Service Transformation: Reinventing service for clients and employees

Season 1 Finale, Reflecting on Insights with Co-Hosts Wil Lombardi and Fred Jambukeswaran

In this season finale, we're using our trusted 5-point framework as a guide to share the most impactful messages and themes that have resonated throughout our conversations. From the power of curiosity to fostering robust partnerships between engineering and business teams, we're unpacking key takeaways that we hope will leave you inspired and eager to revisit those topics that caught your attention. A huge thank you to our amazing guests, Jerry Pierson, Richard Dalton, Yhanira Adan, Phil Finucane, Tara Schwegler, Chris Johnson, Lori Massey Brissette & Srinivas Sarathy for sharing their invaluable insights and expertise, enriching the service transformation journey for our listeners. Also discover what's in store for Season 2, as Wil Lombardi takes the reins and leads the podcast forward!   Wil Lombardi https://www.linkedin.com/in/william-lombardi/ [https://www.linkedin.com/in/william-lombardi/]   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/ [https://www.linkedin.com/in/fredjam/]

Enabling Your Service Transformation: Insights from Cloud and Infrastructure Technology Leader, Srinivas Sarathy

Join us as we discuss service transformation with Srinivas Sarathy, an expert in infrastructure and cloud technology. Discover the importance of maintaining stability and reliability in your current services while driving innovation. He shares invaluable insights on the importance of providing the right care for your systems to achieve the stability needed for a successful transformation. Uncover the emphasis on understanding customer needs and ensuring consistency across various service channels, including telephony and digital platforms.    Hear his thoughts on the necessity of business involvement in IT matters, understanding service metrics, and fostering collaboration between IT and business stakeholders. Learn about aligning efforts to meet customer expectations and leverage technology effectively, an approach that evaluates technology based on its business impact rather than technical merits alone.    Lastly we dive into the benefits and considerations of hybrid cloud solutions and discover the crucial role of developer enablement and DevOps practices in driving efficiency and innovation.   Srinivas Sarathy @ Linkedin https://www.linkedin.com/in/srinivas-sarathy/ [https://www.linkedin.com/in/srinivas-sarathy/]   Wil Lombardi https://www.linkedin.com/in/william-lombardi/ [https://www.linkedin.com/in/william-lombardi/]   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/ [https://www.linkedin.com/in/fredjam/]

Leadership Unleashed with Lori Massey Brissette: Transforming Teams, Breaking Down Silos, and Embracing Change

In this episode, we delve into the dynamic leadership journey of Lori Massey Brissette, a multifaceted professional with over two decades of experience as an attorney, senior executive, and mediator. Affectionately known as the "Texas Tornado," Lori's leadership style pushes boundaries, driving teams toward success even amidst perceived chaos.    We explore her holistic definition of service, hear why she feels that it's important to have that broad view of service, where every client interaction becomes an opportunity for impactful engagement and business growth. Lori's leadership approach, grounded in listening and respect, highlights the power of adapting to change and aligning individuals with roles that maximize their potential. She challenges leaders to start with their role in enabling their employee's success.    We uncover her philosophy of coaching, embracing failure as a stepping stone to growth, and fostering a supportive environment for employee development. Through collaborative leadership and a "we before me" mentality, Lori emphasizes the importance of breaking down silos and promoting teamwork to achieve shared goals. Learn practical strategies for empowering teams to fail forward, recognizing individual value, and driving organizational change with resilience and confidence.  Tune in for thought provoking insights and lessons on leading through a service transformation.   Lori Massey Brissette @ Linkedin https://www.linkedin.com/in/lori-massey-brissette-1b74707/ [https://www.linkedin.com/in/lori-massey-brissette-1b74707/]   Lori Massey Brissette @ Campaign Website  https://www.lmbforthe4th.com/ [https://www.lmbforthe4th.com/]   Wil Lombardi https://www.linkedin.com/in/william-lombardi/ [https://www.linkedin.com/in/william-lombardi/]   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/ [https://www.linkedin.com/in/fredjam/]

A Discussion on Leadership, DevOps and Continuous Improvement with Chris Johnson

In this insightful podcast episode, Chris dives into the pivotal role that understanding technology system boundaries and streamlining processes play in supporting a service transformation. He emphasizes the significance of continuous improvement, shedding light on often overlooked aspects such as simplifying products and eliminating low-value features. Moreover, our discussion extends into the realm of DevOps, where we explore the significance of DORA metrics and the constructive tensions inherent in their implementation. Chris offers valuable insights into his approach to cultivating highly performing teams, emphasizing team empowerment, servant leadership, and the importance of leading with empathy towards both employees and customers.    Chris Johnson @ Linkedin https://www.linkedin.com/in/chris-johnson-50a1101/ [https://www.linkedin.com/in/chris-johnson-50a1101/]   Chris Johnson @ Web https://www.johnsonwebapps.com/ [https://www.johnsonwebapps.com/]   Wil Lombardi https://www.linkedin.com/in/william-lombardi/ [https://www.linkedin.com/in/william-lombardi/]   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/ [https://www.linkedin.com/in/fredjam/]

Exploring the human element of your service transformation: A conversation with Tara Schwegler, Ph.D. on the importance of curiosity, the power of observation and the future of work.

In this episode, hosts Will Lombardi and Fred Jambukeswaran engage with guest Tara Schwegler, Ph.D., an anthropologist, author, professor, and entrepreneur on the pivotal role of culture, curiosity, and empathy in driving an effective service transformation.  The discussion underscores the need for leaders to understand and address employees' concerns during transformation initiatives. Tara shares examples of how curiosity and empathy can elevate customer service and employee satisfaction. Practical strategies like regular one-on-one meetings and employee focus groups are explored to promote these cultural elements. Challenges such as hierarchical structures and over reliance on technology are discussed, emphasizing the importance of balanced approaches that consider culture, processes, and technology. Tara emphasizes aligning behaviors with organizational goals, fostering transparency, and observing employee reactions to change as indicators of progress. The conversation extends to the future of work, where Tara shares insights from her upcoming book, challenging traditional notions of work and advocating for more flexible and inclusive workplaces. In conclusion, the episode highlights the significance of nurturing curiosity, empathy, and transparency to drive successful service transformation initiatives. By prioritizing these elements, organizations can create environments conducive to employee well-being and customer satisfaction.    Tara Schwegler @ Linkedin https://www.linkedin.com/in/tara-schwegler/ [https://www.linkedin.com/in/tara-schwegler/]   Tara Schwegler @ Web https://www.taraschwegler.com/ [https://www.taraschwegler.com/]   Tara Schwegler @ Instagram https://www.instagram.com/taschweg/ [https://www.instagram.com/taschweg/]   Wil Lombardi https://www.linkedin.com/in/william-lombardi/ [https://www.linkedin.com/in/william-lombardi/]   Fred Jambukeswaran https://www.linkedin.com/in/fredjam/ [https://www.linkedin.com/in/fredjam/]