Podcasts about employee experience

For today's essential Heretics 101 feature, Kelli and Nolan talk to Iain Roberts, Airbnb's Global Head of Employee Experience and discuss his transition from IDEO designer to Airbnb's CHRO, exploring how design thinking principles reshape organizational structure, collaborative leadership, and workplace policies in opposition to traditional HR practices.*Email us your questions or topics for Kelli & Nolan: hrheretics@turpentine.coFor coaching and advising inquire at https://kellidragovich.com/HR Heretics is a podcast from Turpentine.Support HR Heretics Sponsors:Planful empowers teams just like yours to unlock the secrets of successful workforce planning. Use data-driven insights to develop accurate forecasts, close hiring gaps, and adjust talent acquisition plans collaboratively based on costs today and into the future. ✍️ Go to https://planful.com/heretics to see how you can transform your HR strategy.Metaview is the AI platform built for recruiting. Our suite of AI agents work across your hiring process to save time, boost decision quality, and elevate the candidate experience.Learn why team builders at 3,000+ cutting-edge companies like Brex, Deel, and Quora can't live without Metaview.It only takes minutes to get up and running. Check it out!KEEP UP WITH IAIN, NOLAN + KELLI ON LINKEDINIain: https://www.linkedin.com/in/robertsiainNolan: https://www.linkedin.com/in/nolan-church/Kelli: https://www.linkedin.com/in/kellidragovich/—LINKS:Airbnb: http://airbnb.com/—TIMESTAMPS:(00:00) Intro(01:08) "Everything Needs to be Designed" Philosophy(02:48) Founder Mode: Leadership Through Collaboration(05:50) The One Roadmap Strategy(08:04) Prototyping Human Experiences(12:14) Sponsors: Planful | Metaview(14:42) Live and Work Anywhere: The Contrarian Bet(18:12) Talent Strategy & Future of Work(20:19) Wrap This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit hrheretics.substack.com

Achtung (Werbung in eigener Sache):  Jetzt mein neues Buch "Die perfekte Employee Journey & Experience" vorbestellen (Lieferung im Oktober 2025): Springer: https://link.springer.com/book/9783662714195 Amazon: https://bit.ly/44aajaP Thalia: https://www.thalia.de/shop/home/artikeldetails/A1074960417 Dieses Fachbuch stellt die wichtigsten Elemente der Employee Journey vor – vom Pre-Boarding bis zum Offboarding – und erläutert, wie Verantwortliche in Unternehmen eine gelungene Employee Experience realisieren und nachhaltig verankern können.   Themen Als logische Ergänzung zur letzten GainTalents-Podcastfolge mit Solveig Hauser, spreche ich in dieser Solofolge 417 über die Messung der Mitarbeitendenbindung. Viel Spaß beim Reinhören und beim Wissensaufbau! Folgende Inhalte bietet diese Solofolge: Bevor ich messen kann, brauche ich eine Bestandsaufnahme Welche Kennzahlen wirklich relevant sind Die richtige Methodik zur Erhebung Über welche Kanäle können Befragungen laufen? Inhalte und Erfolgsfaktoren bei Befragungen Vom Messen zum Steuern - Realisierung von Maßnahmen als Ergebnis der Messung   #Talententwicklung #HRdata #HRKennzahlen #Fruehfluktuation #Mitarbeiterbindung #Mitarbeiterzufriedenheit #Employeejourney #Employeeexperience #Leadership #Gaintalentspodcast   Links Hans-Heinz Wisotzky:  Website https://www.gaintalents.com/podcast und https://www.gaintalents.com/blog Bücher: Neu zum Vorbestellen: Die perfekte Employee Journey & Experience (erscheint im September 2025) https://link.springer.com/book/9783662714195 Die perfekte Candidate Journey & Experience (erschienen in Juni 2023) https://link.springer.com/book/10.1007/978-3-662-66875-7 LinkedIn https://www.linkedin.com/in/hansheinzwisotzky/ LinkedIn https://www.linkedin.com/company/gaintalents XING https://www.xing.com/profile/HansHeinz_Wisotzky/cv Facebook https://www.facebook.com/GainTalents Instagram https://www.instagram.com/gain.talents/ Youtube https://bit.ly/2GnWMFg

Achtung (Werbung in eigener Sache):  Jetzt mein neues Buch "Die perfekte Employee Journey & Experience" vorbestellen (Lieferung im Oktober 2025): Springer: https://link.springer.com/book/9783662714195 Amazon: https://bit.ly/44aajaP Thalia: https://www.thalia.de/shop/home/artikeldetails/A1074960417 Dieses Fachbuch stellt die wichtigsten Elemente der Employee Journey vor – vom Pre-Boarding bis zum Offboarding – und erläutert, wie Verantwortliche in Unternehmen eine gelungene Employee Experience realisieren und nachhaltig verankern können.   Themen Als logische Ergänzung zur letzten GainTalents-Podcastfolge mit Solveig Hauser, spreche ich in dieser Solofolge 417 über die Messung der Mitarbeitendenbindung. Viel Spaß beim Reinhören und beim Wissensaufbau! Folgende Inhalte bietet diese Solofolge: Bevor ich messen kann, brauche ich eine Bestandsaufnahme Welche Kennzahlen wirklich relevant sind Die richtige Methodik zur Erhebung Über welche Kanäle können Befragungen laufen? Inhalte und Erfolgsfaktoren bei Befragungen Vom Messen zum Steuern - Realisierung von Maßnahmen als Ergebnis der Messung   #Talententwicklung #HRdata #HRKennzahlen #Fruehfluktuation #Mitarbeiterbindung #Mitarbeiterzufriedenheit #Employeejourney #Employeeexperience #Leadership #Gaintalentspodcast   Links Hans-Heinz Wisotzky:  Website https://www.gaintalents.com/podcast und https://www.gaintalents.com/blog Bücher: Neu zum Vorbestellen: Die perfekte Employee Journey & Experience (erscheint im September 2025) https://link.springer.com/book/9783662714195 Die perfekte Candidate Journey & Experience (erschienen in Juni 2023) https://link.springer.com/book/10.1007/978-3-662-66875-7 LinkedIn https://www.linkedin.com/in/hansheinzwisotzky/ LinkedIn https://www.linkedin.com/company/gaintalents XING https://www.xing.com/profile/HansHeinz_Wisotzky/cv Facebook https://www.facebook.com/GainTalents Instagram https://www.instagram.com/gain.talents/ Youtube https://bit.ly/2GnWMFg

We often talk about employee engagement, but before that comes something deeper: experience itself. Just like we invest our own time and money into personal experiences that create lasting memories, employees evaluate their organizations through the experiences they have at work. The problem? For over a century, companies have designed work as if humans were robots—linear, rigid, process-driven, and void of humanity. From definitions of “manager” as “slave driver” to “employee” as “cog,” the very language of work reveals how broken the system has been. But times have changed. In today's Leadership Spark, we'll unpack the true meaning of experience at work and why it's become the defining factor of the future workplace. If organizations want to attract, retain, and inspire talent, they must redesign around humanity, not utility. This episode explores why experience is the missing link between engagement and performance, and how leaders can bring humanity back to work.   ________________ Start your day with the world's top leaders by joining thousands of others at Great Leadership on Substack. Just enter your email: ⁠⁠https://greatleadership.substack.com/

Actionable TakeawayStop hiding parts of yourself at work and bring more of who you are into the room.Swap “fearlessness” for courage: feel the fear and move forward anyway.Use vulnerability as a strength because it builds trust faster than pretending you've got it all together.Take a pause to breathe before big conversations because it shifts the whole energy.Get clear on your personal “why” instead of borrowing the company's version.Connect with your team on something beyond KPIs because that's where loyalty lives.Notice where technology helps but don't outsource the human touch.Find your own shape of brilliance and stop squeezing into boxes you don't fit. Connect with Anne Robie:Learn more about Anne RobieAnne on LinkedInConnect with Christian "Boo" Boucousis:Learn more about Christian BoucousisBoo on LinkedInBoo on InstagramBoo on YouTube Support the Podcast:If this episode meant something to you, please consider subscribing and reviewing the show. It helps more leaders and future leaders discover these stories.And if someone comes to mind while you're listening, send it their way. A small share can go a long way.

