Podcast appearances and mentions of amelia dunlop

In part two of this poignant episode, Amelia recounts the deeply personal genesis story of her Wall Street Journal bestselling book, "Elevating the Human Experience: Three Paths to Love and Worth at Work." Transitioning from her groundbreaking book, Amelia provides an inside look at how Deloitte grapples with AI implementations amidst rapid technological disruption. Tune in for an incredibly candid conversation on overcoming adversity and staying grounded through self-care while aiming to transform organizations. The heart and humility with which Amelia shares her triumphs and trials make this interview a must-listen.

Kathleen welcomes Amelia Dunlop, Chief Experience Officer at Deloitte Digital, to discuss her pioneering approach centered on human design and trust-building. As a force of innovation across industries, Amelia implements empathy and inclusivity to transform organizations and the stakeholder experience. Her commitment has earned her Consulting Magazine's prestigious Top Women in Technology Award for Excellence in Innovation. Tune in as Kathleen and Amelia have an inspiring dialogue on the importance of caring for your customers and employees to build trust and drive positive change in the workplace.

What does Gen Z want from their bosses and leaders? New research from Deloitte Digital points to exactly that. Amelia Dunlop, Chief Experience Officer, and Michael Pankowski, Analyst, from Deloitte Digital join the conversation to share insights from their latest research on Generation Z's perspectives on work, their bosses, and how to best lead them in the workplace.

Amelia Dunlop is Deloitte Digital's Chief Experience Officer and the author of Elevating The Human Experience. Amelia writes and speaks regularly on the topics of human experience, design, and customer strategy. In this episode of Love in Action, she touches on the three paths to elevate the human experience involving self love and worthiness at work and in life. Quotes:“So many traditions and philosophies teach that the fundamental human condition is one of suffering. There are many things you and I may not have in common, but [we can understand] that feeling of suffering we share.” [9:30] Why is elevating the human experience so necessary? Amelia shares the importance of helping people feel loved and worthy and the impact it has at work.“If you're not putting human needs at the center, you feel burned out; if you're not feeling heard, you feel gaslit, if you're not feeling included, you feel excluded.” [12:43] There are many ‘trends' of focus in the workplace right now, and as Marcel points out, ​​burnout, loneliness, and isolation are not new concepts. Amelia turns these problems around and focuses on the cause: human needs and the human experience.“The first path is the path of the self where we learn to see ourselves as inherently worthy of love.”[16:15] How often do you share love with yourself? Amelia explains the system of external affirmations in society through grades, gold stars, etc. It is the self love that comes from within that allows us to see that we are worthy. She challenges listeners to write down the reasons they are loveable and explore those answers.“You could argue that doing the work on yourself is selfish. No, doing the work on yourself is critical as a leader in particular. You now have to mirror back the worth into somebody else, and that's the second path.” [29:20] Amelia quotes Ian Forrester when she says, only connect. She explains how we cultivate worthiness as leaders within our employees. We can do this by showing up as allies at work: As a friend, as a mentor, as a sponsor, and as a benefactor. Consider not only who those people are for you but also who you are to others. “What does it mean to leave someone better off, no matter how brief the interaction?” [37:37] As Amelia begins to discuss the third path, cultivating love in the community of work, she places importance on acknowledging the system that is there; even though it is invisible, it can be deconstructed and redesigned to support our human needs.“The journey element is key, there is no point of arrival…we are always a work in progress."  [41:48] Marcel and Amelia wind down there discussion on the three paths to elevate the human experience. Amelia notes that these paths are not always sequential and require a lifelong journey of work. “We have about 40 years of research from Gallup that says [recognizing your employees' contributions improves employee engagement]; it does something special to the human spirit when somebody lifts and builds you up through gratitude.” [43:30] Closing out their conversation, Marcel notes research that backs up Amelia's tip for leaders: Catch your employees doing good work and let them know!Mentioned in this episode:Amelia Dunlop | LinkedInMarcel Schwantes

