Big impacts can come from small acts. This fact can get lost in a world in which the challenges we face are monumental and overwhelming. But we need to keep in mind how we can impact the lives of others through the simple things that we do. Jason Barger has spent a life trying to do just that. In his new book “Breathing Oxygen: How Positive Leadership Gives Life to Winning Cultures,” Jason explores the key leadership traits that breathe life into organizations, and the people in them.
Read MoreThis is a time when the heroes that have always been among us are being recognized. Healthcare providers are at the top of the list of those who are giving selflessly on a daily basis. While doctors and nurses are regularly acknowledged, there are more heroes in healthcare. Custodial staff, among others, are vital to the efforts to keep the pandemic at bay. Read how to integrate a greater diversity of professional voices in your workplace to handle crises and create innovative ideas.
Read MoreMany voices have mourned the loss of community in contemporary society. But what does it mean to be part of a community, and how do you turn a group of people into a community? For organizations, this is a key question: namely how do you create (virtual) workplace communities. By unlocking the power of community, workplaces can become about more than work.
Read MoreDeveloped by attorney Kimberle Crenshaw, intersectionality underscores the “multidimensionality of marginalized subjects lived experiences.” It was first conceptualized around how race and gender intersect with one another, leading to Black women having unique experiences related to other women. We are living in a moment that matters, but differently for different groups. Use the concept of intersectionality to drive your organizational and community response in order to take steps to best get through this historical time.
Read MoreWhen you think of call center work, what comes to mind? If you are like most people, the images are not very favorable. However, perhaps no group is as responsible for the image your customers have about your company and brand. Companies need to capture this reality, elevate ‘call centers’ into ‘experience centers’ and turn their staff into knowledge workers.
Read MoreExperience design is a growing concept in business and other areas of work. It is more of a concept than a field. In this webinar, I discuss how sociology and experience design can come together to explore and design the experience ecosystem.
Read MoreWhere does customer experience live? For those who are CX professionals, they would like it to live in the hearts and minds of all workers in an organization. But, where in an organization does it live? And why does that matter? More specifically, what role does human resources play in customer experience? This was the topic of conversation at our most recent CX Frontiers.
Read MoreThe customer is always right, right? Or perhaps it is not that easy. We collected some industry expert as in our first CX Frontiers event to explore this axiom of service and sales, finding the boundaries of where it applies and where it fails. Read the key take-away points that the experts settled on from their own experience in working with customers, clients, and crafting experiences.
Read MoreCompanies might think of their own version of renewing their vows with employees. The on-boarding process exposes a new hire to the company culture, the business objectives, building relationships with co-workers and managers, and overall identifying as part of the team. Re-Boarding, then, can refer to the process of reaffirming what drew them together in the first place.
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