“Raise the BAR” with TSI’s Business Advisory Retainer Services (BAR)
What would you do with one free day of expert consulting assistance?
What if you had immediate access to top notch external business and technical talent? What would you have them do? Would you have them…
- Conduct a health check on a key project?
- Facilitate a process improvement session to address nagging performance issues?
- Perform a walk through at a site or store to identify opportunities for improvement?
- Interview customers, suppliers or employees to obtain critical feedback?
- Analyze working capital or operating expenses for cash flow improvement opportunities?
- Facilitate a key meeting or session?
- Test internal controls?
- Cycle count inventory?
- Gather independent research to support a product launch or key business strategy?
- Participate on a special project?
TSI has developed its Business Advisory Retainer Services (BAR) to assist organizations like yours, especially start-ups and high-growth companies, get the talent and help they need for a fraction of the cost of full time resources. To request a free day of assistance* and learn more about how you can “Raise the BAR,” visit our Business Advisory Retainer Services page, or contact TSI at tsi@transforming.com.
*Free day of assistance subject to capacity and availability of TSI resources
Customer
Experience
Madness
(A Customer Experience (CX) Update) from Dan Feely
TSI held its first CX Training workshop of 2017 on February 15th, downtown Chicago, with some highly-engaged senior leaders from financial services, high technology, construction services and higher education sectors. The diversity of participants added to the discussions as we had a chance to learn new CX analysis tools, and apply these tools in a manner that will have an impact on each of these organizations.
Here are some interesting takeaways from our day together:
- Many organizations confuse CX with simply having some type of a rewards or loyalty program
- At times, too much emphasis is placed on the digital aspect of a CX (or looking only at the UX – user experience when using a website or application)
- Organizations see real value and benefit in pursuing CX in a very intentional manner; in fact, many feel that this can be a significant differentiator in their industry
- Participants do NOT feel that this is a trend that only pertains to retail or hospitality
- Some have some done some rudimentary journey mapping; others are using TSI’s tools as their first attempt at CX improvement
- Most on concerned with the impact this work will have on their culture and how culture may need to change to enable a better CX.
According to Gartner, CX Management is “Customer experience management is the practice of designing and reacting to customer interactions.” Beyond TSI’s research and training workshop, we continue to monitor a variety of good sources of research for updates in this area. Here are a few for you to check out:
- “Do You Really Want to Create a Frictionless Customer Experience?” By Adrian Swinscoe
- “Customers Don’t Buy Products and Services – They Buy Experiences” By Ross Beard
If you have come across some insightful research or whitepapers, please share them with us and we will include it in our next newsletter.
Lastly, back to CX training, TSI plans to hold our One-day CX training workshop every three months. If you are interested in one of our upcoming workshops in May, August or November, please contact us at TSI@transforming.com, or visit our Customer Experience and Process Improvement page for more information.
Here Come the Digital Employees – 5 Things you Should Know About Robotic Process Automation (RPA)
RPA has created quite a stir recently in terms of the potential impact on real people and their jobs. McKinsey estimates that 49% of time spent on work activities, or the equivalent of 1.1 billion jobs, could be automated using current technology. Forrester predicts that by 2019, “one-quarter of all job tasks will be offloaded to software robots, physical robots, or customer self-service automation.”
What does this all mean for workers and companies who want to thrive and stay competitive?
Visit our website to read more about Robotic Process Automation (RPA).