Amelia Dunlop is the Chief Experience Officer at Deloitte Digital. In her role, Amelia takes a data-driven approach to understanding the human experience, and working with leaders to create better experiences for employees, customers and partners. Amelia and her co-authors have taken a data-driven quantitative and qualitative approach to studying and understanding what Gen Z talent wants out of a job, company, and manager and as well with conducting interviews with managers on the same topics, and published some of their findings in a recent research study. During our conversation, Amelia shared some of the findings of this report, honing in on some of the disconnects they found between  Gen Z Talent and their managers, some of the nuances and “why”s they found when digging deeper into the motivations and ideas from Gen Z employees, as well as some of Amelia's own observations and learnings from her own research and experiences working with Gen Z Talent. Finally, we also spoke about some of the ways that managers and leaders could better develop and grow the next generation of talent in today's workplace.LinksAmelia Dunlop's Linkedin: https://www.linkedin.com/in/ameliadunlop/Deloitte Digital Gen-Z Research Report: https://www.deloittedigital.com/us/en/blog-list/2023/gen-z-research-report.html 

How Organizations Can Earn Lifelong Loyalty.

Ashley Reichheld & Amelia Dunlop are both passionate leaders within Deloitte Digital. Ashley works as a Principal and Customer & Marketing practice leader, while Amelia is the Chief Experience Officer. Their research is codified in the new book, The Four Factors of Trust : How Organizations Can Earn Lifelong Loyalty , where they offer practical guidance to measure and build trust in the relationships that matter most by cultivating humanity, capability, transparency and reliability. Join Aviv Shahar as he engages in a meaningful discussion with Ashley Reichheld & Amelia Dunlop centered on trust, humanity, purpose, and meaning. 00:30 – Aviv introduces today's guests, Ashley Reichheld & Amelia Dunlop, who reflect on today's topic: The Four Factors of Trust 02:56 – Key learnings Ashley & Amelia would pass along to the younger generation as they begin to shape their careers 04:49 – What younger workers think about trust and empathy 06:26 – Defining and measuring ‘humanity' and how it relates to trust 09:42 – What it occurring with Generation Z 13:27 – How leaders can cultivate an environment of trust 16:29 – Why trust is critical across multiple institutions 17:34 – Reclaiming our humanity 19:54 – Ashley & Amelia share early influences on their careers 21:18 – The gender imbalance & sustainability 24:38 – Advice Ashley & Amelia give to young women entering the workforce 30:58 – Ashley & Amelia speculate on the future and necessary systemic changes 33:31 – Purpose, Meaning, and Trust 37:07 – Final thoughts from Ashley & Amelia FULL SHOW NOTES: https://www.avivconsulting.com/cnf129

Ashley Reichheld, a principal at Deloitte Digital, works with clients across industries to help them to reimagine their brands and experiences. Ashley believes that building trust is the single greatest opportunity to create competitive advantage. So she created HX TrustIDTM –a groundbreaking measurement tool poised to become the gold standard for evaluating organizational performance—to help companies measure, predict, and build trust with their customers, workforce, and partners. Ashley is the author of The Four Factors of Trust with Amelia Dunlop. AshleyReichheld.comAmelia Dunlop, Chief Experience Officer at Deloitte Digital, helps organizations solve their toughest problems using human-equity-centered design to build empathy and trust. Amelia believes in elevating the experience for all humans, including customers, workers, and partners. She received Consulting Magazine's 2020 Top Women in Technology Award for Excellence in Innovation.   She is the author of The Wall Street Journal bestseller, Elevating the Human Experience: Three Paths to Love and Worth at Work (2021), and co-author of The Four Factors of Trust with Ashley Reichheld (2022). AmeliaDunlop.com

In this episode of Partnering Leadership, Mahan Tavakoli speaks with Amelia Dunlop and Ashley Reichheld. Amelia Dunlop is the Chief Experience Officer for Deloitte Digital and a Principal at Deloitte LLP. Ashley Reichheld is a principal at Deloitte Digital and the creator of the HX TrustID. Together they are the coauthors of the newly released book The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty. In the conversation, Amelia Dunlop and Ashley Reichheld share why trusted companies outperform their peers by up to 400% by impacting their employees, customers, and partners. In addition, Amelia Dunlop and Ashley Reichheld share why building trust is the greatest opportunity to create a competitive advantage and how leaders can build greater trust. They also talk about the Four Factors of Trust: Humanity, Capability, Transparency, and Reliability and the importance of each in creating better business outcomes by positively impacting human behavior. Finally, Amelia Dunlop and Ashley Reichheld share actionable strategies for leaders to improve trust with their customers, the workforce, and partners.  Connect with Amelia Dunlop and Ashley ReichheldDeloitte Four Factors of Trust Amelia Dunlop on LinkedIn Ashley Reichheld on LinkedIn Four Factors of Trust on Amazon Connect with Mahan Tavakoli:Mahan Tavakoli Website Mahan Tavakoli on LinkedIn More information and resources are available at the Partnering Leadership Podcast website:https://www.partneringleadership.com/

