— CHATBOT_CONTENT —<\/p>\n
AUSZUG
\nIn the current edition of the German magazine Zeitschrift f\u00fcr OrganisationsEntwicklung I found an interesting report by Patricia Stone and Julien Chatagny, both managers at Swiss Re Management Ltd. They gave deep insights to the development, implementation and optimization of their new Enterprise Service Management. Under the headline \u201eAnalytics as motor for change\u201c they describe the enhancement of the Swiss Re Service Desk Organisation, named ContactOne, which is based on teams of three customer centered roles.<\/p>\n
INHALT
\nCustomer Engagement & Change Experts
\nensure the alignment and enabling of the ContactOne service organisation, they are the change communicators.
\nCustomer Insights & Analytics Experts
\ngive their data-ears to internal customers, they are the number crunchers in the team.
\nCustomer Experience Designers
\nfocus on service innovation, which starts with asking the right questions and ends with the evaluation of the adaption.<\/p>\n
Having in mind that the Swiss Re Service Desk covers HR, IT, Purchase and Organizational Services for all Swiss Re employees those three roles might be a good example for new challenging functions which go along with the implementation of real digital workflows.
\nIt\u2019s worth reading!<\/p>\n
— END_CHATBOT_CONTENT —<\/p>\n","protected":false},"excerpt":{"rendered":"
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