Interviews with Industry Leaders
Digital technologies are causing a revolution in Business Process Management (BPM), making it a must-consider for any operational excellence professional. BPM is a discipline that helps companies monitor, manage and optimize their process performance through specially designed IT applications.
We spoke to Operational Excellence professionals Dr. Cindy Young, Program Manager at McKean Defense and Mikael Scott, Senior Product Manager at Amazon, to see whether they rely on people or process most to transform their organizations and help reach new levels of customer-centricity.
The PEX Network caught up with key speaker at OPEX Week Summer 2016 in California, Kurt Knoth, Vice President of Performance Improvement, Spectrum Health to discuss the challenges and opportunities of moving from a cost-centric to a patient-centric performance improvement and quality measurement strategy.
Download the full interview to find out more from Kurt.
At OPEX Week 2016, California we interviewed Robert Quinn, Senior Director Process Excellence, American Water on how Process Excellence is supporting the Customer Experience and how American Water is leveraging the Voice of the Customer to achieve customer centricity.
Robert shares his views on why customer experience is so important to American water and how they ensure excellent customer service:
- Our customers need us at emotional times in their lives and we want to get it right and build positive journeys right from the start
- The customer expectation is shifting with each interaction they have with high quality service companies
- By working to improve and sustain each customer journey, we build to an overall customer experience that exceeds expectations. When we exceed expectations we raise the level of trust with our customers.
Martin Ford – author of Rise of the Robots: Technology and the Threat of a Jobless Future – warns that artificial intelligence is poised to revolutionize the workplace.
Download the full interview.