a true business solutions provider. It takes strong leadership and an entrepreneurial spirit to pull off such a transformation, which Roland details. In order to demonstrate his point, Roland lays out Henkel’s approach to the shared services process of master data management. Next, the conversation turns to RPA and AI more specifically, including its role in shared services and how to make sure it is being deployed effectively. Further, Roland discusses Henkel’s four business priorities: fund growth, drive growth, excel at digitalization, and increase agility.

Mar 13 2020

23mins

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CX: Deena John, McDonalds

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McDonald’s senior director of innovation, Deena John, joins us to talk about digital transformation. While definitions vary, Deena describes digital transformation as “transforming through integration of technology” with the goal of generating maximum value for the customer. End-to-end disruption means looking into the future and creating a transformation road map that leads to a new operating model. Deena discusses the differences and similarities between agile and lean, and the iterative process that makes scaling sustainable. Deena frames her key points with specific examples. Next, she asks and answers the question, “In an innovation culture what’s the importance of failing fast?” Ultimately, this insightful conversation with Deena focuses on the future of the enterprise and what needs to happen now to ensure corporations can keep up with the ever-changing landscape that technology brings to business.

Mar 11 2020

21mins

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PEX: Karen Tilstra, Florida Hospital

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Karen Tilstra is the co-founder of the Florida Hospital Innovation Lab. In this conversation, Karen emphasizes the intent of the Innovation Lab, which, not surprisingly, is innovation. However, the process to innovation is often overlooked. Karen describes it as a “multifaceted journey of learning, of discovery, of openness.” In other words, innovation isn’t instantaneous, nor does it happen in a silo. When a brand thinks they know what’s best for their customers—instead of interacting with those customers—it’s often the beginning of the end. Karen details Sears’ downward spiral as an example. Next, Karen questions the value of the typical enterprise growth mentality. Is “grow or die” a myth or a reality? True, meaningful innovation involves the application of certain soft skills that aren’t immediately apparent. Karen drives their importance home in this insightful, outside-of-the-box conversation.

Mar 10 2020

30mins

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