Abby:<\/strong> Going well but of course it\u2019s still early days.\u00a0 In past roles I\u2019ve had to explain why I need to be there, why I need to be part of the solution.\u00a0 Here I don\u2019t have to explain that or bang at the door – the seats are all at the table.\u00a0 We are working on breaking out of bad habits like looking at what\u2019s in the toolbox versus what problems do we want to solve.\u00a0 It\u2019s an orchestration mindset which sounds a bit utopian but its actually about aligning a common taxonomy and figuring out \u201cwhat does good look like.\u201d<\/p>\nI think of it like this: I\u2019ve become a fanatical rower\u2014 when you start rowing with a team every motion you make, if you\u2019re all not in sync you stall the boat and take away from the progress.\u00a0 This has been the perennial challenge of experience, technology and strategy for many years, and now we\u2019re in a position to change it.<\/p>\n
Melissa: <\/strong>What\u2019s exciting in the CX space right now?\u00a0<\/span><\/p>\nAbby:<\/strong> CX has a huge opportunity for tech as an enabler, I am seeing some amazing things to revolutionize call centers.\u00a0 We are at a moment in time where cost has come down and tech has advanced where we can create an amazing experience while saving companies money.\u00a0 There are some areas that are advancing faster out of necessity- for example, in healthcare and some healthcare services regulated like pensions.\u00a0 More exciting advances are happening because some countries are moving to direct benefit plans for example; this is helping people navigate a new financial future, that\u2019s where you see the impact, when people\u2019s lives change.<\/p>\nMelissa: <\/strong>What\u2019s your vision for Publicis Sapient and beyond, Abby?<\/span><\/p>\nAbby:<\/strong> We are getting more aligned as a global team, Melissa.\u00a0 The teams in each of the regions and countries are strong, I\u2019m amazed at the quality of the folks we have.\u00a0 But we need to get more standardization to work more effectively together for the scale that is required to meet client demand.\u00a0 I am looking for amazing talent, and more diverse talent.\u00a0 It\u2019s part of my commitment that our team from top to bottom reflects the same mix of gender, race, socioeconomic status and so forth.\u00a0 It’s important to make us a mirror of the people we are designing for.<\/p>\nThere are a few industries where we have more to give where Publicis has been doing great work \u2013 some of it is citizen experience so helping companies navigate decarbonization agendas and the future of mobility, for example, are places we can accelerate.<\/p>\n
Melissa: <\/strong>Your talent comments are spot on, what are the critical skills and how do you cultivate the culture to retain them?<\/span><\/p>\nAbby:<\/strong> We have a healthy, open culture which makes it easier. You\u2019ve got to have people with a growth mindset and I\u2019m looking for people with an interest in embracing and developing a more consultative approach to experience.\u00a0 They\u2019re interested in engaging and solving the problems with clients, and we need more of those people.\u00a0 We are also looking for professionals who have a thirst and hunger to know more about where data and AI are going, and also embrace an understanding of platform technologies.\u00a0 But also new alternative business models that are enabled by different experiences, people who can go deep in crafts but are hybrid in the ability to tune into the context of the world are working in.<\/p>\nMelissa: <\/strong>Going back to that big picture vision, what are the key elements of focus to bring that to life for your clients?<\/span><\/p>\nAbby:<\/strong> I\u2019d like to see us applying our skills more to citizen experience and energy transition, future mobility, and things that are meaningful and purposeful.\u00a0\u00a0 This hearkens back to recruitment and retention, Melissa \u2013 these things are purposeful to our experience team, and if we are providing work that is meaningful and filled with purpose they\u2019ll want to stay and grow and build their careers.\u00a0 We also want to develop unique skill sets, so we are doing product design and development, but we want to build more innovative specific centers of excellence to do this all more consistently at scale.\u00a0 We have three things to do 1. Design for innovation 2. product and service design and development and 3. Enterprise experience which includes employee experience, sales and service and commercial, and potentially back office.<\/p>\nMelissa: <\/strong>Thanks so much, Abby for sharing your vision with us. \u00a0I love how you\u2019ve said that while you can\u2019t determine an experience, you can encourage certain outcomes like loyalty or other value.\u00a0 And also, how holistically you look at experience is very in line with the way we view our OneOffice Ecosystem coming together.\u00a0 This is just the tip of the iceberg of how we need to align outcomes across stakeholders and really think about the impacts on our communities.<\/span><\/p>\nAbby:\u00a0 <\/strong>Thanks Melissa – it’s been great spending time with you today!<\/p>\n","protected":false},"excerpt":{"rendered":"We’ve talked a lot about the shift to the full-on digital workplace, and now we’re in this “phygital” purgatory where…<\/p>\n","protected":false},"author":7,"featured_media":5136,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[874,56,57],"tags":[941,943],"organization":[940],"ppma_author":[34,19],"class_list":["post-5134","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-engagement","category-design-thinking","category-digital-transformation","tag-abby-godee","tag-digital-experience","organization-publicis-sapient"],"acf":[],"yoast_head":"\n
Get ready to experience the Chief Experience Officer... meet Abby Godee - Horses for Sources | No Boundaries<\/title>\n \n \n \n \n \n \n \n \n \n \n \n \n\t \n\t \n\t \n \n \n \n \n\t \n\t \n\t \n