Podcasts about employee experience

Summary   In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically successful brands like Starbucks and Southwest Airlines, which have recently struggled. They emphasize the need for businesses to understand their customers' perspectives and the value of mystery shopping to gain insights. The episode concludes with a discussion on the pursuit of greatness in business and the commitment required to achieve it.   Takeways Bankruptcy often affects companies with poor customer service. The experience gap leads to customer dissatisfaction. Customers are revolting against companies that fail to deliver value. Amazon excels in convenience and customer experience. Great customer experience is not guaranteed; companies must stay vigilant. Mystery shopping can provide valuable insights into customer experience. Understanding the customer's viewpoint is crucial for businesses. Pursuing greatness requires commitment and effort. Most people are not willing to do what it takes to be great. Greatness is a choice, not a given. Chapters 00:00Bankruptcy and Customer Service Failures 03:00The Experience Gap and Customer Revolt 06:01The Importance of Customer Experience 09:01Internal and External Customer Experience 11:57Mystery Shopping and Customer Insights 14:47Pursuit of Greatness in Business 18:14Choosing Greatness and Its Challenges Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors   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.

In today's fast-moving business environment, leaders are facing a communication crisis—too many acronyms, too much noise, and too little clarity. In this episode, Chris Thornton sits down with Ben Feller, former White House correspondent and partner at maslansky + partners, to talk about the power of language in driving change. Ben shares lessons from his time covering two U.S. presidents, coaching executives, and even parenting—revealing why it's not what you say, but what they hear that truly matters. He breaks down how companies can avoid communication pitfalls, engage employees in times of uncertainty, and navigate hot-button topics like DEI and ESG without losing their audience. Plus, hear why so many leaders make the mistake of assuming people understand their message—and what to do instead. Whether you're leading a business, managing a team, or just trying to get people on board with a new idea, this conversation will help you rethink the way you communicate.

Summary   In this conversation, Dr. David Horsager, a leading authority on trust, discusses the critical role of trust in leadership and business. He emphasizes that trust is not just a soft skill but a fundamental component that affects the bottom line. The discussion covers the historical context of trust, the shift towards personal trust in the digital age, and practical tools for measuring and building trust within organizations. Dr. Horsager introduces the eight pillars of trust and highlights the importance of clarity and humility in fostering trust. The conversation concludes with actionable insights for leaders to enhance trust in their teams and organizations. takeaways Trust is a timeless and essential element in business. A lack of trust can be a significant expense for organizations. Trust has shifted from institutional to personal in nature. Measuring trust is crucial for understanding organizational gaps. Clarity is the foundation for building trust. The eight pillars of trust include clarity, compassion, character, commitment, competence, connection, contribution, and consistency. Effective communication is key to establishing trust. Humility plays a vital role in being perceived as trustworthy. Leaders should promise less and focus on delivering what they commit to. Building trust requires actionable tools and frameworks. Chapters 00:00Introduction to Trust and Leadership 02:03The Importance of Trust in Business 05:58Historical Context of Trust 10:06The Shift to Personal Trust 12:01Measuring Trust in Organizations 14:03Building Trust: The Eight Pillars 18:03Clarity as a Foundation for Trust 21:46Practical Tools for Trust Building 25:54The Role of Humility in Trust 30:11Conclusion and Key Takeaways

Customer experience initiatives aren't delivering the results you expected? The answer might lie in a critical but often overlooked disconnect: the gap between your customer experience mission and your employee experience reality.In this thought-provoking episode, Jeannie Walters tackles a question about aligning a company's CX mission statement with the actual employee experience. When organizations promise customers convenience, empathy, or frictionless interactions while their employees struggle with clunky systems, bureaucratic processes, or micromanagement, the disconnect creates more than just employee dissatisfaction – it undermines the entire customer experience strategy before it reaches a single customer.The episode reveals how employee and customer experience together uncovers powerful insights about your organization. By analyzing the connections between employee engagement and customer satisfaction, you can identify patterns that highlight best practices to replicate or problem areas to address. Remember: your CX mission statement exists to help everyone understand their role in providing meaningful experiences – not just to external customers but to internal ones too. When employees feel the values you claim to uphold, they become your most powerful advocates for delivering those same values to customers. Ready to create true alignment between what you say and what you do? Listen now and transform your approach to experience.Resources Mentioned:Experience Investigators Website -- 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/)