Integrating Employee Experience and Customer Experience initiatives is both more complicated and simpler than you think it is. Tamar Cohen and I will make that make sense.Find Tamar on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

In this episode, we welcome David Noe, host of the Speakeasy HR podcast and a fellow member of the WRKdefined podcast network. David Noe explains how HR leaders and managers can prioritize employee experience (EX) initiatives, even when everything feels urgent. We discuss how to improve EX without adding to already heavy workloads; the importance of effective manager training; and which small, simple changes—like a well-timed "thank you"—can have the biggest impact on employee satisfaction and morale.  [0:00] Introduction Welcome, David! Today's Topic: Prioritizing Employee Experience Without Burning Out [8:27] What employee experience initiatives should be prioritized when everything is urgent? Focus on the moments that matter most, like onboarding and manager relationships.  Identify employee pain points through feedback and take small steps to fix them.  [15:08] How can you improve employee experience without adding to the workload? The importance of properly training new managers instead of assuming they have the necessary skills.  Using technology and data to help managers have more structured and supportive conversations with their teams.  [23:29] What small changes create the biggest impact on employee satisfaction? The power of recognition, from a simple, unexpected "thank you" to a public shout-out.  Fostering clear communication from leadership and respecting employees' time by eliminating unnecessary meetings.  Taking the time to understand the unique motivations of all employees, from recent graduates to those nearing retirement.  [31:39] Closing Thanks for listening! Quick Quote “A simple thank you goes a long way for some people, and it really can dramatically change the morale of that person.” 

What happens when you look beyond survey data to understand what's really driving your organizational culture? James Warren, founder of Share More Stories, reveals how analyzing employee and customer stories at scale uncovers the hidden "how" and "why" that traditional data misses.His most surprising discovery? Trust has become the single most predictive emotion across all industries. Companies with high trust create lasting loyalty, while low-trust organizations remain vulnerable no matter how well they're currently performing.Warren shares a compelling healthcare case where well-intentioned technology actually destroyed employee experience by preventing human connections, plus insights on why leadership becomes more critical during agile transformations.Key Takeaways:Trust beats everything: Trust is now the most predictive emotion across industries. High-trust cultures create sustainable advantage while low-trust organizations stay vulnerable to competitorsLeaders must change too: In agile transformations, leadership becomes more important, not less. Leaders need to model vulnerability and change alongside their teamsStories reveal hidden patterns: Traditional data tells you "what" happened but stories tell you "why" it happened, uncovering emotional drivers surveys completely miss

We're joined by the brilliant Anita Lettink, a global thought leader challenging the way we think about paying people. While technology has made payroll more efficient through automation, reporting, and self-service tools, the fundamental process hasn't really changed. But what if it could?

This leadership wake up call will help you create your workplace of the future - where people want to be, not where they have to be. Labor Day isn't just a long weekend. It's an annual celebration of American workers. In this episode of the Customer Service Academy, I take a closer look at the history of Labor Day and the lessons it still holds for leaders today. From the 10,000 workers who marched in the very first Labor Day parade in 1882 to the diverse workforce powering today's experience economy, this holiday reminds us to honor the people behind the progress. I'll unpack five leadership lessons that resonate across generations: Why respect must always be the foundation. How recognition fuels engagement and retention. The importance of investing in growth, development, and safety. "Why" communication - and sharing the “why” behind the work to build trust. Backed by fresh stats and practical examples, this episode challenges leaders to go beyond a single holiday and live the principles of Labor Day every day. If you want to lead with purpose, elevate your team, and deliver better experiences for customers, this episode is your blueprint. Subscribe, drop 5 stars, and share this episode to help more leaders bring passion and purpose to their organizations.   Links & Resources:

Host Jeremy C. Park talks with Mike Coffey, Founder and CEO of BlueCotton, along with Julie Denton-Price, Co-Owner and Chief Revenue Officer, who both highlight the custom screen printing and embroidery company located in Bowling Green, Kentucky, just one hour north of Nashville, Tennessee. BlueCotton ships custom orders all over the country to clubs, groups, organizations and businesses who are looking to Mark the Moment. Mike and Julie discuss BlueCotton's comprehensive apparel production capabilities and the power of focusing on the employee experience. They detail their personal development classes and investment opportunities for employees, as well as their community involvement and philanthropic efforts, which enable the success to the company to be a win for all involved. This focus on the employee experience has helped drive turnover down from 108% to just 33% in two years and has helped the company double revenue over the last three years and grow to 130 employees.Blue Cotton's Entrepreneurial JourneyMike Coffey shares how he started BlueCotton in 1991 as a temporary T-shirt selling venture while he awaited his CPA exam results, and how that "temporary bridge" found quick success and has grown and evolved to now employ 130 and serve thousands of customers weekly. Julie shares a personal story of appearing on Wheel of Fortune, which she pursued after her 4-year-old son encouraged her to chase her dreams, emphasizing the importance of getting out of your comfort zone to create special opportunities.BlueCotton: Custom Apparel ExperiencesMike and Julie highlight BlueCotton, a custom screen printing and embroidery business located in Bowling Green, Kentucky, that specializes in creating personalized apparel for events, milestones, and causes. They emphasize the company's focus on customer experience, highlighting how their products can capture and preserve meaningful memories through apparel and "Mark the Moment."BlueCotton's Apparel Production CapabilitiesMike and Julie describe BlueCotton's comprehensive apparel production capabilities, including their work with major brands, in-house design team, and production facility in Bowling Green, Kentucky, which employs 130 people with extensive experience. Mike highlights their ability to handle both custom designs and self-submitted graphics through their website, while maintaining quality control through having all operations under one roof. Mike and Julie then discuss the power of focusing on the employee experience, noting that their commitment to staff development has significantly reduced turnover and led to increased revenue and growth.Reducing Turnover With Development InitiativesMike and Julie discuss how BlueCotton reduced employee turnover from 108% to 33% over the last two years through programs like personal development classes and a Bitcoin investment initiative. The company offers 1-hour life improvement classes to its workers, covering topics like finances, nutrition, and leadership. In addition, BlueCotton provides Bitcoin rewards to employees who stay for 5 years, as part of their investment strategy that began in 2020.Employee Engagement and Personal DevelopmentMike and Julie discuss how their company's focus on employee engagement and personal development has transformed their culture over the past five years. They highlight initiatives including financial education, investment opportunities, and positive thinking programs, which have helped employees feel more invested in the company's success. They emphasize that this focus on personal growth has not only improved employee morale and performance but has also positively impacted their customer experience.BlueCotton's Community Philanthropy InitiativesJulie discusses BlueCotton's community involvement and philanthropic efforts, highlighting their work with nonprofits and support for responsible, fiscally-minded employees. Julie shares an example of an employee award that encourages charitable giving, and then provides website and contact information for those interested in learning more about BlueCotton's initiatives and how they have focused on the employee experience.Visit https://www.bluecotton.com to learn more and connect with BlueCotton.

Summary   In this episode of the Customer Service Revolution podcast, Denise Thompson interviews Dave Murray, VP of consulting for the DiJulius Group. They discuss the critical connection between employee experience and customer experience, the challenges of accidental management, and the importance of a strong recruiting and onboarding process. Dave shares insights from his book, 'The Employee Experience Revolution,' emphasizing the need for organizations to focus on internal culture to drive external success. The conversation also touches on the evolving expectations of employees, particularly regarding work-life balance, and previews upcoming workshops aimed at improving recruitment and onboarding practices.   Takeaways Employee experience directly impacts customer experience. 82% of managers are accidental managers, lacking training. Transforming internal culture can lead to better customer service. Companies must focus on consistent management practices. Recruiting processes should reflect company culture and values. Onboarding is a critical opportunity for engagement. Work-life balance is increasingly important for employees. Organizations need to proactively manage their culture. Effective training for managers is essential for retention. Creating a memorable experience starts from the first contact. Sound Bites "82% of managers are accidental managers." "Two minutes to 12 seconds is a big difference." "We want to be selective in our hiring." Chapters 00:00Introduction to Customer Experience and Employee Engagement 01:58The Need for Employee Experience Revolution 05:01Transforming Customer Experience through Employee Engagement 09:36Attracting and Retaining Top Talent 13:58The Importance of a Positive Recruiting Experience 17:39Creating Growth Opportunities for Employees 22:26The Importance of Structured Training 24:17Creating a Memorable Recruiting Experience 27:06Attracting Candidates: Company Culture and Reputation 31:04Work-Life Balance and Generational Expectations 34:18Enhancing the Onboarding Process 37:35Applying Recruitment Strategies to Educational Institutions   Links Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

The myths that lead to misguided employee experience initiatives, and how to do employee experience improvements the right way.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

As generative AI becomes deeply embedded across industries, enterprises are moving beyond experimentation toward experience-led transformation at scale. From reimagining customer and employee experiences with agentic AI to enabling trusted, scalable innovation through robust operational frameworks, transformative business outcomes are being delivered through real-world applications of generative AI.  Tune in as experts explore the strategic opportunities and challenges of scaling AI through strong ecosystem collaboration, highlighting how experience-led AI is shaping the future of business and technology.  Featured experts Gina Fratarcangeli, Managing Director, North American GSI Leader, AI Ambassador, Google Todd Scott, SVP, Head of Alliances, Kyndryl US/Digital Transformation, Kyndryl 

Achtung (Werbung in eigener Sache):  Jetzt mein neues Buch (in Co-Produktion mit Prof. Dr. Johanna Bath): "Die perfekte Employee Journey & Experience" vorbestellen (Lieferung im Oktober 2025): Springer: https://link.springer.com/book/9783662714195 Amazon: https://bit.ly/44aajaP Thalia: https://www.thalia.de/shop/home/artikeldetails/A1074960417 Dieses Fachbuch stellt die wichtigsten Elemente der Employee Journey vor – vom Pre-Boarding bis zum Offboarding – und erläutert, wie Verantwortliche in Unternehmen eine gelungene Employee Experience realisieren und nachhaltig verankern können.   Solveig Hauser (Masterstudentin an der Rheinland-Pfälzische Technische Universität Kaiserslautern-Landau (RPTU) im Bereich Betriebspädagogik, Personal- und Organisationsentwicklung) Themen  Im Rahmen ihrer Masterarbeit hat Solveig mich angesprochen und mir ein paar Fragen zu den Themen Candidate und Employee-Journey gestellt. Da ich jungen Menschen in der Aus- und Weiterbildung / im Studium gerne helfe, haben wir direkt eine Podcastfolge (415) daraus gemacht. Vielleicht sind ja ein paar Fragen und meine Antworten darauf auch hilfreich für die Hörer:innen dieses Podcasts. Herzlichen Dank an Solveig für die sehr guten Fragen und ihren Beitrag zu dieser Folge. Viel Spaß beim Reinhören!  Folgende zentrale Fragestellungen von Solveig habe ich beantwortet: Einordnung des Konzeptes Candidate- und Employee Journey in die aktuelle Marktphase? Unterschiede zwischen Candidate- und Employee Journey? Warum sollten Unternehmen mehr Fokus auf das Thema Employee Journey und insbesondere den Teil der Mitarbeitenden-Bindung legen? was gibt es diesbezüglich zu beachten und worauf kommt es an? Tipps für den Aufbau und die Realisierung einer guten Bindungsphase   #Candidatejourney #employeejourney #employeeexperience #recruiting #onboarding #mitarbeiterbindung #arbeitgeberattraktivitaet #employerbranding #Talententwicklung #GainTalentspodcast   Shownotes Links - Solveig Hauser LinkedIn:      https://www.linkedin.com/in/solveig-hauser-114119255/   Links Hans-Heinz Wisotzky: Website: https://www.gaintalents.com/podcast und https://www.gaintalents.com/blog Podcast: https://www.gaintalents.com/podcast Bücher: Neu (jetzt vorbestellen): Die perfekte Employee Journey und Experience https://link.springer.com/book/9783662714195 Erste Buch: Die perfekte Candidate Journey und Experience https://www.gaintalents.com/buch-die-perfekte-candidate-journey-und-experience LinkedIn https://www.linkedin.com/in/hansheinzwisotzky/ LinkedIn https://www.linkedin.com/company/gaintalents XING https://www.xing.com/profile/HansHeinz_Wisotzky/cv Facebook https://www.facebook.com/GainTalents Instagram https://www.instagram.com/gain.talents/ Youtube https://bit.ly/2GnWMFg

Achtung (Werbung in eigener Sache):  Jetzt mein neues Buch (in Co-Produktion mit Prof. Dr. Johanna Bath): "Die perfekte Employee Journey & Experience" vorbestellen (Lieferung im Oktober 2025): Springer: https://link.springer.com/book/9783662714195 Amazon: https://bit.ly/44aajaP Thalia: https://www.thalia.de/shop/home/artikeldetails/A1074960417 Dieses Fachbuch stellt die wichtigsten Elemente der Employee Journey vor – vom Pre-Boarding bis zum Offboarding – und erläutert, wie Verantwortliche in Unternehmen eine gelungene Employee Experience realisieren und nachhaltig verankern können.   Solveig Hauser (Masterstudentin an der Rheinland-Pfälzische Technische Universität Kaiserslautern-Landau (RPTU) im Bereich Betriebspädagogik, Personal- und Organisationsentwicklung) Themen  Im Rahmen ihrer Masterarbeit hat Solveig mich angesprochen und mir ein paar Fragen zu den Themen Candidate und Employee-Journey gestellt. Da ich jungen Menschen in der Aus- und Weiterbildung / im Studium gerne helfe, haben wir direkt eine Podcastfolge (415) daraus gemacht. Vielleicht sind ja ein paar Fragen und meine Antworten darauf auch hilfreich für die Hörer:innen dieses Podcasts. Herzlichen Dank an Solveig für die sehr guten Fragen und ihren Beitrag zu dieser Folge. Viel Spaß beim Reinhören!  Folgende zentrale Fragestellungen von Solveig habe ich beantwortet: Einordnung des Konzeptes Candidate- und Employee Journey in die aktuelle Marktphase? Unterschiede zwischen Candidate- und Employee Journey? Warum sollten Unternehmen mehr Fokus auf das Thema Employee Journey und insbesondere den Teil der Mitarbeitenden-Bindung legen? was gibt es diesbezüglich zu beachten und worauf kommt es an? Tipps für den Aufbau und die Realisierung einer guten Bindungsphase   #Candidatejourney #employeejourney #employeeexperience #recruiting #onboarding #mitarbeiterbindung #arbeitgeberattraktivitaet #employerbranding #Talententwicklung #GainTalentspodcast   Shownotes Links - Solveig Hauser LinkedIn:      https://www.linkedin.com/in/solveig-hauser-114119255/   Links Hans-Heinz Wisotzky: Website: https://www.gaintalents.com/podcast und https://www.gaintalents.com/blog Podcast: https://www.gaintalents.com/podcast Bücher: Neu (jetzt vorbestellen): Die perfekte Employee Journey und Experience https://link.springer.com/book/9783662714195 Erste Buch: Die perfekte Candidate Journey und Experience https://www.gaintalents.com/buch-die-perfekte-candidate-journey-und-experience LinkedIn https://www.linkedin.com/in/hansheinzwisotzky/ LinkedIn https://www.linkedin.com/company/gaintalents XING https://www.xing.com/profile/HansHeinz_Wisotzky/cv Facebook https://www.facebook.com/GainTalents Instagram https://www.instagram.com/gain.talents/ Youtube https://bit.ly/2GnWMFg

In this episode of Remodelers On The Rise, Kyle Hunt is joined by Bryan Williams of Squirrel Solutions to talk all things onboarding. From prepping before day one to setting clear expectations and leveraging self-learning tools, Bryan walks through a simple, practical nine-step onboarding framework remodelers can apply right away. You'll also hear why great onboarding isn't just about forms and checklists—it's about culture, connection, and setting your new hires (and your business) up to thrive. If you're about to hire or want to improve how you bring new team members into your remodeling business, this conversation is packed with actionable ideas and tools. Looking to strengthen your onboarding process? Squirrel Solutions is offering a free Onboarding Starter Guide designed to help remodelers create a smooth, professional, and engaging first-week experience for new team members. Inside, you'll find practical tips and checklists to set clear expectations, build confidence, and set employees up for long-term success. Download your free guide here! ----- Today's episode is sponsored by Builder Funnel! Click here to learn more about how Builder Funnel helps remodelers and home builders grow through strategic digital marketing. ----- Explore the vast array of tools, training courses, a podcast, and a supportive community of over 2,000 remodelers. Visit Remodelersontherise.com today and take your remodeling business to new heights! ----- Takeaways Onboarding is an underappreciated skill in remodeling businesses. Proper onboarding can significantly improve employee retention. Pre-onboarding communication helps ease new hires' anxiety. Budgeting for onboarding is crucial for effective training. Defining core expectations involves the entire team, not just one person. Leveraging self-learning tools can save time and resources. Regularly reviewing job descriptions ensures they remain relevant. Setting clear goals for new hires fosters a productive culture. Collecting feedback on the onboarding process is essential for improvement. A strong conclusion to onboarding can leave a lasting positive impression. ----- Chapters 00:00 Introduction and Guest Introduction 03:30 The Importance of Onboarding 09:44 Pre-Onboarding Strategies 14:43 Budgeting for Onboarding 17:47 Defining Core Expectations 20:11 Leveraging Self-Learning Tools 26:05 Reviewing Job Descriptions 32:36 Setting Goals and Collecting Feedback 37:02 Conclusion and Final Thoughts

Why do customer experience professionals still struggle to get buy-in from leadership—even in small organizations where alignment should be easier? This question from a listener in the UK captures a universal frustration faced by CX champions worldwide.The challenge isn't about company size or industry. Whether in healthcare, education, or corporate settings, the fundamental issue is the same: creating a cultural shift in how organizations perceive customer experience. Many leaders still view CX as reactive customer service rather than proactive strategy. Others, particularly in non-customer-facing roles, fail to see how their work impacts the end customer. The disconnect between CX metrics and departmental KPIs further complicates the picture.Breaking through these barriers requires persistent communication, strategic translation, and genuine patience. Success comes from focusing on one department at a time, finding champions who already believe in CX, and making them heroes. When you connect customer experience directly to each leader's specific goals and priorities, you bridge the gap between abstract concepts and concrete business outcomes. Real customer stories—not just data—create the emotional connection that inspires action and commitment.Cultural transformation is never a light-switch moment; it's a journey that unfolds over years, not weeks. For CX leaders feeling unheard or undervalued, remember to celebrate each small victory and document your progress. Your persistent efforts are creating meaningful change that benefits your organization, your customers, and your employees. The mountain moves one stone at a time—keep going, and eventually, your customer experience parade will grow until the entire organization is marching alongside you.Resources Mentioned:CX Success Statement Workbook -- https://bit.ly/cx-success-workbookExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Company cultures are broken.And ping-pong tables are NOT the answer.But what is?And how much does your brand strategy play a part?Juan Carlos Morales, a recruiting expert, Desiree Goldey, a DIB specialist, and Beatrice come together to a) answer these questions and b) fix the employee experience.Think: Fixing employer branding, reflecting values in hiring and the employee experience, and how to sustain that experience across different regions.This one is for you if the goal is to reduce employee turnover, fix brand culture, and, by association, nurture customers who become your promoters.-Find gaps in your brand health and performance in 5 minutes with ⁠⁠The Brand Health Audit⁠⁠.-Avoid wasting time reaching out to the wrong fit businesses, Dealfront lets you narrow your audience down without needing to pay for every signal. How badass are they? They've given The Art of Positioning listeners 10% off after your trial on this link: ⁠⁠https://leadfeeder.partnerlinks.io/the-art-of-positioning⁠-02:06 Employer Branding: Good vs. Bad03:34 Authenticity in Employer Branding08:14 Avoiding Common Pitfalls in Job Descriptions12:16 Aligning Hiring with Company Culture18:09 Training and Onboarding for Cultural Fit35:36 Workplace Flexibility and Employee Retention38:58 Onboarding for Employee Integration51:54 Maintaining Company Culture Across Borders5 episodes to binge on:⁠The no bullshit strategy⁠⁠ with Alex Smith⁠Brand strategy in action⁠⁠ with Cam VarnerAI, Automation and Strategy with Leland Best and Chris Troka⁠Unmasking strategy with Beatrice and Elijah ⁠What's your position?⁠ with Beatrice and ElijahReach out to guest speakers:Desiree Goldey:LinkedIn | Instagram | Talentless PodcastJuan Carlos Morales:LinkedInFollow Beatrice Gutknecht:⁠⁠LinkedIn⁠⁠ | ⁠⁠YouTube⁠⁠ | ⁠⁠Instagram⁠⁠ | ⁠⁠Website⁠⁠Produced by ⁠⁠Your Podcast Sidekick

Achtung (Werbung in eigener Sache):  Jetzt mein neues Buch (in Co-Produktion mit Prof. Dr. Johanna Bath): "Die perfekte Employee Journey & Experience" vorbestellen (Lieferung im Oktober 2025): Springer: https://link.springer.com/book/9783662714195 Amazon: https://bit.ly/44aajaP Thalia: https://www.thalia.de/shop/home/artikeldetails/A1074960417 Dieses Fachbuch stellt die wichtigsten Elemente der Employee Journey vor – vom Pre-Boarding bis zum Offboarding – und erläutert, wie Verantwortliche in Unternehmen eine gelungene Employee Experience realisieren und nachhaltig verankern können.   Themen Mit meinen Gästen im zweiten Quartal 2025 habe ich zu interessanten Themen gesprochen. Wie immer habe ich die Folgen, die das größte Interesse bei den Hörer:innen generierten, in dieser Key Learningsfolge 415 nochmals für Euch aufbereitet. Inhaltlich ging es um HR-Tech, Jobsharing und Employee Journey sowie Arbeitgeberattraktivität für Auszubildende. Alle meine Key Learnings und wichtigsten Erkenntnisse aus diesen Gesprächen hört ihr in dieser Folge. Viel Spaß beim Reinhören und beim Wissensaufbau!