Today's Guest Expert: Ashley Reichheld and Amelia Dunlop     Ashley Reichheld, a principal at Deloitte Digital, works with clients across industries to help reimagine their brands and experiences. Ashley believes that building trust is the single greatest opportunity to create competitive advantage. So, she created HX TrustID –a groundbreaking measurement tool poised to become […] The post Building a Trust Team appeared first on Jake A Carlson.

Ashley Reichheld, a principal at Deloitte Digital, works with clients across industries to help them to reimagine their brands and experiences. Ashley believes that building trust is the single greatest opportunity to create a competitive advantage. So she created HX TrustIDTM –a groundbreaking measurement tool poised to become the gold standard for evaluating organizational performance—to help companies measure, predict, and build trust with their customers, workforce, and partners. Ashley is the lead author of The Four Factors of Trust.Amelia Dunlop, Chief Experience Officer at Deloitte Digital, helps organizations solve their toughest problems using human-equity-centered design to build empathy and trust. Amelia believes in elevating the experience for all humans, including customers, workers, and partners. She received Consulting Magazine's 2020 Top Women in Technology Award for Excellence in Innovation. She is the author of The Wall Street Journal bestseller, Elevating the Human Experience: Three Paths to Love and Worth at Work, and the co-author of The Four Factors of Trust.

Ashley Reichheld, a principal at Deloitte Digital, works with clients across industries to help them to reimagine their brands and experiences. Ashley believes that building trust is the single greatest opportunity to create competitive advantage. She created HX TrustIDTM, a measurement tool for evaluating organizational performance, to help companies measure, predict, and build trust with their customers, workforce, and partners. Ashley has appeared in the Wall Street Journal, AdWeek, and CMSWire.Amelia Dunlop, Chief Experience Officer at Deloitte Digital and a Principal at Deloitte LLP, helps organizations solve their toughest problems using human-equity-centered design to build empathy and trust. She is the author of The Wall Street Journal bestseller, Elevating the Human Experience: Three Paths to Love and Worth at Work (2021). Amelia has appeared in the Wall Street Journal, Forbes, MIT Technology Review, Entrepreneur, Inc. and New York Post. You can connect online at AmeliaDunlop.com.During the interview we discuss…the trust gap – why people who do not fit into a traditional system have less agency to get their needs met and are therefore harder to win overhow your team can build trust internally: set trust ambition, gather data, innovate on actions, scale strategically, and measure the impactproactive transparency – why offering information before it is asked for or expected is crucial in building trustwhy creating a plan for human error will prevent mistakes from derailing the trust you've establishedwhy women trust brands 12% less than men across industrieswhy trust is hard to build and easy to losesustainability and trust – how making and meeting socially responsible commitments nurtures our humanity and shared ability to thrivewhy trust ultimately comes down to just four factors: humanity, capability, transparency, and reliabilityhow organizations can apply them and embody the four factors of trustConnect after the interview…Ashley's LinkedIn: https://www.linkedin.com/in/ashleyreichheldAmelia's LinkedIn: https://www.linkedin.com/in/amelia-dunlop-611178Read Ashley and Amelia's book, “The Four Factors of Trust” https://www.amazon.com/Four-Factors-Trust-Organizations-Lifelong/dp/1119855012Claim your free gift!We're giving away a one-year membership to the world's #1 business book summary service for leaders! Our gift will help you stay on top of the latest ideas, decide which books to read next, and engage your teams.To get your gift:Leave a rating or review on your favorite listening channel.Take a screenshot of your review.Share the screenshot on LinkedIn, and mention either “Allison Dunn” or “Deliberate Directions” and the “Deliberate Leaders Podcast”.=============Allison DunnExecutive Business CoachDeliberate Directions + Executive Business Coaching + Training Center3003 W Main Street, Suite 110, Boise ID 83702(208) 350-6551Website https://www.deliberatedirections.comLinkedIn https://www.linkedin.com/in/allisondunnPodcast https://podcasts.apple.com/us/podcast/deliberate-leaders-podcast-with-allison-dunn/id1500464675

Today's guests, Ashley Reichheld, a Principal at Deloitte Digital and Amelia Dunlop, the Chief Experience Officer at Deloitte Digital tell us why building trust at work is so critical for a company's success.

