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Christopher Blake's Personal Meeting Room (Shared screen with speaker view)
Christopher Blake
30:41
Thank you for joining the webinar. Please use chat to ask questions.
Michael Redmond
41:18
so many options
Unknown Speaker
00:00
00:41:57 Jodi: I would say that there are pockets of awarness on our campus, but not an overall student experience approach. We develop initiatives to address segments of the experience
Gregory Morgan
51:27
how are the benefits of CX such as "increased community" or "enhanced brand loyalty" measured?
Unknown Speaker
00:00
01:06:36 kieffeja: Do you find resistance to the concept of a university as a business who is using a customer experience approach? Especially from academia (faculty)?
Unknown Speaker
00:00
01:10:00 Deb: What are your thoughts on overcoming resistance and beginning to create cultural change to a more customer- or student-centric environment?
Unknown Speaker
00:00
01:13:10 Charles Thomasset @ Lehigh U.: what's your definition of Operational Excellence? is it the same as continuous improvement?
Jessica Ruth Schein
01:16:00
Great questions! To the question from kieffeja — yes, we absolutely do see some resistance especially the closer we get to the academic functions of universities. However, there has been significant change towards acceptance over the past several years. As you all know, higher ed institutions are being held to heightening standards in regards to efficiency and student outcomes—putting pressure on leaders to think about improving their services via approaches like considering customer experience and other process improvements.
Jessica Ruth Schein
01:29:54
@Deb — I will also add to Dan’s response to your question: I am a believer that there is a larger customer-centric movement in higher ed—caused by various reasons. One example is the movement away from the lecture in classrooms towards more student-centered pedagogues—like flipped classrooms— and the call for learning assessment and quality assessment across the many functions of a university. We may be witnessing a new/revived wave of thought broader than just this topic.