Service Transformation: Reinventing service for clients and employees

Wil Lombardi & Frederic Jambukeswaran
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Our hosts share their practical experience and guidance, along with industry professionals and other servicing leaders to share insights for those who want to get serious about transforming their servicing operations. Listeners will leave every episode with practical guidance and leadership lessons they can directly apply to their work.

Episodes

  1. Season 1 Finale, Reflecting on Insights with Co-Hosts Wil Lombardi and Fred Jambukeswaran

    09/05/2024

    Season 1 Finale, Reflecting on Insights with Co-Hosts Wil Lombardi and Fred Jambukeswaran

    In this season finale, we're using our trusted 5-point framework as a guide to share the most impactful messages and themes that have resonated throughout our conversations. From the power of curiosity to fostering robust partnerships between engineering and business teams, we're unpacking key takeaways that we hope will leave you inspired and eager to revisit those topics that caught your attention. A huge thank you to our amazing guests, Jerry Pierson, Richard Dalton, Yhanira Adan, Phil Finucane, Tara Schwegler, Chris Johnson, Lori Massey Brissette & Srinivas Sarathy for sharing their invaluable insights and expertise, enriching the service transformation journey for our listeners. Also discover what's in store for Season 2, as Wil Lombardi takes the reins and leads the podcast forward!   Wil Lombardi https://www.linkedin.com/in/william-lombardi/   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/

    25 min

  2. 06/04/2024

    Enabling Your Service Transformation: Insights from Cloud and Infrastructure Technology Leader, Srinivas Sarathy

    Join us as we discuss service transformation with Srinivas Sarathy, an expert in infrastructure and cloud technology. Discover the importance of maintaining stability and reliability in your current services while driving innovation. He shares invaluable insights on the importance of providing the right care for your systems to achieve the stability needed for a successful transformation. Uncover the emphasis on understanding customer needs and ensuring consistency across various service channels, including telephony and digital platforms.    Hear his thoughts on the necessity of business involvement in IT matters, understanding service metrics, and fostering collaboration between IT and business stakeholders. Learn about aligning efforts to meet customer expectations and leverage technology effectively, an approach that evaluates technology based on its business impact rather than technical merits alone.    Lastly we dive into the benefits and considerations of hybrid cloud solutions and discover the crucial role of developer enablement and DevOps practices in driving efficiency and innovation.   Srinivas Sarathy @ Linkedin https://www.linkedin.com/in/srinivas-sarathy/   Wil Lombardi https://www.linkedin.com/in/william-lombardi/   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/

    49 min
  3. Leadership Unleashed with Lori Massey Brissette: Transforming Teams, Breaking Down Silos, and Embracing Change

    29/03/2024

    Leadership Unleashed with Lori Massey Brissette: Transforming Teams, Breaking Down Silos, and Embracing Change

    In this episode, we delve into the dynamic leadership journey of Lori Massey Brissette, a multifaceted professional with over two decades of experience as an attorney, senior executive, and mediator. Affectionately known as the "Texas Tornado," Lori's leadership style pushes boundaries, driving teams toward success even amidst perceived chaos.    We explore her holistic definition of service, hear why she feels that it's important to have that broad view of service, where every client interaction becomes an opportunity for impactful engagement and business growth. Lori's leadership approach, grounded in listening and respect, highlights the power of adapting to change and aligning individuals with roles that maximize their potential. She challenges leaders to start with their role in enabling their employee's success.    We uncover her philosophy of coaching, embracing failure as a stepping stone to growth, and fostering a supportive environment for employee development. Through collaborative leadership and a "we before me" mentality, Lori emphasizes the importance of breaking down silos and promoting teamwork to achieve shared goals. Learn practical strategies for empowering teams to fail forward, recognizing individual value, and driving organizational change with resilience and confidence.  Tune in for thought provoking insights and lessons on leading through a service transformation.   Lori Massey Brissette @ Linkedin https://www.linkedin.com/in/lori-massey-brissette-1b74707/   Lori Massey Brissette @ Campaign Website  https://www.lmbforthe4th.com/   Wil Lombardi https://www.linkedin.com/in/william-lombardi/   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/

