Retrospective | IBF Customer Experience by Trechelle Lyn Ras https://padlet.com/trechras/CXretrospective Define areas of improvements for the next delivery en-us 2020-07-27 01:16:58 UTC 2021-04-01 03:38:02 UTC hello@padlet.com Let's review the CX journey trechras https://padlet.com/trechras/CXretrospective/wish/662897899 1.  What is missing, fill in more step 
2. Let's identify the lows and highs 
3. What needs to be added? ]]> 2020-07-27 01:16:58 UTC https://padlet.com/trechras/CXretrospective/wish/662897899 Pre trechras https://padlet.com/trechras/CXretrospective/wish/662897900 2020-07-27 01:16:58 UTC https://padlet.com/trechras/CXretrospective/wish/662897900 Capture pain points & learnings trechras https://padlet.com/trechras/CXretrospective/wish/662897906 - What worked well (GREEN)
- What are some pain-points/areas for improvements? (Facilitators, CX, participants) (RED) ]]> 2020-07-27 01:16:58 UTC https://padlet.com/trechras/CXretrospective/wish/662897906 Participant Feedback trechras https://padlet.com/trechras/CXretrospective/wish/662897907 2020-07-27 01:16:58 UTC https://padlet.com/trechras/CXretrospective/wish/662897907 ... trechras https://padlet.com/trechras/CXretrospective/wish/662897930 2020-07-27 01:16:58 UTC https://padlet.com/trechras/CXretrospective/wish/662897930 OBJECTIVE trechras https://padlet.com/trechras/CXretrospective/wish/662899250 Document learnings and find areas for improvements. ]]> 2020-07-27 01:18:53 UTC https://padlet.com/trechras/CXretrospective/wish/662899250 KEY PRINCIPLES trechras https://padlet.com/trechras/CXretrospective/wish/662899623 HIGHEST PRIORITY  Make participant's journey more seamless and delightful!
Secondary: Implement a more streamlined internal process (low effort, high impact), be able to on-board and empower more CX in the future ]]> 2020-07-27 01:19:27 UTC https://padlet.com/trechras/CXretrospective/wish/662899623 During trechras https://padlet.com/trechras/CXretrospective/wish/662900779 2020-07-27 01:21:13 UTC https://padlet.com/trechras/CXretrospective/wish/662900779 Post trechras https://padlet.com/trechras/CXretrospective/wish/662900826 2020-07-27 01:21:17 UTC https://padlet.com/trechras/CXretrospective/wish/662900826 Setting-up (2 weeks before) trechras https://padlet.com/trechras/CXretrospective/wish/662905030 BRIEFING PACK
Zoom link
Whatsapp group
Pre-task
Survey for pre-task

PARTICIPANT LIST
LANDING PAGE

]]> 2020-07-27 01:27:17 UTC https://padlet.com/trechras/CXretrospective/wish/662905030 WELCOME (2 days before) trechras https://padlet.com/trechras/CXretrospective/wish/662906069 WHATSAPP WELCOME MESSAGE
Script
Zoom link]]> 2020-07-27 01:28:38 UTC https://padlet.com/trechras/CXretrospective/wish/662906069 Update landing page trechras https://padlet.com/trechras/CXretrospective/wish/662906771 2020-07-27 01:29:27 UTC https://padlet.com/trechras/CXretrospective/wish/662906771 Thank you message on whatsapp trechras https://padlet.com/trechras/CXretrospective/wish/662906987 Post  landing page
Remind on survey
 ]]> 2020-07-27 01:29:45 UTC https://padlet.com/trechras/CXretrospective/wish/662906987 Open Zoom trechras https://padlet.com/trechras/CXretrospective/wish/662910817 2020-07-27 01:34:49 UTC https://padlet.com/trechras/CXretrospective/wish/662910817 Send reminders trechras https://padlet.com/trechras/CXretrospective/wish/662911428 Whatsapp 
Email ]]> 2020-07-27 01:35:42 UTC https://padlet.com/trechras/CXretrospective/wish/662911428 Reminder for the assignment trechras https://padlet.com/trechras/CXretrospective/wish/662911914 2020-07-27 01:36:24 UTC https://padlet.com/trechras/CXretrospective/wish/662911914 Internal trechras https://padlet.com/trechras/CXretrospective/wish/662912059 Facilitate the marking for main facilitators to do the marking ]]> 2020-07-27 01:36:35 UTC https://padlet.com/trechras/CXretrospective/wish/662912059 Clearer instructions before breakouts trechras https://padlet.com/trechras/CXretrospective/wish/662915014 We need clearer instructions for breakout room discussions.]]> 2020-07-27 01:40:23 UTC https://padlet.com/trechras/CXretrospective/wish/662915014 Group Instruction - sometomes get lost trechras https://padlet.com/trechras/CXretrospective/wish/662915136 Instructions for group discussions need to be clearer as once we break into rooms, sometimes we get a bit lost]]> 2020-07-27 01:40:33 UTC https://padlet.com/trechras/CXretrospective/wish/662915136 Instructions for breakouts trechras https://padlet.com/trechras/CXretrospective/wish/662915268 the trainers are very knowledgeable, but sometimes the guidance for discussion is not enough. When we entered the breakout room for discussion, we don't know what we should do