We are rapidly approaching the end of semester, which can only mean one thing: freedom. The end of the semester is always a weird time. It kind of reminds me of the end of a relationship where both parties have just had enough and know that it is time to move on. Let us conclude the business at hand and get on with our lives. Sure we can stay friends, and perhaps even hold out the potential of getting back together at some point in the future in another class. But right now, its best if we go our separate ways. For those students that are graduating, it means something else entirely: time to put all that book learning to work and try to get a job. Of course calling it book learning makes me show my age, because who reads books anymore! But the point still stands: graduates are on the hunt for a job that will provide the opportunity to start adulting on a larger scale. To get a job, one of the things that they need to be able to do is stand out from the pack of others who are also trying to get jobs. Here in lies one of the unique ironies that we have in at least American culture. The belief that we are individuals who are unique and can stand out, coupled with a strong anxiety and aversion to being different from other people. For as much as we like to think of ourselves as unique and distinctive, we really have a strong streak of conformity. This makes us no different from other societies in which standing out can be stigmatizing and sanctioned. Being the first in a parade feels a lot safer than standing out.But standing out is important in terms of showing others who we truly are, and living in a way that feels authentic. My guest today on Experience by Design knows all about the challenge and importance of standing out. Judy Winslow of Unforgettable Brands is a self-described Brandologist who has spent her life standing out and being around creatives who do the same. Judy moved to Sarasota, Florida because it was a place for unique personalities and creative artists could come together and celebrate standing out. As a person trained in graphic design, she knew the importance of self-expression in her work. Now, she works with leaders to create cultures in which people can celebrate their unique characteristics, have freedom to express it, and transform vision into reality. We talk about giving permission to be audaciously authentic. She describes how our brand is in action all the time, and that as humans we are here to stand out. She talks about how she was influenced by Marty Selligman, the godfather of positive psychology, focusing on what works well and how to build on those successes. She also reinforces the point that before you have customers, you have employees, and that personal and professional development is not just about improving ourselves, but helping to improve others as well by being able to better show up for them. Judy Winslow https://unforgettablebrands.com/LinkedIn: https://www.linkedin.com/in/judywins/

Summary   In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on employee experience and customer experience as key components of business strategy during challenging times.   Takeaways Staff are nervous during economic downturns; leaders must provide certainty. Over-communication is essential to alleviate employee fears. Revisit core values and mission to guide the team. Create a clear, definable goal line for the team. Focus on employee experience to retain talent. Team camaraderie is crucial during tough times. Small team-building activities can boost morale. Avoid doom-scrolling; focus on positive news. Marketing budgets can be reduced if experiences are prioritized. Prepare now for future challenges to recession-proof the business. Chapters 00:00Navigating Staff Uncertainty During Economic Downturns 04:06The Importance of Transparency and Communication 07:01Fostering Team Camaraderie and Morale 09:57Creating a Positive Work Environment Amidst Challenges   Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors   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.

How do you build strong teams while navigating rapid growth and the rise of AI?In this episode of Success Leaves Clues, Robin and Al sit down with Nora Beatty, VP of People Operations at Cohere, one of Canada's leading AI companies. Nora shares her inspiring career journey—from her early passion for PeopleOps (inspired by her mom) to leadership roles at Oracle, FreshBooks, and now at the forefront of innovation in AI.The conversation explores how AI is reshaping the workforce, the role of PeopleOps in a high-growth startup, and how companies can better support employees in balancing career and family life. Nora also highlights the importance of addressing generational dynamics and being intentional during times of transformation.Key takeaways:✨ AI as an Enabler – AI isn't here to replace employees; it's here to enhance creativity and capability.✨ Growth with Purpose – Rapid expansion requires strategic trade-offs and strong people leadership.✨ Supporting the Whole Employee – Balancing family, career, and mental well-being is a must for long-term success.✨ Generational Awareness – Understanding workplace dynamics across age groups improves collaboration and leadership.✨ Timing is Everything – Bringing in PeopleOps at the right moment can shape a company's future.This episode is a must-listen for leaders, founders, and PeopleOps professionals navigating the evolving intersection of tech, people, and purpose.

How can technology transform the lives of frontline workers? In this episode of Cloud and Clear, Nikki Harley, VP of Partner Ecosystem and Marketplace at SADA, interviews Catherine Roy, COO of WorkJam, to explore the answer. Discover how WorkJam's digital platform simplifies communication, task management, and shift scheduling for deskless employees. Catherine discusses using AI with Gemini, their partnership with SADA, and building on Google Cloud. Learn about features like Task Connect and AI-powered chatbots that drive efficiency and improve the employee experience. Join us for more content by liking, sharing, and subscribing!

Você contrataria a sua própria marca?Neste episódio do Branding em Tudo Podcast, eu recebo o Rodrigo Muchaqui, especialista em Employee Experience na Hotmart, pra um papo que pouca gente tem coragem de aprofundar: o que realmente faz uma marca ser empregadora?A gente fala sobre reputação, cultura, experiência do colaborador e o papel estratégico do employer branding — que vai muito além de um feed bonitinho no LinkedIn.Com a vivência do Rodrigo em uma das empresas mais desejadas do Brasil, esse episódio é um convite pra repensar o quanto sua marca é coerente entre o que promete fora e o que entrega dentro.Se você trabalha com marca, RH, liderança ou sonha em tornar seu negócio um lugar onde as pessoas queiram estar, este episódio é para você. Aproveita e compartilha com pelo menos 3 amigos da área.#EmployeeExperience #Hotmart #EmployeeBranding-----------------------------------------• Vamos trabalhar juntos com a Galileo Branding? Peça um orçamento: https://galileunogueira.com/consultoria• Não deixe de me seguir nas redes sociais:Instagram: https://www.instagram.com/galileunogueira/LinkedIn: https://www.linkedin.com/in/galileunogueira/TikTok: https://www.tiktok.com/@galileu_nogueira• Convidado: Rodrigo MuchaquiLinkedin: https://www.linkedin.com/in/rodrigomuchaqui/• Apresentação: Galileu Nogueira• Edição: Felipe Mux - @muxproducoes• Identidade sonora: Soundthinkers Co. https://soundthinkers.co/• Design: Guilherme Mangialardo e Maria Cardeal• Redes Sociais: Beatriz Aguiar

