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{"id":18313,"date":"2022-04-18T12:06:46","date_gmt":"2022-04-18T06:36:46","guid":{"rendered":"https:\/\/thecorporatemagazine.com\/?p=18313"},"modified":"2022-04-19T10:06:15","modified_gmt":"2022-04-19T04:36:15","slug":"building-your-expertise-to-successfully-lead-david-hicks","status":"publish","type":"post","link":"https:\/\/thecorporatemagazine.com\/building-your-expertise-to-successfully-lead-david-hicks\/","title":{"rendered":"Building Your Expertise To Successfully Lead | David Hicks"},"content":{"rendered":"\t\t

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Building Your Expertise To Successfully Lead Transformations | David Hicks<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t $\"Building$ \t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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David Hicks<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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CEO of Tribecx<\/span><\/p><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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David Hicks, CEO of TribeCX, provided the initial entrepreneurial spark that has now evolved into TribeCX\u2019s market-leading products and services. He\u2019s been involved in Customer Experience (CX) for more than two decades and has now invited the most successful senior CX practitioners to join TribeCX. The company works with clients to build the internal CX expertise to drive CX change and deliver business results. \u201cIf you\u2019ve ever invested in CRM or VOC platforms that have not delivered promised ROI, we should talk\u201d. TribeCX comprises 21 senior CX leaders who each have successfully led transformations to improve business results from CX. Fundamental to the success of all 21 Executives\u2019 CX programs was their development of use cases \u201chow to drive business performance from CX.\u201d\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Building internal use cases with clients means their business can prioritize and plan based on hard evidence; it also allows then to build CX expertise IN their business.<\/p>
David suggests senior executives are accountable for delivering ROI from customer experience investments (e.g., CRM, VOC); they have committed to do more with less. However, they have to achieve this with a team with varying levels of CX expertise and a deadline by which to prove that the CX investment they championed actually delivers results\u2026sound familiar?<\/p>
This is where TribeCX comes in. As CX practitioners, they have been in the client\u2019s shoes and know what it takes to get results from CX. \u201cYour team will be equipped to build the internal CX expertise using our digital playbook of proven tools and approach; your team will also receive close coaching from a proven senior practitioner to work with them to drive promised business results from CX change,\u201d says David.<\/p>
The detail in brief: The client identifies a known CX problem (e.g., deliver the promised business benefits from the CRM investment) TribeCX then works with the client\u2019s team to set up a sprint team to redesign the experience using \u201cOrigin,\u201d their proprietary digital playbook comprising proven frameworks and tools, alongside expert coaching. \u201cOnce the sprint is completed and business results proven, we apply the same frameworks and close coaching to build scaling and embedding expertise,\u201d explains David. \u201cOur goal is to get out of your way! Once results are proven, TribeCX steps back to being the ongoing coach and source of proven practice frameworks via Origin through a subscription.\u201d<\/p>
TribeCX has been engaged by Salesforce (in 17 countries) to help build client expertise to drive business results from CX investments and deliver the promised ROI from their Salesforce investment. They are also working with Qualtrics, Medallia, and InMoment to do the same; more informed clients can better drive business benefits from their VOC investments.<\/p>
Case Study: A global parcels & logistics company had three previous attempts to embed CX expertise. They\u2019d hired Big 5 players to \u201cdo CX to us,\u201d and they had failed. TribeCX worked with leadership to identify five problem areas and coached five sprint teams to redesign and rapidly test CX changes in these five areas. Each of the five sprints delivered proven improvements in business performance directly from CX; ROI was over 10:1 in all cases, in one sprint over 150:1. Of more importance was developing a large group of CX champions, each now trained in the use of CX tools and approaches and an evidence-based roadmap to drive CX across the business.<\/p>
Case study: A market-leading global publisher with considerable investment in a Big 5 player, felt it had developed an ongoing reliance on them to scale each proven change. The Group CX lead wanted to build CX expertise in their business and asked TribeCX to work with teams on known CX problems in two BU\u2019s to deliberately build CX expertise in their business; this proved faster and directly delivered business performance from CX and created a team of CX champions. Word spread on how to make CX expertise in the organization, and now TribeCX tools and approaches are being applied to 13 initiatives in 5 other BU\u2019s and embedded at the Corporate level.<\/p>
Response to Covid: TribeCX\u2019s most significant achievement has been the development of \u201cSmart Map\u201d as part of its response to Covid. \u201cOur response to Covid was to stop selling and instead to be available to CX leaders, providing a sounding board and coaching for how their company might respond to Covid. After discussions with 70 CX leaders (all at no charge), we distilled the learning into a structured approach called \u201cSmart Map\u201d that provides the framework to collaborate and build a \u201csmart map.\u201d This sets out what to \u201cdo now, do next, do later.\u201d We\u2019ve asked all participants if this has been helpful, and we\u2019ve had a 5\/5 score for 87% of discussions. Those doing the right thing at this time will be unforgettable; those doing the wrong thing will be unforgivable, \u201d elucidates David.<\/p>
With that, David emphasizes that the Smart Map is still available for free to all Senior Leaders and has now completed over 200, and it\u2019s still offered at no charge. \u201cDuring Covid, organizations accelerated deployment of digital tools and approaches to facilitate trading through the crises,\u201d he explains. \u201cNow leaders are focused on digital transformation, to ensure delivery of cost-saving (bottom line) improvements, and a few also on the top line (revenue from retention, penetration, acquisition). To drive maximum business performance from CX and leverage these investments, this means CX change expertise is required across the business, and something TribeCX is uniquely able to do.\u201d<\/p>
Website:\u00a0https:\/\/tribecx.com\/<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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\n\t\t\t\t Next<\/span>Enabling Vibrant Story Telling | Dr. Kathryn Ritchie<\/span><\/span>