Achtung (Werbung in eigener Sache):  Jetzt mein neues Buch (in Co-Produktion mit Prof. Dr. Johanna Bath): "Die perfekte Employee Journey & Experience" vorbestellen (Lieferung im Oktober 2025): Springer: https://link.springer.com/book/9783662714195 Amazon: https://bit.ly/44aajaP Thalia: https://www.thalia.de/shop/home/artikeldetails/A1074960417 Dieses Fachbuch stellt die wichtigsten Elemente der Employee Journey vor – vom Pre-Boarding bis zum Offboarding – und erläutert, wie Verantwortliche in Unternehmen eine gelungene Employee Experience realisieren und nachhaltig verankern können.   Themen Mit meinen Gästen im zweiten Quartal 2025 habe ich zu interessanten Themen gesprochen. Wie immer habe ich die Folgen, die das größte Interesse bei den Hörer:innen generierten, in dieser Key Learningsfolge 415 nochmals für Euch aufbereitet. Inhaltlich ging es um HR-Tech, Jobsharing und Employee Journey sowie Arbeitgeberattraktivität für Auszubildende. Alle meine Key Learnings und wichtigsten Erkenntnisse aus diesen Gesprächen hört ihr in dieser Folge. Viel Spaß beim Reinhören und beim Wissensaufbau!

What if working 70-hour weeks wasn't the badge of honor the industry makes it out to be? What if the real mark of leadership was giving your teams the capacity to succeed and the freedom to thrive? In this episode, Chris Pomey, field operations leader at Manhattan Construction shares how building capacity and focusing on the employee experience can transform both people and projects. From digging ditches and plumbing to leading national teams, Chris's career is built on one principle: do the right things, at the right time, the right way. We'll cover: Why the industry's obsession with long hours is broken and how to fix it. The mantra that drives discipline and frees up team capacity. How to avoid the “RFI death spiral” through better planning. Real-world lessons on balancing productivity, safety, and people's lives. Why change isn't hard when teams are hungry for a better experience. If you want to lead projects without burning out your people and actually make construction fun again, this conversation will give you the tools and mindset to get there.

If aliens landed on Earth and observed how we work, they'd probably be baffled. We spend most of our lives doing this thing called “work,” yet so many people feel unfulfilled, undervalued, and stuck in roles that don't inspire them. It's even baked into our language. Look up synonyms for “employee,” “manager,” or “work” and you'll find words like cog, zookeeper, and drudgery. Something's clearly broken. But the good news? It's starting to change. In today's Leadership Spark, I break down the five major trends reshaping how we define work: the rise of new behaviors driven by tech, generational shifts in values, globalization, increased mobility, and disruptive technologies like AI and automation. We also explore why traditional employee engagement just isn't cutting it anymore, despite massive investment, engagement scores remain low. You'll learn why employee experience is the real path forward. If you want to understand where the future of work is headed and what it takes to lead in it, this one's for you.   ________________ Start your day with the world's top leaders by joining thousands of others at Great Leadership on Substack. Just enter your email: ⁠⁠https://greatleadership.substack.com/

Why the current backlash to all things Employee Experience is short-sighted, misguided and bad for business. Just because you can bully employees doesn't mean you should.Find Tamar on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Zach sits down with HR executive Njsane Courtney to talk about his career, leadership, and the landscape of work. Connect with Njsane Courtney https://www.linkedin.com/in/njsanecourtney/ Check out our merch⁠⁠⁠⁠⁠⁠! https://living-corporate-shop.fourthwall.com/ Learn more about ⁠⁠⁠⁠⁠⁠Living Corporate's offerings and services⁠⁠⁠⁠⁠⁠. https://work.living-corporate.com/ ⁠⁠⁠⁠⁠⁠Join our Patreon⁠⁠⁠⁠⁠⁠! https://www.patreon.com/livingcorporate

Send us a Message!In this episode, we explore common yet ineffective employee engagement activities. We recap some points around employee engagement from past episodes, while providing some clarity on why what you might be implementing is not working.Our prescription for this episode is to understand that employee engagement actions are different from the outcome of having engaged employees. What most companies do not realize they are actually looking for improvements to the employee experience.Past Episode Referenced:Season 1 Episode 14: Why Is Employee Engagement So Difficult?Season 1 Episode 24: What Makes Employee Engagement Actually Work?Season 2 Episode 11: Should Companies Be Doing Employee Engagement?Season 2 Episode 22: Is Fun A Dangerous Expectation In Organizational Culture?Season 3 Episode 11: What Is Some Practical Psychology For The Workplace?Season 3 Episode 24: What Do I Need To Know To Be An Effective Leader?To talk more about employee engagement and the employee experience, reach out to us at info@roman3.ca or through our LinkedIn page at https://www.linkedin.com/company/roman3Don't forget to sign up for our New Quarterly Newsletter that launched in the fall of 2024!About Our Hosts!James is an experienced business coach with a specialization in HR management and talent attraction and retention. Coby is a skilled educator and has an extensive background in building workforce and organizational capacity. For a little more on our ideas and concepts, check out our Knowledge Suite or our YouTube Channel, Solutions Explained by Roman 3.

Technology enabled, people-focused Customer Service With Matt Whitmer. In today's episode, we're thrilled to welcome Matt Whitmer into the studio. Matt is the Chief Revenue Officer and SVP of Marketing at Mosaicx, a conversational AI provider. He has over 15 years of experience in senior leadership focused on CX and enterprise client relationships. What we cover in this episode: It's all about meeting customers where they are in their journey. Customers want to trust the brands they work with. Customers want to feel like they are being helped, not "sold." Build conduits within your organization to ensure open communication and to bust silos.  The best customer experience is enabled by tehcnology and AI but diven by people. Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.   Links & Resources:

The Romanticization of Leadership Problem w/Travis SchachtnerEthical Employment AdvocateRaised on a family farm in rural Wisconsin, Dr. Schachtner learned early on that all work has value—and that belief has guided him through a remarkable career. From military service and private industry to elected office, he's worn many hats and seen leadership from every angle.With advanced degrees in Leadership and a Doctorate in Career and Technical Education Leadership, Dr. Schachtner brings a unique blend of academic insight and real-world grit. His leadership philosophy, shaped by Maslow's principles and the Romanticization of Leadership Theory, focuses on meeting the needs of others and building strong relationships.Now teaching Electromechanical Systems at Saint Paul College, Dr. Schachtner lives out his belief that the world needs fewer wannabe leaders—and more people who can actually fix things.Link:https://www.ftsleaders.com/Tags:Employee Engagement,Employee Experience,Ethics,Higher Education,Leadership,Management,Thought Leader,Union,The Romanticization of Leadership Problem w/Travis Schachtner,Phantom Electric Ghost Podcast,Live Video Podcast Interview,PodmatchSupport PEG by checking out our Sponsors:Download and use Newsly for free now from www.newsly.me or from the link in the description, and use promo code “GHOST” and receive a 1-month free premium subscription.The best tool for getting podcast guests:https://podmatch.com/signup/phantomelectricghostSubscribe to our Instagram for exclusive content:https://www.instagram.com/expansive_sound_experiments/Subscribe to our YouTube https://youtube.com/@phantomelectricghost?si=rEyT56WQvDsAoRprRSShttps://anchor.fm/s/3b31908/podcast/rssSubstackhttps://substack.com/@phantomelectricghost?utm_source=edit-profile-page

How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advocate Dan Goodman reveal strategies to foster an empowering workplace culture cultivating loyalty. Gain tactics for respectful terminations preventing detractors. Explore case studies on how leadership and corporate values influence customer experiences directly. Learn to create a win-win environment where engaged employees become brand ambassadors, driving positive referrals and shielding your reputation. Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

What if your office is making people miserable… and you don't even see it? We now live in a world of hybrid work. The spaces we work in, the technology we use, and the culture we experience shape us more than we realize. If you're still only focusing on tasks and performance while ignoring the environments that make or break engagement, you're already falling behind. In today's Leadership Spark, we uncover the three hidden forces driving employee experience: physical space, technology, and corporate culture. You'll hear how these environments impact mental health, motivation, and performance, and what you can do to fix the silent culture killers draining your people. This episode will also show you why corporate culture is really the side effects of working at your company, and why modern leaders must see themselves as the front line of human connection, not just task management.   ________________ Start your day with the world's top leaders by joining thousands of others at Great Leadership on Substack. Just enter your email: ⁠⁠https://greatleadership.substack.com/

