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Customer Wellness & Fitness
March 13 @ 9:00 am - 10:00 am
Customer Wellness & Fitness
March 13, 2024 – 9-10am (US Pacific) (12 EST)
Customer Wellness & Fitness reveals the major cycles and moments of joy and disappointment in strategic service outsourcing engagements. At the core of this thesis is applying the physician’s Hippocratic Oath to complex service engagements “To Do No Harm.” Service agreements describing these engagements generally last anywhere from three years to ten years and represent hundreds of millions and at times billions of dollars of revenue over the contract period. We discover the first six months prior to contract signing and the first six months after contract signing represent a critical year. This is when the seeds are sown in the soil of the relationship for sustainable satisfaction and healthy performance or dissatisfaction and interaction illness. Developed diagnostics allow teams to understand if working together is on-track for success or will derail and wither early-on. Starting with inquiry and research for IBM clients and then observations with other enterprises and their clients value chain partners, there are observable patterns contributing to customer wellness and fitness across a constellation of enterprise activities. The good news: Most derailment factors are preventable. The bad news: Organization inertia and inappropriate incentives along with insufficient key performance indicators (KPIs) and service level agreements (SLAs) whether delivered by people or platforms continue to plague strategic relationships.
Speakers:
Kevin Clark – Event Lead, Content Revolution, ISSIP Ambassador
Martin Vilsøe, US CEO, Implement Consulting Group
Mack Turner, SVP emeritus for Market Insights and Research for Bank of America Merrill Lynch
With support from:
Jim Spohrer – Board of Directors
Christine Ouyang – Ambassador Leader
Michele Carroll – Executive Director
All who register will be sent recording link after the event.
Zoom link will be emailed out 30 minutes before event.
Recording:
Slides:
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Group (discussion):
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Kevin Clark
Kevin Clark is an award-winning business and brand experience strategist, serial author and entrepreneur, and alpine skier. He is Federation Leader and President of Content Evolution celebrating 22 years of service to clients, CEO of Choiceflows Inc., CEO of platformUX, a founding member of the SenseMapping and K2 practice teams. Tens of billions of dollars in intangible and brand value have been created and managed by Kevin. He is a recurring pioneer and innovation catalyst. Kevin advises leaders on the wants and needs of clients and customers at the intersection of emerging social and technology trends. Kevin holds several board positions both fiduciary and advisory.
Kevin is Director emeritus, Brand and Values Experience, IBM – global IBM Brand Experience Community Leader – and the first Brand Steward for ThinkPad notebook computers, today Lenovo. IBM is the most valuable business-to-business brand in the world valued at $72 billion by Interbrand when Kevin retired in 2009. Kevin is co-creator of the IBM client experience design program widely in use today; co-creator of the IBM Business Partner program; leader of the ThinkNext and Innovation Discovery processes. Kevin is former Director of Business Strategy and Brand Management for the IBM Personal Systems Group, and a senior member of the IBM Market Management Executive Committee (MMEC), member of the IBM Marketing Intelligence Leadership Committee (MIL) and has been a senior instructor for the IBM Marketing Management Institute.
Content Evolution is a federation of companies working with clients worldwide to practice listening and leading – and purposefully connecting organization intention with customer and stakeholder attention. As board Chairman and CEO of Choiceflows Kevin works with
voice-of-people research pioneers for advancing decisions with embodied research and policy briefs for companies around the world. In additional to Choiceflows, Kevin serves on the board of directors of 1200.AERO an aviation data company, and on the board of Ultisim
digital twins, is a Senior Strategy Advisor to guided video platform Storyvine, and Unmdl marketplace for online community and technical college courses and graduate placement. Kevin lectures at Duke University Fuqua School of Business, the University of Colorado Leeds Business School, Yale School of Management, Rochester University Simon Graduate School of Business, and is a named Adams Advisor for entrepreneurship at the University of North Carolina Kenan-Flagler Business School.
