Customer-centric culture starts at the top
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…
Category: Influence
Cost Out – Experience In. The formula for business transformation
In the last twenty years I have worked for a range of different organisations of varying shapes and sizes. I started out with a small…
Exquisite Risk: Why Social Connection Eats Rules, Law, Values, Etc.
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…
The current state of Customer Experience in Retail
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the…
Trust, Collaboration & Accountability: Building team relationships that improve performance
At the executive level, a leader’s ability to build an effective team is probably the most important competence in the current marketplace. In reality it…
Communication & collaboration: Essential ingredients for all great Customer Experiences
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed…
Solve customer and business problems faster through collaboration
Today’s interview is with Jacob Morgan, the Principal & Co-Founder of Chess Media Group, a management consulting and strategic advisory firm focused on collaboration. He has…
3 reasons why collaboration is the key to unlocking success
In 1985 Michael Porter published his book Competitive Advantage: Creating and Sustaining Superior Performance and 35 years later, his premise still lies at the beating…
Is inclusion and belonging a leadership mindset?
I am not going to reiterate the neuroscience and psychological research behind the increasing awareness that inclusion and belonging are essential conditions for high performing…
Is your organisation interconnected? The employee – customer chain
I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries…