In this episode, Darren Person, Global CIO at The NPD Group, and Max Chan, CIO at Avnet, share their insights about the use of AI in enterprise industries and reveal how to reap its benefits without breaking the bank. They address knowing when it is time to introduce AI, how to approach boards about it, how to leverage AI to drive employee experience and expand your business, and much more.---------Quotes“You cannot do AI or machine learning without good data. Don't ever think that AI is this black box that magically is going to solve all your problems. You have to go through the hard work, the iterations, the training of the models, testing the algorithm. Don't forget the importance that data is for this journey because without it, there's really no way to be successful and scale for your organization.” - Max Chan, CIO at Avnet“Data tells a story. It's our job to figure out what story that data tells, and then how to make sure that we are telling the right story with it. Like anything in statistics, you can use data in a variety of different ways. It's about the quality of the data that really drives that story. All these tools will help you get there, but at the end of the day, you still need to make sure that the story that you tell is accurate, to the point, and it's understandable within the data as well.” - Darren Person, Global CIO at The NPD Group---------Time Stamps:* (1:53) Meet our guests, Max and Darren* (3:33) The current state of AI for enterprise B2B and B2C companies* (13:12) How to scale AI in your company* (21:40) The approach boards should take toward AI* (28:01) How to leverage AI to drive employee experience * (32:37) Secrets CIOs should know about data* (31:59) Max and Darren ask each other questions--------SponsorThis podcast is brought to you by Asana. Asana is a leading work management platform that empowers teams to orchestrate their work — from daily tasks to big strategic initiatives — all in one place. By enabling the world's teams to work together effortlessly, Asana helps organizations of all sizes and industries achieve their goals, faster. Learn more at Asana.com.--------LinksConnect with Max on LinkedInConnect with Darren on LinkedInLearn more about The NPD GroupLearn more about Avnet
Employee experience today encompasses everything, almost from the moment you wake up until the moment you go to sleep; whether you're working or not, there's some way that your work is impacting you. For this episode, our guest Anna Matuszewska, Ph.D, an expert on Talent Management, joins us to talk about how learning development has changed and how the way employers approach career development is an even greater strategic imperative that impacts each person throughout the organization.
Join Kyle as he speaks with Ian White, founder and CEO of ChartHop. ChartHop is the leading innovator in people analytics that helps companies improve organizational health, drive alignment and accountability, and save time and money.Previously, Ian was the founder and CTO of Sailthru, the marketing cloud delivering billions of personalized newsletter emails per month for top publishers and e-commerce brands. Through his experiences, Ian felt the pains of planning and building a team -- and wanted to build something better than the spreadsheets and legacy HR systems he'd been struggling with. We discuss a range of topics, including: How to reduce turnover with people analyticsThe importance of having a pulse on HR data and how to fix it when it becomes a mess How to improve the employee lifecycle through people analytics Rebel HR is a podcast for HR professionals and leaders of people who are ready to make some disruption in the world of work.We'll be discussing topics that are disruptive to the world of work and talk about new and different ways to approach solving those problems.Follow Rebel HR Podcast at:www.rebelhumanresources.comhttps://twitter.com/rebelhrguyhttps://www.facebook.com/rebelhrpodcastwww.kyleroed.comhttps://www.linkedin.com/in/kyle-roed/Buzzsprout - Let's get your podcast launched! Start for FREEDisclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.Support the show
Today on the HR Room Podcast, we're joined by Shane O'Brien to talk about the progress made so far by employers in supporting their employees and the LGBTQ+ community at large through their support, policies, and actions. Shane is a highly experienced HR leader and is Senior Manager EMEA Employee Experience at MongoDB. About The HR Room Podcast The HR Room Podcast is a series from Insight HR where we talk to business leaders from around Ireland and share advice on how to create the HR systems and workplace culture that's right for your business. For show notes, go to www.InsightHR.ie/Podcast. If you need any HR support in Ireland, get in touch with us at Insight HR. Whether it's conducting a complex workplace investigation, filling a gap by providing you with a virtual or an onsite HR resource, or providing advice via our HR support line, as an expert HR consultancy in Ireland, we'll help you resolve whatever Human Resources challenge your business is facing. Visit us at www.InsightHR.ie.
Today on SSONext, host Jordan Mullins sits down with Manisha Singh, the executive partner for talent transformation at IBM on how we can provide a better employee experience; and why it's so important. In a power-packed 20-minute conversation, Jordan and Manisha dig into: ✅ Why employee experience is important to organizational success, ✅ What employee experience looks like in practice ✅ How it looks like at play on a day-to-day in hybrid versus in-office versus remote working models ✅ Manisha's inside-track sharing on what IBM is working on in the next five years from an employee experience perspective that other organizations can look to emulate. For the full details on that and a lot more, listen to the episode If you like what you hear today, do us a favour and hit the rating button to give us 5 stars. That way, we'll be seen in the systems, which will help us keep podcasting!
LEARNING FORUM 2022 | #LearningForum22 || Keynote Speech | in collaborazione con Microsoft |Microsoft Viva: la piattaforma digitale di employee experience per accelerare l'apprendimento e la crescita delle competenze nelle organizzazioni.Interviene: Luba Manolova, Director, Business Group Lead Microsoft 365 Modern Work & Cybersecurity Microsoft.Per collaborare come Speaker e Partner agli eventi di Comunicazione Italiana: email@example.com
Many employers will claim to be people-centric organisations, but how many actually have the quality of employer experience to back this up? A high-quality employee experience dries value for businesses in many ways, including competitive advantage in talent acquisition, better retention, increased productivity and better service for clients and customers. So how do you build a genuinely people-centric organisation with an employer experience that delivers on its promises? My guest this week is Mayra Chimienti, COO of Mister Carwash, the largest car wash operator in North America. Mister Car Wash is a certified Great Place to Work that has built a category-leading employee experience. In the interview, we discuss: What it means to be a people-first business Employee experience and customer experience Building competitive advantage in Talent Acquisition Telling authentic stories and showing evidence in the recruiting process Retention, professional development and benefits The long term impact of the pandemic Innovation The future of people strategy at Mister Carwash Listen to this podcast on Apple Podcasts.
In our latest podcast, Chris Walters, JLL's Head of UK Life Sciences, is joined by Michael Skynner, Chief Technology Officer, and Richard Hughes, VP of IT, Informatics & Facilities, at Bicycle Therapeutics. In the podcast they discuss how the demand profile of life science companies changes as their businesses mature, and how real estate decisions are now primarily based on the desires and needs of employees in the post-pandemic world.
