Disruptive brand spotlight: Uber
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EPISODE OVERVIEW:
We’ve all heard the impressive facts about Uber. It’s time to take and inside look at how it operates as a business.
This week’s podcast features Uber's Global Head of Process Excellence – Martin Rowlson. He shares insight on the that region comprises 20% of the volume for the organization but 70% of the complexity.
Based on the pace of change within the industry and the rate of growth at his organization, Martin's goal is to identify best practice, align best practice and build on best practices. Defining processes can’t take two weeks because "that process may have gone…literally gone
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Top Customer Experience Quote
“No idea is a bad idea, so every good idea can rise to the top regardless of where it comes from, which is a fantastic culture to be part of. But then, obviously it can create variation in customer experience. ”