]]> 2020-07-27 01:40:43 UTC https://padlet.com/trechras/CXretrospective/wish/662915268 Group Moderation trechras https://padlet.com/trechras/CXretrospective/wish/662915475 Suggest to have more moderation during breakout session, since not all participants with marketing backgrounds, and would need more help to facilitate the discussion in small teams.]]> 2020-07-27 01:40:56 UTC https://padlet.com/trechras/CXretrospective/wish/662915475 Group interaction - depending on team trechras https://padlet.com/trechras/CXretrospective/wish/662915569 "Interaction within small group might be tricky. Facilitators should join more frequently if possible."]]> 2020-07-27 01:41:01 UTC https://padlet.com/trechras/CXretrospective/wish/662915569 Loved the landing page! trechras https://padlet.com/trechras/CXretrospective/wish/662916182 I appreciate the generosity of the Hyper Island team with the resources]]> 2020-07-27 01:41:47 UTC https://padlet.com/trechras/CXretrospective/wish/662916182 Breakout rooms trechras https://padlet.com/trechras/CXretrospective/wish/662925090 2020-07-27 01:54:17 UTC https://padlet.com/trechras/CXretrospective/wish/662925090 Send instructions trechras https://padlet.com/trechras/CXretrospective/wish/662925476 2020-07-27 01:54:42 UTC https://padlet.com/trechras/CXretrospective/wish/662925476 Great coordination between facilitators! trechras https://padlet.com/trechras/CXretrospective/wish/662933500 2020-07-27 02:06:03 UTC https://padlet.com/trechras/CXretrospective/wish/662933500 Team Groupings trechras https://padlet.com/trechras/CXretrospective/wish/662936179 2020-07-27 02:09:58 UTC https://padlet.com/trechras/CXretrospective/wish/662936179 Mentimeter was well used trechras https://padlet.com/trechras/CXretrospective/wish/662944143 Typical hard to 'make' ppl talk

]]> 2020-07-27 02:20:36 UTC https://padlet.com/trechras/CXretrospective/wish/662944143 Minimize confusion trechras https://padlet.com/trechras/CXretrospective/wish/662945347 Repeat the questions/action verbally and type in the chat so that everyone can stick to it and minimize confusion. But overall is great! Thank you!

]]> 2020-07-27 02:22:30 UTC https://padlet.com/trechras/CXretrospective/wish/662945347 Break-out Rooms trechras https://padlet.com/trechras/CXretrospective/wish/662947701 (1) Exiting from the breakout rooms was quite abrupt. Is there a way to put a countdown timer throughout the breakout session?

]]> 2020-07-27 02:26:08 UTC https://padlet.com/trechras/CXretrospective/wish/662947701 Possibility of Half-days trechras https://padlet.com/trechras/CXretrospective/wish/662947920 (2) Presentations to be available at half-day intervals for us to be able to review. ]]> 2020-07-27 02:26:27 UTC https://padlet.com/trechras/CXretrospective/wish/662947920 Longer journeys trechras https://padlet.com/trechras/CXretrospective/wish/662947963 (3) More digital first companies for us to learn from, maybe not during the 2-day programme, but at our own time.]]> 2020-07-27 02:26:32 UTC https://padlet.com/trechras/CXretrospective/wish/662947963 Interaction within small teams trechras https://padlet.com/trechras/CXretrospective/wish/662950950 Interaction within small group might be tricky. Facilitators should join more frequently if possible.