Employees are seeking more meaning and purpose in their work. This is an opportunity for us as innovators to embed employee experience in our innovation initiatives, connecting meaning and purpose to the day-to-day work employees do. And not just because doing so is likely to help engage and retain valuable team members. Putting employee experience at the center of innovation initiatives can produce better design ideas, improve the outcome of your projects, and increase efficiencies in your development. Subscribe to FastForward Radio for more innovation and design thinking tips and best practices, and find us at digitalfastforward.com. Complementary strategy session: https://meetings.hubspot.com/clay59/innovationstrategy 5-Day Innovation Challenge: https://programs.digitalfastforward.com/5-day-innovation-challenge Innovation eXcelerator Coaching Program: https://digitalfastforward.com/innovation-coaching/ Innovation Nation Online Community: innovationnation.group
“Culture is the accumulation of smaller moments.” - Keira Torkko What IS organizational culture? What are all the components and how do you create the culture you want? These are complex questions - and yet they are critical to the work of Talent Leaders. Listen to this episode for insights on building and sustaining culture. My guest is Keira Torkko who is Chief People Officer at Assent in Ottawa, Ontario, Canada. Keira has an intriguing background in that she did not spend the majority of her career in HR. She holds a B. Comm and is a CGA, and has led Employee Experience and People for the last 4 years. In this episode of Talent Management Truths, you'll discover:
With more than 15+ years of executive experience in recruitment marketing and sales, CindyKlein is presently the Senior Vice President of Sales for Talent.com, the fastest-growing globalplayer in next-generation job search platforms. With more than 30 million jobs available in 78countries and 29 languages, Talent.com's proprietary technology matches job seekers withrelevant job opportunities while its pay-per-click model helps recruiters easily adjust their jobadvertising campaigns based on performance. Cindy oversees the company's North Americanmarket and ensures a global sales strategy and alignment. Previously she held positions withZipRecruiter and Indeed.com. Connect with her on LinkedIn athttps://www.linkedin.com/in/cindymklein/Rebel HR is a podcast for HR professionals and leaders of people who are ready to make some disruption in the world of work.We'll be discussing topics that are disruptive to the world of work and talk about new and different ways to approach solving those problems.Follow Rebel HR Podcast at:www.rebelhumanresources.comhttps://twitter.com/rebelhrguyhttps://www.facebook.com/rebelhrpodcastwww.kyleroed.comhttps://www.linkedin.com/in/kyle-roed/Buzzsprout - Let's get your podcast launched! Start for FREEDisclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.Support the show
A recent WHO-led study estimates that depression and anxiety disorders cost the global economy US$ 1 trillion each year in lost productivity. Listen as Host Rich Rininsland speaks mental health advocate Mallory Gothelf and mental health counselor Ramona Wink about the stigma of mental health in the workplace and how organizations can work to support their employees the right way.
Employee experience is often a topic that's nebulous and hard to wrap your head around. It starts from the moment someone applies to an open position, and lasts till their departure from the company. In today's episode, we share tips from past guests on how to enable trust, transparency, and meaningful work, so leaders like you can elevate the employee experience your organization offers. Hear from: - Kevin Hancock, CEO of Hancock Lumber - Megan Purday, the Marketing Manager of Canadian Payroll Services - Peter Yawitz, Founder of Clear Communication - Maryna Shkvorets, a Public Speaking & Communication Coach
To design a first-class customer experience, it starts with the mindset, the stories we're telling ourselves internally and the framework for how we're viewing the world and aligning it with what we want to create for people around us.In this episode, David sits down with Elizabeth Dixon, entrepreneur and business leader at Elizabeth Dixon Speaks. Elizabeth has worked for or alongside several customer-centric organizations, including her current role of Principal Lead of Strategy, Hospitality and Service Design at Chick-fil-A corporate. Combining best practices and insights from her career, Elizabeth shares the 5 key elements of a great customer experience. From mindset, we discuss the differences between service and hospitality, customer clarity, defining what makes your organization unique and innovating to meet customer needs.—--Show Notes3:27 Applying Strategy and Design to CX5:03 5 Key Elements of Great Customer Experience6:52 Elizabeth's Career Path through Chick-fil-A7:53 The Difference Between Service and Hospitality15:09 Choosing Your Mindset22:15 Recovery Situations and Broken Processes26:15 Disney and Ritz-Carlton's Service Recovery systems29:55 Create Your Culture35:19 Know Your Customer40:24 Define Your Differentiator43:20 Pursue Innovation—--For more info on the topics covered in this episode, check out:ElizabethDixonSpeaks.comConnect with Elizabeth on Instagram or LinkedInThe Power of Customer Experience: 5 Elements to Make an ImpactA More Beautiful Question by Warren Berger
The CX Goalkeeper had the great opportunity to interview Jill RaffLinkedIn Headline: Expert Insights Turning Employees Into Advocates and Customer Magnets Consultant, Speaker, Show Host, Author, CEO/Founder of Jill Raff Group, LLCHighlights:* 00:00 Game Start* 01:00 Jill's introduction* 05:00 Jill's values* 06:19 EX2CX definition* 8:03 the importance of employee experience* 10:15 Inside-Out Methodology* 18:03 The 3 "Es" plus one E* 23:15 Jill's Definition of Employee Experience* 25:10 What are we discussing in Employee Experience in 10 years from now?* 27:09 Employees: Partners and not "being depending"* 28:15 Jill's contact details* 30:28 Jill's book suggestion* 31.59 Jill's Golden Nugget* 33:25 Game End… more on: www.cxgoalkeeper.com/jillraffJill's Contact Details:-https://www.jillraff.com/- https://www.linkedin.com/in/ex2cx-expert/- https://www.youtube.com/channel/UC5Zr7Espyc1cM08zXwKmxiAThank you, Jill.#customerexperience #employeeexperience #cxgoalkeeper #podcast #leadership #ex2cx
