People often picture a customer experience audit as something closer to inspiration than inspection — a few interviews, some good ideas, a workshop. It isn’t. A real audit runs a specific, repeatable checklist across five activities, and knowing what’s actually on that checklist is useful even if you’re not ...
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Guest Post from Janet Sernack |
It is not unusual, especially in the corporate world, to label someone who disrupts and challenges the status quo, or what others say, as argumentative and “oppositional”. According to Human Synergistics, the Oppositional Style, in their circumplex, when measured as a dominant leadership style, is ...
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The honest answer to “how long will this take” is almost always more useful than a vague reassurance that it “won’t take too long.” Vagueness here is what makes people hesitate — not the actual time commitment, which is usually more manageable than they expect once they can see it laid out phase by ...
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Guest Post from Geoffrey Moore |
We’re already almost three years into the modern AI era, and everyone wants to know — What are we doing with AI? The board wants to know, the sales team wants to know, the customers want to know, the analysts want to know. Heck, you want to know. So, how do you decide?
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Most companies don’t wake up one day and decide they need a customer experience (CX) audit. They notice something’s off — a number that won’t move, a complaint that keeps recurring in slightly different words — and spend months treating the ...
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Guest Post from Mike Shipulski
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Innovation isn’t a thing in itself. Companies need to meet their growth objectives and innovation is the word experts use to describe the practices and behaviors they think will maximize the likelihood of meeting those growth objectives. Innovation is a catchword phrase that has little to no meaning. Don’t ask about innovation, ask how to meet your business objectives. Don’t ask about best practices, ask ...
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Guest Post from Shep Hyken |
This article answers the question: Can AI be fully trusted to handle customer service issues, and what are the limitations of relying on AI for customer support? As I write this article, I’m at the CX Malaysia conference, where I was the opening speaker, watching Dr. Shreekant Vijaykar of COPC Inc., one of the other speakers, talk about AI and how you can’t always ...
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Guest Post from Greg Satell |
About a decade ago, the management guru Gary Hamel wrote a highly cited article in Harvard Business Review entitled ‘First, Let’s Fire All the Managers’. He analyzed the success of Morningstar, a leading manufacturer of tomato products that operates with a flat management structure and called for ...
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Sincerely,
Your Host - Braden Kelley
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| Human-Centered Change & Innovation Weekly hosted by Braden Kelley, Seattle, WA, USA |
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