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

Abstract:
Most organizations agree that “customer centricity” is the goal, yet most fail to operationalize it because they treat research as a phase rather than a pulse. In this session, David breaks down the operational engine behind UPS’s digital transformation. Moving beyond the “what” of the case study, this session focuses on the “how”…the specific mechanics of moving from quarterly surveys to weekly, sprint-based co-creation. You will learn how to leverage transparency to reduce friction, how to use “Watch Parties” to align engineering and business silos, and how to track the efficiency metrics that actually defend your budget.

Action Items:

• Accelerate Speed-to-Market: Learn how to replace slow, “check-the-box” feedback loops with a high-velocity sprint engine that drastically reduces development rework
• Break the “Game of Telephone”: Implement strategies like “Virtual Watch Parties” that force engineers, designers, and business leaders to witness user struggles together in real-time
• Track Metrics That Defend Budget: Move beyond vanity scores to track the hard ROI of effortless experiences, focusing on development efficiency, support reduction, and conversion impact

Leaders make an average of 35,000 decisions every day. Around 50 of those are high-value decisions. Most people make those between meetings, late at night, or only when they’re forced to. High-performing leaders do it differently: they engineer their most important work and most valuable decisions during their peak cognitive windows and use decision frameworks to make consistently better decisions.

In this coaching clinic, you’ll learn the systematic approach high-performers use to make better decisions. You’ll walk away with practical tools you can use immediately to protect your cognitive resources and sharpen your judgment when it matters most.

Take-Aways:

• Peak Cognitive Windows – How to match your hardest decisions to your sharpest hours and stop wasting your best thinking on low-impact work
• Mindset Shifts – Why thinking like a fiduciary, a CEO, and a humanitarian helps you make better business decisions.
• The Five Thinking Modes – A structured framework for making important decisions before you act through Strategic, Systems, Design, Critical and Adaptive thinking

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.

Delivering on Strategic Transformation and Measurable Value

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