Doris Day

On the day parts of the country ground to a halt courtesy of Storm Doris, I took a risk and commuted down to the big smoke. The journey took a little longer than usual but afforded me some delightful conversation with my fellow commuters.

A little wind swept, I joined Wedge and Brian at their Digital Transformation crowd sourcing day. The high level topics were as follows:

  • Levels of digital maturity
  • Engaging your allies
  • Workflow Process Design

There was some great discussions captured throughout the day and i’m looking forward to collaborating with the group on the output.

I then spent the evening with my colleague Dina Vekaria attending our first Culturevist event. Led by Matthew Partovi we discussed the topic “Shifting our team from HR/People/Comms Operations to Employee Experience”. It was clear that almost every conversation i’ve had internally and externally has centered around the employee experience this week. And I seem to be attracting people who are working on the same things as me, which is great because I love sharing ideas and experience.

On reflection this week i’ve made some pretty awesome contacts, caught up with some old connections and immersed myself in some thought provoking articles.

I highly recommend both these articles:

From disrupted to disruptor: Reinventing your business by transforming the core  By Peter Dahlström, Liz Ericson, Somesh Khanna, and Jürgen Meffert

De-mystifying Digital Transformation By Christine Overby

And if like me culture and brand get you out of bed in the morning and you’re interested in spending time with like minded people, who are “turning our brands into movements, by developing our company cultures and energising our customer communities” consider checking out Culturevist’s website and sign yourself up.

 

 

Customer Journey Mapping

Yesterday afternoon I had the pleasure of joining Brilliant Noise  at their customer journey mapping event a full summary can be found here. The event was billed to explore how effective customer journey mapping will:

  • Improve customer experience by identifying creative ideas and improvements to systems or processes.
  • Deliver against your business objectives through targeted, measurable change projects.
  • Constantly improve customers’ journeys with a sustainable improvement programme.
  • Identify the KPIs to evaluate improvements, quality and business outcomes.

Iain Nokes Chief Customer Journey Officer at The Economist led that charge, he’s been working with Brilliant Noise to map The Economist’s customer journey with some great success.

customer_touchpoint

Above is a segment of that map showing just a snippet of the touch points and how they are interconnected. What Ian was sharing made perfect sense but as an internal communicator I couldn’t help wondering if I was in the wrong room and whilst an interesting learning opportunity, was it the best use of my time. Then we got into the weeds and Ian shared his key learnings and my brain kicked into overdrive.

key_learnings

The word hypothesis was mentioned multiple times and it seems to be a word of choice when i’ve been talking to my team this week about where we are going to focus our attention over the coming year. This is important when we look at where we might start, where can we have the biggest impact and what will support our overall strategy and business goals. We need to be able to measure our impact and sometimes starting small has more chance of being a success. Or even just identify activity we can stop doing to create space to do more of the things that do get the cut through we’re hoping for.

Visualisation is critical it makes your strategy come to life, Ian mentioned their map is up on the wall in their office and visual content helps drive the message home. We are currently looking at the channels we use and how we can create great content to share on these channels. But as I listened to his journey I was starting to formulate a version of our employee experience in map form in my own head.

For the second part of the afternoon we broke out into 3 groups and naturally I gravitated to the topic around How the customer journey mapping can support collaboration and culture change. The topic quickly picked up pace and we started to talk about the pain points, in particular when our employees don’t experience the customer journey this can leave them with little empathy for how the customer experiences the brand. And even more challenging is when our employees know and agree that the customer experience needs to change but “the fear” kicks in. Does this mean I will need to do my job differently? will I even have a job? We all shared experiences of back end and front end tensions regarding systems and processes.

So what? My conclusion is that we actually have to look at our own employee journey. Our challenges are very similar and we can take a similar approach to address them. The topic was about the customer experience but if you can’t communicate what that is effectively internally to your employees you have no chance of being able to deliver. Do you make customer experience part of all employees goals for example? However you approach it like all employee communications you need great content delivered through relevant channels.

My takeaways:

  • A new contact who has way more expertise than me on creating great content that I hope to do some knowledge swapping with she’s in the market to learn more about communities.
  • I’m going to map out some of the activity we are reviewing to see what the employee experience looks like with the hope that we can identify quick wins to improve and be more effective in communicating internally.

Definitely a worthwhile afternoon and I’m looking forward to putting some of the ideas into action over the coming weeks.

 

 

 

I’m back…

It has been a while, there was the small matter of growing a baby and then keeping said baby happy for the last 7 months. But yesterday I found myself back in the comfortable saddle of work and it was like i’d never been away. Except I have, and instead of being responsible for one little human I am now responsible for two…

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Whilst on maternity I have had some time to reflect and think. And there has been a lot to think about in 7 short months the UK voted out of Europe, Trump voted in and our news is dominated with the horrors that are still taking place in Syria, Yeomen to name but a few. Some days the world feels like a very scary place, unsafer, more worrying. And I probably do worry a lot more now because I have these two small people to consider.

Communities and social media has played a massive part in the outcomes of some big events and over the course of 2017 we will see and hear more through our mediums of choice. At times i’ve felt incredibly overwhelmed and frustrated and as someone with a huge social  media footprint i’ve found my timelines bombarded with desperation, negativity and anger from all sides of the political spectrum. I’ve seen friends, families and work colleagues fall out as individuals wear their heart on their sleeve when it comes to their political persuasion.

At the beginning of the year I made a resolution of sorts and that was to be more thankful. I wanted to try and cancel out some of the negativity with positivity. I wanted to put it out there to the universe that I am thankful for the big things, the little things and everything in between.

So i’d like to put it out there that I am thankful for meeting some wonderful new people in 2016. One in particular inspired me to explore my creativity and turn on my sewing machine. So when the world outside is feeling all too much I explore a new community i’ve immersed myself in, as I start to get to grips with the basics of sewing and take on some new personal projects.

I am also thankful to be able to get back to a job I enjoy very much and I hope I am able to continue sharing my community experiences with you through 2017.