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GEMBAfication

Author: Process Management International (PMI)

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LEARNING FROM THE FRONTLINE OF CHANGE AND IMPROVEMENT


Most organisations set out with clear goals and good intentions.
But change is rarely simple. It’s often messy, non‑linear, and full of surprises.

GEMBAfication is PMI’s new podcast for improvement professionals looking for an honest view of what improvement really looks like in practice. Because in our world, every experience is valuable.

Hosted by Susannah Clarke, Managing Partner at PMI, the series goes behind the scenes with leaders and practitioners who’ve driven change in their organisations. Sometimes with great success, sometimes with unexpected setbacks. You’ll hear about the methods that helped them mobilise, measure, and deliver results, and what they learned when things didn’t go to plan. These are candid conversations about what it really takes to improve, adapt, and lead when change meets the realities of day-to-day work.

Launching on 18th March, GEMBAfication explores change as it really happens.
Subscribe now so you never miss an episode.


2 Episodes
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Alannah Martin shares what really happened when her team replaced a traditional Interactive Voice Response telephone system with natural language technology in a live contact centre. “We knew that understanding our customers’ needs and why they were contacting us was fundamental to being able to improve anything.” In this episode: 00:00 Introduction and the problem with call transfers 02:08 Why traditional phone menus fail customers 05:23 Testing ...
Most organisations set out with clear goals and good intentions. But change is rarely simple. It’s often messy, non‑linear, and full of surprises. GEMBAfication is PMI’s new podcast for improvement professionals looking for an honest view of what improvement really looks like in practice. Because in our world, every experience is valuable. Hosted by Susannah Clarke, Managing Partner at PMI, the series goes behind the scenes with leaders and practitioners who’ve driven change in their organi...
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