Service Transformation: Reinventing service for clients and employees
Our hosts share their practical experience and guidance, along with industry professionals and other servicing leaders to share insights for those who want to get serious about transforming their servicing operations. Listeners will leave every episode with practical guidance and leadership lessons they can directly apply to their work.
Episodes
In this season finale, we're using our trusted 5-point framework as a guide to share the most impactful messages and themes that have resonated throughout our conversations. From the power of curiosity to fostering robust partnerships between engineering and business teams, we're unpacking key takeaways that we hope will leave you inspired and eager to revisit those topics that caught your attention.
A huge thank you to our amazing...
Join us as we discuss service transformation with Srinivas Sarathy, an expert in infrastructure and cloud technology. Discover the importance of maintaining stability and reliability in your current services while driving innovation. He shares invaluable insights on the importance of providing the right care for your systems to achieve the stability needed for a successful transformation. Uncover the emphasis on understanding custo...
In this episode, we delve into the dynamic leadership journey of Lori Massey Brissette, a multifaceted professional with over two decades of experience as an attorney, senior executive, and mediator. Affectionately known as the "Texas Tornado," Lori's leadership style pushes boundaries, driving teams toward success even amidst perceived chaos.
We explore her holistic definition of service, hear why she feels that it's important ...
In this insightful podcast episode, Chris dives into the pivotal role that understanding technology system boundaries and streamlining processes play in supporting a service transformation. He emphasizes the significance of continuous improvement, shedding light on often overlooked aspects such as simplifying products and eliminating low-value features.
Moreover, our discussion extends into the realm of DevOps, where we explore the...
In this episode, hosts Will Lombardi and Fred Jambukeswaran engage with guest Tara Schwegler, Ph.D., an anthropologist, author, professor, and entrepreneur on the pivotal role of culture, curiosity, and empathy in driving an effective service transformation.
The discussion underscores the need for leaders to understand and address employees' concerns during transformation initiatives. Tara shares examples of how curiosity and empa...
Join us in this episode as we explore practical strategies for sustainable evolution within service systems, and hear Phil discuss the importance of “stop starting and start finishing”. We'll navigate the terrain of avoiding massive transformations by continuously nourishing and maintaining systems, staying aligned with technological advancements and evolving business requirements.
Delve into the critical role of collaboration betw...
Join in on an insightful and engaging conversation with Yhanira Adan, an MIT graduate boasting over two decades of experience in the Insurance and Technology sectors. She’s currently at the helm of her consulting firm where with the help of a team of talented advisors she specializes in aiding companies through transformation initiatives. You’ll hear why understanding and optimizing your business processes is fundamental to driving...
In this episode, Richard Dalton, Head of Consumer Design at Verizon, discusses how businesses can revamp their services with a human-centric approach. From handling customer interactions to tackling high costs, Richard emphasizes the importance of putting customers and employees at the forefront. He shares insights on the interconnection between the customer and employee experience and how driving thoughtful improvements can be a c...
Join hosts Wil Lombardi and Fred Jambukeswaran in a dynamic conversation with CEO Jerry Pierson. Explore the art of assembling high-performing teams, rebuilding trust through transparency, and driving fast, responsive service. Gain transformative insights into how Jerry uses his role as CEO to motivate and propel his team to win in a competitive environment.
Dynamic Entertainment is known for creating the world's most innovative ri...
In this episode, join Wil and Fred as they deep dive into one of the key challenges in service transformation, navigating the delicate balance between business operations and driving impactful change. Gain insights into the pivotal role of fundamentals in supporting transformation, and how neglecting them can hinder your success. Delve into the dynamic interplay of fundamentals, organizational design, and the catalyst for transform...
Our initial episode will introduce you to our hosts, Wil Lombardi and Fred Jambukeswaran, who dive right in with a 5-point framework to help you think about your service transformation, and share 3 common threads they have seen in successful transformations.
You're invited to connect and share your thoughts on the episode, the format or another comments regarding this podcast.
Wil Lombardi https://w...
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