]]> 2020-07-27 02:31:03 UTC https://padlet.com/trechras/CXretrospective/wish/662950950 Technology set-ups for overseas trechras https://padlet.com/trechras/CXretrospective/wish/662951625 For BU's based in China, VPN is needed to access some of the website, maybe to give advance notice.

]]> 2020-07-27 02:32:03 UTC https://padlet.com/trechras/CXretrospective/wish/662951625 Moderation trechras https://padlet.com/trechras/CXretrospective/wish/662979718 2020-07-27 03:14:01 UTC https://padlet.com/trechras/CXretrospective/wish/662979718 Attendance trechras https://padlet.com/trechras/CXretrospective/wish/662979777 2020-07-27 03:14:06 UTC https://padlet.com/trechras/CXretrospective/wish/662979777 Zoom recording trechras https://padlet.com/trechras/CXretrospective/wish/662979873 2020-07-27 03:14:16 UTC https://padlet.com/trechras/CXretrospective/wish/662979873 Make facilitators co-hosts leongyengwai https://padlet.com/trechras/CXretrospective/wish/662980226 2020-07-27 03:14:57 UTC https://padlet.com/trechras/CXretrospective/wish/662980226 Evaluation/ Survey for compliance trechras https://padlet.com/trechras/CXretrospective/wish/662980437 2020-07-27 03:15:21 UTC https://padlet.com/trechras/CXretrospective/wish/662980437 Certification peiyifu https://padlet.com/trechras/CXretrospective/wish/662980904 2020-07-27 03:16:12 UTC https://padlet.com/trechras/CXretrospective/wish/662980904 A way to access survey results better trechras https://padlet.com/trechras/CXretrospective/wish/662982324 2020-07-27 03:18:16 UTC https://padlet.com/trechras/CXretrospective/wish/662982324 Documentation trechras https://padlet.com/trechras/CXretrospective/wish/662982621 A main folder for these items]]> 2020-07-27 03:18:45 UTC https://padlet.com/trechras/CXretrospective/wish/662982621 Advise participants to rename their device for attendance purpose trechras https://padlet.com/trechras/CXretrospective/wish/662984540 2020-07-27 03:21:52 UTC https://padlet.com/trechras/CXretrospective/wish/662984540 QR code for attendance trechras https://padlet.com/trechras/CXretrospective/wish/662984728 2020-07-27 03:22:12 UTC https://padlet.com/trechras/CXretrospective/wish/662984728 Single Briefing Pack per course trechras https://padlet.com/trechras/CXretrospective/wish/662985478 The Briefing pack creation can be streamlined as there is a lot of duplicate work that goes on and can end up being a bottle neck. Instead of recreating briefing packs, we could add the zoom and WhatsApp links into the email we send to participants.]]> 2020-07-27 03:23:24 UTC https://padlet.com/trechras/CXretrospective/wish/662985478 Same ZOOM Recurring Links for the courses trechras https://padlet.com/trechras/CXretrospective/wish/662986275 2020-07-27 03:24:38 UTC https://padlet.com/trechras/CXretrospective/wish/662986275 Edit Waiting Room message leongyengwai https://padlet.com/trechras/CXretrospective/wish/662986297 2020-07-27 03:24:40 UTC https://padlet.com/trechras/CXretrospective/wish/662986297 CX trechras https://padlet.com/trechras/CXretrospective/wish/662986839 2020-07-27 03:25:33 UTC https://padlet.com/trechras/CXretrospective/wish/662986839 Zoom recording to have date and title of the course (IBF requirement) trechras https://padlet.com/trechras/CXretrospective/wish/662987854 2020-07-27 03:27:11 UTC https://padlet.com/trechras/CXretrospective/wish/662987854 A version control for Briefing pack vs one per session trechras https://padlet.com/trechras/CXretrospective/wish/662988138 Romulo... ]]> 2020-07-27 03:27:38 UTC https://padlet.com/trechras/CXretrospective/wish/662988138 Verification of the NRICs trechras https://padlet.com/trechras/CXretrospective/wish/662989189 - verify before, during the signing-up for the program
- if not comfortable, last resort, flashing of their ID, can be made available
