Customer-centric Change (Feat. Sushma Sundaran)

Customer-centric Change (Feat. Sushma Sundaran)

This week the Brew Crew discuss why the customer should be at the centre of any change initiative. Their special guest is Sushma Sundaran, a Senior Technology Delivery Manager at the Home Office, with extensive experience of customer-centric change. Topics covered include: listening to, understanding and meeting diverse customer needs; customer journey mapping; the customer experience; customer retention; the importance of shared values; the human touch; using CATWOE, the SARAH curve and more.

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Jaksot(128)

The Secret Stakeholder: Organisational Culture in Business Analysis | BA Brew

The Secret Stakeholder: Organisational Culture in Business Analysis | BA Brew

What is the ‘secret stakeholder’ in Business Analysis, and how can organisational culture influence your stakeholders, projects and change initiatives? In this episode of BA Brew, Jonathan Hunsley and...

25 Syys 29min

Hearing Impairments at Work: What Business Analysts Need to Know

Hearing Impairments at Work: What Business Analysts Need to Know

What is it like to work as a business analyst with a hearing impairment? In this episode of BA Brew, Kerry is joined by Abi and Mike, who share their personal experiences of hearing impairments and ho...

11 Syys 26min

How to Become a Senior Business Analyst: Skills, Career Progression and Opportunities

How to Become a Senior Business Analyst: Skills, Career Progression and Opportunities

What does it take to become a Senior Business Analyst, and how can you prepare for the next stage of your business analysis career? In this episode of The BA Brew, Mike, Lisa and Iurii discuss what be...

28 Elo 26min

Why Service Design Matters | Improving Customer Experience & Digital Transformation

Why Service Design Matters | Improving Customer Experience & Digital Transformation

Why do so many organisations still struggle to deliver great customer experiences? In this episode of BA Brew, Stuart Mullinger speaks with Dr Debra Paul and Jonathan Hunsley about their new BCS book,...

14 Elo 27min

How to Find Your Business Analysis Voice | BA Career Advice from Industry Leaders

How to Find Your Business Analysis Voice | BA Career Advice from Industry Leaders

Technical skills are only part of becoming a successful Business Analyst. Learning how to communicate with confidence, influence stakeholders and ask the right questions is what helps great Business A...

31 Heinä 30min

How to Improve Digital Change Collaboration: An Introduction to Service Frameworks (feat. Chris Pyatt and Victoria Banner)

How to Improve Digital Change Collaboration: An Introduction to Service Frameworks (feat. Chris Pyatt and Victoria Banner)

Service frameworks are a powerful yet often overlooked tool that can fundamentally change how teams understand, collaborate, and achieve outcomes.In this episode of BA Brew, Jonathan Hunsley from Assi...

12 Kesä 26min

Business Analysis Mode: Stuck On (feat. Stu Mullinger)

Business Analysis Mode: Stuck On (feat. Stu Mullinger)

Once you learn business analysis skills, do they ever really switch off?In this episode of BA Brew, Mike, Ruth, Kerry and Stu discuss how BA thinking becomes embedded into everyday life - shaping how ...

29 Touko 27min

Informal Networks & Gossip in Business Analysis (feat. Carlos Pullen-Ferreira)

Informal Networks & Gossip in Business Analysis (feat. Carlos Pullen-Ferreira)

Informal networks are one of the most powerful – and often overlooked - forces in organisations. For Business Analysts, understanding how information really flows can make the difference between strug...

15 Touko 28min

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