MAXimizing Business Culture of MAXimum Business Results
The best customer experience (CX) begins with a real long-term investment in the employee experience.
How do you really create a positive business culture that yields measurable results and, more importantly, why is doing so worth the effort? These were the questions that formed the foundations of Sitel Group® Co-Founder and Global COO Olivier Camino’s keynote speech at this year’s EmpowerCX Virtual.
“Our mission has always been to be the leader in this industry when it comes to the employee experience,” says Camino, a man who is adamant about this subject and how it’s key to creating a differentiated CX.
Your People are the Biggest Differentiator
Indeed, since Sitel Group was formed, its people – their breadth of expertise and their diversity of backgrounds and ideas – have been crucial in cementing the organization’s place within the business process outsourcing (BPO) industry.
“They have always been our secret ingredient. Our people are what makes Sitel Group stand out in the marketplace,” explains Camino. “They’re why, even in the face of a global pandemic, we have risen to the challenge and why we remain responsive to our clients’ needs, no matter how they change.”
Every company across every vertical that has ever truly succeeded – and grown stronger – in the face of adversity has had one thing in common: culture. A culture that unites and empowers people, one that amplifies their voices and recognizes their achievements and harnesses their capabilities so that everyone is constantly encouraged to be the best they can be.
This is easy to understand because as well as overcoming obstacles as they present themselves, a reinforced people-centric business culture is key to continued innovation, for successful digital business transformation and successfully continuing to attract and retain the best and the brightest to an organization.
How do you Measure your Employee Experience?
However, it is also easy to just pay lip service to culture while delivering little more than catchy slogans and competitive salaries, or worse still take a scattergun approach to experience and engagement without first establishing a clear plan.
“So, how do you turn a cultural mission into a methodology?” posits Camino. “How do you take this idea of building the employee experience beyond posters on walls or posts on social media?”
The answer is to transform your workforce into a genuine community where dialog, between co-workers, between disciplines, across management and across global territories is not simply possible, but positively encouraged. But, that’s just the first step.
“Don’t mistake [the community] for a think-tank or simple feedback program,” warns Camino. Instead, see it as an employee owned and managed community that is actively engaged in the organizational matters that matter most to employees – culture; technology; and the workplace itself.
Sitel Group’s all-in initiative for enriching business culture and optimizing the employee experience is called Sitel MAX (My Associate Experience). Launched on October 1, 2019, it has played a defining role in developing tools and processes, strengthening resolve in the face of one of the most challenging years in modern history and providing innovative ideas and solutions for improving how and where people work.
“The Sitel MAX community is actively engaged and involved at each stage of any new project from initial insights and ideas to prototyping and testing,” says Camino “It is engaging our 90,000 associates. It gives them a voice. It allows them to share their valuable insights; and it is steering our innovation.”
And crucially, the community is working. Over the past 12 months Sitel MAX has delivered more than many initiatives are able to deliver in their lifetime for a business.
“Sitel MAX is enabling our teams to do more, to do better, and to work faster,” reveals Camino. “It is why as we look to the future, we do so knowing we will continue adapting to the changing needs of our industry and the brands we support.”
To learn more about Sitel MAX and the crucial role it has played in Sitel Group’s success over the past 12 months, watch Olivier Camino’s keynote in full here and discover how as a virtually connected global community, we are harnessing the power of our people and realizing our vision of being the industry leader when it comes to employee experience.