    55 min

  4. 15/03/2024

    A Discussion on Leadership, DevOps and Continuous Improvement with Chris Johnson

    In this insightful podcast episode, Chris dives into the pivotal role that understanding technology system boundaries and streamlining processes play in supporting a service transformation. He emphasizes the significance of continuous improvement, shedding light on often overlooked aspects such as simplifying products and eliminating low-value features. Moreover, our discussion extends into the realm of DevOps, where we explore the significance of DORA metrics and the constructive tensions inherent in their implementation. Chris offers valuable insights into his approach to cultivating highly performing teams, emphasizing team empowerment, servant leadership, and the importance of leading with empathy towards both employees and customers.    Chris Johnson @ Linkedin https://www.linkedin.com/in/chris-johnson-50a1101/   Chris Johnson @ Web https://www.johnsonwebapps.com/   Wil Lombardi https://www.linkedin.com/in/william-lombardi/   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/

    44 min
  5. Exploring the human element of your service transformation: A conversation with Tara Schwegler, Ph.D. on the importance of curiosity, the power of observation and the future of work.

    08/03/2024

    Exploring the human element of your service transformation: A conversation with Tara Schwegler, Ph.D. on the importance of curiosity, the power of observation and the future of work.

    In this episode, hosts Will Lombardi and Fred Jambukeswaran engage with guest Tara Schwegler, Ph.D., an anthropologist, author, professor, and entrepreneur on the pivotal role of culture, curiosity, and empathy in driving an effective service transformation.  The discussion underscores the need for leaders to understand and address employees' concerns during transformation initiatives. Tara shares examples of how curiosity and empathy can elevate customer service and employee satisfaction. Practical strategies like regular one-on-one meetings and employee focus groups are explored to promote these cultural elements. Challenges such as hierarchical structures and over reliance on technology are discussed, emphasizing the importance of balanced approaches that consider culture, processes, and technology. Tara emphasizes aligning behaviors with organizational goals, fostering transparency, and observing employee reactions to change as indicators of progress. The conversation extends to the future of work, where Tara shares insights from her upcoming book, challenging traditional notions of work and advocating for more flexible and inclusive workplaces. In conclusion, the episode highlights the significance of nurturing curiosity, empathy, and transparency to drive successful service transformation initiatives. By prioritizing these elements, organizations can create environments conducive to employee well-being and customer satisfaction.    Tara Schwegler @ Linkedin https://www.linkedin.com/in/tara-schwegler/   Tara Schwegler @ Web https://www.taraschwegler.com/   Tara Schwegler @ Instagram https://www.instagram.com/taschweg/   Wil Lombardi https://www.linkedin.com/in/william-lombardi/   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/

    1h 13m

  6. 01/03/2024

    Hear engaging stories and relatable insights to help you drive a sustainable service transformation from Phil Finucane, CEO of Pat.ai and an experienced technology executive.

    Join us in this episode as we explore practical strategies for sustainable evolution within service systems, and hear Phil discuss the importance of “stop starting and start finishing”. We'll navigate the terrain of avoiding massive transformations by continuously nourishing and maintaining systems, staying aligned with technological advancements and evolving business requirements. Delve into the critical role of collaboration between business and technology leaders in driving successful service transformations. We emphasize the necessity of transparent communication about trade-offs, ensuring decisions consider timelines, costs, and long-term sustainability. Embark on a journey through real-world examples showcasing the overcoming of initial resistance to incremental approaches. Discover how gradual implementation and stakeholder feedback can pave the way to success. Additionally, we'll discuss the potential impact of AI and machine learning in service operations, focusing on natural language understanding and user satisfaction. Throughout our conversation, we highlight the significance of partnership, culture, and continuous improvement in achieving transformational goals. Tune in to glean insights for navigating the ever-evolving landscape of service system evolution.   Phil Finucane @ Web https://pat.ai/ phil@pat.ai   Phil Finucane @ LinkedIn https://www.linkedin.com/in/phillipfinucane/   Wil Lombardi https://www.linkedin.com/in/william-lombardi/   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/

    47 min

  7. 21/02/2024

    Learn from a business process expert, Yhanira Adan about the critical role business process plays in your service transformation