In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect customer experience often face dire consequences. John emphasizes the need for a Return on Experience (ROX) dashboard to track customer satisfaction and complaints. They also explore common mistakes CEOs make, such as failing to prioritize customer and employee experience training. The conversation highlights the significance of hiring for service aptitude and creating a customer-centric culture through effective training and onboarding. John stresses the importance of executive sponsorship in driving customer experience initiatives and shares insights on how to implement change within organizations. takeaways Customer service is crucial, especially in a weak economy. Sales figures can be misleading indicators of customer satisfaction. Creating a ROX dashboard can help track customer experience metrics. CEOs often neglect the importance of customer experience training. Service aptitude is essential for employees in customer-facing roles. Training should focus on empathy and understanding customer needs. Executive sponsorship is vital for successful customer experience initiatives. Hiring for service aptitude can improve customer interactions. Implementing a customer experience action statement is a key step in enhancing service.   00:00 Celebrating 200 Episodes 02:15 Customer Service in a Weak Economy 08:08 Indicators of Failing Customer Service 15:29 Training for Service Aptitude 22:29 Hiring for Customer Experience 29:15 Creating a Customer Experience Action Statement Links: ROX Dashboard Blog Return on Experience Dashboard Download Relationship Disadvantaged Blog Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors  

Check out my new website samsterncx.com where you fill find the link to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her! Connect with our guest, Nora Osman, 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.

Episode Notes and Resources On this episode of the Ad Victoriam Salesforce Simplified podcast, we're delighted to have as a guest Megan Burns, a Customer & Employee Experience expert, who helps good people deliver great experiences. She stopped by the podcast to talk specifically about AI and how it is being incorporated into B2B customer experiences. Megan Burns' Website
: https://www.megan-burns.com Megan Burns on LinkedIn: https://www.linkedin.com/in/meganburns/

Customer experience leadership is not just about gathering insights—it's about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard, Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation.Speaking from the bustling Medallia Experience 2025 event in Las Vegas, Fard dismantles the common misconception that actionable Voice of Customer data alone drives change. The real challenge? Getting cross-functional leaders to not just review customer feedback but commit to acting on it.What makes this conversation particularly valuable is Fard's practical approach to change management. Following ADKAR principles (Awareness, Desire, Knowledge, Ability, Reinforcement), he demonstrates how CX professionals must transform themselves into skilled salespeople for their initiatives. "You need to be a good salesperson too," Fard advises, "because you're selling an idea, you're selling an approach." This means understanding stakeholder objectives, speaking their language, and showing how CX directly supports their goals—not overwhelming them with metrics and industry jargon.The most compelling takeaway? Start small, demonstrate value, and scale gradually. By securing incremental commitments rather than demanding wholesale change, CX leaders can build the credibility needed to expand their influence. This approach earned Capital One the Global CXPA Impact Award, recognizing their success in driving tangible business outcomes through customer experience initiatives. Ready to transform how you approach CX leadership?Follow Sasha Fard on LinkedIn: https://www.linkedin.com/in/sashafard/Resources Mentioned:Medallia Experience -- https://www.medallia.com/experience/Experience Investigators -- 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/)

In this episode of Nine to Thrive HR, host Cindi Koetzle is joined by Seth Turner, Founder and Senior Advisor at AbsenceSoft, to explore the growing complexities of leave and accommodation in the workplace. They break down the biggest insights from our 2025 State of Leave and Accommodations Report, based on a survey of 2,400 employees and HR managers. Leave requests are rising, increased demand for mental health support is a growing factor, and compliance remains a challenge—so what does this mean for HR? We'll share findings leading to why leave and accommodations requests are increasing, how employers can balance compliance with employee support, and the biggest FMLA mistakes to avoid. Plus, we'll explore the importance of manager training and how technology can streamline processes while preserving a positive employee experience.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #258 we were live at Cyara XChange 2025 based in The W Hotel in downtown Austin, TX. XChange is an industry event focused solely on customer experience assurance, where industry leaders come together with peers and industry experts, as well as Cyara leaders and product teams, to network, collaborate, and gain new strategies to help achieve their CX/CS objectives and elevate key contact center performance metrics for the future.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson & Aravinda Damarla (Microsoft), Erica McMannes (Instant Teams), Deon Nicholas (Forethought AI), Rishi Rana (Cyara), Abhijit Banerjee (Canada Life) & Mitch Risner (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 AI. In this episode, Adrian chats with the XChange 2025 guests about how they are equipping their customers & teammates with the power of AI + building flexible new solutions to scale their business into the future.   **Episode #258 Highlight Reel:**1. Cyara XChange live interviews from customer focused business leaders 2. Information exchange of ideas for CX & EX opportunities  3. Conversational AI game changing solutions 4. Improving your customer experience & building for the future 5. Examples of world-leading AI companies/solutions to keep your eyes on Click here to learn about CyaraClick here to learn about XChange 2025 EventHuge 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 Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!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!!

