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©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
GLENN PRICESENIOR VICE PRESIDENTTELETECH CONSULTING
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
LOYAL BECAUSE OF THE
RELATIONSHIP
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
CONSUMERS ARE GETTING MORE
PROMISCUOUS
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
YOU CANNOT INCENTIVISE OR BRIBE
TRUE LOYALTY
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
MOST ORGANISATIONS
Enable & Execute
Set Direction
it was clear that most organisations tend to jump straight from strategy to execution …
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
MISS VITAL COMPONENTS OF FOCUS
Enable & Execute
Set Direction
… and in doing so missed vital components of exceptional execution and high performance
Engage & Excite
Sustain Momentum
The missing piece is engaging and exciting
people prior to executing.
Then the execution sticks as people are receptive to focus areas identified in
your strategy.
Sustaining this change is vital. The
goal isn’t the creation of a plan, it’s the results obtained.
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
AS CX LEADERS WE NEED A STRATEGY
FOR OUR STRATEGY
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
DRIVERS OF CX EXECUTIONVision
Strategy
Assessment
Believability
Desirability
Action Roadmap
Capability Development
Process & Technology
Energy & Visibility
Accountability
Cre
ate
Con
text
Driv
e P
erfo
rman
ce
SetDirection
Engage& Excite
Enable &Execute
SustainMomentum
Rat
iona
lR
atio
nal
Em
otio
nal
Em
otio
nal
Communication
Continuous Improvement
The 12 baseline leadership activities that position you & your organisation to move from strategy creation to realisation as quickly as possible.
In other words execution & engagement.
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
DRIVERS OF CX EXECUTIONVision
Strategy
Assessment
Believability
Desirability
Action Roadmap
Capability Development
Process & Technology
Energy & Visibility
Accountability
Cre
ate
Con
text
Driv
e P
erfo
rman
ce
SetDirection
Engage& Excite
Enable &Execute
SustainMomentum
Rat
iona
lR
atio
nal
Em
otio
nal
Em
otio
nal
Communication
Continuous Improvement
COMMITMENT TO THE CUSTOMER
VISION FOCUSALIGNMENT
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
DRIVERS OF CX EXECUTIONVision
Strategy
Assessment
Believability
Desirability
Action Roadmap
Capability Development
Process & Technology
Energy & Visibility
Accountability
Cre
ate
Con
text
Driv
e P
erfo
rman
ce
SetDirection
Engage& Excite
Enable &Execute
SustainMomentum
Rat
iona
lR
atio
nal
Em
otio
nal
Em
otio
nal
Communication
Continuous Improvement
EMPLOYEE LOYALTY
ADVOCACY EXTRAEFFORT
LOYALTY
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
DRIVERS OF CX EXECUTIONVision
Strategy
Assessment
Believability
Desirability
Action Roadmap
Capability Development
Process & Technology
Energy & Visibility
Accountability
Cre
ate
Con
text
Driv
e P
erfo
rman
ce
SetDirection
Engage& Excite
Enable &Execute
SustainMomentum
Rat
iona
lR
atio
nal
Em
otio
nal
Em
otio
nal
Communication
Continuous Improvement
RIGHT PEOPLERIGHT SKILLSET & MINDSET
USING THE RIGHT TECHNOLOGYIN THE RIGHT WAY
PRIORITISEDACTIONS
SKILLSET &MINDSET
PROCESS &TECH
REFRESH
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
DRIVERS OF CX EXECUTIONVision
Strategy
Assessment
Believability
Desirability
Action Roadmap
Capability Development
Process & Technology
Energy & Visibility
Accountability
Cre
ate
Con
text
Driv
e P
erfo
rman
ce
SetDirection
Engage& Excite
Enable &Execute
SustainMomentum
Rat
iona
lR
atio
nal
Em
otio
nal
Em
otio
nal
Communication
Continuous Improvement
EFFECTIVE ROI & A STRONGER BRAND
RELATIONSHIP
MEASURE &MANAGE INNOVATION
WINLEARN
CHANGE
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
CUSTOMER LOYALTY IS DRIVEN BY
EMPLOYEE LOYALTY
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
LOYALTY REQUIRES A RELATIONSHIP.WE ARE PROMISCIOUS.
YOU CANNOT BRIBE TRUE LOYALTY.CUSTOMER LOYALTY IS DRIVEN BY EMPLOYEE LOYALTY.
AND THAT IS DRIVEN BY YOU.
SO MAYBE YOUR STRATEGY NEEDS A STRATEGY.
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
©2014 TeleTech Holdings, Inc. Confidential and ProprietaryCSS Europe Mustard Day / August 2016 / GP
GLENN PRICESENIOR VICE PRESIDENTTELETECH CONSULTING