Hey, it’s Robbie Kellman Baxter, host of the Subscription Stories Podcast. I wanted to just reflect on some of my favorite moments of season 3 and also share a sneak peek at Season 4. We packed a lot into this season, truly something for everyone. We opened the season with David Lorsch, the Chief Revenue Officer of Strava, the world’s largest athletic community, talking about how to upgrade freemium subscribers to premium. If you’re interested in how the membership economy is transforming Health & Wellbeing, you’ll also enjoy my conversations with Ben Foster of Whoop, Joanna Strober of Midi Health, Bryan Welch of Mindful,org and Matthew Mengerink of Thirty Madison. If you’re building subscriptions around great content, check out my conversation with Ariel Zirulnick, who led the 4-year long Membership Puzzle Project which identified best practices in building deep, trusted relationships with readers of newspapers around the globe. You’ll also learn about key metrics and cultural tactics for building a member-first team from Mayur Gupta, the CMO of Gannett, and about building a membership bundle from Outside’s Tommy O’Hare (who happens to be a former Olympian). And if your startup is looking for a great story to build traction, listen to my conversation with Chief Storyteller at GoodTrust, Daniel Sieberg Venture investor Ira Ehrenpreis had a lot to share about the power of profit and purpose in creating iconic companies like Tesla, The RealReal and Bellwether coffee. And Rafat Ali, CEO of the Skift talked about the power of subscriptions in travel and hospitality. For those of you who like to nerd out--Season 3 was like a PhD in subscriptions, with several experts on the cutting edge of markets and trends—Wharton Professor and author of the CustomerCentricity Playbook Peter Fader, as well as Harvard Business School’s Marco Bertini, with whom I have had many spirited discussions about pricing for outcomes and his new book The Ends Game, Google’s Chief Measurement Strategegist Neil Hoyne, whose new book Converted is a must-read for any subscription practitioner, Patrick Campbell, founder of Profitwell, who uses data to go deep on customer retention, and my old friend and colleague Bob Baxley, a leading Silicon Valley product designer and educator who has led design teams at Apple, Pinterest and now Thoughtspot. If you haven’t listened to those episodes—I encourage you to check them out. And if you like them, please be sure to rate and review them on Apple iTunes or Apple Podcasts—that helps me, and makes it easier for others to find the podcast. This summer, I’m hard at work to make sure that Season 4 is the best and most practical season of Subscription Stories so far. You’ll get to learn about building habits through your products with Nir Eyal, bestselling author of Indistractible and Hooked. You’ll see how to use employee-centricity to grow customer engagement and retention with Salesforce global growth and innovation evangelist, Tiffani Bova. Employee Experience is an often overlooked lever in building great business models as well as the subject of Tiffani’s forthcoming book. And you’ll learn some of the secrets that have made LinkedIn such a powerhouse in the Membership Economy. That’s just the beginning. To make sure you don’t miss a thing, Follow Subscription Stories wherever you get your podcasts—just tap on the Follow or Subscribe button. Thanks for your support, and thanks for listening to Subscription Stories. Love the show? Subscribe, rate, review, and share!
How to win the war for talent by focusing on employee experience. Employee experience is the process of redesigning your workplace practices around your people by focusing on three environments:
Owyoung has established and led diversity, equity and inclusion initiatives in multiple industries, including Charles Schwab, GitHub, and Yahoo!. She has been recognized for her influence and thought leadership by Entrepreneur Magazine as 2021's 100 Women of Impact.Studies prove that companies with more diversity in their ranks are more innovative, expand their markets, and perform better financially. Why, then, has so little progress been made, especially when it comes to corporate leadership? Because most companies have yet to develop and implement effective diversity, equity, inclusion, and belonging (DEIB) initiatives. And the ones that have too often focus mainly on hiring a diversity of staff or rolling out unconscious bias training without improving results. DEIB expert Cynthia Owyoung has spent more than two decades working in this space. She's seen it all, and she knows what works―and what doesn't. In All Are Welcome, Owyoung delivers the information and insights you need to make DEIB a key element of your company culture. You'll learn how to:•Break old habits that keep DEIB efforts from moving forward•Retain talent from underrepresented groups •Conduct an audit of the state of DEIB at your company today•Engage and excite leaders and managers around DEIB efforts•Weave DEIB into all your talent pool management methods•Uplevel employee resource groups to effectively support business goals •Measure your progress with qualitative and quantitative data•Connect your DEIB efforts to driving better business resultsWith All Are Welcome, you have everything you need to build a workforce and a company designed to compete in the twenty-first century while doing your part to make the world a better place to live―and work. Rebel HR is a podcast for HR professionals and leaders of people who are ready to make some disruption in the world of work.We'll be discussing topics that are disruptive to the world of work and talk about new and different ways to approach solving those problems.Follow Rebel HR Podcast at:www.rebelhumanresources.comhttps://twitter.com/rebelhrguyhttps://www.facebook.com/rebelhrpodcastwww.kyleroed.comhttps://www.linkedin.com/in/kyle-roed/Buzzsprout - Let's get your podcast launched! Start for FREEDisclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.Support the show
COVID has forced the issue on digital transformation in the workplace. Steve Van Till, Founder and CEO of Brivo, explains how cloud-based security tools help enable that transformation. When the world changed in 2020, the workplace changed with it – to an age of remote and hybrid work arrangements and flexible working schedules. Security and accessibility while also drawing insights became paramount, and cloud-based tools like access control and workspace management solutions developed into a new utility, says Brivo founder and CEO Steve Van Till. In this podcast episode, Van Till talks about why the new solutions are as important as water and HVAC, how functionality and security go hand in hand for workplace digitization, and how companies can overcome obstacles on their journey thereto.
Jane shares her approach to finding points in the employee lifecycle to make positive impact, providing examples such as HR's role in designing leaders' decarbonisation and gender targets that create transparency and accountability. Describing Dentsu's approach to attracting Millennial and GenZ talent through its employer value proposition and brand message as champions for meaningful progress, Jane highlights the partnership between HR and Social Impact teams. Encouraging us to listen more and stay curious, don't miss all the examples Jane provides in this brilliant episode – and we'd love to know what you think about having a personal carbon budget at work! Here's a snapshot of a few things we talked about: [3:20] Finding points in an employee lifecycle to make an impact [6:00] HR supporting decarbonisation targets [11:20] Championing meaningful progress: HR and Social Impact partnering [17:00] Social Mobility [20:00] Reviewing corporate values through an inclusion lens [26:30] Listening more and stay curious Referenced resources Cutting Edge Parental & Family Leave Policy and Practice “I love How HR Leaders Change the World” – if that sounds like you, please consider rating and reviewing our show! This helps us achieve our goal, to reach more of your peers, so we can all contribute to further and faster change. Scroll to the bottom, tap to rate with five stars, and select “Write a Review”. Be sure to let me know what you loved most about the episode! Also, if you haven't done so already, follow the podcast. We'll add a bunch of bonus episodes to the feed and, if you're not following, there's a good chance you'll miss out. Follow How HR Leaders Change the World today!