I'm your host, Donna Peters, and today we talk about one our most requested topics in The Me-Suite, the topic of Trust. If you're a leader, you're not as trusted as you think you are.  That's right. Ashley Reichheld and Amelia Dunlop's recently published research shows how trust impacts the human experience in the workplace--for customers and employees. Their book, The Four Factors of Trust, synthesizes the factors that demonstrate our ability to make and keep good promises.  The four factors are: humanity, transparency, reliability, and capability.  Notable quotables from this episode include:Leaders overestimate their trustworthiness by 40%50% of employees don't trust their employerTrust is built in moments of vulnerabilityYou have to give trust to receive trustThe authors also offer free access to their HXTrustID tool. Check out this tool to learn more about measuring trust and positively impacting the human experience in all we do. We're awake working, or doing something related to work, more hours in a day than we're awake not working. We must get trust at work right.www.the-me-suite.comThe Me-Suite Book: Options Are PowerFB: @mesuiteLinkedIn: Donna PetersTwitter: @DonnaPetersCMeOThe Me-Suite podcast music by Moshun

Amelia Dunlop is the Chief Experience Officer for Deloitte Digital and leads our Customer Strategy & Applied Design practice. She is passionate about elevating the human experience and exploring how organizations can connect with the humans whom they call customers and employees. She loves solving messy problems that require both new insights about what it means to be human and new innovative solutions.Amelia speaks and publishes frequently on the topic of the human experience, strategy, and innovation. She received Consulting Magazine's 2020 Top Women in Technology award for Excellence in Innovation. She holds a degree in sociology from Harvard University, a master's degree in theology from Boston College, and a master's degree in business administration from Cambridge University. Originally from London, Amelia now lives in Somerville, Massachusetts with her husband and three children. ELEVATING THE HUMAN EXPERIENCE: Three Paths to Love and Worth at Work (Wiley, on sale October 26, hardcover) is a book for anyone who knows what it's like to struggle to feel loved and worthy when showing up at work. It is for people who are weary of bringing their authentic identities to work, because they are female, black, brown, gay, or any of these intersections. It's also for people who have no idea what it may feel like to struggle every day just to feel loved and worthy, but love and lead people who do.With equal parts courage and insight, Dunlop tells her story of what it means to discover her own sense of love and worth in her twenty-year career as a management consultant at the world's largest professional services firm. By focusing on the human experience, Dunlop believes that we go beyond just showing up—we build relationships that matter. We seize attention, build love, inspire dreams, create connections, respect and recognize individuals, and build confidence. www.deloittedigital.com/us/en/profiles/amelia-dunlop.html See acast.com/privacy for privacy and opt-out information.

This week on the Voices of CX Podcast, we talked to Amelia Dunlop, Chief Experience Officer at Deloitte Digital. She talked about her greatest passion, elevating the human experience in the workplace and how love should be part of that conversation.