    Join in on an insightful and engaging conversation with Yhanira Adan, an MIT graduate boasting over two decades of experience in the Insurance and Technology sectors. She’s currently at the helm of her consulting firm where with the help of a team of talented advisors she specializes in aiding companies through transformation initiatives. You’ll hear why understanding and optimizing your business processes is fundamental to driving a successful service transformation, similar to how blueprints guide construction, your process maps set the stage for operational excellence. Yhanira explains how through techniques like value stream mapping, organizations can identify inefficiencies and enhance client experiences while enabling the change management needed in a transformation. Additionally we’ll dive into some leadership principles, including effective engagement, celebrating the small wins and nurturing a culture of curiosity.   Yhanira Adan @ Linkedin https://www.linkedin.com/in/%F0%9F%A6%8B-yhanira-adan-386563a/   Yhanira Adan @ Web https://yhanira.com/   Wil Lombardi https://www.linkedin.com/in/william-lombardi/   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/

    35 min

  8. 09/02/2024

    Hear from Richard Dalton, Head of Consumer Design at Verizon, on the value of human-centric design and the importance of curiosity to a transformation

    In this episode, Richard Dalton, Head of Consumer Design at Verizon, discusses how businesses can revamp their services with a human-centric approach. From handling customer interactions to tackling high costs, Richard emphasizes the importance of putting customers and employees at the forefront. He shares insights on the interconnection between the customer and employee experience and how driving thoughtful improvements can be a catalyst for change by creating a trifecta win, a win for employees, a win for customers and a win for the bottom-line. He explains why he believes fostering a culture of curiosity is so important to a service transformation.   Richard Dalton https://www.linkedin.com/in/richarddalton/   Wil Lombardi https://www.linkedin.com/in/william-lombardi/   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/

    38 min

  9. 02/02/2024

    Winning with responsive service, built on a culture of trust, a conversation with CEO Jerry Pierson

    Join hosts Wil Lombardi and Fred Jambukeswaran in a dynamic conversation with CEO Jerry Pierson. Explore the art of assembling high-performing teams, rebuilding trust through transparency, and driving fast, responsive service. Gain transformative insights into how Jerry uses his role as CEO to motivate and propel his team to win in a competitive environment. Dynamic Entertainment is known for creating the world's most innovative rides at notable theme parks across the U.S., Asia, Europe, and the Middle East.   Learn more about Dynamic Entertainment https://dynamictechgroup.com/   Jerry Pierson https://www.linkedin.com/in/jerry-pierson-b9974a3/   Wil Lombardi https://www.linkedin.com/in/william-lombardi/   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/

    33 min

  10. 16/01/2024

    Fueling your service transformation, the importance of fundamentals and organizational design

    In this episode, join Wil and Fred as they deep dive into one of the key challenges in service transformation, navigating the delicate balance between business operations and driving impactful change. Gain insights into the pivotal role of fundamentals in supporting transformation, and how neglecting them can hinder your success. Delve into the dynamic interplay of fundamentals, organizational design, and the catalyst for transformation, uncovering the synergy that propels your business into a new era of growth and innovation.   Wil Lombardi https://www.linkedin.com/in/william-lombardi/ Fred Jambukeswaran https://www.linkedin.com/in/fredjam

    35 min
  11. Intro: Unveiling a 5-Point Service Transformation Framework and Common Success Themes

    10/01/2024

    Intro: Unveiling a 5-Point Service Transformation Framework and Common Success Themes

    Our initial episode will introduce you to our hosts, Wil Lombardi and Fred Jambukeswaran, who dive right in with a 5-point framework to help you think about your service transformation, and share 3 common threads they have seen in successful transformations.  You're invited to connect and share your thoughts on the episode, the format or another comments regarding this podcast.   Wil Lombardi https://www.linkedin.com/in/william-lombardi/ Fred Jambukeswaran https://www.linkedin.com/in/fredjam

    21 min
  • 11 Episodes

About

Our hosts share their practical experience and guidance, along with industry professionals and other servicing leaders to share insights for those who want to get serious about transforming their servicing operations. Listeners will leave every episode with practical guidance and leadership lessons they can directly apply to their work.

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