Anyone engaged in experience design knows the challenges of measuring experiences. Far being being a recent issue, understanding our experiences with the world has long challenged philosophers and social scientists. If centuries of the world's greatest thinkers has yet to be able to figure it out, you know it is a hard nut to crack. To solve this issue, many measurement strategies have evolved, each with this benefits and drawbacks. It can feel overwhelming in terms of trying to what can be the best approach to take.Luckily, there is Greg Kihlström's new book "Meaningful Measurement of the Customer Experience." A prolific writer, speaker, consultant, and podcaster, Greg combines his experience and the experiences of others in a comprehensive overview of measurement strategy, philosophy, and execution.Greg visits the Experience by Design studio to discuss his book, where he gives “guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal.” On the podcast, we discuss ‘best practices' across different companies, and how we might provide ‘better practices' for increasing our understanding of customers, their experiences, and their worlds. We also discuss the connection between customer and employee experiences, and new directions in CX and experience measurement.
Our first three-peat on the show, we welcome back Jesse Cole, owner of the Savannah Bananas. In previous episodes, David and Jesse have jammed and brainstormed, but in this show, we unpack the Bananas' 5-E-Framework that has propelled their Fans First model into a global phenomenon. What the Bananas lack in detailed processes and metrics, they make up for in intentionality, in-depth knowledge of their product and fans and the impression they leave through every step of the in-person and virtual experience. -----Show Notes4:04 Fans First: The Savannah Bananas Story5:08 Capturing the World's Attention10:47 Balancing Attention and Intention12:49 The 5 E Framework 13:16 Eliminate Friction - What Hurts the Most20:01 Make the Small Bets21:52 Entertain Always - How You View Things is How You Do Things23:43 The Last Impression29:34 Experiment Constantly33:11 Collecting Data and Feedback35:48 Undercover Fans38:11 Engage Deeply45:19 Empowering Action49:23 “The First Fan is Yourself”-----Want more from Jesse Cole and the Savannah Bananas?Books: Fans First: Change The Game, Break the Rules & Create an Unforgettable Experience Find Your Yellow Tux: How to Be Successful By Standing OutConnect with Jesse: Twitter | LinkedInFindYourYellowTux.com | Business Done Differently PodcastFollow the Savannah Bananas: Facebook | Twitter | Instagram | TikTok | YouTubeCheck out Jesse's other appearances on Flip the Switch:Episode 14: Fans FirstEpisode 44: A Culture of Experimentation and Innovation
Today we have Prashant Dinkar Hinge. He is the Vice President of Automation and Employee Experience at The Hanover Insurance Group. Hanover is a leading provider of property and casualty insurance in the United States. Prashant and the team have built an Intelligent Automation Practice at Hanover that is centered around AI for improving Employee … Prashant (Hanover) Read More »
Jennifer McClure is the Founder and CEO of Unbridled Talent, LLC, CEO / Chief Excitement Office of Disrupt HR, LLC, and all around awesome person. Jennifer McClure is also a sought after Speaker and Coach who combines her experiences as a Business Leader, Human Resources Executive, Executive Recruiter and Executive Coach with an educational, entertaining and informative style in order to Educate, Empower and Encourage audience members and clients to unleash their individual potential and enhance their skills as Leaders of People.Consistently rated as a top Speaker at major events and conferences, Jennifer's engaging and relatable style is a mix of inspiration, “how-to”, sharing of best practices and strategic discussion based upon her over 25 years of experience leading human resources and talent acquisition efforts, studying of industry Best Practices and partnering with senior executives to improve their skills and increase their impact.Jennifer has spoken at over 200 industry-related conferences and events, where she has delivered keynote presentations and provided workshops or training in the areas of leadership, executive development, presentation and communications skills and talent acquisition strategies.Connect with Jennifer today at: https://www.linkedin.com/in/jennifermcclure/https://jennifermcclure.net/https://disrupthr.co/How to start a movement: https://www.youtube.com/watch?v=V74AxCqOTvgRebel HR is a podcast for HR professionals who are ready to make some disruption in the world of work.We'll be discussing topics that are disruptive to the world of work and talk about new and different ways to approach solving those problems.Follow Rebel HR Podcast at:www.rebelhumanresources.comhttps://twitter.com/rebelhrguyhttps://www.facebook.com/rebelhrpodcastwww.kyleroed.comhttps://www.linkedin.com/in/kyle-roed/Rebel ON, HR Rebels! Buzzsprout - Let's get your podcast launched! Start for FREEDisclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.Support the show
The key to a successful organization starts with engaging your employees and establishing strong and meaningful connections. Listen as Host Rich Rininsland speaks with Sales Leader and Chief Digital Technology Officer at Tential Anna Frazzetto on how to cultivate business relationships to build an active network.
In this episode, I welcome Dane Espegard into the studio. - The best service ensures that customers feel heard at every turn - Shooting for progress rather than perfection is a key way to focus on continuous improvement - Stretch goals are great ways to move beyond what we think of as possible - Taking the time to dream helps elicit passion and big ideas (and small important ones) https://daneespegard.com/ https://daneespegard.com/freegift/ It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok: https://vm.tiktok.com/owrTbL/ Facebook: https://www.facebook.com/tonyjohnsoncx/ Music: http://www.bensound.com
In this HCI Podcast episode, Dr. Jonathan H. Westover talks with Victoria Dew about employee experience communication and employee value proposition. See the video here: https://youtu.be/8MyD5LYeLs0. Victoria Dew, SCMP is the Founder& CEO of Dewpoint Communications, a firm focused on helping people-powered businesses to better communicate with their employees every day, and works with clients ranging from high-growth startups to Fortune 50 companies. Her global business experience includes 15+ years of internal communications and engagement expertise. She has served as trusted strategic advisor to dozens of CEOs and executives in a wide range of industries & sectors. Victoria is highly regarded as a leading employee experience and future of work expert in the communications profession, has published research on the subject, and is a sought-after speaker and facilitator. Download our Insights Report: The New Rules of Employee Experience & Communication in 2022 Please leave a review wherever you listen to your podcasts! Check out the Ready for Takeoff podcast at Wix.com/readyfortakeoff. Check out Zapier.com/HCI to explore their business automations! Go to Swag.com/HCI and use promo code HCI10. Check out the HCI Academy: Courses, Micro-Credentials, and Certificates to Upskill and Reskill for the Future of Work! Check out the LinkedIn Alchemizing Human Capital Newsletter. Check out Dr. Westover's book, The Future Leader. Check out Dr. Westover's book, 'Bluer than Indigo' Leadership. Check out Dr. Westover's book, The Alchemy of Truly Remarkable Leadership. Check out the latest issue of the Human Capital Leadership magazine. Ranked #5 Workplace Podcast Ranked #6 Performance Management Podcast Ranked #7 HR Podcast Ranked #12 Talent Management Podcast Ranked in the Top 20 Personal Development and Self-Improvement Podcasts Ranked in the Top 30 Leadership Podcasts Each HCI Podcast episode (Program, ID No. 592296) has been approved for 0.50 HR (General) recertification credit hours toward aPHR™, aPHRi™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™ and SPHRi™ recertification through HR Certification Institute® (HRCI®). Learn more about your ad choices. Visit megaphone.fm/adchoices
Written by Valentine Gatard Narrated by Gayle Crew In light of the recent crisis we have all experienced, remote working and employee experience have become hot topics for companies and workers. The past year had its share of unforeseen events and changes in the way we produce, sell, manage, or communicate.