Send us a Message!In this episode, we explore some common barriers and situations that business leaders and HR professionals need to overcome to effectively prioritize putting a strong budget behind addressing workplace culture challenges.Our prescription for this episode is to rethink how we already spend and invest in our businesses. It is likely through eliminating waste that we can find the budget to make effective investments.Past Episode Referenced:S2 E4: What Is The Cost Of Doing Nothing About Your Workplace Culture?Statistics referenced:The result of 22 case studies show a typical cost of turnover of 20% of salary. - Center for American Progress. There Are Significant Business Costs to Replacing Employees Report (2012)An uncivil workplace (where microaggressions and rude/passive aggressive behavior are common) can reduce employee performance to a cost of $14,000 annually, or about 26% of the average annual salary. - Pearson, C., & Porath, C. The Cost of Bad Behavior: How Incivility Is Damaging Your Business and What to Do About It (2009)Research by Grammarly and The Harris Poll found poor workplace communication is a pervasive problem burdening businesses and employees alike costing businesses approximately $12,506 per employee every year or 21% of that average employee's annual salary. - Grammarly and The Harris Poll. State of Business Communication report (2023)The need for additional wages to make up for a poor reputation as a bad employer, businesses need to spend about $4,723, or at least 10% more, per hire to convince a candidate to take a job at such a company. - Harvard Business Review, A Bad Reputation Costs a Company at Least 10% More Per Hire (2016) You can reach out to us to talk more about diagnostic tools and resources, just 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 this fall!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.

Send us a MessageIn this solo episode of Culture Change RX, Sue Tetzlaff discusses the critical role of behaviors in workplace culture, particularly within healthcare organizations. She shares insights from her experiences facilitating discussions on creating a 'utopia' in healthcare, emphasizing that behavior change is essential yet challenging. The episode outlines the importance of establishing clear behavior standards and offers practical strategies for maintaining these standards within organizations, including commitment events, campaigns, giving and receiving feedback, and hiring practices.Behaviors are crucial for transforming organizations.Creating a utopia in healthcare requires clear behavior standards.Behavior change is the hardest aspect of organizational change.Establishing behavior standards is best done by an empowered team of employees.Behavior standards should be written positively, focusing on what to do.Align behavior standards with the organization's mission, mission, values and top strategic priorities (such as the Patient Experience).Commitment events can mark a new beginning for behavior standards.A feedback culture is essential for maintaining behavior standards.Visual, verbal or virtual “campaigns” help to keep behavior standards top-of-mind.Hiring for behavior can enhance the future of the organization's culture.Need help improving the culture, performance, and results of your healthcare organization? If so, let's talk:  https://www.capstoneleadership.net/contact-usAre we connected yet on LinkedIn? https://www.linkedin.com/in/suetetzlaff/13th Annual Healthcare Executive Forum - June 18 (afternoon) and June 19 (morning)High Reliability, Just Culture & Psychological Safety Made Simple focuses on breaking down these critical concepts into practical, actionable strategies tailored for senior leaders in small and rural healthcare settings.

Hey humans! On this part one of a two part series, I had the pleasure of hosting a fantastic round table discussion with three amazing HR professionals - Jennifer Wright, Karen Brieger, and Kelly Oliver - where we dive into the world of data literacy in human resources. Each of my guests shared their unique HR journeys and how embracing data has been a game-changer in their careers.  We had a really honest conversation about how data literacy helps transform HR from being seen as just the "squishy people stuff" department to becoming a strategic business partner that directly impacts organizational success. You'll love hearing their personal stories - from Karen's boardroom moment that became her wake-up call, to Jennifer's transition from retail buying to HR leadership, and Kelly's perspective coming from sales operations into the people space, we explored how HR data directly connects to business outcomes when we know how to collect it, make sense of it, and present it effectively. We all shared some great real-world examples, and also talked about the importance of spreading data literacy beyond our HR teams to middle managers throughout our organizations, and the tech tools (like HR Bench) that have helped us all move from manual spreadsheets to more sophisticated analytics. Enjoy this part one and stay tuned next Tuesday for the follow up! Enjoy, Stacie More episodes at StacieBaird.com. LinkedIn Pages for each of my guests: Jennifer Wright Karen Brieger Kelly Oliver

