Summary
Join the Verizon CX Design Ops team for an interactive session about uncovering your super powers, recognizing your kryptonite and flexing your skills to power a growing, global team.
Key Insights
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Transforming design ops into CX ops enables strategic support across entire organizations rather than just design.
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Centralizing and streamlining disparate project intake processes dramatically improves prioritization and onboarding speed.
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Using advanced tooling to combine multiple data sources allows real-time, informed organizational decision-making.
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Proactive talent pipeline management and recruitment improvements reduce capacity shortfalls and optimize growth.
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Adopting new software/hardware at scale requires a deliberate operational playbook and change management strategy.
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Agility and the ability to pivot quickly ('flight') are critical to adapting operations in dynamic global environments.
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Clear, consistent knowledge sharing across teams (super intelligence) helps prevent communication gaps and silos.
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Resilience, endurance, and positive intent compose the 'super strength' needed to drive customer-experience-centric initiatives.
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Engagement in interactive team discussions about strengths and challenges fosters psychological safety and continuous improvement.
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Being ‘stronger together’ under a unified vision empowers CX ops teams to overcome operational challenges and prevent burnout.
Notable Quotes
"We are powering a 300 plus organization of designers, researchers, program managers and strategists."
"We’ve built a new tool that gathers disparate data sources to enable real time informed decisioning."
"The power of super speed allows us to enable design with enhanced tools to ensure rapid onboarding of priority work."
"Our superpower of telepathy has enabled proactive solutions like expanded resource capacity planning."
"Being super adaptive and ready to switch gears is a huge superpower in today’s operations."
"You should take risks, and if you fail, you need to fail fast and pivot immediately."
"CXOPS is an essential knowledge hub enabling teams to build great customer experiences."
"We obsess over our customers to feel that and then to try the right solution."
"There’s no room for backward looking thinking if you want change to accelerate."
"We are stronger when we work together towards a unified goal."
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