Customer service training shouldn't be something you have to do, but something you get to do, to empower the event staffs that serve your fans and represent your brand. In this episode, David Millay and Katie Rudy break down the the key components, resources and best practices to running a more captivating training.We cover: In-person vs. virtual formatsTraining mindsets Inspirational vs. instructional content Who should be invited and ideal activities for different sized-groups -----Inspired to transform your training? Get started with this event staff service training toolkit, chock full of the components to include, event checklists and email templates.
The constantly shifting demands of digital users are forcing IT leaders to anticipate the next curveball -- that's why we talked to Brian Shield, SVP & CTO, Boston Red Sox and Fenway Sports Management, and David Vidoni, VP of IT at Pegasystems, about simplifying their IT departments in order to remain agile. In this episode, Brian & David reveal their secrets to providing a world-class experience that's constantly changing with consumer preferences, plus how they've accelerated the digital transformation journey, and much more.---------Quotes“The key thing for any organization, or any CIO, is that you have to get rid of a lot of your legacy. If you're so overwhelmed with legacy technologies, systems, and processes, it's very difficult to think strategically. When you do implement technologies, you need to implement ones that, if not future-proofed, at least give you a long runway so that you feel like you're not going to have to revisit these on a very regular basis.” - Brian Shield, SVP & CTO at Boston Red Sox and Fenway Sports Management“It all comes down to going back to basics. The simple things – do you have applications that create data with a high degree of quality upfront? Do you have people responsible for those systems that will maintain that data? Then behind the scenes, is the plumbing to bring that data from point A to point B simplified and straightforward?... When you get to the point where you need to do reporting or other analysis, a lot of the headaches and problems have already been dealt with.” - David Vidoni, VP of IT at Pegasystems---------Time Stamps:* (1:47) Brian & David share more about their respective roles* (5:15) Projects on the horizon for the Boston Red Sox and Pegasystems* (7:22) Simplifying the digital transformation journey * (12:35) Data literacy at the board level * (20:17) Making bets on new technologies * (23:16) Finding the right outside partnerships* (25:52) Secrets more CIOs should know * (31:59) Brian and David ask each other questions--------SponsorThis podcast is brought to you by Asana. Asana is a leading work management platform that empowers teams to orchestrate their work — from daily tasks to big strategic initiatives — all in one place. By enabling the world's teams to work together effortlessly, Asana helps organizations of all sizes and industries achieve their goals, faster. Learn more at Asana.com.--------LinksConnect with Brian on LinkedInConnect with David on LinkedInLearn more about Boston Red Sox and Fenway Sports ManagementLearn more about the Pegasystems
The pandemic has caused people to rethink many aspects of their lives – including careers. The Great Resignation and Great Reshuffle is evidence of this current reality. Employees recognized that the old, artificial yardstick of career success – the promotion or title – may not be what will best serve them, their families, or their long-term happiness. Leaders and managers must be prepared to deliver a new employee experience, one that allows people to develop in ways that are important to them. Promotions Are So Yesterday offers a roadmap for doing just that.Promotions Are So Yesterday focuses on the importance of career development through an easy-to-apply, research-based multidimensional career framework. Featuring seven alternatives to promotions — contribution, competence, connection, confidence, challenge, contentment, and choice—Julie offers powerful ways for career growth that, unlike promotions, are completely within a manager's and employee's control.Filled with practical advice, nearly 100 questions to spark reflection and productive dialogue, and actionable tools that managers can use with employees, Promotions Are So Yesterday proves that when it comes to career development no promotion really is no problem.ABOUT THE AUTHOR:Julie Winkle Giulioni is a champion for workplace growth and development and helps executives and leaders optimize talent and potential within their organizations. One of Inc. Magazine's Top 100 speakers, she's the author of Promotions Are So Yesterday: Redefine Career Development. Help Employees Thrive and the co-author of the international bestseller, Help Them Grow or Watch Them Go: Career Conversations Organizations Need and Employees Want, translated into seven languages. Julie is a regular columnist for Training Industry Magazine and SmartBrief and contributes articles on leadership, career development, and workplace trends to numerous publications including The Economist. Rebel HR is a podcast for HR professionals and leaders of people who are ready to make some disruption in the world of work.We'll be discussing topics that are disruptive to the world of work and talk about new and different ways to approach solving those problems.Follow Rebel HR Podcast at:www.rebelhumanresources.comhttps://twitter.com/rebelhrguyhttps://www.facebook.com/rebelhrpodcastwww.kyleroed.comhttps://www.linkedin.com/in/kyle-roed/Buzzsprout - Let's get your podcast launched! Start for FREEDisclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.Support the show
In this episode I want to extend the deepest and truest gratitude for those who served and sacrificed on this Memorial Day Weekend. Thank you. What can we learn? - Appreciation Matters - Leadership Matters - Training Matters - Dedication Matters It's time for your service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok: https://vm.tiktok.com/owrTbL/ Facebook: https://www.facebook.com/tonyjohnsoncx/ Music: http://www.bensound.com
Harrison Kim interviews Tim Brehmer on how onboarding bridges the gap between the candidate and employee experience. What does a successful onboarding program look like?How does onboarding bridge the gap between the candidate and employee experience?What are some common challenges that arise when onboarding new employees?How can organizations calculate the ROI of a successful onboarding program? Find Tim on LinkedIn and check out Enboarder! Find Harrison Kim at Pavestep at firstname.lastname@example.org.To be featured on Working with People by Pavestep, email Riley Steinbach at Riley.email@example.com. Recorded May 2022Support the show
On this episode of AEC Marketing for Principals, our host Katie Cash is joined by Senior Vice President of HITT Contracting, Ashley Campbell, and Smartegies CEO, Judy Sparks, to discuss the importance of bridging the gap between the employee and client experience. Campbell, a 16-year AEC veteran, breaks down the key factors to implementing a strong employee experience strategy that defines your brands and culture and sets firms apart from the rest.What you will learn: How to navigate the shift in what the employee experience means todayHow to connect employees to your firm's purposeHow to ensure the client experience is consistent across your entire firmThe importance of approaching each employee relationship as a business partnership
