Sometimes It Isn’t the Process
When performance declines, customer satisfaction slips, or growth stalls, organizations often
arrive at the same conclusion: “We need better processes.”
What’s Ahead in 2025 for Regional Banks Their Customers and Their Employees
With a change in government administration about to begin, the financial services
world in general faces new challenges and anticipates…
An Opening Look at CX and EX
Over the past few years, organizations have given a name to their interaction with those
they serve, Customer Experience (CX).
Operational Risk Management…Scope, Challenges, Solutions and Benefits
In the beginning “Risk” was a single initiative, driven by one team, and focused on all the
possible risks facing an organization. Over time, “Risk Management”
Is Continuous Improvement Too Much Improvement
In the past couple of years the well-defined term Process Improvement has been re
branded to Continous Improvement (CI), but is that a misnomer? Is there a need for
CONTINUOUS Improvement?
Structured Change Management Discipline is Essential
Organizational Change Management (OCM) is arguably more important in today’s
work environment than ever before. If nothing else, the events of 2020 have taught
us change can be unexpected, spontaneous, wide-scaled, and overdue.