Customer Experience Analysis

BA Brew - A Business Analysis Podcast

https://www.assistkd.com/courses/service-design-courses

18:09

HR is no longer just about managing people—it’s about shaping the future of work. Jens Baier, BCG’s HR transformation expert, discusses how AI and shifting employee expectations are forcing companies to rethink talent strategies. From re-recruiting to upskilling employees, HR must adapt to a rapidly changing landscape. Learn More: Jens Baier: https://on.bcg.com/41ca7Gv BCG on People Strategy: https://on.bcg.com/3QtAjro Decoding Global Talent: https://on.bcg.com/4gUC4IT…

acum un an 21:38

MP3•Pagina episodului

Kerry, Mike and Jonathan get some serious mileage out of a restaurant analogy and Mike gets extra brownie points for mentioning POPIT™️within the first two minutes of the podcast.

Topics covered include: what is the customer experience; the difference between CX and UX (User Experience) and which elements of POPIT™️relate to each; plus useful techniques such as empathy maps, customer journey mapping and Jonathan’s favourite – the Zone of Tolerance.

AssistKD's CX Analysis course takes and in-depth look at the customer experience, and how an organisation can transform its existing processes to create engaged, responsive and connected customer experiences. It’s ideal if you want to deepen your understanding of CX, and the module counts towards the new A4Q Service Designer qualification. CX Analysis is now also available as an eLearning course.

You may be interested in this article by Debra Paul. The Rise of the CX Professional. 

You can find out more about AssistKD’s Service Design courses here:

Enjoy bitesize learning? Watch our short learning videos  here:

https://www.youtube.com/playlist?list=PLEvIolukjraxfTJfMou8axtos6ec_0z2s

#CX #CXanalysis #voiceofthecustomer #surveys #interviews #storytelling #focusgroups #observation #ethnographicstudies #empathymaps #customerjourneymaps #customerjourney #servicedesign #servicedesigner  #customerexperience #businessanalysispodcast

98 episoade

#MBA #Careers #Business #AssistKD #Brew Crew

Customer Experience Analysis

BA Brew - A Business Analysis Podcast

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published acum un an

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MP3•Pagina episodului

Kerry, Mike and Jonathan get some serious mileage out of a restaurant analogy and Mike gets extra brownie points for mentioning POPIT™️within the first two minutes of the podcast.

You may be interested in this article by Debra Paul. The Rise of the CX Professional. 

You can find out more about AssistKD’s Service Design courses here:

https://www.assistkd.com/courses/service-design-courses

Enjoy bitesize learning? Watch our short learning videos  here:

https://www.youtube.com/playlist?list=PLEvIolukjraxfTJfMou8axtos6ec_0z2s

98 episoade

#MBA #Careers #Business #AssistKD #Brew Crew

Toate episoadele

1
Cybersecurity and Business Analysis (Feat. Bindu Channaveerappa) 29:38

acum 3 zile29:38

29:38

What’s all the fuss about cybersecurity? And why do business analysts need to understand it? Cybersecurity and business analysis expert Bindu Channaveerappa is the special guest on this week’s BA Brew, where she argues that an understanding of cybersecurity is now integral to the work of the BA. “When we create the value, why leave the security to someone else?” Bindu Channaveerappa is a highly respected author, trainer and international speaker on business analysis and cyber security. Her book, ‘Cyber Security and Business Analysis: An essential guide to secure and robust systems’ is available from BCS Publishing. AssistKD runs a 1-Day Cybersecurity and Business Analysis workshop for Business Analysts and Business Change professionals. In this article Embracing a Security Mindset: The Next Frontier of Business Analysis cybersecurity expert Mark Cross urges BAs to focus on security against cyber threats. You may also enjoy this AI focused BA Brew , hosted by ChatGPT. #cybersecurity #cyberthreats #businessanalysis #businesschange #digitalsolutions…

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Business Architecture – A Comprehensive Guide 23:43