- encryption of their NRIC + email in a separate email for password]]> 2020-07-27 03:29:05 UTC https://padlet.com/trechras/CXretrospective/wish/662989189 Verification of the NRIC trechras https://padlet.com/trechras/CXretrospective/wish/662991066 2020-07-27 03:31:50 UTC https://padlet.com/trechras/CXretrospective/wish/662991066 Enhance the tech requirements for the briefing pack trechras https://padlet.com/trechras/CXretrospective/wish/662995769 VPN - China ]]> 2020-07-27 03:38:44 UTC https://padlet.com/trechras/CXretrospective/wish/662995769 Rom to share School of life briefing pack trechras https://padlet.com/trechras/CXretrospective/wish/662998327 2020-07-27 03:42:22 UTC https://padlet.com/trechras/CXretrospective/wish/662998327 On team groupings - Spend more time as a team to get comfortable trechras https://padlet.com/trechras/CXretrospective/wish/662998844 First breakout should be teaming.. 
Why are you here and what are you wanting to get from it? ]]> 2020-07-27 03:43:10 UTC https://padlet.com/trechras/CXretrospective/wish/662998844 Doorbell chimes when people are coming in and dropping off trechras https://padlet.com/trechras/CXretrospective/wish/663000226 2020-07-27 03:45:05 UTC https://padlet.com/trechras/CXretrospective/wish/663000226 Water-cooler/ meeting people as you would during the F2F is not the same digitally trechras https://padlet.com/trechras/CXretrospective/wish/663001056 2020-07-27 03:46:29 UTC https://padlet.com/trechras/CXretrospective/wish/663001056 Curation of Groups trechras https://padlet.com/trechras/CXretrospective/wish/663001711 - based on personality
- experience ]]> 2020-07-27 03:47:31 UTC https://padlet.com/trechras/CXretrospective/wish/663001711 Add in the intro-slide & setting up trechras https://padlet.com/trechras/CXretrospective/wish/663002254 -  Take ownership of Team dynamics ]]> 2020-07-27 03:48:25 UTC https://padlet.com/trechras/CXretrospective/wish/663002254 Cameras + mic compulsory trechras https://padlet.com/trechras/CXretrospective/wish/663003444 Add in the briefing pack ]]> 2020-07-27 03:50:20 UTC https://padlet.com/trechras/CXretrospective/wish/663003444 Bringing people back & attendance trechras https://padlet.com/trechras/CXretrospective/wish/663007787 Make it L&D's responsibility especially for Corporate clients ]]> 2020-07-27 03:56:22 UTC https://padlet.com/trechras/CXretrospective/wish/663007787 ACTION ITEMS trechras https://padlet.com/trechras/CXretrospective/wish/663009268 1. Version 2.0 of Briefing Pack
2. Version 2.0 of the intro slides 
3. Schedule round 2 of the session (During + Post)
4. Sprint on better way to do assignments  ]]> 2020-07-27 03:58:34 UTC https://padlet.com/trechras/CXretrospective/wish/663009268 Better way to run assignments trechras https://padlet.com/trechras/CXretrospective/wish/663011951 2020-07-27 04:02:36 UTC https://padlet.com/trechras/CXretrospective/wish/663011951 How might we keep track of submissions trechras https://padlet.com/trechras/CXretrospective/wish/671960035 2020-08-07 00:50:55 UTC https://padlet.com/trechras/CXretrospective/wish/671960035 How might we give participants confirmation of their submissions? trechras https://padlet.com/trechras/CXretrospective/wish/671960156 2020-08-07 00:51:04 UTC https://padlet.com/trechras/CXretrospective/wish/671960156 Do they want to be included in the Whatsapp group? trechras https://padlet.com/trechras/CXretrospective/wish/686632828 e.g. if they don't want to be included in the Whatsapp etc.. ]]> 2020-08-19 07:08:04 UTC https://padlet.com/trechras/CXretrospective/wish/686632828 Corporates trechras https://padlet.com/trechras/CXretrospective/wish/686633885 We don't have whatsapp, we have the HR... ]]> 2020-08-19 07:09:24 UTC https://padlet.com/trechras/CXretrospective/wish/686633885 Corporates trechras https://padlet.com/trechras/CXretrospective/wish/686634139 Personal Email addresses ... ]]> 2020-08-19 07:09:46 UTC https://padlet.com/trechras/CXretrospective/wish/686634139 F2F flow..... trechras https://padlet.com/trechras/CXretrospective/wish/686636597 What would we do when it's face to face? 

