ISPI

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ISPI (International Society for Performance Improvement):

Founded in 1962, the International Society for Performance Improvement (ISPI) (www.ispi.org) is the leading international association dedicated to improving a company’s organizational performance. ISPI unites more than 10,000 professionals from all over the world. The ISPI’s mission is to develop mastery of its members and promote the Human Performance Technology (HPT) concept. The society realizes its mission by organizing annual world conferences, workshops, courses, publishing books and magazines, carrying out research.

Human Performance Technology (HTP) is a systemic approach towards performance and competence improving, characterized by the use of particular procedures and problem solving strategies. HTP is a process of selection, analysis, design, development, implementation and evaluation of solutions which most effectively affect people’s behavior and their organizations’ business performance. HTP combines three basic processes: analysis of performance conditions, analysis of a cause and effect relationship in the tested system, and selection of solutions which can be applied to individuals, teams or whole organizations. For EC consultants HTP is one of the sources of know-how and methods of work with customers.

Persona GLOBAL Inc.

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Persona GLOBAL Inc.

Persona GLOBAL®, Inc. (www.personaglobal.com) is an organization offering verified solutions that allow to integrate corporate strategies, processes and personnel.

The main mission of Persona GLOBAL® is to provide companies with the appropriate methods to create a synergistic effect on their way to the corporate strategy accomplishment. Strategies are implemented by people, and every strategy without the right realization is inevitably doomed to failure. With over 1,000 certified professionals in more than 50 countries Persona GLOBAL® is able to offer solution sets adapted to the specific culture of different markets. What they have in common is a global approach to solving essential business issues.

Persona GLOBAL® focuses on the following areas of an organization’s development accompanied by the personal and professional development of employees:

  • Strategy Development and Implementation
  • Leadership Skills development
  • Management Skills development
  • Sales Team Management skills development
  • Organizational Alignment building
  • Organizational Change Readiness
  • Partner Relationship development
  • Individual and Team Performance
  • Talent Management
  • Reward and Recognition Systems
  • Effective Persuasion
  • Negotiation Skills
  • Sales
  • Customer Experience Management
  • Succession Planning

 

 

EC works with Persona GLOBAL® from the very beginning, that is since 2004.

Smithconsulting+co

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Smithconsulting+co

ShaunSmith+co (www.shaunsmithco.com) is a consulting company dedicated to customers who consider a brand and their own customers’ experience building as the basic factor of distinguishing their company in the market. The company delivers the newest solutions in customer experience shaping combined with an individual and flexible approach that can be provided only by a small consulting company.

ShaunSmith+co is led by Shaun Smith, who cooperates with a selected group of experienced, independent consultants. Each of them has a specific range of experience and skills to help companies develop and implement programs of customer experience building. Therefore, the company offers the best combination of the offered resources with no additional costs that cooperation with bigger organizations often entails.

Since 2006 EC is a ShaunSmith+co partner in projects connected with brand image building through customer experience development by use of CEM+.

CEM+ (Customer Experience Management Plus) – is a universal tool that facilitates:

  • evaluation of customers’ experience in contacts with a particular company as well as understanding their expectations and what they value
  • assessment of the extent to which customers’ expectations and values are really provided by a particular company (determination of the extent to which a brand promise is fulfilled)
  • a company gaining an ability to shape its customer experience
  • gaining alignment between an organization and its strategy

Grupa Żywiec case

Grupa Żywiec chose an ambitious goal – to regain its market leader position. One way was to build the Leadership strength. The company wanted its leaders to be recognizable in the market due to their virtues and the way they support their Żywiec brand. As a result, the managers proudly took part in the entire educational procedure, the popularity of which exceeded the organizers’ expectations.

Pekao SA case

For strategic reasons, Bank Pekao SA planned to significantly increase its importance in the SME segment. Ambrosetti, an Italian consulting company that worked with Pekao SA for years, searched for a Polish partner which would assist Pekao in achieving this objective. Hence, EC was invited to conduct research aimed at indicating the key expectations of customers in the SME segment and to design Branded Training for the Sales Consultants and Managers. As a result, Bank Pekao SA has the largest increase in its market share and profitability just in the SME section.

RWE case

In view of the deregulation in the energy transportation market, RWE decided to find a way to stand out from its competitors by providing its customers with some additional value. The workshops led by EC enabled the key managers to identify the desired strategy and plan the specific actions. The company is currently on the best track to become a model provider of the desired customer experience.

THINKTANK case

Following Janusz Kamieński’s article, THINKTANK asked EC to prepare and conduct a series of one-day workshops aimed at educating the invited participants in the field of CEM. The workshops met with a very good reception.

A large hypermarket case

Prior to a big project aimed at developing a vision and strategy for the next 5 years, Executive Conversation organized a week’s trip to San Francisco and surrounding areas for a group of 35 top managers. The program included visits to the most famous companies of Silicon Valley and American hypermarkets.

Harvard Business Review case

Harvard Business Review organized a few hours’ workshop on CEM conducted by the undisputed guru of Customer Experience, Bernd Schmitt from the U.S. EC was invited to enrich the speech of the guest. After his performance, Janusz Kamieński delivered a 1.5 hour presentation of the Polish projects in the field of CEM. The participants had the opportunity to discover not only how it is done in the U.S., but also in Poland!