NOVEMBER 5-9, 2018
LJW MARRIOTT SAN ANTONIO HILL COUNTRY RESORT & SPA ∙ SAN ANTONIO
Official Conference of the
International Institute of Business Analysis 

Agenda

Wednesday, November 8, 2017

3:10 pm – 4:10 pm | Presentation | Room: Java 1 & 2

How does the Customer Experience Fit into Your Projects?

Presented by: Merri Melvin, Kim Cihunka

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Do your employees ask, “How will this impact our customers?” as part of their project work? Whether your project is big or small, agile or waterfall, creating a recommendable customer experience should play an important role in the planning and execution of any project.

During this session, Merri Melvin and Kim Cihunka from Lincoln Financial Group’s Group Protection business will present a case study about how to embed culture change into your business and how to integrate the customer into BA activities within your projects. In 2015, LFG embarked on a mission to bring the customer into the center of their business in a way that would refocus how every part of the business delivered for the customer. After listening to customers through a variety of channels, they developed a set of key principles to guide overall customer delivery throughout the organization, but the real challenge was getting all of the teams to buy-in, especially the teams that were not customer-facing. Throughout 2016, LFG implemented a strategy to embed these key principles into the business which included setting customer focused criteria for their projects. During the session, Merri and Kim will walk you through Lincoln Financial Group’s customer centric journey, their successes along the way and lessons they are still learning.

Learning Objectives:

  • Share Lincoln's Customer Centricity Journey
  • Hear about what we did that was successful and what we are still learning
  • Learn how we are integrating our customer into BA activities within projects

Speaker(s)

 Merri Melvin

Merri Melvin

Assistant Vice President for Business Solutions
Lincoln Financial Group

Merri Melvin is Assistant Vice President for Business Solutions at Lincoln Financial Group. Merri's key responsibilities include engaging the our internal partners to enhance and grow customer relationships, revenue and profit. Throughout her 20+ years in the insurance services business, Merri has held a variety of roles in the Business Analysis space that have focused on customer delivery. She holds a Bachelor of Science degree in Business Analysis and Management and resides with her family in Omaha, Nebraska.


Merri's 2017 Presentations:

  1. How does the Customer Experience Fit into Your Projects?
    Wednesday, November 8, 2017 (3:10 pm – 4:10 pm)

 Kim  Cihunka

Kim Cihunka

Business Analysis Consultant
Lincoln Financial Group

Kim Cihunka is a Consultant of Business Analysis for Lincoln Financial Group's Group Protection business. Kim's key responsibilities include engaging the organization to enhance and grow customer relationships, revenue and profits through business analysis. Throughout her 5 years as a Business Analyst, she has worked on several initiatives that focused on customer delivery, including working with LFG's Customer Centricity team for the last 2 years. Kim began her career at LFG in Workforce Management. She holds a Bachelor of Science degree in Business Administration from Bellevue University, Bellevue NE. She resides in Omaha, NE.


Kim's 2017 Presentations:

  1. How does the Customer Experience Fit into Your Projects?
    Wednesday, November 8, 2017 (3:10 pm – 4:10 pm)

Building Business Capability is the only conference that provides insight into Business Analysis, Business Architecture, Business Process, Business Rules, Business Decisions, and Business Strategy & Transformation toward the pursuit of business excellence.

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Event Produced and Organized by Rising Media in association with Business Rule Solutions Copyright © 2010-2017, Rising Media, Inc. All Rights Reserved.

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