Staff Workflow Innovation Management

Achieving unconventional outcomes with CX oftentimes requires new realms of accountability. Staff Workflow Innovation Management (SWIM) is a people/process-mapping methodology to develop points of accountability across collaboration pathways. Its core focus is on staff and process.To get CX/EX accountability right for our clients’ unique firms, we use Staff Workflow Innovation Management (SWIM) which is a proprietary methodology to align the right skill set to the right jobs to be done across all relevant journeys. 

• Design modern responsibilities into more strategic CX/EX roles
• Develop more relevant CX processes
• Innovate the way people engage with clients

SWIM always begins with discovery meetings and often results in an audit, interviews with leadership, existing staff members, managers and experience-based process owners. It always includes conversations with HR followed by a recommendations report.

Role-based Enablement is for Professional Services firms who demand people and process outcomes. 

• The right resources with the right skill sets doing the right job 
• More sophisticated resource pool to meet aggressive CX/EX objectives 
• A strategic re-skilling approach
• The certainty that you can effectively manage any interaction
• HR planning to more effectively meet the demands of the experience economy