Millette Granville (she/her), Founder of SpeakMG Consulting, joins me to recap the latest 5 Things (good vibes in DEI) in just 15 minutes. This week, we're talking about land back in action, breaking barriers at the top, sisterhood over scrambled eggs, Delta's secret DEI ingredient, and what it really means to be “driving while understood.Here are this week's good vibes:Giving the Land BackShattering Stereotypes, Steering a NationScrambled Eggs & SisterhoodDelta's Secret SauceDriving While UnderstoodGood Vibes to Go: The Trans Rights Readathon happened recently: “We are calling on the reader community to read and uplift books written by and/or featuring trans, nonbinary, 2Spirit, and gender-nonconforming authors and characters.” Sign up to check out the resources here. Millette's GVTG: All of us have the power to impact change. Find YOUR place, within your power, to help make a change. “Be the change you wish to see in the world.” -Mahatma Gandhi Connect with Millette Granville.Read the Stories.Subscribe to the 5 Things newsletter.Watch the show on YouTube. Join thousands of readers by subscribing to the 5 Things newsletter. Enjoy some good vibes in DEI every Saturday morning. https://5thingsdei.com/

It's time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology.Fresh from their encounters at Qualtrics' X4 conference, Enrique and Jeannie explore how our experiences as consumers now directly shape our expectations as employees. They examine Apple's $500 billion US investment through this lens, discussing not just the business implications but what it means for talent development and organizational design. The conversation turns to Ford's data-driven approach to employee experience, revealing how established companies with strong legacies can use analytics to understand workforce needs around career development and digital readiness. Perhaps most provocatively, they challenge prevailing wisdom about remote work.Discover how connecting the dots between customer and employee experience can create competitive advantage where expectations are constantly evolving.About Enrique Rubio:Enrique is an HR, Tech and Future of Work expert, keynote speaker and founder of global communities. Enrique is currently an advisor to the community he built, Hacking HR, a global learning community operating at the intersection of future of work, technology, business and organizations, with thousands of members of all over the world; and the Head of Global Community at Transform, building a global community of local chapters covering every major city and region in the world. Enrique is one of the top 100 HR global influencers. He was the founder and CEO at Management Consultants, a firmed specialized in Human Resources in Venezuela. Before Management Consultants, Enrique worked in the telecommunications sector as a Senior Project Engineer for Telefonica and several other companies in the early to mid-2000s. Enrique is a guest author in several blogs about innovation, management and human resources. Most recently Enrique worked as an advisor to the Chief Human Resources Officer at the Inter-American Development Bank. Enrique frequently speaks about topics ranging from DEIB, future of work, HR strategy, employee experience, technology, among others. Additionally, Enrique designs hundreds of learning programs for the HR community in the form of events and short-term programs. Enrique is a Fulbright Scholar, and Electronic Engineer with an Executive Master's in Public Administration from Maxwell School at Syracuse University.Follow Enrique on...LinkedIn: https://www.linkedin.com/in/rubioenrique/ Articles Mentioned:Apple's $500 billion U.S. investment: What HR leaders need to know (HR Executive)Ford's data-driven approach to Employee Experience (Diginomica)Resources Mentioned:Experience Investigators -- 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/)

In this insightful episode of the Kaya Cast Podcast, we welcome Michael Ziegler, an esteemed CPA, President of Cannabiz Advisor and owner-operator of the highly successful Indigo Dispensary in New Jersey.   As both an accountant and a dispensary owner, Michael brings a unique and invaluable perspective to navigating the financial and operational challenges within the cannabis industry. Tune in as Michael shares his journey from opening his dispensary to optimizing its day-to-day operations. He dives deep into essential strategies for budgeting, particularly during the crucial build-up phase and the initial months post-launch. Learn why meticulous planning and conservative inventory management can make or break your cannabis business. Michael discusses the dangers of overstaffing and overordering, offering practical tips to enhance operational efficiency without compromising customer satisfaction. Michael also touches on the importance of understanding sales forecasting, especially when historical data is lacking, and how to adjust your strategies based on real-time business dynamics. He reveals how building a loyal team and fostering a customer-oriented culture contributed to his dispensary being named one of the best dispensaries to work by Cannabis Business Times. Whether you're a new entrepreneur in the cannabis market or looking to refine the operations of an existing dispensary, this episode is packed with actionable insights. From managing cash flow and inventory to enhancing customer loyalty and staff engagement, learn from Michael's experience and expertise to steer your business towards success. Don't miss this episode full of hands-on advice and industry wisdom that could help you streamline your operations, optimize staffing, and create an unrivaled customer experience in the competitive cannabis marketplace. Michael doesn't just talk the talk—he's lived it. As the President of Cannabiz Advisor, a cannabis-focused accounting and advisory firm, Michael leads a team that supports cannabis entrepreneurs across the U.S. with compliance, financial management, CFO services, and tax planning. Whether you're in your startup phase or scaling for multi-state growth, Michael's advice is grounded in real-world results. 