Venue: Hyper Island + Client's 

Pei yi + Zai + Peachy for the f2f

(Check with client for the measure in place already set-up)]]> 2020-08-19 07:12:43 UTC https://padlet.com/trechras/CXretrospective/wish/686636597 People asking for extension for deadlines trechras https://padlet.com/trechras/CXretrospective/wish/686638908 2020-08-19 07:15:19 UTC https://padlet.com/trechras/CXretrospective/wish/686638908 Some people asking for feedback (additional) trechras https://padlet.com/trechras/CXretrospective/wish/686639113 Motivated ones ... ]]> 2020-08-19 07:15:34 UTC https://padlet.com/trechras/CXretrospective/wish/686639113 Asking for example work trechras https://padlet.com/trechras/CXretrospective/wish/686639480 Didn't get the instructions or not confident ]]> 2020-08-19 07:16:03 UTC https://padlet.com/trechras/CXretrospective/wish/686639480 85% people submitted on Google docs but some have no access on google trechras https://padlet.com/trechras/CXretrospective/wish/686639869 2020-08-19 07:16:32 UTC https://padlet.com/trechras/CXretrospective/wish/686639869 The chasing is a pain! trechras https://padlet.com/trechras/CXretrospective/wish/686640473 2020-08-19 07:17:10 UTC https://padlet.com/trechras/CXretrospective/wish/686640473 Corporates trechras https://padlet.com/trechras/CXretrospective/wish/686641447 When not going for IBF funding, anyone who submits assignment gets a certificate... 
- for corporates not under IBF, can they fail.. ]]> 2020-08-19 07:18:14 UTC https://padlet.com/trechras/CXretrospective/wish/686641447 The assignment instruction should be clearer... trechras https://padlet.com/trechras/CXretrospective/wish/686642863 The reason of doing assignments is that we know that you apply what you learned... 

