eccci summit barcelona 27112014 silvana buljan

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Customer Centric Talent

Management as Driver of Customer

Experience

Excellence in Contact Centers & Customer Interaction Summit

Barcelona

27th of November 2014

Silvana Buljan

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Our CCM approach

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The Top 10 priorities

of CE Managers in

2015

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Source: Customer Management Exchange Network, 2014

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Emotional

Engagement!

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6

What emotionsdo to us …

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8

Engaging with

Customers and

Employees

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9

CASE #1

LUFTHANSA

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10

CASE #2

VIRGIN GROUP

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11

Employees as

experience

creators

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12

The key: employee

engagement

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What is said…

What is lived….

The customer is in the center of business

Painful contradictions

What is done…

The result:

*87% of

employees are

not committed

…

*Source: GALUP 2014

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14

The method: customer centric

talent

management

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CC TALENT

ABSENT

CORPORATE

PERSONAL

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16

BABY BOOMERS

-EXPERTS

GENERATION X

-POWER OF CHANGE

GENERATION Y

-INNOVATION

1940-60 1960-80 1980-

MENTORING CHANGE TEAMS INNOVATION

CC TALENT:

THE CHANGE AGENTS

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17

WE CAN ALL BE HOSTS…

…who are happy when perfectly serving

others and creating memorable experiences

- Training

- Follow-Up

- Brain Gym

Teams

- Training

- Coaching

- Mentoring

Leaders

CORPORATE AND PERSONAL:

TRAINING AND MENTORING

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WE ALL CARE ABOUT OUR IMAGE AND

WANT TO FEEL APPRECIATED…

…if we feel comfortable in our environment

and working climate

Managingressentiments:

- internalconversations

RetainTALENT

Managingpersonal change:

- Coaching

AdaptTALENT

ABSENT:

THE TRUE CHALLENGE

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19

Employee

Engagement starts

with listening and it

never ends…

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Thank you

very much!

Offices:

• Madrid

• Munich

• Lisbon

s.buljan@buljanandpartners.com

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