The final part of Dr. Beckett's conversation with Angela from COMC's marketing team. They discuss COMC's strategies for national shows, including daily specials, robust Wi-Fi setups, shipping logistics, and the meticulous care taken with high-value cards. The episode also covers how COMC handles card submissions, the importance of data, and projections for the upcoming Chicago National. Angela also shares behind-the-scenes insights on the team's work dynamics, their crucial FedEx partnership, and the honor of being part of COMC's national team.   00:48 Show Activities 01:30 WiFi and Technology at the National 02:43 Shipping Logistics and FedEx Partnership 04:09 Card Valuation and Submission Process 10:47 Employee Experience at the National    

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys. DiJulius also highlights the significance of investing in employee development, creating a culture of accountability, and understanding the dynamics of employee turnover. The conversation touches on innovative training approaches and the impact of generational differences in the workplace, ultimately advocating for a holistic view of employee experience. takeaways Outspoken employees can provide valuable feedback. Complaining customers act as free consultants. Employee engagement surveys must be acted upon. A strong company culture reduces turnover. Investing in employees leads to better performance. Caring for employees enhances retention. The Disney boss concept highlights superficial engagement. Emotional intelligence is crucial in leadership. New employees often feel lost and unsupported. Understanding turnover helps improve hiring practices.

Saket Srivastava is the Chief Information Officer at work management platform Asana. Saket oversees Asana's IT organization, including optimizing technology systems and processes, connecting technology strategy to overarching business strategy, and ensuring that technology infrastructure supports organizational goals. Previously, Saket held executive positions at Square, Guidewire Software, and other leading technology companies. Saket holds a Master of Computer Applications (MCA) from the Institute of Management Technology, Ghaziabad, and an MBA from UC Berkeley's Haas School of Business.Timestamps:*(01:30) -  Asana's Impact and Internal Operation*(08:15) -  AI and Employee Experience*(13:25) -  Collaboration and Cross-Departmental Partnership*(19:05) -  Future Trends and SkillsGuest Highlights:“When you add business understanding with technology understanding, that makes a deadly combination where you can serve and help move the needle for your business.”“The reality is we get sold all the time, every day. When you show up as a practitioner, as a peer, and you're ready to talk about the good, the bad, the ugly, there's a lot of power.”“ Good news is bad news being delivered early. It's so important to be able to create a healthy environment where you can talk about those risks.”Get Connected:Saket Srivastava on LinkedInIan Faison on LinkedInResources:Learn more about Asana: http://asana.com/Hungry for more tech talk? Check out these past episodes:Ep 57 - The CIO Roadmap to Executive LeadershipEp 56 - Best Proactive Cybersecurity Strategies for CIOsEp 55 - Engineering Leadership for Scale, Agility, and MomentumLearn more about Caspian Studios: caspianstudios.comCan't get enough AI? Check out The New Automation Mindset Podcast for more in-depth conversations about strategies leadership in AI, automation, and orchestration. Brought to you by the automation experts at Workato. Start Listening: www.workato.com/podcast

Today on The Career Flipper, host Jenny Dempsey is chatting with Michael Mattson, whose career journey is a perfect example of how small, intentional shifts can lead to massive transformations. Michael started out as a mail carrier, delivering letters door to door—and yes, getting to pet all the dogs along the way! But beyond the friendly pups, he saw firsthand the importance of both customer and employee experience, which set him on a path of discovery and career growth.With a high-empathy mindset, Michael made small leaps that took him from the frontlines of the postal service into a corporate customer experience role, and eventually across the country to become the Manager of Customer Experience for a global organization. He now also serves on advisory boards for multiple CX organizations, helping shape the future of the field.In this episode, we dive into:The power of mentorship and why you shouldn't be afraid to lean on your networkWhy employee experience matters just as much as customer experienceThe importance of finding the right workplace culture for long-term happinessHow small, calculated risks can open unexpected doorsThe delicate balance between career ambitions and personal passions—and why Michael chose to keep photography as a creative outlet rather than a jobHow embracing vulnerability at work can strengthen professional relationshipsMichael's story is a reminder that career changes don't have to happen all at once—sometimes, it's the little shifts that add up to something big.Connect with Michael

This episode features an interview with Lisa Colella, Managing Director of Strategic Communications & Leadership Advisory at CRA Admired Leadership. With more than 18 years of professional experience, Lisa has worked with clients across agency, consultancy, and in-house settings. Her portfolio spans multiple industries, including fast-moving consumer goods, financial services, healthcare, and more. Previously, she was the Founder and CEO of a boutique consultancy and Global Head of Talent Communications and Marketing at Philips.In this episode, Simpplr's Vice President of Corporate Communications and Employee Experience Strategy, Carolyn Clark, and Lisa discuss balancing formal and informal communication for effective leadership, the challenges and benefits of integrating AI tools into leadership practices, and how behavioral science and creativity can improve communication strategies.-------------------“ The people that excel at creating meaning, not just transmitting information, they understand that communication isn't about just town halls and emails. But, really how they show up every day and that there is science to say if they show up in a way that is credible, they're highly competent. That they're likable in one way, shape, or form, generally likable and they are consistent. That they have a frequently and predictable drumbeat of presence that people can create what we call parasocial relationships. Which is, everyone feels like they have a relationship with the CEO, even though they might see them in a town hall once a year.” – Lisa Colella-------------------Episode Timestamps:*(02:33): Getting to know Lisa*(07:27): Lisa's career journey*(12:42): Balancing informal and formal communication*(19:12): How psychology influences communication*(32:24): How CRA is navigating the AI space *(38:29): Blending science and creativity for better communication strategies-------------------Links:Connect with Lisa on LinkedInLearn more about CRA Admired LeadershipSubscribe to Admired Leadership Field Notes NewsletterTry AlexSubscribe to Confluence NewsletterConnect with Carolyn on LinkedInCohesion PodcastAbout Simpplr