#thePOZcast is proudly brought to you by Fountain - the leading enterprise platform for workforce management. Our platform enables companies to support their frontline workers from job application to departure. Fountain elevates the hiring, management, and retention of frontline workers at scale.To learn more, please visit: https://www.fountain.com/?utm_source=shrm-2024&utm_medium=event&utm_campaign=shrm-2024-podcast-adam-posner.Thanks for listening, and please follow us on Insta @NHPTalent and www.youtube.com/thePOZcastFor all episodes, please check out www.thePOZcast.com Takeaways:- Work architecture is essential for understanding how work gets done.- Workforce design and strategy are closely linked.- Employee experience mapping can enhance workforce design.- Onboarding is a critical stage in the employee journey.- Mutual responsibility exists in managing employee expectations.- Technology can complicate employee experiences if not implemented thoughtfully.- Future-ready organizations prioritize employee development and upskilling.- HR must claim a seat at the revenue table to drive business outcomes.- Remote work requires intentional design to foster collaboration.- Contentment is a dynamic goal worth striving for in one's career.SummaryIn this conversation, Adam Posner and Josh Newman delve into the intricacies of workforce design and employee experience. They discuss the importance of understanding work architecture, the critical stages of employee onboarding, and the mutual responsibilities of employers and employees in managing expectations. Josh shares insights from past workforce design projects, highlighting lessons learned from failures and the significance of creating future-ready organizations that prioritize employee development. The discussion also touches on the evolving role of HR in driving revenue, the challenges of remote work, and the impact of parenthood on leadership styles. They conclude with reflections on career advice and the true definition of success. Chapters 00:00 Understanding Workforce Design and Architecture02:59 Employee Experience Mapping: The Six Stages05:56 Mutual Responsibility in Onboarding08:53 Lessons from Workforce Design Failures11:52 Future-Ready Organizations: Human-Centric Approaches14:37 The Role of HR in Revenue Generation17:48 Navigating Remote Work and Mentorship Challenges20:18 The Transformative Power of Parenthood26:44 Navigating Work-Life Balance and Productivity31:55 The Future of Work and Employee Value Proposition34:56 Defining Success Beyond Traditional Metrics     

Kahina Ouerdane, Chief People Officer at Workleap, joined us on The Modern People Leader.We talked about her journey from international human rights law to tech, how software is the new workplace, why AI is forcing a rethinking of learning and org design, and more.---- Sponsor Links:

This episode of Cruising Altitude features a conversation with Matthew Owenby, Chief Strategy Officer and Corporate Services Executive at Aflac. Matthew and host Nicole Alvino discuss Aflac's commitment to fostering a supportive and respectful workplace culture, which translates into authentic and empathetic customer interactions. The discussion covers Aflac's hiring processes, their focus on dignity and respect, and how AI can enhance the employee experience.Quotes“ The employee experience here is built in the foundation and really a philosophy that if you take care of your employees, they're going to take care of the company and take care of the customers.  What we mean by that, in a daily basis, is treating people with dignity and respect. Trying to enter into a relationship with our employees, which we know is foundational to communication and trust and engagement. We want the same type of relationship with our consumers. So we are overtly focused on our employees' experience as well as how they feel about the workplace.”“ We customize our development based upon the roles that you're in. So we have continuing ed, we have leadership development, we have new employee orientation, new leader orientation. And that is all sort of foundationally kept within our annual ethics training, our annual awareness training around engagement activities. And so it really is a system rather than an activity that happens once or twice a year. We have a systematic integrated talent management program that's been operating here continuously for three decades, if not more.”“ We see AI as enhancing an employee's experience, reducing the level of anxiety around a special project, or I need to go do this specialized research on this. Or when a consumer calls, what would it be like if you had all of their claims history, all of the times that they've called, some of the issues they've had as a customer support specialist. If you had all that, how would that change your interaction with that person if you had all of that at hand?”Time Stamps*(02:22): Meet Matthew Owenby*(07:23): Aflac's unique employee experience*(11:24): Aflac's hiring and training policies *(15:44): The crossover of consumer and employee experience*(20:27): The impact of AI on employee and customer experience*(23:59): The biggest employee experience lesson Matthew has learnedLinksConnect with Matthew on LinkedInEmail MatthewThank you to our friendsThis episode is brought to you by Firstup, the world's first intelligent communication platform. More than 40 percent of Fortune 100 companies use our platform to connect with their people, design and deliver personalized communications, and gain engagement insights throughout the employee journey. That's how they give their employees better experiences from hire to retire. Learn more at firstup.io

Zoom, a company synonymous with remote work, is encouraging a return to the physical office - is the tech we rely upon preventing us from reconnecting?‘Connecting with purpose' is central to how we should be reunited with the physical world of work, and we learn how to most seamlessly transition into the office from VP of Employee Experience & Enablement, Ramona Botha!Join us to examine what's shaping the move towards physical work, how technology supports this return, and simultaneously enables a world beyond the office as we know it…In this episode:The evolving nature of workplace technology and hybrid work models, balancing remote and in-office collaborationHuman connection and purposeful interaction in a digital-first work environmentTechnology's role in facilitating workplace connectionsThe future of workplace design, with virtual reality meetings, and technology that supports employee well-beingColt Technology Serviceshttps://www.colt.net/https://www.linkedin.com/company/colt-technology-services/https://www.instagram.com/colttechnologyservices/

When communicating with their employees, most firms have no idea who they're talking to.Good communication is about knowing your audience. But if your organization is only focused on knowing your customers, James Root says you're forgetting a whole other cohort: your employees.Root is a senior partner at Bain & Company, Chair of Bain Futures, and author of The Archetype Effect, in which he reveals a simple but overlooked truth: people want different things from their jobs. Despite this, most companies' approach to employee motivation and reward is one-size-fits-all. “Every aspect of the standard organization model is built around this idea of the average worker,” he says. The problem? No average worker exists. “What people want from work is highly varied,” he says, and while many organizations spend millions to learn what drives their customers, “The mystery is why haven't we applied that same thinking to our workers?"In this episode of Think Fast, Talk Smart, Root and host Matt Abrahams explore how firms can transform organizational success by understanding their internal audience. Whether you're trying to attract new talent or encourage better performance from the team you already have, Root's research shows why it's about knowing your audience — recognizing that different people are motivated by fundamentally different things at work.Episode Reference Links:James RootJames' Book: The Archetype EffectThe Archetype QuizEp.176 From Stereotypes to Synergy: Communicating Across GenerationsEp.104 How to Change: Building Better Habits and Behaviors (And Getting Out of Your Own Way) Connect:Premium Signup >>>> Think Fast Talk Smart PremiumEmail Questions & Feedback >>> hello@fastersmarter.ioEpisode Transcripts >>> Think Fast Talk Smart WebsiteNewsletter Signup + English Language Learning >>> FasterSmarter.ioThink Fast Talk Smart >>> LinkedIn, Instagram, YouTubeMatt Abrahams >>> LinkedInChapters:(00:00) - Introduction (02:21) - The Evolving Nature of Work (05:21) - Leading Multigenerational Teams (08:50) - The Six Archetypes Explained (13:55) - The Archetypes Evolution (19:33) - The Final Three Question (22:51) - Conclusion  ********This Episode is brought to you by Strawberry.me. Get $50 off coaching today at Strawberry.me/smartBecome a Faster Smarter Supporter by joining TFTS Premium.    

