Applying BoK to client and employee experience
[...]identifying and addressing pervasive systemic issues from client feedback is a challenge for CX teams. [...]client experience is a team sport and leadership needs to set the right tone by creating a culture that focuses on feedback rather than the metric itself. ISEs are primed to take a leader...
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| Veröffentlicht in: | ISE ; Industrial and Systems Engineering at Work 2020-03, Vol.52 (3), p.26-26 |
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| container_title | ISE ; Industrial and Systems Engineering at Work |
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| creator | Ramakrishnan, Sreekanth |
| description | [...]identifying and addressing pervasive systemic issues from client feedback is a challenge for CX teams. [...]client experience is a team sport and leadership needs to set the right tone by creating a culture that focuses on feedback rather than the metric itself. ISEs are primed to take a leadership role as our skills blend rational problem-solving skills with interpersonal skills (listening, differing) - a recipe critical for sustaining any transformation effort. ♦♦♦ Sreekanth Ramakrishnan, Ph.D, is the senior technical staff member at IBM Corp. and leads the CX program for systems. |
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| fulltext | fulltext |
| identifier | ISSN: 2471-9579 |
| ispartof | ISE ; Industrial and Systems Engineering at Work, 2020-03, Vol.52 (3), p.26-26 |
| issn | 2471-9579 |
| language | eng |
| recordid | cdi_proquest_reports_2403311039 |
| source | Business Source Complete |
| subjects | Artificial intelligence Corporate culture Feedback Leadership Operations management Skills Teams |
| title | Applying BoK to client and employee experience |
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