The Hidden Dangers of Focusing Excessively on Operational Efficiency, With Filippo Passerini

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Bringing constant innovation to business processes to weather an incoming disruption involves having an “open market mindset.” An open market mindset ensures that organizations continually question the status quo, take educated risks on business process evolution, and develop contextual intelligence. Yet, efficiency-alone solutions can eventually hurt overall business process effectiveness.

Pushing cost efficiencies at the expense of customer experience, or separately from the overall business value, is a mistake. For example, call center services across industries have evolved over time from onshore to offshore to automated. In the process, some have become virtually inaccessible or have lost their human touch. Therefore, business process design must deliver both operations efficiency and customer satisfaction.

Filippo Passerini shares decades of experience to share tangible steps for revolutionizing business operations.

Tune in to hear Filippo’s thoughts on:

• Why transforming business processes (like Finance or HR) is important to winning in the marketplace
• Why most business transformation programs fail — and what can be done to avoid it
• How to proactively keep business processes across the company from becoming obsolete
• What leaders must do to create a culture of change
• How to measure progress along your transformation journey
• And much, much more!