Pam'sVirtual Adventure

As Pam gets ready to go into the board room, she thinks about her experiences over the past 2 weeks, which started with a short text message from the CEO.

After a brief moment of panic followed by excitement, Pam begins to brainstorm. "What tools, resources, information, and systems do I need?" she asks.

As the Chief Customer Experience Officer, Pam is very familiar with the different customer programs and she wants to use this information to guide her recommendations. "There is a wealth of information available," she thinks. "If I use the customer voice, I know we'll end up with the right decisions."

Pam assembled a diverse and global project team. At the kick-off meeting they discussed how they are going to work together and specific assignments are given to each member.

At the virtual roundtable, the team agreed to use a wiki to share knowledge and collaborate on the project.

Immediately following the roundtable, information starts to flow into the wiki. The first to arrive is from the data warehouse, which includes top-line and bottom-line business performance metrics and customer feedback from a variety of surveys.

Information from the customer advisory boards and social media tools comes in next. These listening posts have a very specific purpose and represent key customers.

Now that all of the information is in the wiki, Pam generates a report showing business performance and customer sentiment together.

After reviewing the information, Pam begins to form her hypotheses.

"I have an idea!" Pam exclaims. She realizes that she has a powerful tool and she needs to use it to support her hypotheses. So, before heading out for the weekend Pam posts several questions to the online customer community.

With that done, it is time to relax. She takes a long weekend relaxing in the sun. Pam is thankful for the time out of the office, realizing that she never really turns off work. You see, it is during times like these when her most creative work is done.

It is Wednesday and time to go back to work. Immediately Pam logs into the online community and sees over a hundred customer posts. Most of them are from executives in key customer relationships. She is delighted with the response and thrilled with their input.

Pam has what she needs to put together a draft of the recommendations. She used the customer data to develop her hypotheses and had customers validate her interpretation of the information.

Through experience, Pam knows that her work is not done. She needs to put together a story that will stick. Pam leverages her team to help craft the right message.

Using her tools, Pam adds a couple of finishing touches before heading off to the park.

While strolling through the park, Pam runs through her checklist. "Everything is done," she says.

"Now, what should I wear?"

As Pam gets ready to go into the board room, she thinks about her experiences over the past 2 weeks. She feels confident and proud.

While delivering her story, she receives the confirmation that she needs. The audience is engaged in the discussion and is starting to think through how they could deploy the resources.

Comic AdaptationSteve Miller

DesignDan McCormick

301 Pennsylvania ParkwayIndianapolis, Indiana 46280Telephone: 1.800.334.3939

(International: +1.317.843.3939)info@walkerinfo.comwww.walkerinfo.com

Mixing It Up