For our 100th Episode, we have a legendary guest, Lou Adler! Lou Adler is The Sherlock Holmes of Recruitment, CEO, and founder of The Adler Group – a consulting and training firm helping companies implement "Win-Win Hiring" programs using his Performance-based Hiring℠ system for finding and hiring exceptional talent. Lou got a good whiff of corporate BS and turned the recruitment industry on its head. He's been a nuclear missiles engineer, ran a manufacturing company, financial analyst for the 37th largest company in the world, director of business operations for the first handheld calculator company, and GM for an automotive manufacturer.Lou realized that the hiring process was broken so he invented what's now famously known as the ‘Performance-based Hiring' model. With over 40 years in the recruiting industry, Lou's company ‘The Adler Group' has trained over 40,000 hiring managers and placed over 1500 executives for many of the fastest-growing companies with clients including Disney, General Dynamics and Paycom,Lou has over 1.4 Million followers on Linkedin and is one of the top bloggers on LinkedIn's Influencer program writing about the latest trends in hiring, employment, and recruiting.His articles and research have also been featured in Inc. Magazine, Business Insider, Bloomberg, SHRM, and The Wall Street Journal. Lou is the author of ‘The Essential Guide for Hiring & Getting Hired' and the Amazon top-10 best-seller, ‘Hire With Your Head - Performance-Based Hiring to Build Outstanding Diverse Teams' which has been translated into multiple languages including Korean Japanese, and Chinese.He's also the host of the "Almost Daily Recruiting Show" focused on addressing the challenges involved in ‘Diversity Hiring Without Compromise'.https://www.louadlergroup.com/https://www.linkedin.com/in/louadler/Rebel HR is a podcast for HR professionals and leaders of people who are ready to make some disruption in the world of work.We'll be discussing topics that are disruptive to the world of work and talk about new and different ways to approach solving those problems.Follow Rebel HR Podcast at:www.rebelhumanresources.comhttps://twitter.com/rebelhrguyhttps://www.facebook.com/rebelhrpodcastwww.kyleroed.comhttps://www.linkedin.com/in/kyle-roed/Buzzsprout - Let's get your podcast launched! Start for FREEDisclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.Support the show
Work is on trial. Employees are reassessing why they work and where they work, and they're leaving jobs at record rates to find out what exactly drives them. Improving the employee experience is top of mind for financial institutions — and for good reason. The employee experience is critical in attracting talented people and keeping the ones you already have. And it's everyone's responsibility in the organization, from leadership to HR, to foster a better experience. How? In this episode of Bank on Wipfli, Robert Zondag, Senior Manager, and Michelle Joseph, manager in Wipfli's organization performance practice, dive into: Who is responsible for creating the employee experience How to get past the “hype” and adapt to employee needs at a pace that is digestible for everyone involved The importance of designing a people plan that aligns with your strategic plan Listen in to learn employee experience best practices.
Rising in popularity for years, the pandemic quickly pushed remote work and hybrid flexibility mainstream. With "work from home" options becoming widespread and now expected by job candidates, it's clear that businesses must adapt to the digital workplace. In this episode, Carrie Charles talks to the Chief Technology Officer and Senior Vice President at Unisys, Dwayne Allen. Dwayne talks about the solutions and services they offer to their clients, particularly concerning the digital workplace and how they can transition to that along with the end-user experience. He also shares some emerging trends in tech and opportunities in IT services and solutions. On finding their team, Dwayne then shares the strategies they are using to attract and retain talent and help them thrive. Love the show? Subscribe, rate, review, and share! http://broadstaffglobal.com/
The world of work has fundamentally changed from one that is siloed, sequential, rigid, and conformist to one that's much more fluid, collaborative, multimodal, and individual. People are truly recognizing the importance of being able to bring their whole self to work — and, for the first time for many of us, feeling like they should be empowered to bring their whole self to work. And today, we're talking all about the employee experience in a post-COVID world with Jill Popelka. Jill is the author of the new book “Experience, Inc: Why Companies That Uncover Purpose, Create Connection, and Celebrate Their People Will Triumph.” She's also the President of SAP SuccessFactors and a sincere believer that purpose drives people, and people drive business performance to help the world run better and improve people's lives. Resources: LinkedIn: https://www.linkedin.com/in/jillpopelka/ (https://www.linkedin.com/in/jillpopelka/) Twitter: https://twitter.com/JillPopelka (https://twitter.com/JillPopelka) Read: https://www.goodreads.com/book/show/60308614-experience-inc
Join Nancy Ridge Founder of Ridge Innovative and Skyler Stewart, leader of AI+IoT of Epic iO, for a captivating conversation around Cultivating an Innovative Mindset. Nancy is honored to introduce Skyler Stewart. Skyler has been successful for the last 19+ years in building national and global channel partner sales organizations in the wireline, wireless, Voice, Data, and Cloud industries. He has served in various channel sales and executive leadership roles for successful start-ups that included such notable telecom companies as Stewart Electric & Communications, Mountain Telecommunications Inc. now Eschelon Telecom and Integra Telecom. Prior to that, he served as Channel Chief at Telesphere overseeing all Indirect Channel Sales nationally, and was instrumental in the expansion of the Indirect Channel, which was then acquired by Vonage Business in 2015. Currently, he serves as the head of AI+IoT for Epic iO leading a team of experts making a safer, smarter, & more connected world for smart cities across the country. In addition to being the recipient of numerous performance and President's Club Awards during his career, Skyler specializes in customizing solutions for large enterprise customers seeking a superior solution, ranging from Security, AI, IoT, UCaaS, CCaaS, CPaaS, SDWan, and various other SaaS services. While away from the office, Skyler enjoys spending time with his wife and two boys while seeking ways to fulfill his need for speed. Prior to his professional telecom career, Skyler raced motocross professional around the globe. Index: 00:52 – Introduction of Skyler Stewart and his Background 03:25 – Cultivating an Innovative Mindset; Definition of IoT 06:00 – Solving Business Problems; Core Pillars 07:58 – How can we put the concept of billions of connections and the metadata into our lives? 09:57 – Seeing applications everywhere; projected rate of adoption 13:27 – Countering resistance; Profitability 15:15 – The mindset and seeing the applications everywhere 18:49 – Solving for customer experience and reducing costs 21:15 – AI notifications immediately 23:19 – Customer and Employee Experience; Culture of Caring 25:28 – What innovation would you most like to see gain adoption? Helpful Links – Epic iO – https://epicio.com/ If you enjoyed this podcast, be sure to subscribe to us on Soundcloud for more episodes and write us a review! Share this episode with anyone interested in unconventional ideas. Do you have questions, comments, insight on the topics discussed today? Send an email to firstname.lastname@example.org with Subject: “Culture of Innovation S1 E14”! Follow Us On: iTunes: https://podcasts.apple.com/us/podcast/culture-of-innovation/id1537650821 Website: https://ridgeinnovative.com Twitter: https://twitter.com/nancy_ridge LinkedIn: https://www.linkedin.com/in/nancy-ridge-085988a YouTube: https://www.youtube.com/channel/UCjEMawW6iUoDcQDjvtKTBzA Soundcloud: https://soundcloud.com/culture-of-innovation Release Date: 24 May 2022
