Forrester’s Kate Leggett highlights significant trends for organizations to leverage in 2014.

How the government transportation organization has built a seamless, decision-based incident management environment to more efficiently track, manage and respond to a myriad of events.

Hear Peter McDonald, General Manager for Process Excellence at Telstra, discuss how Australia’s leading telecommunications and information services provider is driving customer centricity through process excellence. In this edition of the Build for Change Digest, Mr. McDonald details how the telco giant has redoubled its efforts to truly wow its customers. Whether it’s fulfilling B-to-B orders faster, or providing customers with a real-time status of their order, Telstra’s innovation is enabling it to transform the customer experience and create newfound customer advocates.

In this edition of the Build for Change Digest, Jabil's Director, Lean Six Sigma, Gerry McCool discusses how Jabil is using advanced BPM to build on their organization's success with Lean Six Sigma. Jabil is a manufacturing company that takes continuous improvement seriously. A 17.2b company in 2012 with 165,000 associates around the globe.

In the third chapter of a discussion with contact center industry experts Brad Cleveland and Terri Pennypacker, the podcast explores how social media can energize and fuel a process transformation in traditional customer service. Rather than regard social customer service as an unwinnable challenge, forward thinking customer service and engagement contact center managers can find rich insight in social input, and convert service issues into new loyalty.

In the second chapter of a discussion with contact center industry experts Brad Cleveland and Terri Pennypacker, the podcast explores the metrics and strategies contact center managers should embrace if they want to excel in the middle of a tidal wave of rising consumer expectations. If done well, customer contact centers can become customer engagement hubs that drive revenue and strategic goals -- rather than be regarded as a cost center.