Psychological Safety: one antigen against the Corona Virus
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…
Why Customer Experience transformations stall?
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…
Applying journey analysis to determine the impact of an ERP merge
I was recently asked to join an ERP merge project as my client was concerned that they didn’t have sufficient and appropriate change management and program governance in place. The…
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…
If You Want To Boost Employee Engagement Then Stop Doing This
Engagement is a leader’s job, but this bad habit is one of the worst No one knows the business as well as you do, so you might as well retain…
Don’t waste your time going on a “CX Safari”
Spend time with your own experts - on the front line Of all the greatest myths in management, the idea that you can improve by going on an inspirational tour…
Thinking outside the box – the basis of innovative thinking
To get an understanding of customer outcomes, learn to think divergently We have all used the term “Thinking Outside the Box” at some stage. I knew a few people who…
9 Simple Reminders That Will Make You a Better Leader
Leadership can be hard, don't make it harder for yourself. Whenever I start to work with a new company to help it improve its leadership, the first thing I like…