Marta James (GAICD) on LinkedIn: A mentorship program like no other! An exciting new mentorship program… (2024)

Fantastic Sisterhood Club event filled with incredible female power.Thank you to the wonderful speakers for sharing their experience with us. A couple things that highly resonated with me and I was pondering upon over the weekend were to remember the younger version of ourselves that brought us here and don't compromise on our authenticity.#womenintech

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Congratulations to all winners of this year's TechGirls Competition 👏 I was overwhelmed to witness the level of social awareness and creativity the teams showed in addressing the problems within their local community. #techgirlsmovement #girlsinstem #stemcareers #womenintech

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I had a pleasure to catch up with Kei Lee to share my thoughts on success and my journey as a part of the Kei2Success series. Tune in and let me know if my experience resonates with yours. See the full video athttps://lnkd.in/gfhn_cDd#kei2success#keytosuccess#keystosuccess #womenintech #leadership

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I love this interview snippet. Why you might ask? ... Because I'm one of these people who love to solve problems and get stuff done! Often finding myself working on strategic initiatives outside my main remit enriching my experience and cross-functional knowledge. So when someone asks me what I'm good at the list is long:🎯 Digital Transformation🎯 Digital Strategy 🎯 Product Strategy🎯 Product Management and Development🎯 Business Technology 🎯 Customer Experience🎯 Process Design and Improvement🎯 Change Management 🎯 GETTING STUFF DONE!Give me a shout if you need help in any of the above areas and leap frog your business digital maturity. #digitaltransformation #digitalstrategy #productinnovation #productstrategy #productmanagement #cx #processimprovement

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I’m humbled by the quality of entries to the 2023 Techgirls Competition. Seeing primary and secondary school age girls solving social problems in their community by use of technology for social good. The consideration, research and planning that goes into designing the apps is astonishing and makes the judging process extremely rewarding. Good luck to all the participants and I look forward to the winners announcement in a couple of weeks. Tech Girls Movement Foundation#2023TechgirlsCompetition #TechGirlsMovementFoundation #girlsinstem #girlsintech #womeninstem

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I’m fascinated by companies that gamble their customers' loyalty and choose to only design the ‘happy’ path in their customer journey. One of the recent culprits I came across was one of the biggest names in sports apparel. The experience from in-app browsing and purchasing was top notch. The breakdown occurred when one of the purchased items was not available for shipping. I received no updates to what happened. Was it delayed? Was it cancelled? Finally, digging into the depths of my account order history I learnt the item was cancelled. Yet, it still shows as available for purchase, so I purchased it again! The same occurred with no updates beyond confirmation of my order. Only yesterday (7 weeks later!) I received a notification from the customer support about what happened. But wait for it… no apologies or acknowledgement of the length of the process! Lesson for any CX leaders out there?🎯Consider the alternative CX journey paths - that’s where your customers will need you the most and will turn to self-service first. 🎯Online stock availability MUST align with what is available in your warehouse or distribution centre. 🎯Customer support availability and channel mix - if your website says it will take 7 days to respond to an email, guess what - customers will reach for a phone - your most expensive channel. Also, use the same channels for all parts of the customer journey from purchase to cancellations to refunds. 🎯Communicate, communicate, and communicate. Use data to deliver personalised experience and avoid any confusion or expectations misalignment. Provide clear and relevant updates, none of the generic stuff. It should be effortless to buy from you online. Your customers will love you for it and COME BACK! #cx #ecommercetips #ecommerce #ecommercesuccess #customerloyalty #digitalstrategy #digitalsuccess #e#productmanagement

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A visionary move or a sad killing of an iconic brand?In the pursuit of his dream to a super-app Elon Musk gets rid of the iconic blue bird logo, which many call a risky move. Every brand strategist and product leader dreams about their brand becoming part of urban slang and being one of the most recognisable logos in the world. New brand's name and value proposition should be carefully considered and underpinned by new customer experience and features. Yet with the Twitter rebranding all we are getting are hopes and dreams of new features coming in the future. Time will tell, if it's a visionary move or expensive end to the blue bird era.https://lnkd.in/g8-dzwgp

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Last week I said goodbye to my friends and colleagues at Whispir as my role was impacted by the most recent restructure.It has been an incredible journey working alongside such a remarkable team pushing boundaries of CX, technology, challenging the status quo driving innovation and operational excellence at Whipir. I am truly grateful for the experiences, knowledge, and friendships I have gained during my time with the company.I want to express my gratitude to Dima Vovchak and the leadership team for their guidance and mentorship. Your leadership has been instrumental in my growth and development, and I'm grateful for the opportunities you've provided me.Although I'm sad to be leaving, I'm also excited about what the future holds. If anyone in my network knows of any opportunity in Digital Transformation, Product or Salesforce platform management space, please keep me in mind or just reach out if you ever want to grab a coffee to just catch up. #digitaltransformation #innovation #productmanagement #CX #salesforce #leadership #opentowork #digitalstrategy

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Majority of companies claim that ‘customer is king’ yet when it comes to replatforming or technology upgrade initiatives I saw too many examples where customers’ experience and needs are overlooked for the sake of a faster release. My most recent experience of poor customer migration was when trying to prebook my parking online. I was welcomed by a message to re-register rather than login, then it took 5 minutes for the registration login screen to load. Needless to say, I did not end up booking the parking and used a competitor instead.For any business big or small it should be paramount to take the extra steps to truly be customer centric in the era where customers have the freedom to switch providers in seconds.In my experience, a well designed customer migration experience leads to greater customer satisfaction and retention, less internal process issues and needs for workarounds, but most importantly can save tens of millions of dollars in revenue. What’s more, it is fun and rewarding to be solving for customers' needs. If you experienced poor or excellent customer migration CX, share your thoughts in the comments below. #customerexperience #technology #cx #customermigration#digitalproducts #digitaltransformation

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