Amelia Dunlop is Chief Experience Officer and US Customer Strategy and Applied Design Leader at Deloitte. Her core belief is that before we are consumers, we are humans with values and emotions. She uses that belief to influence how she connects businesses with their customers. As a regular contributor to the Wall Street Journal's CMO Journal and Adweek, Amelia holds a deep passion for the written word. Her first book, Elevating the Human Experience: Three Paths to Love and Worth at Work, tells the story of how Amelia discovered her own sense of love at work, and embraces the readers who may be struggling with that very same thing. She is Marcel Schwantes' guest this week on Love In Action. Elevating the human experience is fundamentally about acknowledging human work and nurturing growth through love, Amelia says. “So many traditions and philosophies teach that the human condition is one of suffering,” she remarks. “There are many things you and I may not have in common but [we can understand] that feeling of suffering we share, and so that's why I believe every experience could be made just a little bit better.” [7:56] Burnout, loneliness and isolation are not new concepts, Marcel comments. People were burning out pre-pandemic, but it's at the forefront now. Amelia shares how workplaces have created these problems, and how they intersect with lack of self-worth. The increasing amount of attention around burnout, DE&I, purpose and well-being shows that we all want to feel loved and worthy, she explains. When you don't put the human at the center, these problems arise. [10:21] The first path to elevating the human experience is the path of the self; you must see yourself as inherently worthy of love. “For me, one of the struggles growing up is that all we were taught about external affirmation… Everything you do is graded, and so we have this mindset that we're only worthy when we get a certain letter grade,” Amelia claims. She talks about how this translates into the workplace. [14:17] In order to continue growing professionally, we need to learn to grow personally, Amelia quotes. It takes the whole head and heart to show up equally. She recalls how she learned to understand herself in the context of an obstacle. [19:46] Amelia describes the four ways we can show up as allies at work. “The first is as a friend, [who] just wants to be there on your journey with you; the second is as a mentor, who offers you a short way to see the world a little differently; third is as a sponsor, who uses their power, formal or informal, to remove obstacles for someone else; and fourth is as a benefactor, which is the combination of the first three.” [27:26] When workers feel like they belong, are respected, and are psychologically safe, it creates the ideal work environment, which translates to better results and productivity, Marcel cites. “Some of these things seem intuitive [in that] it's definitely the type of world I want to live in and the workplace I want to be a part of, but we've also done the research to demonstrate,” Amelia adds. “Organizations that focus on this human experience are twice as likely to outperform their peers over a three year period.” [31:04] “We have about 40 years of research from Gallup that says [recognizing your employees' contributions improves employee engagement,” Marcel affirms. “It does something special to the human spirit when somebody lifts and builds you up through gratitude.” [37:00] Resources Amelia Dunlop on LinkedIn

In the future of work, artificial intelligence will take on the more repetitive and routine tasks. On this episode, Deloitte Chief Well-being Officer Jen Fisher talks with Amelia Dunlop, Deloitte Digital Chief Experience Officer & author of "Elevating the Human Experience—THREE PATHS to LOVE and WORTH at WORK", about elevating the human experience by renewing our focus on fundamental human worth & investing in individuals to nurture growth, creativity, & innovation. 

In the future of work, artificial intelligence will take on the more repetitive and routine tasks. On this episode, Deloitte Chief Well-being Officer Jen Fisher talks with Amelia Dunlop, Deloitte Digital Chief Experience Officer & author of "Elevating the Human Experience—THREE PATHS to LOVE and WORTH at WORK", about elevating the human experience by renewing our focus on fundamental human worth & investing in individuals to nurture growth, creativity, & innovation. 

Your relationship with your employer can truly make or break your overall well being and sense of self-worth. In today's episode, I am joined by author Amelia Dunlop as we discuss her new book, “Elevating the Human Experience: Three Paths to Love and Worth at Work.” Listen in as we discuss various ways that we can assert our worth in the workplace, common misconceptions that newly-hired employees have about their relationships with their supervisors, and so much more. You can learn more about Amelia and her work at www.ameliadunlop.com. Follow Amelia on social media: Facebook: Amelia Dunlop Twitter: @AmeliaDunlop1 --- Send in a voice message: https://anchor.fm/jaya-jaya-myra/message

We are joined by Amelia Dunlop, the author of Elevating the Human Experience: Three Paths to Love and Worth at Work – the second best-selling author who has visited with us. Her book is in large part about her personal journey in deriving love and worth from her work, the challenges of bringing our “authentic selves” to the workplace, and much more. A stimulating, insightful conversation about an equally stimulating and challenging book.  

This week's episode of 'Advancing ALL Women' with Sarah Alter, is 'Creating a culture of belonging.' Our guests, Kelly Crowley, User Experience Researcher, Visa Accessibility team, OPBDP alum; Amelia Dunlop, Chief Experience Officer for Deloitte Digital and US Customer Strategy & Applied Design Leader; and Tamara Myles, Author, Speaker, Researcher, Positive Psychology Instructor at University of Pennsylvania, will discuss what belonging at work truly means, what leaders can do if they don't feel like they belong, and how leaders can help others feel worthy and appreciated.

