A full year of touch points for you and your team to create value together.

Moderator:
Pamela Fusting
Director of Operations, Customer Experience
Tennessee Department of Human Services

Abstract:
Executive expectations for AI deployment continue to rise, and stakeholders increasingly want clear proof of return on investment. Yet many organizations face a measurement gap: traditional KPIs often fail to capture the full value of AI-enabled service delivery, especially when performance improvements extend beyond speed and efficiency. Through a real-world case study of AI deployment in a resident service center, this session details how one early adopter realized the need to re-baseline traditional speed and efficiency KPIs, extending measurements to include far less tangible complexity and cost avoidance metrics. Participants will explore how Value on Investment (VOI) became a critical benchmark for assessing the deployment’s success.

Key Action Items:

• Identify and prioritize high-impact AI use cases within existing service workflows
• Define ROI and VOI metrics that capture efficiency, complexity, cost avoidance, and service quality
• Establish guardrails and operational measures to integrate AI while maintaining service levels

Please join us for our next quarterly Executive Coaching Clinic and Bring Your Biggest Leadership Challenges

Every leader has at least one problem they haven’t fully solved. This session is open coaching. You bring your real leadership challenges (a team issue you can’t crack, a decision you’re stuck on, a direct report situation, a strategy question that can’t figure out) and we’ll work through it live. No slides, no pre-set curriculum. The same diagnostic frameworks used in one-on-one executive coaching, applied to your situation in real time.

Take-Aways:

1. Concrete next steps on your challenges
2. Coaching frameworks you can reuse
3. Peer perspective, including how leaders are working through similar problems

Your Executive Coach:
Michael O. “Coop” Cooper, Founder of High Performance Orgs, will be your Virtual Executive Coach. Coop is an internationally recognized executive coach, advisor, facilitator and trainer who specializes in working with executive teams to develop the leadership skills, alignment and strategies to grow and thrive in a constantly changing environment. Coop has 23 years of experience as a coach, management consultant, strategist and project leader with Fortune 1000 companies and small businesses in over 20 countries. He has worked with leaders at Accuray, eBay, Genentech, Google, Novell, Sony Computer Entertainment America, Southwest Airlines, TeleNav, Wells Fargo, Yahoo, Yammer and hundreds of other organizations large and small. He co-led the teams to develop the world’s first wireless web platform for Vodafone and Verizon deployed in 27 countries and developed the specifications for the first custom internet car-ordering system for Honda. He has also been selected to coach the prestigious TED Fellows. Coop is a contributor to Fast Company. Learn more about Coop and his Executive Coaching on LinkedIn.

Maximizing Efficiency and Impact to Elevate the Customer Experience

Click above to check out the event website for more details.