Med CS Strategy - Mar 2021

1. Process/Tech Roadmap: Becca

1.1. Process

1.1.1. Process Advisory

1.1.2. Create familiarity to Order Management processes; represent CS in cross-segment collaboration efforts (SA, PPE, etc)

1.2. Technology

1.2.1. CSS Portfolio projects - Process Owner/SME

1.2.2. CHIP Tools - SRF, GRID, CTA

1.2.3. Automation (Amit) - Prioritization

1.2.4. Automation (Corp IT) - developing relationship

1.2.5. Enhancements - Prioritization for TPM / Genesys/etc

1.3. 3 Tier Service Model

1.3.1. Project Management (Becca)

1.3.2. Concierge - Sustain (Justin)

1.3.3. Premium - Standup/Sustain (Van)

1.3.4. Cluster - Standup/Sustain (Van

2. Customer Roadmap: Cara

2.1. Sales

2.1.1. Sales Advisory Councils

2.1.2. RFPs

2.1.3. Fraud

2.2. Market Adoption

2.2.1. Webinar Series/Tracking

2.2.2. Targeting/Tracking

2.2.3. Liaison with OCM

2.2.4. Market Ambassadors

2.2.5. Measurement (use of Market)

2.3. Communication Playbook

2.3.1. IVR

2.3.2. SRT

2.3.3. Weather/Disaster Relief

2.3.4. Intranet / Internet - External Facing messaging

2.3.5. Communication Channels and Use

2.3.6. Distribution Center complications

2.3.7. Project Care

2.3.8. Continuity Plan

2.3.9. CS phone hours of operation

2.3.10. Holidays/Planned Closures

2.3.11. Evergreen and audit process

3. People Roadmap: Nancy

3.1. Virtual / Remote Worker / HBA

3.1.1. Remote Work Agreement - partner with HR BPs

3.1.2. HBA Council

3.1.3. Voice of the Employee - agent / supervisor / field location regional

3.1.4. Celebrations

3.1.4.1. Holiday

3.1.4.2. Customer Service Appreciation Week

3.1.5. Agent Development - liaison with Learning

3.2. Hub Locations

3.2.1. Project Wonder - LR

3.2.2. Hub usage guidelines

3.2.3. Strategy on Hub/Spoke vs full Field

3.2.4. Locale specific viewpoints related to celebrations

3.3. Onboarding / Offboarding

4. Going Well/Not Going Well

4.1. Work well moving to the work

4.2. Not tie directly to individual roadmaps but look at each effort individually and organically align to what people gravitate to + skills align

4.3. Role alignment with Erika team (overlap); tend to only partner when they don't have the partners they need to get it done

4.4. Further connect in CHIP/US - need someone on our team from CHIP

4.5. HBA/Culture/VOE - tying tighter to Ashlee and her leaders but not included; bi-weekly with Ashlee doesn't close the loop on everything (if we had known we could have provided inputs + assisted + provide support)

4.6. Resolution Report Charter - would have liked to be more involved in the start of writing this charter

4.7. Communicating what we are working on; getting big picture of our work up and out to all levels

4.8. Ops team specific - communication across to who conquers, what