United CEO does not care about customer’s happiness. Really?
Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to build a customer-centric culture in…
The importance of customer culture – an interview with Chris Brown
This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point…
United airlines culture problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural transformations. So, where do you…
One Bad Habit That Creates A Toxic Culture
We have all worked for bad bosses, I know I that I have had my share, and I may even have been a bad boss to some. And to those…
Why I don’t love chat-bots
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
AI & Blockchain will change these industries
If you have not yet heard of the buzz associated with artificial intelligence (AI) and blockchain, you must be living on a planet other than Earth. These technologies have revolutionized many industries,…
Why tech help is a no-go area for AI
The one area where AI and bots are most needed will be one of the last to be automated How do you handle a tech crisis? Pretend it’s not happening?…
Customer Experience view of your call center technology
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you do not get on this…
Jerks at work can seriously affect your health
And other aspects of performance can be affected as well According to recent reports the cardiac surgery unit at my local hospital has a mortality rate almost twice the national…
Heather Carter, an above-knee amputee, throws a ball to Bob Bahr, a physical therapist, during a therapy session inside the Military Advanced Training Center at Walter Reed National Military Medical Center in Bethesda, Md., April 13, 2016. Carter, a medically retired senior airman, and other amputees receive physical and occupational therapy at the center as they work toward their goals. One of Carter’s goals is to return to competitive softball. (U.S. Air Force photo/Sean Kimmons)
Transforming healthcare: patient experience is key
Patient experience is one of the three pillars of quality in healthcare. If healthcare organisations are to improve the quality of care they provide, then efforts to improve their patients’…
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