eccci summit barcelona 27112014 silvana buljan
TRANSCRIPT
Copyright ©2014 www.buljanandpartners.com
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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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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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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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Employee
Engagement starts
with listening and it
never ends…
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Thank you
very much!
Offices:
• Madrid
• Munich
• Lisbon
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