This week's episode of 'Advancing ALL Women' with Sarah Alter, is 'Creating a culture of belonging.' Our guests, Kelly Crowley, User Experience Researcher, Visa Accessibility team, OPBDP alum; Amelia Dunlop, Chief Experience Officer for Deloitte Digital and US Customer Strategy & Applied Design Leader; and Tamara Myles, Author, Speaker, Researcher, Positive Psychology Instructor at University of Pennsylvania, will discuss what belonging at work truly means, what leaders can do if they don't feel like they belong, and how leaders can help others feel worthy and appreciated.

Sue Bethanis hosts Amelia Dunlop, Chief Experience Officer at Deloitte Digital and leader of the US Customer Strategy and Applied Design practice for Deloitte Consulting LLP. Amelia helps companies develop winning strategies that combine innovation, creativity, and digital strategy. She received Consulting Magazine's 2020 Top Women in Technology Award for Excellence in Innovation.Amelia leads a team of problem solvers who use human-centered design and customer insights strategy to help businesses shift their focus from the customer experience to the human experience. As marketers, she says we have an opportunity to create more human experiences—earning long-term loyalty and trust in the process. Amelia loves helping clients tackle their toughest problems and build organizational momentum to turn the future they imagine into a reality.Author of the new book Elevating the Human Experience: Three Paths to Love and Worth at Work, Amelia writes and speaks regularly about human experience, creativity, and customer strategy.Sue and Amelia discuss: Why love and worth at work? (There's data…) How Hybrid is making this harder? Or is it? The “three paths” and practical tips from each.

In this session, Amelia Dunlop, author of Elevating the Human Experience, discusses some of the points in her book about creating a better human experience in the workplace. She also shares best practices and strategies on how companies and leaders can use data to foster a better human understanding for their workforce. Amelia's Book: Elevating the Human Experience: Three Paths to Love and Worth at Work by Amelia Dunlop https://amzn.to/3F2lWn1 Podcast Link: iTunes: http://math.im/jofitunes Youtube: http://math.im/jofyoutube As the Chief Experience Officer at Deloitte Digital and leader of the US Customer Strategy and Applied Design practice for Deloitte LLP, I help companies develop winning strategies that combine innovation, creativity, and digital strategy. I lead a team of exceptional problem solvers who use human-centered design and customer insights strategies to help businesses shift their focus from the customer experience to the human experience. As a result of our work, I was honored to receive Consulting Magazine's 2020 Top Women in Technology Award for Excellence in Innovation. Timelines: 1:02 Amelia's journey. 2:06 A brief on Amelia's career. 3:08 The evolution of the field of human experience. 4:30 The proper use of data. 6:36 Pandemic vis a vis the human experience. 8:29 Organization's dealing with the changing customer experience during the pandemic. 10:13 Examples and best practices of a successful organization managing the pandemic. 12:08 What's an ideal experience run organization. 13:51 Exciting experiments on the human experience are trending today. 16:01 Advice for leaders to create a better human experience. 17:39 Practical steps leaders can take in creating a better human experience. 22:10 On Amelia's book "Elevating the Human Experience." 25:03:00 Three ways to achieve self-worth. 27:00:00 Evaluating the three paths to self-worth. 30:28:00 Challenges to attain self-worth. 33:41:00 Dealing with low self-worth. 35:52:00 The changing perception of self-worth from a cultural point of view. 38:33:00 Steps organizations can take to create an environment of self-worth. 42:15:00 The role of data in creating a human-centric organization. 44:00:00 The role of a leader in creating a human-centric organization. 45:20:00 Connection between self-worth and burnout. 48:15:00 The ideal reader for "Elevating the Human Experience." 49:26:00 Rapid fire. 51:38:00 Amelia's success mantra. 53:00:00 Can curiosity be taught? 55:38:00 Amelia's favorite reads. 59:28:00 Closing remarks. About TAO.ai[Sponsor]: TAO is building the World's largest and AI-powered Skills Universe and Community powering career development platform empowering some of the World's largest communities/organizations. Learn more at https://TAO.ai

