What has your IT team done to bring customer experience to the forefront of your organization?
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No, but we should49%
No, we don't need it18%
So many improvements in an organization depend on not just talking about change, but actually implementing change - specifically: - improving culture - especially at the individual level around owning and delivering on concrete goals or everyday processes - strong accountability - especially around tasking, outcomes and ownership to get-things-done - rising productivity - especially around digital-first and digitally-savvy behaviors like asynchronous work, and peer-to-peer knowledge transfer - continuous improvement in processes - especially via crowdsourced ideas for improvement becoming adopted by everyone - continuous innovation - especially in a way that's process-driven so that lots of ideas can go through a pre-designed funnel Which of the following are true, in your organization?
Accountability - There's no system for accountability - we just rely on people keeping their word33%
Innovation - There's a structured process to contribute an idea and see the eventual outcome and decisions53%
People - Our company finds it difficult to do any of the above33%
People - Laggards hold things back but certain people and teams make it happen31%
General - We find it difficult to do any of the above15%
IT - We are held back from most of the above by legacy systems and a dependence on IT24%
Processes and Workflow - We've reached a point where email, chat and documentation have been replaced with accountable tasking and repeatable processes17%
Processes and Workflow - We publish processes or documentation and try to keep it up-to-date13%
Something else (comments below)1%