Something wrong with the description of assignment... it's a plan vs the manifestation of learning ]]> 2020-08-19 07:19:46 UTC https://padlet.com/trechras/CXretrospective/wish/686642863 Ken is chasing for the assignment trechras https://padlet.com/trechras/CXretrospective/wish/686644576 2020-08-19 07:21:48 UTC https://padlet.com/trechras/CXretrospective/wish/686644576 Particiapnts asking whether they passed and when they get the certificate. trechras https://padlet.com/trechras/CXretrospective/wish/686644850 2020-08-19 07:22:04 UTC https://padlet.com/trechras/CXretrospective/wish/686644850 When they submit on Google docs, they don't get any confirmation... trechras https://padlet.com/trechras/CXretrospective/wish/686645507 2020-08-19 07:22:48 UTC https://padlet.com/trechras/CXretrospective/wish/686645507 What's our timeline from finishing the workshop to getting the certificate. trechras https://padlet.com/trechras/CXretrospective/wish/686645810 2020-08-19 07:23:10 UTC https://padlet.com/trechras/CXretrospective/wish/686645810 Accredible Certificates trechras https://padlet.com/trechras/CXretrospective/wish/686647016 Still working ( design & signature left) ]]> 2020-08-19 07:24:39 UTC https://padlet.com/trechras/CXretrospective/wish/686647016 How much time is dedicated to marking? trechras https://padlet.com/trechras/CXretrospective/wish/686648684 2020-08-19 07:26:31 UTC https://padlet.com/trechras/CXretrospective/wish/686648684 HMW redesign & simplify the assignments for IBF... trechras https://padlet.com/trechras/CXretrospective/wish/686649446 2020-08-19 07:27:28 UTC https://padlet.com/trechras/CXretrospective/wish/686649446 Corporates not under IBF, simplify (e.g. TMRW, AIA format) trechras https://padlet.com/trechras/CXretrospective/wish/686649865 2020-08-19 07:27:59 UTC https://padlet.com/trechras/CXretrospective/wish/686649865 We need someone who is managing the helicopter view... (e.g. Juanita for her clients, Div for her clients) trechras https://padlet.com/trechras/CXretrospective/wish/686655328 2020-08-19 07:35:00 UTC https://padlet.com/trechras/CXretrospective/wish/686655328 When there's the question coming up, we need to investigate trechras https://padlet.com/trechras/CXretrospective/wish/686656136 2020-08-19 07:36:01 UTC https://padlet.com/trechras/CXretrospective/wish/686656136 Look at SG planning calendar.. trechras https://padlet.com/trechras/CXretrospective/wish/686656351 2020-08-19 07:36:17 UTC https://padlet.com/trechras/CXretrospective/wish/686656351 Marking schedule for the submissions trechras https://padlet.com/trechras/CXretrospective/wish/686656838 2020-08-19 07:36:58 UTC https://padlet.com/trechras/CXretrospective/wish/686656838 Confusion on who to approach when marking... trechras https://padlet.com/trechras/CXretrospective/wish/686656991 2020-08-19 07:37:11 UTC https://padlet.com/trechras/CXretrospective/wish/686656991 Marking should be driven by how busy people are... trechras https://padlet.com/trechras/CXretrospective/wish/686657643 2020-08-19 07:37:55 UTC https://padlet.com/trechras/CXretrospective/wish/686657643 Survey trechras https://padlet.com/trechras/CXretrospective/wish/686658540 1. If it is IBF, do we need to download the survey for IBF....
2. Is that the responsibility of CX? ]]> 2020-08-19 07:39:08 UTC https://padlet.com/trechras/CXretrospective/wish/686658540 Survey is a quality issue trechras https://padlet.com/trechras/CXretrospective/wish/686659289 - Improvement point of view ]]> 2020-08-19 07:40:19 UTC https://padlet.com/trechras/CXretrospective/wish/686659289 Survey - sales side trechras https://padlet.com/trechras/CXretrospective/wish/686659564 - Use it as a sales tool to have conversation with the client ]]> 2020-08-19 07:40:44 UTC https://padlet.com/trechras/CXretrospective/wish/686659564 Purposeful surveying & the right approach trechras https://padlet.com/trechras/CXretrospective/wish/686666386 2020-08-19 07:41:30 UTC https://padlet.com/trechras/CXretrospective/wish/686666386 Post-selling --- Corporate side trechras https://padlet.com/trechras/CXretrospective/wish/686667026 Juanita does the up-selling after the course... with the HR manager... 

Identify the 9's/high-performers... (put them on the list on hubspots) 

Div- 90min session surveys... 

High performers - a way to get into the BU's ]]> 2020-08-19 07:42:29 UTC https://padlet.com/trechras/CXretrospective/wish/686667026 For IBF - Attend one course and then trechras https://padlet.com/trechras/CXretrospective/wish/686668578 50-50 --- one shot takes all courses 
take one by one, and then take the MA, 
take one by one, and then 

Put them into the database... ]]> 2020-08-19 07:44:50 UTC https://padlet.com/trechras/CXretrospective/wish/686668578 Database Management trechras https://padlet.com/trechras/CXretrospective/wish/686669646 Enroll people into Hubspot email... ]]> 2020-08-19 07:46:20 UTC https://padlet.com/trechras/CXretrospective/wish/686669646 Thank you email to the participants trechras https://padlet.com/trechras/CXretrospective/wish/686670404 For Jardines, (Hubspot journey)  Welcome, reminder, thank you! 

A way to market other courses... 

15min coaching session for the Masters... ]]> 2020-08-19 07:47:19 UTC https://padlet.com/trechras/CXretrospective/wish/686670404 It's in the preparation, how early you are to prepare... trechras https://padlet.com/trechras/CXretrospective/wish/686677826 2020-08-19 07:58:43 UTC https://padlet.com/trechras/CXretrospective/wish/686677826 Weekend courses? trechras https://padlet.com/trechras/CXretrospective/wish/686681060 Empathetic to learners

A matter of identifying who could run it?

Test putting out a weekend date... 

Evening classes? ]]> 2020-08-19 08:03:13 UTC https://padlet.com/trechras/CXretrospective/wish/686681060