At our recent iGrafx Virtual iNNOVATE event, Andrew Pfeiffer of Cox Communications, spoke about their pursuit of transformation, how it was organized and a few of the lessons he has learned along the way. During his presentation, one of the key takeaways for the audience was an understanding that transformation is not a single project. It is a journey that requires commitment. However, when you truly understand the process, implementations are more seamless and the benefits can be tremendous.
In one example, Andrew shared how sometimes “preparation meets opportunity”. In the below excerpt, listen as he explains how combining Customer Experience and Process Management led to huge ROI.