What if managers and leaders at companies focused on a new goal: to elevate the human experience? This paradigm shift is something Amelia Dunlop, chief experience officer at Deloitte Digital, advocates for. She and her team have worked hard to measure the amount of humanity in the workplace—a measurement that often depends on how much trust exists between workers and leaders. Dunlop's team focused on four signals of trust that leaders can track: capability, reliability, humanity, and transparency. Using these four measurements, which make up Deloitte's HX TrustID solution, the team was able to predict future behaviors with high accuracy. It can appear far-fetched to measure seemingly intangible concepts with hard data, and Dunlop acknowledges that many remain skeptical about her use of the word “love” when it comes to work. “There was part of me that wanted to be deliberately provocative, to say that there is, in fact, a role for love in the workplace. And the way it connects is that worth can be either intrinsic or extrinsic. So, there's an extrinsic measures of worth, such as titles and promotions, how much someone is paid, or who has the awesome corner office. Intrinsic worth is much more about how you feel before you give a presentation, or before you get a job promotion. And do you feel like you are ‘enough' in a workplace that's constantly evaluating you?” Especially post-pandemic, Dunlop argues that workers and leaders need to embrace this kind of love and worth so that companies can move into the future successfully. “There's something about humanizing leadership that I've been thinking a lot about.  When we, as leaders, are willing to make ourselves vulnerable, to show up authentically, drop the professional masks we all wear, be transparent, demonstrate that we care—these are all signals that foster trust.”

No one could have ever predicted what would happen in 2020. Aside from the pandemic and its impact on the global economy, unemployment, remote learning and a host of other issues, there are also widespread cries to end systemic racism, fires and natural disasters and a tumultuous presidential election. It's more than anyone could ever have imagined, and it's taking a toll on consumers.  But even with these unique conditions, companies are moving forward and working to grow and provide great service to customers. The question many companies face is how to connect with customers when so much about the world has changed and people are facing so much stress.  Amelia Dunlop, Chief Experience Officer at Deloitte Digital, refers to it as the emotional toll COVID-19 has taken on people. No matter how it affects each person, the pandemic and other crises have caused stress and exhaustion and changed people.   Deloitte Digital set out to get a pulse on how customer behavior is changing amidst all of the chaos. A survey of 28,000 Americans introduced numerous stories about the changing human experience and showcased what Americans are going through, where they need help and what companies can do to stay relevant. It comes down to one key area: be human. Consumers want companies that are empathetic and see them as individuals in the middle of a crisis, not just shoppers who are the same as they were six months ago.  Deloitte Digital's results found three ways companies can become more human during a crisis: Build trust. Companies have to balance the natural tension between the safety of the group with each individual customer's freedom in a way that builds trust with customers and is open and authentic. Signal safety. Customers are concerned about safety and often don't know who to trust. Companies need to create a comprehensive safety plan and clearly communicate it to customers. People look for safety signs that they can see, feel, hear and smell. Redefine connection. Companies must change their approach to physical and virtual interactions to meet the human need to connect while still being safe. Customers still want connection, even if it comes in a different form.   Being human requires companies to understand their customers and especially how they are reacting to challenges of the current crisis. The Deloitte Survey also found that people fit into three different clusters:  Protectors: These are the people who are more concerned about health risks and tend to only trust themselves or their immediate family in regards to safety. They feel anxious and are acting with concern. Prevailers: This group is skeptical about how long the crisis will last. They are optimistic about reopening the economy and are likely to be the first for in-person experiences. Prevailers feel skeptical and are acting with confidence. Pragmatists: This group falls in between the others and tries to balance health and safety with a push to return to normal. People who fall into this category are feeling calm and acting with balance.  Although everyone is going through the same crises, Dunlop says each person values different things. For companies to stay relevant and stay human, they have to build empathy and softer experiences for stressed consumers.  Crises will always be part of doing business, even when they are as unpredictable as 2020 has shown. Keeping a good understanding of customers and staying human can help companies navigate crises and maintain strong relationships. This week's podcast is sponsored by TTEC. Imagine an interaction that's so simple and easy, that you don't even think about it! TTEC calls this ‘mastering the effortless experience'… and it's the future of CX. When your competition is just a click away, how do you ensure your customers stay loyal? How do you keep your employees engaged and motivated? How do you make sure your brand thrives? Managing over 3.5 million interactions daily, TTEC are CX experts who know what it takes to deliver amazing and effortless customer experiences. They combine CX strategy with proven-processes, award-winning people engagement and best-of-breed technology to deliver holistic solutions focused on driving real-world results for their clients every day. Don't get lost in a sea of competitors. Effortless is not a destination. It's a journey. And TTEC can be your guide to an effortless future. To find out more about how TTEC can help you transform your customer experience visit TTECDigital.com