Sat.Oct 13, 2018 - Fri.Oct 19, 2018

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Transforming the Customer Experience and Great Customer Service: A Frontline Festival

Let's Grow Leaders

Welcome to the Let’s Grow Leaders Frontline Festival on customer service. We asked thought leaders from around the world to share their very best post on these topics. Thanks to Joy and Tom Guthrie of Vizwerx Group for the great pic and to all our […]. The post Transforming the Customer Experience and Great Customer Service: A Frontline Festival appeared first on Let's Grow Leaders.

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The Skills to Include on a Resume -- and the Ones to Leave Out

On The Job

There’s a famous line from the 1967 movie Cool Hand Luke that says: “What we’ve got here is a failure to communicate.” Fast forward to 2018 and that line could apply to the disconnect between jobseekers and employers. Jobseekers often put a lot of time and effort into their resumes, extensively noting skills acquired via work experience and education.

Education 100
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Digital strategy: The four fights you have to win

McKinsey

Yesterday’s tentative approaches won’t deliver; you need absolute clarity about digital’s demands, galvanized leadership, unparalleled agility, and the resolve to bet boldly.

Strategy 112
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There's No Such Thing as Difficult People

Strategy+Business

A shift in mind-set can enable us to improve our working relationships with those we struggle with.

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HIA Technologies Turns a New Chapter in Professional Development and Training

HIA Technologies announces the launch of Qvio™️ - transforming video engagement with two-way interactivity. With Qvio viewers can ask questions and get instant answers from the content owner's Author-Controlled AI™️.

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How to Ensure Your Business Storytelling Makes an Impact

Let's Grow Leaders

If you’re using business storytelling regularly, how do you assess the impact? How do you ensure you craft the very best stories that leave your audience not only inspired, but with an inkling of what to do next? There’s no question, stories […]. The post How to Ensure Your Business Storytelling Makes an Impact appeared first on Let's Grow Leaders.

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Cracking down on government fraud with data analytics

McKinsey

New data tools are giving government agencies the upper hand in taming fraud, waste, and abuse. Lessons from scaled approaches show how to capture the hundreds of billions of dollars at stake.

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How Financial Institutions Can Put Risk Management Back in the Driver's Seat

Strategy+Business

Although beefing up risk detection and management practices has improved banks' ability to oversee and refine important elements, the approach has kicked the actual risk takers involved in day-to-day business out of the driver's seat. Here's how to fix that.

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The promise and challenge of the age of artificial intelligence

McKinsey

AI promises considerable economic benefits, even as it disrupts the world of work. These three priorities will help achieve good outcomes.

IT 111
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How developing economies can get more out of their infrastructure budgets

McKinsey

Governments in developing economies often lack the capacity to conduct thorough reviews of proposed capital projects. A streamlined approach can identify those ready for funding.

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The Ultimate LMS Buyer’s Guide: Everything You Need to Know When Purchasing an LMS

Whether you’re shopping for your very first learning management system (LMS) or looking to upgrade, the process can be overwhelming. With so many vendor options, each with its own multitude of features and pricing structures, even the most seasoned educators, trainers, and business leaders can feel lost in a sea of choices! Finding the LMS that’s best suited for your organization requires a planned, strategic approach.

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Analytics and automation in telcos: An interview with Nokia’s VP of global service delivery

McKinsey

Digital operating models and new data-driven tools can not only deliver value to customers but can also help keep operators’ own houses in order.

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How the global supply landscape for meat protein will evolve

McKinsey

Changes in global meat consumption will be driven by local growth patterns. But opportunities still abound for companies that master the tools to understand the market’s shifting dynamics.

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Seven rules to crack the code on revenue synergies in M&A

McKinsey

Companies pursuing revenue synergies can’t take them for granted. Leaders need a clear grasp of where those synergies lie—and the persistence to capture them.

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Building an effective analytics organization

McKinsey

To maximize the potential of advanced analytics, banks and payments providers need to design an organizational structure that supports the mission.

Banking 99
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Taking the measure of product development

McKinsey

Is the way you measure product-development performance harming your company’s health? New research suggests that it might be.

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Designing a data transformation that delivers value right from the start

McKinsey

While most companies understand the importance of analytics, fewer than 20 percent have maximized the potential and implemented AA at scale.

84
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How competition is driving AI's rapid adoption

McKinsey

Even if a technology race develops, some companies will adopt rapidly, but others less so—and the benefits of AI will vary accordingly, write Jacques Bughin and Jeongmin Seong in Harvard Business Review.

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The Operations 4.0 podcast: More technology, more human

McKinsey

Operations 4.0 builds on technology to deliver major productivity and performance improvement. But human beings are at least as important for sustained Ops 4.0 success.

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eWOW 2023 Virtual Summit #OwnYourGrowth

At eWOW, we are all about holistic growth – personal and professional. Growth that goes beyond a job title and paycheck. This year, eWOW 2023 virtual summit focuses on owning your growth – an action plan that will help you chart your path to success that is unique to you.

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A decade after the crisis, it’s a different world

McKinsey

Back in 2008, we learned the hard way that good times can morph into bad times before most of us realize what’s happening. Where are we now?

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From start-up to scale: A conversation with Box CEO Aaron Levie

McKinsey

The cloud-service cofounder and CEO talks about innovation, disruption, and harnessing the next big thing.

91
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Developing tomorrow’s leaders in life sciences

McKinsey

In a sector undergoing unprecedented change, five muscles will define the successful leaders of the future.

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Laying the foundation for success in the connected-building era

McKinsey

Connected buildings could introduce a new way of working. Here’s what it will take for them to become mainstream.

IT 84
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Cancel Quiet Quitting: Detoxing Corporate Culture & Engaging Top Talent

Speaker: Jennifer Brick, Career Strategist and Author

Your employees have checked out. The last few years have been a wild ride, with countless changes to how we work and our workplace cultures, like the sudden shift to remote work, the return to office, and trends like quiet quitting. With productivity, profitability, and your employer brand on the line, leadership is turning to HR to engage employees and recreate your culture in different working models.

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Marrying artificial intelligence and the sustainable development goals: The global economic impact of AI

McKinsey

Handled well, AI could lead to a virtuous cycle of higher productivity, income growth, and demand that can create more jobs and prosperity, writes Jacques Bughin in ITU News.

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How to avoid the three common execution pitfalls that derail automation programs

McKinsey

Automation has great potential to create value—but only for businesses that carefully design and execute it.

IT 84
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Using analytics to increase satisfaction, efficiency, and revenue in customer service

McKinsey

Payments providers that adopt advanced analytics to develop integrated approaches to customer service are seeing significant improvements.

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European Private Banking in 2018: Running for scale

McKinsey

Favorable market returns helped to build up Western European private banking profit pools in 2017, but banks need to assert more control over their profit growth.

Banking 62
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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.