What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences.Meet Heather Brace, Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron, Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes. Both leaders share a remarkable commitment to turning feedback into action. Our host, Jeannie Walters, had the privilege of interviewing them at the X4 conference hosted by Qualtrics in Salt Lake City in March of 2025. Their organizations have rejected traditional annual surveys in favor of frequent, targeted listening programs that capture real-time sentiment. As Heather explains, "What does an employee remember? Probably what happened in the last 30 days." Both have created what they call "closed-loop" feedback systems where they not only collect insights but transparently communicate the actions they'll take as a result.The most compelling revelation? Their data shows that employee engagement hinges on surprisingly simple human elements. At Intermountain Healthcare, they discovered that employees who stay past the four-year mark typically remain for ten years or more. This insight drove them to map the complete employee journey, identifying critical moments where intervention could improve retention.Meanwhile, IMG Academy has developed highly personalized approaches that align students, parents and staff around individualized development plans. As Mike powerfully states, "We've found you can do more damage than good if you ask for insights and then just sit on it."Ready to transform your organization's approach to experience? Listen now and discover how these leaders have built cultures where feedback drives meaningful change, accountability matters, and experiences are designed around authentic human needs.Follow Heather Brace on LinkedIn: https://www.linkedin.com/in/heather-brace/Follow Mike Milliron on LinkedIn: https://www.linkedin.com/in/mike-milliron-6a234713/Resources Mentioned:Qualtrics -- https://www.qualtrics.com/Experience Investigators -- 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/)

Welcome to episode #977 of Six Pixels of Separation - The ThinkersOne Podcast. Dan Heath is a frequent and always welcome guest on this show, and with good reason - few people have done more to translate complex human behavior and organizational dynamics into smart, actionable insights. You probably know Dan as the co-author (with his brother Chip Heath) of some of the most beloved and bestselling business books of the past two decades, including Made To Stick, Switch, Decisive, and The Power of Moments. His work has reshaped the way leaders think about communication, decision-making, change, and the emotional beats that define experience. With his latest solo book, Reset - How To Change What's Not Working, Dan continues this tradition - offering a practical framework for identifying leverage points that can unlock real transformation, even in systems that feel stuck or bloated by inertia. In this conversation, we dug into why momentum beats speed, how progress (not perfection) is the most powerful motivator in the workplace, and why so many leaders miss the mark by focusing on customer experience while overlooking the employee experience. We also talk about the role of self-doubt, the necessity of feedback, and how the Great Resignation isn't just about quitting - it's about a systemic failure to reimagine work. Dan's signature mix of rigorous research, compelling storytelling, and approachable wisdom is on full display here. You should also check out his podcast, What It's Like To Be…. If you've ever wondered why change efforts stall - or how to get unstuck with the same people and resources - this one's for you. Enjoy the conversation... Running time: 56:48. Hello from beautiful Montreal. Listen and subscribe over at Apple Podcasts. Listen and subscribe over at Spotify. Please visit and leave comments on the blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. Check out ThinkersOne. or you can connect on LinkedIn. ...or on X. Here is my conversation with Dan Heath. Reset - How To Change What's Not Working. Made To Stick. Switch. Decisive. The Power of Moments. What It's Like To Be… Follow Dan on LinkedIn. This week's music: David Usher 'St. Lawrence River'. Chapters: (00:00) - Introduction to Reset and Its Themes. (02:54) - Understanding Inefficiencies in Organizations. (05:58) - The Role of Technology in Problem Solving. (09:01) - Team Dynamics and Collaborative Change. (12:08) - Leverage Points for Effective Change. (15:10) - Motivation and Employee Engagement. (17:56) - Cultural Differences in Organizational Success. (21:03) - The Shift from Customer to Employee Experience. (32:06) - The Great Resignation and Management Challenges. (34:02) - Management by Walking Around: A Timeless Approach. (36:19) - Inertia and the Challenge of Change. (38:34) - Momentum vs. Speed: The Key to Progress. (40:08) - The Progress Principle: Motivation Through Meaningful Work. (41:56) - The Reality of Modern Work. (43:53) - Defining Waste: A New Perspective on Efficiency. (45:53) - The Role of Government in Efficiency and Change. (52:40) - Self-Doubt and Openness to Feedback.

In this episode of HR Like a Boss, John sits down with AI and chatbot expert Beth White to explore how artificial intelligence is reshaping human resources. They discuss the evolving role of HR, the impact of AI on employee support, and the ethical considerations of AI in the workplace. Beth shares insights on collaborating with IT, ensuring data security, and addressing AI hallucinations. She encourages HR professionals to experiment with AI tools and take an active role in shaping responsible AI practices within their organizations.ABOUT BETH WHITEBeth White is the Founder and CEO of MeBeBot, an AI solution developed and designed to digitally transform employee support and change management communications, to drive productivity and operational efficiencies within organizations. Beth has over 15 years' experience as a Human Resources Leader and 10+ years of experience in sales and developing software technology, with an emphasis on disrupting traditional business processes using technology. Beth lives in Austin, Texas, and has a BA from the University of Wisconsin-Madison and an MBA from St. Edward's University and she evangelizes and educates on ethical AI for making work more meaningful.

