This week's Monday Morning Mobile Minute talks about "hero moments." I learned about this after lunch with an executive who mentioned "hero moments" multiple times during our meeting. To him, "hero moments" meant putting processes in place to serve team members. To us, "hero moments" means improving the conditions of our customers' businesses to enable technology, data, and information. What does "hero moments" mean to you? Where have you seen technology and data create "hero moments"?
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Transcription of Video:
And I want to start by telling a story. One of the best opportunities that I have is to meet visionary leaders from various businesses. And I had one of those great meetings last Friday where I visited with an executive who mentioned the phrase "hero moments" probably about a half a dozen times throughout our lunch. And in the context of the conversation that we were having, he was referring to how he had helped set up processes throughout their business to create hero-moment opportunities for team members. To create those conditions where his team members can have a hero moment with their customer and business partners.
It really got me thinking about system design. How when we are creating systems for our customers' business processes, how what we're really trying to do, we don't necessarily use this terminology, we're looking for those hero moments. We're looking for those opportunities where we can use technology to create a circumstance where an employee can provide better service to a customer. Or, we can improve the conditions between our team and the teams of our trading partners, and create those hero moments.
The way that the technology enables that, in my mind, is by gathering information, presenting information automatically instead of waiting for somebody to go draw information out. Or providing data that comes through the form of a push notification when certain conditions are met, so that somebody can be proactive about a condition in the business, rather than waiting to be reactive.
The technology itself doesn't create the hero moment, but if we think through those business processes, and we look for what those hero moments would really be in our business, and then look for ways to connect the technology to actually enable that, that's really where the technology enables the business outcomes that we're really looking for.
I'm curious to ask a question to you; where have you seen opportunities to use technologies to create hero moments in your business? I'd love to hear some input on that. And, as always, thanks again for taking a minute. And we'll see you again next week.
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