Vision - Mission - Values

Leading Customer-Centric Change

Use storytelling techniques to gain top-level buy-in and support for VoC-driven process improvements.

Strategy Vision - Mission - Values

Lost in the Labyrinth: Brand Energy Power and Vision Clarity

Engage the workforce in fueling the brand to change internal conversations and get the energy flowing in the right direction.

Strategy Vision - Mission - Values

Lost in the Labyrinth: Visionary or Radical?

Unfortunately, as long as the C-level talks about customer experience and the contact center talks about erlangs, not much more progress can be made.

Strategy Vision - Mission - Values

The Value of Executive Management in Customer Service

What is it that gives us the best chance for success? Executives are expected to set the example in modeling excellent customer service behaviors.

Strategy Vision - Mission - Values

The Changing Landscape of Healthcare: The Contact Center as Strategic Asset

The challenge is that contact centers in healthcare have emerged somewhat haphazardly. Think of it as evolution by default rather than by design.

Strategy Vision - Mission - Values

Leading with Heart

How culture and vision energize the SolarCity experience.

Strategy Vision - Mission - Values Strategic management


Gartner Critical Capabilities