Mark Bryan is the Director of Innovation and Research at M+A Architects - He's also a certified futurist. As a Futurist, Mark leads M+A's Futurism services, using innovation and research to create personalized data-driven solutions and future-driven forecasts to solve now for what is to come next. Mark uses his work to predict, and protect, what inevitable change means for the future.In today's episode, we go deep into the metaverse, artificial intelligence, and what the future might hold for work and life. To hear more from Mark Bryan, check out the podcast he co-hosts, M+Ake It Innovative. Want to ask Doug a question for our next podcast? Leave him a question or comment here. Click here to get your FREE copy of the Imagine a Place journalConnect with host, Doug Shapiro, below:By Email: email@example.comOn Instagram: @Douglas_ShapiroOn LinkedIn: https://www.linkedin.com/in/doshapiro/Email Imagine a Place: firstname.lastname@example.org
The CX Goalkeeper had the great opportunity to interview Claire BoscqLinkedIn Headline: Turn People & Places into Prosperity using my BIZSHUI Method, blending Feng Shui Principles with Business & Personal needsHighlights:00:00 Game Start01:15 The Book BIZSHUI 9 keys to Feng Shui your Business For Success08:20 Employee Experience - the Hiring Circle16:24 Tangible examples to improve the environment21:03 The day challenge for me (and for you!)23:15 Employee Development and Training28:45 The importance of Listening31:40 Claire contact details2:30 Claire book suggestion34:18 Golden Nugget… and much moreClaire's Contact Details:https://www.claireboscq.com/https://www.linkedin.com/in/claireboscq/more details: www.cxgoalkeeper.com/ClaireBoscqThank you, Claire!
In this episode, I speak with Laurie Sudbrink about engaging, retaining, and maximizing employee performance. Are you putting your employees first so they are enabled to serve customers? Constructive feedback and performance management go best when you start with a positive intent Communicate how each individual contributes to the mission and vision Great onboarding is about connection and reaching out before day one Visit Laurie at: https://www.lauriesudbrink.com/ It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok: https://vm.tiktok.com/owrTbL/ Facebook: https://www.facebook.com/tonyjohnsoncx/ Music: http://www.bensound.com
Our conversation today is with John Wetzel, Alex Hilleary, and Brooks Sime — Co-Founders of Gather (acquired by ChartHop in March, 2022) — on building a company oriented around a future of work that puts people first and streamlines workflows for People Operations teams.Alex is the former COO of Gather where he led sales and marketing. John is the former CEO of Gather where he led product, design customer experience, and operations. Brooks is the former CTO of Gather and led all engineering efforts. As we cover in our conversation, Alex and John previously worked at BoxCast together here in Cleveland prior to working on Gather and separately, Brooks worked across several industries as a startup engineer in New Orleans.After successfully navigating Gather to their new home at ChartHop, Alex is going back to his roots, building out a community marketing channel leveraging the assets he established at Gather while John is a now a senior product manager overseeing ChartHop's Employee Experience product and Brooks is a lead software engineer.In our conversation, which all three founders would like to dedicate to Ari Kedoin and Emily Armando, the Venture for America fellows who joined the Gather team here in Cleveland last summer and who have also now joined the ChartHop Team — we cover the full story of Gather, from inception through to acquisition and learnings along the way – please enjoy!--Learn more about GatherLearn more about ChartHopConnect with John Wetzel on LinkedIn or on Twitter @John__WetzelConnect with Brooks Sime on LinkedIn or on Twitter @BrooksSimeConnect with Alex Hilleary on LinkedIn or on Twitter @alex_hilleary
Kelly is a speaker, coach, and business owner who has been specializing in brand and culture development for over two decades. He is a graduate of Baldwin Wallace University who opened his first ad agency at the age of 24. Over the past two decades, Kelly has excelled as a marketing director, communications executive, innovation specialist, and agency owner.In 2009, he identified, formalized and trademarked a Culture Development Marketing process that had been guiding his success in clarifying brand stories in a way that builds participation and creates a culture-building celebration of the brand's story. The Culture Development Marketing process is powered by the 3-P principle™ as it involves the defining of the three core components of a story: Attitude, Drive, and Direction. The base of the 3-P Principle is simple: when you define these three areas in concert together, they transform in a way that allows you to validate trust and connect on every level. Your Attitude becomes Positive, your Drive becomes Powerful, and your Direction becomes Purposeful.For 10 years the process of Culture Development Marketing has been the starting point in every brand relationship at Brand Story Experts and the foundation for the success of the company.In 2018, Kelly partnered in the development of The All In App. The All In App is an internal communications app that works hand-in-hand in with Culture Development Marketing by creating a cohesive system for keeping teams informed while gamifying internal content creation.https://brandstoryexperts.com/Rebel HR is a podcast for HR professionals and leaders of people who are ready to make some disruption in the world of work.We'll be discussing topics that are disruptive to the world of work and talk about new and different ways to approach solving those problems.Follow Rebel HR Podcast at:www.rebelhumanresources.comhttps://twitter.com/rebelhrguyhttps://www.facebook.com/rebelhrpodcastwww.kyleroed.comhttps://www.linkedin.com/in/kyle-roed/Buzzsprout - Let's get your podcast launched! Start for FREEDisclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.Support the show
In today's episode of Tech Talks Daily, Dr. Steven Hunt, Chief Expert, Technology & Work at SAP, joins me in a conversation about Workforce Psychology, HR Technology & Business Strategy. Steven shares his origin story, and we discuss how technology is influencing the way we work and how this has evolved over the last few years. Shifting demographics combined with the digitalization of all aspects of life are transforming the nature of work. This is forcing companies to rethink how they design jobs and recruit, develop, and engage employees. In Talent Tectonics: Navigating Global Workforce Shifts, Building Resilient Organizations, and Reimagining the Employee Experience, Steven Hunt explains how technology is changing the purpose of work and why creating effective employee experiences is critical to building organizations that can thrive in a world of accelerating change and growing skill shortages. I learn more about how a technology company like SAP embraces this area of focus and how it impacts new software solutions being developed. We also explore the role of technology in all of this and what tools are critical in this future of work evolution. About Steven A recognized expert on strategic human resources (HR), Dr. Hunt has had a pivotal role in developing systems that have improved productivity and engagement of millions of employees working for hundreds of companies around the globe. A well-known speaker, author, and thought leader on strategic human resources, Dr. Hunt has written over 100 articles, published two books, and supported strategic HR efforts working with companies across five continents. Dr. Hunt holds a Ph.D. in industrial-organizational psychology from The Ohio State University, a B.A. in applied mathematics and psychology from the University of California, San Diego, and certification as a Strategic Professional of Human Resources (SPHR) from the Society of Human Resource Management. He has experience as an advisory board member for the Society of Human Resource Management, the Workforce Institute, the Journal of Management, and other talent management organizations. Prior to joining SuccessFactors, Dr. Hunt held positions with Kronos Talent Management Division, Starbucks Coffee Corporation, SHL Inc., Personnel Decisions International, and the U.S. Department of Energy National Laboratories. Find out more information on today's conversation at http://talenttectonics.com/
