RGP Chief Strategy & Experience Officer Jennifer Jones on the human experience of digital transformation

About this episode

The episode discusses the importance of the human experience in digital transformation and customer experience, featuring insights from Jennifer Jones of RGP.

What if the biggest obstacle to delivering a world-class customer experience isn't your technology or your strategy, but the very way your teams are structured and enabled to work? Agility requires creating an internal environment that can fluidly adapt to—and even anticipate—the needs of the external customer. Today, we're going to talk about: the often-overlooked foundation of successful business transformation: the human experience. We’ll explore: Why the employee experience isn't just an HR initiative but a direct driver of customer outcomes How designing systems around the way people actually think—not just how we’re organized on a chart—is critical. The practical application of a human-centered lens to business processes Why so many large-scale changes fail when they don't properly connect the dots between people, processes, and technology. To help me discuss this topic, I'd like to welcome, Jennifer Jones, Chief Strategy & Experience Officer at RGP. About Jennifer Jones Jennifer Jones is Chief Strategy & Experience Officer at RGP, a global professional services firm, where she leads enterprise strategy and experience end-to-end—aligning go-to-market, customer and…

People in this episode

Host: Greg Kihlström

Guest: Jennifer Jones

Topics covered

• customer experience
• digital transformation
• employee experience
• business processes
• human-centered design
• organizational structure

Keywords

• digital transformation
• customer experience
• employee experience
• business transformation
• human-centered design
• organizational agility

Mentioned in this episode

Organizations: RGP

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