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This BA Brew focuses on the newly published ‘Business Architecture: a comprehensive guide.’ Authors Jonathan Hunsley and Debra Paul and contributing author Victoria Banner discuss the ‘why’ of the book; the joy of collaborating and sharing ideas; and some of their favourite content including: - leveraging capability to meet goals and outcomes using the CALM model - comparing the business architecture service framework to the business analysis service framework and other service frameworks for role clarity - information concepts including data protection and security - case studies showing the positive impact of business architecture ‘Business Architecture: a comprehensive guide’ is available from BCS publishing and other retailers. You may be interested in the following articles, BA Brews and bitesize learning on the topic of Business Architecture. This article compares the Business Analysis and Business Architecture roles, in particular their respective Service Frameworks. Find out more about AssistKD’s Architecture courses. This BA Brew on Business Architecture features Wouter Nieuwenburg. This BA Brew on Strategy and Business Architecture features Vicky Rothwell. Business Architecture: a comprehensive guide is available from the BCS book shop, and also on Amazon. Scroll through our bitesize learning videos and you will find ‘What is Business Architecture’ and ‘What is Enterprise Architecture’. #businessarchitecture #businessanalysis #businessarchitectureguide #businessbooks #businessstrategy #businessarchitecturetraining #whatisbusinessarchitecture…

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The Games People Play (Feat. Mandy Green) 34:09

acum 4 weeks34:09

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1
Customer Experience Analysis 21:38

acum 6 weeks21:38

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In AssistKD’s latest Business Analysis podcast the team discuss why every touchpoint of the customer journey matters... and how a deeper understanding of the customer experience can only benefit organisations and the wider economy. Kerry, Mike and Jonathan get some serious mileage out of a restaurant analogy and Mike gets extra brownie points for mentioning POPIT™️within the first two minutes of the podcast. Topics covered include: what is the customer experience; the difference between CX and UX (User Experience) and which elements of POPIT™️relate to each; plus useful techniques such as empathy maps, customer journey mapping and Jonathan’s favourite – the Zone of Tolerance. AssistKD's CX Analysis course takes and in-depth look at the customer experience, and how an organisation can transform its existing processes to create engaged, responsive and connected customer experiences. It’s ideal if you want to deepen your understanding of CX, and the module counts towards the new A4Q Service Designer qualification. CX Analysis is now also available as an eLearning course. You may be interested in this article by Debra Paul. The Rise of the CX Professional. You can find out more about AssistKD’s Service Design courses here: https://www.assistkd.com/courses/service-design-courses Enjoy bitesize learning? Watch our short learning videos here: https://www.youtube.com/playlist?list=PLEvIolukjraxfTJfMou8axtos6ec_0z2s #CX #CXanalysis #voiceofthecustomer #surveys #interviews #storytelling #focusgroups #observation #ethnographicstudies #empathymaps #customerjourneymaps #customerjourney #servicedesign #servicedesigner #customerexperience #businessanalysispodcast…

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Can an MBA help your BA career? (feat. Christina Tan) 32:17

acum 8 weeks32:17

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Seasons Greetings from the BA Brew Crew 7:49

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The BA Market (feat. Michelle Shakesheff & Jamie Toyne) 24:15

acum 15 weeks24:15

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The Double Diamond (feat. Liza Laya) 27:37

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Character Crafting (feat. Helen Holder) 23:36

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BA Apprentice of the Year (feat. Lorna Mylett) 22:24

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Creative Thinking 28:47

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Psychological Safety (feat. Emma Lee) 35:40

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History of the BA Conference (feat. Shane McGlynn, Rachael Levermore and James Archer) 30:52

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Learning Styles (feat. Cat Warren) 28:23

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Are you an Activist, a Theorist, a Pragmatist or a Reflector? Our latest BA Brew could help you find out and get the most from your learning. The Brew Crew are joined by former Apprentice and now BA at the Environment Agency Cat Warren to talk about some of the different learning models (Kolb, Bloom and Honey and Mumford). They look at how the different learning approaches work with training courses, course manuals and eLearning and explore how understanding other people’s different learning styles helps with facilitation and stakeholder engagement. The following resources are relevant to the learning models mentioned in this podcast: Kolb’s Learning Styles The Honey and Mumford Learning Model Bloom’s Taxonomy of Learning You can find quick overviews of how to use Mind Maps and Rich pictures in the Bitesize Videos section of the AssistKD Learning Zone. #learningstyles #elearning #businesstrainingcourses #businessanalysis #servicedesign #kolb #honeyandmumford #bloomstaxonomy #learning #training #businesstraining…

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