Transforming CX Operations - From McKinsey Insights to TouchPoint One Solutions

Once again, McKinsey & Company has delivered an indispensable resource for strategic planning and effective execution across industries to consider and share. The recent article published last week, "Breaking operational barriers to peak productivity," by Erik Schaefer, Joris Wijpkema, and Richard Sellschop, offers important insights that are clearly relevant for the CX sector.

I’ve highlighted several McKinsey reports this year, and their surveys and reporting never fail to shift the creative and strategic machinery into high gear.
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A few key takeaways:

⚡There's a glaring gap between Purpose/Strategy and Principles/Behaviors in most organizations.

⚡Practices cited as most important for performance show indefensibly low adoption levels.

⚡Getting started is often the hardest step in achieving operational excellence.

⚡True operational excellence requires commitment across the entire organization.

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Another known, but important point - the transition to remote and hybrid models has significantly eroded workforce connection, especially in contact centers. This factor, combined with McKinsey's findings, significantly influences TouchPoint One's approach to EX and CX solutions.
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The Adoption Gap: The McKinsey research reveals a critical disconnect: the practices most important for performance are the least adopted. Two stand out:

① Development-oriented feedback

② Transparent performance measurement using visual tools
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Our Acuity platform and A-GAME Leagues workforce gamification solutions are purpose-built to bridge this gap:

✔ Acuity provides real-time, AI-powered, visual performance dashboards, QM/Auto QA, and coaching - making performance fluid, transparent, intelligent, collaborative, and actionable.

✔ TouchPoint One gamification, particularly A-GAME Leagues facilitates continuous, development-oriented feedback through inclusive gamified experiences. By “inclusive” we mean everyone, from agent to executive, can connect, contribute, and consequently thrive!

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The Challenge of Getting Started: As the article notes, "Senior executives at the companies that have made the most progress toward operational excellence often say that one of the hardest steps is simply to get started." We've designed our solutions to make this critical first step easier:

✔ Acuity's modular design and consultative implementation approach allows for phased implementation, letting you start small, scale, transform, and continuously evolve.

✔ Acuity and A-GAME Leagues can be piloted, tailored, and perfected in specific teams/LOBs before rolling out organization-wide.

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Organization-Wide Commitment: McKinsey emphasizes that operational excellence "requires the whole organization's involvement so that entire processes can be reimagined from supplier through customer." Our platform is designed with this holistic approach in mind:

✔ Acuity integrates data across departments and lines of business, providing a unified view of performance.

✔ Acuity, including its gamification features involves employees at all levels, from frontline agents to C-suite executives, fostering a culture of engagement and excellence across departmental and organizational silos throughout the organization.

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The Human Connection Imperative: The BIG one! While AI and automation promise productivity boosts, we believe the most powerful, underutilized resource – and the one with the most potential to maximize AI’s value, is human connection. Our solutions prioritize this:

✔ Facilitating meaningful connections in remote and hybrid environments

✔ Aligning daily activities with organizational purpose

✔ Gamifying the work environment to boost engagement, recognition an feedback, and collaboration

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The Path Forward: Bridging the gaps revealed in the McKinsey research and our own observations centers on creating environments where employees feel connected, valued, and empowered - especially in remote and hybrid settings. Fundamentally, it concerns

① creating environments where employees feel connected, valued, and empowered - especially in remote and hybrid settings,

② aligning daily activities with organizational purpose, and

③ providing the feedback and transparency that employees crave.

TouchPoint One's Acuity platform and A-GAME Leagues are designed with this holistic view of productivity and progress in mind. We do more than just help customer contact organizations boost KPIs - we facilitate the connections, engagement, and excellence that drive genuine advancement in people, customers, community, and business.

Ready to turn McKinsey's insights into action? Let's explore how Acuity and A-GAME Leagues can eliminate operational gaps and elevate your EX and CX performance. We make "Getting Started" and winning easy, so contact us today. :-)

Thanks - and have an amazing week!

-Greg

#OperationalExcellence #CustomerExperience #WorkforceConnection #ProductivityGrowth #Gamification #EX #CX #EmployeeEngagement #A-GAME

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