Rachel Waldmann, Sr. Manager of Employee Experience at Privy, joined us this week to discuss the shift we are seeing from the term "Human Resources" to this idea of the People Experience and how employees are expecting more from their employers, brought on by the pandemic and the Great Resignation. The two also get into this idea of being happy at work; why employers should care about their employee's happiness level and ways that HR professionals and other leaders in the organization can get their teammates more engaged at work. Lastly, Host Jeff Cross asks Rachel where she sees the future of HR heading. Music By: Colin Cross Music
Transformation to reach the next level is one of the most delicate processes throughout the attractions industry. In the current state of the industry, we're dealing with a time where people feel different than they've ever felt before. The only answer to help adapt to this new era is transformation to enhance the employee and guest experience. Challenges await behind the door we're approaching, and in this episode, Matt and Josh discuss methods and ways to transform both the guest and employee experience to help combat arising issues and ensure stability in a time where it isn't guaranteed. Pandemic Recovery (Showing Appreciation) Throughout the past 2 years, the world has shifted drastically. As a result, the ideologies of people have also shifted within the guest and employee worlds. For example, showing appreciation has become one of the most key elements in both of these worlds due to these changes in ideology. Not only should guests feel appreciated for visiting your location, but employees who help create these experiences should also be recognized for the work they do. Guests could be doing anything else other than visiting an attraction, so it's important that their presence is recognized. The same thing goes for employees, as they could be working at a different location or working from home. Showing appreciation and recognition has become practically essential after the reset the world recently went through, and people will no longer visit or work for a place that doesn't show them the gratitude they deserve for going out of their way. How to go about Transformation Going about transformation is not an easy task. Guidance and critical thinking is essential to develop a meaningful transformation that will give positive results. Following a tailored criteria to help develop transformation will be a ‘North Star.' Although the end goal may be vague, using a structured method to transform one emotion to another can lead to a transformed audience, who may not even know they've been transformed. In addition, using resources is a key element to transform experiences. Companies often have multiple departments, and creating joint efforts can really help attack pressure point elements of transformation. Measuring transformation can be a difficult task. Guests and employees are very different, yet incredibly intertwined. Overall, seeing how behavior changes in a person is the greatest indicator of transformation for all types of people. If a guest begins to become a consistent visitor, that may show that the changes you made transformed that guest. If an employee begins to refer more of their friends, that may also be a big indicator that your methods of transformation have been successful. By recognizing these changes in behavior, transformation can be altered to achieve the behavior you want. Removing barriers One of the biggest obstacles in transforming somebody's behavior is limited vision they have to the bigger picture. Getting someone to say “I've never thought of it that way” is one of the key gateways into transformation. Whether it be for the guest questioning why a restrictive policy exists to an employee wondering why the call-out system exists, helping people see the bigger picture can help change their behavior and lead to a positive transformation. Everyone only sees what is in front of them, and helping them see what goes around policies or experiences can help transform that person. The same way works when moving up the corporate ladder. As you slowly move up, you begin to see the land below you and how it intertwines with each other. Moving from an hourly position to an operations team leader transforms a person sheerly by how much more they're seeing. By spreading that knowledge, the dots can connect and more people can understand that they're no longer a cog in a machine but rather a unique individual contributing to the operation, far beyond the job description. Overall, by giving more pieces of the puzzle and connecting it for someone, they can be transformed and have their behavior changed. There are many more ways that transformation can occur, and we are eager to further explore this conversation and hear your opinions on the topic. Feel free to share your thoughts on Twitter and LinkedIn, and tag @AttractionPros. Tell us what you're going through and tell us how you're transforming your experience, or even tell us how you're struggling. This podcast wouldn't be possible without the incredible work of our amazing team: Scheduling and correspondence by Kristen Karaliunas Branding and design by Fabiana Fonseca Summary by Mason Nichols To connect with AttractionPros: email@example.com
The terms “customer-focused” and “customer-centric” are often used interchangeably, but there are distinct differences from how an organization is culturally structured to how they serve their customers.In this week's episode, Annette Franz joins David Millay to discuss her latest book, “Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business” and the 10 principles to become a more customer-centric organization.—--Show Notes2:20 Customer-Focused vs. Customer-Centric Organizations4:37 Where Customer-Focused Organizations Fall Short8:05 Making the Flip to Being Customer-Centric13:35 The 10 Principles of Customer-Centric Organizations22:12 Emphasizing Principle 1: Culture is the foundation (core values + behaviors)27:06 Emphasizing Principle 2: Leadership commitment and alignment are critical to success31:46 Emphasizing Principle 3: Employee experience - employees must be put more first35:15 The Importance of Servant Leadership40:57 Aligning Product Offerings with Customer Wants - What Problem Are You Solving?45:33 Customer Acquisition vs. Customer Retention and NPS—--For more on the topics we covered in today's episode:Check out Annette's books - Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)Built to Win: Designing a Customer-Centric Culture that Drives Value for Your BusinessFrom Built to Win - 10 Principles That Ensure Customer-CentricityCulture is the foundation (core values + behaviors)Leadership commitment and alignment are critical to success.Employee experience: employees must be put more firstPeople come before products. People come before profits.People come before metrics. Customer understanding is the cornerstone. Governance bridges organizational gaps. Outside-in thinking and doing vs. inside-out thinking and doing are core.The Platinum Rule over the Golden Rule. Dr. Tony Alessandra's Platinum Rule Concept - Treat others the way they want to be treated.Everybody Matters by Bob ChapmanSapiens: A Brief History of Humankind by Yuval Noah Harari -----CX-Journey.comConnect with Annette on Twitter or LinkedIn