#236: How People and Processes Relate to Technology with Sara Taheri, Prudential Financial
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
The Agile Brand
4.9 • 113 Ratings
🗓️ 19 April 2022
⏱️ 23 minutes
🧾️ Download transcript
Summary
Organizational change of any kind requires a mix of people, processes, and technology. While the technology component is an important aspect of this mix, it is often people and processes that have the most opportunity to allow an initiative to succeed… or fail. Today we’re going to talk about the importance of ensuring you are approaching the “people and processes” component of your change initiative in the right way.
To help me discuss this topic, I’d like to welcome Sara Taheri, Chief Platform Owner for the Contact Center Transformation & Robotics at Prudential Financial.
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Transcript
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| 0:00.0 | Welcome to season 4 of the Agile Brand with Greg Kielstrom, where we discuss business |
| 0:05.7 | agility through customer experience, employee experience, and digital transformation. |
| 0:10.7 | I'm your host, Greg Kielstrom. |
| 0:12.7 | The Agile World Podcast is brought to you by TechSystems, an industry leader in full-stack |
| 0:17.1 | technology services, talent services, and real-world application. |
| 0:21.3 | For more information, go to techsystems.com. |
| 0:24.1 | To read more about the topics discussed on this show, you can go to my website at GregKielstrom.com |
| 0:29.5 | and read my latest articles, or get a copy of my latest book, Meaningful Measurement |
| 0:33.9 | of the Customer Experience, now available on Amazon and other retailers. |
| 0:37.7 | My name is Greg Kielstrom, and I'm the host of the Agile Brand Podcast. |
| 0:42.8 | Organizational change of any kind requires a mix of people, processes, and technology. |
| 0:47.6 | While the technology component is an important aspect of this mix, it's often people and |
| 0:52.0 | processes that have the most opportunity to allow an initiative to succeed or possibly |
| 0:57.2 | to fail. |
| 0:58.2 | Today, we're going to talk about the importance of ensuring you're approaching the people |
| 1:02.5 | and processes component of your change initiative in the right way. |
| 1:06.8 | To help me discuss this topic, I'd like to welcome Sarah Tahari, Chief Platform Owner for |
| 1:11.6 | the Contact Center Transformation and Robotics at Prudential Financial. |
| 1:15.8 | Sarah, welcome to the show. |
| 1:17.2 | Thank you for having me on the show, Greg. |
| 1:18.6 | It's great to be here. |
| 1:19.6 | Yeah. |
... |
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