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Day: October 12, 2021

Using Personas to Manage Change

Using Personas to Manage Change

With every project we undertake, some sort of change will be required in the organization. For example, it could be a small change, such as a new field to use, or another option in the range of options. However, many of our projects introduce larger changes, from new software or processes, mostly like both new […]

Agile This! – Scaling Agile for a BIG Project

Agile This! – Scaling Agile for a BIG Project Success: Triumphant Leap at Sunset

For several years, I’ve worked with a Financial Services client that offers consumer and commercial credit to customers world-wide. In 2016, they decided that they needed to transform their credit ecosystem to meet changing market and legal demands. This involved a complete rebuild of the credit adjudication platform in the US as well as rolling […]

Support Teams of the Future

Support Teams of the Future

Support teams of the future are tightly integrated with Marketing and Sales.  Data is the glue that binds the three functional areas together.  The integration of Support with other customer facing functionality is a logical extension of the drive to deliver a great Customer Experience.  Most customer interactions with support are caused by a problem […]