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Top Picks

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

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Recent Articles

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

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Turning leadership on its head: Finding the leaders around you

Turning leadership on its head: Finding the leaders around you

  • Stephen Francis
  • August 15, 2020
  • Article / Leadership

At a time when, in my opinion, we are seeing a breathtaking lack of leadership handling the current global COVID-19 pandemic, I thought it timely to republish my article of…

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The One Thing You Need To Understand About Your Company’s Culture

The One Thing You Need To Understand About Your Company’s Culture

  • Gordon Tredgold
  • May 21, 2020
  • Article / Featured / Leadership

Changing corporate culture is hard, and many companies make it even harder by not understanding the different segments that make up their company. https://youtu.be/8cZBjXbr6tA In every company, there are different…

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Customer-centric culture starts at the top

Customer-centric culture starts at the top

  • Liliana Petrova
  • May 8, 2020
  • Article / Featured / Leadership / Top Picks

Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are talking about how to get…

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Who is accountable for making the customer agenda really work?

Who is accountable for making the customer agenda really work?

  • Charles Bennett
  • May 2, 2020
  • Leadership

It's probably down to one person Last week one of my customers asked me a question: why are respected practitioners commenting that Customer Experience is failing? It’s not a question…

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7 E’s of High Performing Leaders

7 E’s of High Performing Leaders

  • Gordon Tredgold
  • April 15, 2020
  • Article / Leadership

Great leadership comes in all shapes and sizes from Lincoln, Churchill, Gandhi, Martin Luther King, Mandela and so on. This makes understanding what great leadership is, and being able to define it…

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Tell your story and change your team’s performance

Tell your story and change your team’s performance

  • Rosa Antonia Carrillo
  • April 14, 2020
  • Article / Leadership

“Ironically, teams succeed because they are exceedingly human. By acknowledging the imperfections of their humanity, members of functional teams overcome the natural tendencies that make teamwork so elusive.” Patrick Lencioni Teams…

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Psychological Safety: one antigen against the Corona Virus

Psychological Safety: one antigen against the Corona Virus

  • Rosa Antonia Carrillo
  • March 31, 2020
  • Article / Leadership

This dialogue is from the Women in Safety Excellence WISE/ASSP. I am keeping it anonymous and invite people to own it if they so choose. Why is psychological safety an…

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5 negative impacts of a blame culture

5 negative impacts of a blame culture

  • Gordon Tredgold
  • March 24, 2020
  • Article / Leadership

How do you respond when a problem occurs? Do you leap into action and go into full solution mode? Or Do you look around and try to figure out who…

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Why Customer Experience transformations stall?

Why Customer Experience transformations stall?

  • Annette Franz
  • March 17, 2020
  • Article / Customer Experience

In this follow-up to my article  titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In the previous article, I focused…

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Exquisite Risk: Why Social Connection Eats Rules, Law, Values, Etc.

Exquisite Risk: Why Social Connection Eats Rules, Law, Values, Etc.

  • Rosa Antonia Carrillo
  • March 12, 2020
  • Article / Leadership

We have come to the understanding that risk cannot be eliminated, and it can be mitigated through various operational processes and technologies. Still, the effectiveness of these mitigation is hampered…

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