How do you unlock the power of employee experience?Why is a people-first mindset so critical in modernizing HR?My guest on this episode is Assil Omar, VP, People Experience, AbbVie.During our conversation Assil and I discuss:Why we should embrace new opportunities as a way to reinvent ourselves and our careers.How AbbVie maintains a unique culture of purpose, performance, and careWhy HR practitioners must become students of both human motivation and organizational transformation to drive real impact.Why it's important to start with the employee experience first when designing systems.Her advice to HR leaders who want to start a people experience teamConnecting with Assil: Connect with Assil Omar on LinkedInEpisode Sponsor: Next-Gen HR Accelerator - Learn more about this best-in-class leadership development program for next-gen HR leadersHR Leader's Blueprint - 18 pages of real-world advice from 100+ HR thought leaders. Simple, actionable, and proven strategies to advance your career.Succession Planning Playbook: In this focused 1-page resource, I cut through the noise to give you the vital elements that define what “great” succession planning looks like.

How can HR leaders move beyond surveys to drive real business outcomes? Scott Leuchter, Global Chief People Officer at Ideal Tridon Group, shares how predictive analytics uncovers key drivers of performance, retention, and productivity. Learn how data-driven assessments, feedback loops, and smart change management can transform employee experience into measurable business impact.

In this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing. We'll explore: The power of a strong Customer Experience Framework Getting your organization on the same page to avoid siloes and duplication Creating a space where employees can do their best work and drive repeatable, engaging customer service Developing a team with a heart for hospitality Deploying your customer experience and hospitality strategy Reinforcing, measuring, and coaching your hospitality and CX strategy for success now and into the future Whether you're a business owner, CX leader, C-Suite Executive, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

The Employee Experience MBA class that I'm teaching this summer is in full swing, with a lot of ground to cover in a short amount of time. One of the things that I emphasize out of the gate is that employee experience is about optimizing the organization for the employee. Or, put simply, treat your employees like human beings, and treat them well. Shocking I know. But there is something about some organizations and business that can be dehumanizing in their own unique ways, as well as in the ways that they can replicate larger social dynamics that exist. Taken together, these elements can be unhelpful when trying to create better experience and more inclusive environments. As a result, the simple idea of treating people as people can at times not be so simple to execute.Thus for the next 6 weeks we'll be going over how we can conceptualize, integrate, and execute employee experience. Not that any of this is going to be mastered in six weeks. Mastery isn't achieved by taking a single course. It is in the doing of work, of applying concepts, of developing experience that we can start to reach the point of mastery. It is through the dedication to the concepts introduced, and the examples presented, that the students can be in the position to make for better employee experiences.One of the things I enjoy about this course is the way in which it is directly connected to applying the concepts that are learned. We might think of academia as a place where there is a lot of conceptualizing, and industry as a place where there is a lot of doing. It would then make sense, at least to me, that there is more partnership that takes place between industry and academia. But we don't often see that. Rather, at least in US society, we see more of a divide between academia and industry which precludes this kind of collaboration. Luckily, today on Experience by Design, we have someone who can talk about improving organizational culture, employee experience, and academia and industry collaborations. Josee Tremblay has a BS degree in Mechanical Engineering, a certificate in Strategic Decision and Risk Management from the Stanford School of Engineering, as well as other educational achievements. She has worked in the energy industry and is now a Principal at Strategic Decisions Group. In addition, she serves on the Schulich Industry Advisory Council for the School of Engineering at the University of Calgary. So she knows something about integrating industry and academia.Also, she has written a book called Us and Yet and Yet.  It is a fascinating examination and discussion of gender in the workplace. Her focus was on genders in nontraditional roles. Think male nurses, female engineers, and the like. In her book, she shares her experiences of transforming organizations through leadership, removing biases, and nurturing a positive multi-gender environment. Her goal is to give people a roadmap to collaboration and working together. We talk about all these elements in our conversation, along with the key message of no matter your background, you are bringing in a contribution which is essential. The role of leadership is to create an environment to bring that out. "Us and Yet and Yet" - https://usandyet.comJosee Tremblay LinkedIn - https://www.linkedin.com/in/josee-tremblay/

In this episode of #WorkTrends, we explore how AI is reshaping the way we engage with both prospective and current employees. As we all work to make sense of AI's growing role in our lives and workplaces, this discussion offers thoughtful insights into reimagining talent acquisition, development, and retention. Buckle up—this one's packed with fresh thinking and real-world perspective.

Annette DiTommaso, Executive Director Annette DiTommaso is the Executive Director of the Blue Line Foundation, where she leads efforts to support first responders, uplift at-risk communities, and drive impactful urban revitalization projects throughout Greater Cincinnati. With over a decade of expertise in corporate social responsibility and nonprofit management, Annette is deeply committed to fostering strategic partnerships, securing sustainable funding, and spearheading initiatives that improve community infrastructure, promote neighborhood safety, and expand affordable housing.Before her role at Blue Line, Annette held key leadership positions at altafiber, including Senior Manager of Employee Experience and Corporate Impact and Employee Engagement Manager. There, she developed comprehensive global CSR programs, established charitable foundations, and significantly boosted employee engagement and corporate philanthropy.Annette began her career as a financial advisor with Merrill Lynch, specializing in ethical investing and strategic charitable giving, before moving into relationship management at United Way of Greater Cincinnati. A proud Indiana University alumna, Annette holds both a Bachelor's and a Master's degree in Public Policy and Nonprofit Management. Recognized as a YWCA Rising Star, she combines strategic vision, data-driven solutions, and passionate leadership to create lasting, positive change in the community. Charlie Williams, President Charlie Williams is a seasoned financial professional and Director of Wealth Management at LS Financial Group, with nearly two decades of experience guiding clients through strategic financial planning, investment management, retirement strategies, and estate planning. At the Blue Line Foundation, Charlie serves as President and leverages his extensive financial expertise to help drive strategic decision-making, fiscal responsibility, and long-term sustainability, supporting the Foundation's critical mission to uplift first responders, enhance community safety, and foster urban revitalization.In addition to his role at LS Financial Group, Charlie previously served as a Financial Consultant at A.G. Edwards & Sons, bringing a wealth of experience in wealth-building and client relations. He also contributed to public service as the Campaign Manager for Debbi Alsfelder for Congress, underscoring his commitment to community and civic engagement.A proud graduate of Miami University, Charlie holds degrees in Diplomacy & Foreign Affairs and Economics. He is recognized as a Five Star Wealth Manager and maintains several financial certifications, including Series 7, 63, and 65 licenses. Charlie is passionate about applying his financial acumen and strategic insight to make a lasting positive impact in his community.

Verizon's customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On this episode of The Modern Customer Podcast, I'm joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer. With more than two decades at Verizon, Brian has led everything from network operations to product and marketing. Today he's leading Project 624, the company's largest customer experience transformation yet. In this episode, we cover: ✔️ Why Verizon focused AI on employee pain points first ✔️ How they analyzed the root causes of churn and sales drop-off ✔️ The strategy behind opening 400+ new retail stores ✔️ Why they created a Customer Champion team to resolve long-tail service issues ✔️ How data, EX, and AI fuel continuous CX transformation This episode is packed with takeaways for CX leaders navigating AI, change management, and complexity at scale. Brian's approach is smart, grounded, and refreshingly tactical.