Kevin serves on the leadership team as the Chair of the Guests and Speakers Committee for the People-Centered Internet (PCI) co-founded by Internet inventor Vint Cerf (Internet celebrating its 50th Anniversary in 2024), is a founding member of the Relationship Economy
eXpedition (REX), and has been is an advisor to the Aspen Institute, Atlantic Council, Institute for the Future, and International Advisor to Human Centered Design Network of Japan (HCD-net).
Kevin has served on the steering committee of MIT Media Lab, received career recognition and the NASA Astronaut’s Office Award in 2005 and then an award from IBM as an influential executive advocate for NASA and United Space Alliance (USA) in 2006.
Kevin is the author of Brandscendence: Three Essential Elements of Enduring Brands published by Kaplan/Dearborn in 2004. He is a contributing author to Wireless Rules: New Marketing Strategies for Customer Relationship Management Anytime, Anywhere with the chapter “The Future of Marketing in a Wireless World,” McGraw Hill, 2001; Building Strategic Concepts for the Intelligence Enterprise, chapter “The Trusted Advisor,” Office of the Director of National Intelligence, 2009. Value Above Cost: Driving Superior Financial Performance, with the chapter sidebar contribution “Values, Value, Valuation,” Wharton School Publishing, 2009; The Handbook of Strategic Public Relations and Integrated Marketing Communications with the chapter “Relationship Transformation: Shifting Media Boundaries,” 2012. He is co-author of the keynote article “Unleashing the Power of Design Thinking” for the summer 2008 issue of Design Management Review and appearing as a chapter in Design Thinking: Integrating Innovation, Customer Experience and Brand Value published by Alworth Press, 2010. He is co-author with Kazuhiko Yamazaki of “Listening and Leading in User-Focused Design” published by International Council of Societies of Industrial
Design, Seoul, Korea, 2001. He is co-author of “IBM’s Think Strategy: melding business and brand strategy,” appearing in the spring 2004 issue of Strategy and Leadership magazine, co-author of “Experience Design that Drives Consideration” for the Winter 2006 issue of
Design Management Review, and “How IBM Innovates” for the April 2006 issue cover story for PDMA Visions. He is author of “Engaging and Adaptive: Beyond Ease of Use” (2009) and “Collaborative Innovation and Human Interaction” (2011) published by Human Computing Interaction International and Springer. His paper with Dr. Kazuhiko Yamazaki “Culture- Centered Design and Digital Transformation” is delivered at the International Human Systems Integration (IHSI) Conference during the first quarter of 2019 published by Springer. “Designing Presence” with Dr. Kazuhiko Yamazaki is the keynote article on page seven of the book of proceedings and delivered at the International Conference on Human Interaction & Emerging Technologies: Artificial Intelligence & Future Applications (IHIET-AI) in 2020 published by Springer. “Designing from the Inside Out” receives a Best Paper Award from the 2021 Applied Human Factors and Ergonomics (AHFE) Conference by Kevin Clark (lead author), Dr. Stacey Baer, Todd Hoskins, James Kwolyk, and Dr. Kazuhiko Yamazaki, with proceedings published by Springer. “COVID Choices: Research and Online System for Main Street Decision Making” is published by AHFE in 2022 by Kevin Clark (lead author), Dr. Richard Carson, and Dr. Jordan Louviere. “Tokyo Sensory Safari” is published by AHFE in 2023 by Kevin Clark (lead author), James Kwolyk, Sruti Vijaykumar, and Dr. Kazuhiko Yamazaki.
Kevin is a graduate of the University of Tulsa with a Bachelor of Science Degree from the School of Communications with minors in business and philosophy and is a member of the Mortar Board National Honor Society. He has certifications from IBM Management School, IBM Senior Leadership Institute, IBM Strategic Leadership Forum at Harvard Business School, IBM MBA Fundamentals, and Creating World Class Capabilities from The Wharton School at the University of Pennsylvania.