Today's guest is Ritesh Dalal, Founder and CEO at Intellective. Founded in 2016, Intellective are a global ServiceNow partner organization comprised of specialized, experienced and result-oriented professionals that have one common purpose: build delightful products that wow users. Using certified product offerings and deep expertise in Employee Experience, Service Portal and Custom Apps, they help you improve self service and realize more value from ServiceNow. It's their mission to "Consumerize the Enterprise."Ritesh's expertise in ServiceNow Mobile, Employee Experience and Integrations has enabled organizations to centralize their applications, providing clear visibility and improvement opportunities. His approach to agile development and project management ensures that Intellective delivers customized solutions that drive significant value for their customers. Under his leadership, the Intellective team has successfully developed innovative ServiceNow products that reduce development time and costs.In the episode, Ritesh discusses:0:00 His experience blending design and tech to enhance ServiceNow experience2:13 Transforming ServiceNow UX with unique, productized solutions at Intellective6:39 How Paramount unified global intranet using Intellective's ServiceNow tools9:29 An insight into their remote team blending UX, design and ServiceNow expertise11:56 Evolving from consulting to product, now a bold unified solution14:02 Building exciting impactful, large-scale ServiceNow solutions

Today's interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast and appeared back in 2019. She joins me today to talk about her new book: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, the difference between employee engagement and employee experience, the time that Annette was working at JD Power & Assocs and W. Earl Sasser, Jr. and Leonard Schlesinger (both from Harvard and two of the authors of Putting the Service Profit Chain to Work) came to their office and what leaders should do first if they want to design and deliver a great employee experience. This interview follows on from my recent interview – Without context, an insight is worth nothing – Interview with Jochem van der Veer of TheyDo – and is number 546 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Gabrielle Gambrell joined Hachette Book Group as Senior Vice President, Chief Communications Officer in August of 2024.Gambrell comes to HBG from Amazon, where she served as Head of Communications for Inclusive Experiences and Technology, Employee Experience. Prior she was Chief Marketing & Communications Officer of Barnard College of Columbia University. She managed teams across the globe as Worldwide Director of Communications and Public Relations at FCB Global, an award-winning advertising agency network. Before FCB, Gambrell was Director of Communications for NBCUniversal leading all global diversity communications. As a professor, Gambrell shares her marketing and communications experience with students at Columbia University and New York University. Gambrell has been named to PR Net's “Marcomms' Most Influential List,” celebrating top brand marketers and communicators for their leadership, innovation and achievement in the field; Color Magazine's POWER 40 Under 40, a roster of exceptional young professionals of color who are reshaping industries, igniting change, and inspiring a new era of leadership; Advertising Week's AWNewYork Future is Female Shortlist, presented by Warner Bros. Discovery; PRNEWS' list of Top Women in PR; and PRWeek's Hall of Femme.She is originally from Los Angeles, California, and currently resides in Westchester County, New York, with her husband, son and daughter.

Today, I am talking with Kelsey Kelly who is Manager of Learning and Employee Experience at Point B, a small professional services firm. In this conversation Kelsey and I dive into the real-world challenges and opportunities of building impactful learning cultures—especially within professional services firms that demand both continuous client value and employee growth. With experience spanning HR, military service, banking, and consulting, Kelsey shares lessons from her journey and how she's driving holistic learning, employee experience, and leadership development with a lean team and limited resources.Subscribe to our weekly updates and monthly talent development newsletter here. Order Own Your Career Own Your Life on AmazonApply to Join us in the Talent Development Think Tank Community!This episode is sponsored by LearnIt, which is offering a FREE trial of their TeamPass membership for you and up to 20 team members of your team. Check it out here.Also iSpring Suite, an eLearning authoring tool that offers thousands of assets, quizes, and role play simulations. They are offering our listeners a free trial here. Connect with Andy here: Website | LinkedInConnect with Kelsey Kelly here: LinkedInIn this episode, Kelsey shares:Her winding path from accounting to HR to becoming an L&D champion—with key moments that revealed the "fun side of HR" and her passion for helping people grow.Why learning in professional services is both rewarding and tricky, with experts who love billable work—and how to position learning as both a personal and business imperative.How she scaled L&D at Point B with a drastically reduced team—leveraging partnerships (like Learnit), learning ecosystems, and creative problem-solving to provide meaningful development at scale.Strategies for shaping employee experience: building manager communities, creating branded programs (like the Empower Manager Exchange), and amplifying leadership through hubs and local adaptation.The pivotal role of onboarding, integrating with talent acquisition, and working cross-functionally to deliver welcoming, effective experiences for every new hire—no matter where they are.Practical leadership development tactics: focusing on relevance, adaptability, and community; supporting both current and next-generation leaders; and embracing constant change—even if it means pivoting or retiring programs.On measuring impact: Why authentic conversations, continuous feedback, and genuine connection with employees matter as much as hard metrics—and how being “human-centered” means...

#thePOZcast is proudly brought to you by Fountain - the leading enterprise platform for workforce management. Our platform enables companies to support their frontline workers from job application to departure. Fountain elevates the hiring, management, and retention of frontline workers at scale.To learn more, please visit: https://www.fountain.com/?utm_source=shrm-2024&utm_medium=event&utm_campaign=shrm-2024-podcast-adam-posner.Thanks for listening, and please follow us on Insta @NHPTalent and www.youtube.com/thePOZcast For all episodes, please check out www.thePOZcast.com SummaryIn this conversation, Randy Shacka shares his remarkable journey from a marketing intern to Two Men and a Truck president. He discusses the foundational values instilled by his parents, the importance of internships in shaping his career, and the challenges of building a brand from the ground up. Randy emphasizes the significance of leadership, resilience, and establishing a clear vision for the future, all while maintaining a people-first approach in business. In this conversation, Randy discusses his journey as a leader at Two Men and a Truck, sharing insights on navigating leadership challenges, enhancing customer experience, and the importance of hiring for cultural fit. He emphasizes the need for agility in meeting customer demands and the significance of data-driven decision-making in franchise management. Randy also reflects on the brand's expansion with Two Men and a Junk Truck, addressing the challenges and opportunities of growth. He concludes by sharing his personal definition of success, which revolves around paying it forward and helping others grow.Takeaways- Randy's journey from intern to president showcases the power of hard work and perseverance.- Values instilled by parents play a crucial role in shaping leadership styles.- Internships provide critical exposure to both what one enjoys and what one does not.- Building a brand requires grassroots efforts and a strong community presence.- Leadership involves understanding and addressing the needs of team members and franchisees.- Establishing a clear vision is essential for guiding a growing organization.- Navigating challenges requires resilience and a focus on core values.- The importance of listening and seeking to understand in leadership roles.- Creating a culture of care and compassion can drive organizational success.- Continuous improvement and innovation are key to staying relevant in business. - Listening to customers is crucial for success.- Agility in meeting customer needs is essential.- Hiring for cultural fit is more important than skills alone.- Interviewing should focus on values and team dynamics.- The hiring process must be intentional and communicative.- Data-driven decisions enhance operational efficiency.- Franchise consistency is vital for brand reputation.- Expanding the brand requires careful consideration and strategy.- Success is defined by the ability to help others grow. Chapters00:00 Introduction to Randy Shaka's Journey02:49 Foundations of Values and Work Ethic05:49 The Internship Experience and Career Beginnings09:02 Building a Brand from the Ground Up11:57 Leadership and Navigating Challenges15:06 Establishing a Vision for the Future24:02 Navigating Leadership Challenges26:02 Enhancing Customer Experience26:59 Hiring Philosophy and Culture Fit29:56 Interviewing for Values and Team Dynamics32:00 Innovations in Hiring Process33:49 Data-Driven Decision Making35:55 Franchise Consistency and Accountability39:02 Expanding the Brand: Two Men and a Junk Truck41:51 Leadership Concerns and Future Outlook43:55 Defining Personal Success   

Hey CX Nation,In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV.We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space. Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW to talk shop & share their latest & greatest features, gadgets & services.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson (Microsoft), Michael Kinsella & Tomas Piacek (Klearcom), Ashu Dubey (Alhena AI) Janet Vito & Emily Cash (Cyara). Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to our favorite new little buddy, AI. **Episode #261 Highlight Reel:**1. CXC IRL Interviews from CCW Las Vegas 20252. Learnings from 250+ leading solution providers in customer contact3. Things that are top of mind for CX/CS/Support executives4. Improving your customer experience & building alongside AI for the future5. Examples of world-leading AI companies/solutions to keep your eyes onClick here to watch CXCP #261 On CXC YoutubeClick here to learn about Customer Contact WeekHuge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Apple & Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members to expand our customer focused community.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + check-out the CXC Healthzone to learn more about our CX/CS/RevOps focused on-demand services.Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!