Mark Hagan joins Elevate Care to discuss the dynamic role of technology in healthcare, especially in workforce management. He highlights the importance of strong partnerships between CIOs and HR leaders, effective change management strategies, and the role of AI in improving employee experiences. Mark also emphasizes the critical need for robust technology and data foundations to drive success across healthcare organizations.Chapters00:00 Introduction to Healthcare Technology Leadership02:46 The Evolution of Workforce Technology in Healthcare06:10 Strategic Partnerships: CIOs and HR Leaders08:58 Criteria for Selecting Healthcare Technologies11:46 Successful Implementation and Change Management15:06 Future Innovations in Healthcare Workforce Technology17:51 The Role of AI in Healthcare Technology21:07 Creating a Positive Employee Experience23:58 The CIO's Role in Driving InnovationAbout Mark:Mark Hagan is the Chief Information and Digital Officer at AMN Healthcare, overseeing digital strategy, technology R&D, IT infrastructure, data security, and program management. With extensive experience in systems integration, platform rationalization, and enterprise technology execution, he has led innovations and digital transformations across multiple organizations.Before joining AMN Healthcare, Mark served as CIO and Senior VP of IT at Envision Healthcare, where he spearheaded IT strategies for healthcare services. Earlier, as IT Director at TeleTech, he managed global infrastructure expansions across multiple continents.Mark also contributes as a director for M&M Properties Colorado LLC and Wonolo, Inc. Passionate about innovation, he has introduced AI, robotic process automation, and natural language processing to enhance operations and drive growth.Learn more about Mark Hagan: https://www.amnhealthcare.com/about/amn-leadership-team/mark-hagan/Connect with Mark on LinkedIn About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here. Find Us On:WebsiteYouTubeSpotifyAppleInstagramLinkedInXFacebook Powered by AMN Healthcare

This week on Tech Chef, host Skip Kimpel dives into a post-MURTEC 2025 recap with first-time guest and hospitality tech veteran Tom Seeker. Fresh off the show floor, they discuss everything from shifting conference venues to the biggest tech themes making waves in the restaurant and hospitality space.Tom brings the dual perspective of a vendor and operator, offering sharp insights on what made this year's event stand out. The conversation centers on how data has become the true king, replacing cash as the core currency of innovation, and how restaurants must own and control their data to stay competitive.From the evolving role of AI and VR in training and operations to conversations around legacy tech, security, and personalization, this episode is packed with strategic takeaways for operators, tech providers, and hospitality pros alike.Takeaways:Data is the New Currency: The dominant theme of MURTEC 2025 was clear—data is king. Operators need to prioritize data ownership, clean pipelines, and interoperability between systems to future-proof their businesses.AI is Just a Tool: The buzz around AI has matured. It's no longer seen as a silver bullet, but rather as a data enhancement tool, helping restaurants normalize, visualize, and act on information more effectively.Training is Going Virtual: With limited resources and expanding footprints, operators are increasingly turning to virtual and extended reality (XR) solutions to meet employees where they are. VR-based onboarding and training are on the rise, driven by both need and innovation.Legacy Tech Still a Major Pain Point: Many brands remain handcuffed by outdated systems. There's a growing push to modernize the tech stack while ensuring data continuity and seamless integration with modern tools.Security Still Matters (Even If It's Not Trendy): While AI dominated past headlines, cybersecurity remains mission-critical. Large restaurant brands continue to be high-profile targets, making awareness and proactive defense essential.The Guest Experience is Assumed, but the Employee Experience is Rising: Guest experience is now table stakes. The bigger surprise? A growing emphasis on employee-facing tech—tools that empower teams, improve shift management, and optimize training.MURTEC Venue Shift & Community Vibes: While there was skepticism about the move from Paris Las Vegas to Caesars Forum, Tom praises the new setup, calling it a “family reunion” with great energy and flow. Still, the familiar charm of Paris has its fans.RTN Standards & Collaboration: The Restaurant Technology Network (RTN) is playing a vital role in shaping the future. From RFP standards to possible mentorship programs and showroom tours, there's a strong push for industry-wide collaboration.How To Contact MeWebsitehttps://SkipKimpel.com (all archived shows and show notes will be posted here)https://magicgate.comInstagram:https://instagram.com/skipkimpelhttps://www.instagram.com/magicgatetech/X (Twitter):

SummaryIn this conversation, Dr. Chris L. Brown speaks with Adrian Swinscoe about the evolving landscape of customer experience (CX) and the challenges organizations face in meeting rising consumer expectations. Adrian shares his journey into the world of CX, emphasizing the importance of understanding customer needs and managing expectations effectively. They discuss the barriers to creating a customer-centric culture, the significance of having a clear vision and strategy, and the attributes of leaders who excel in delivering exceptional customer experiences. The conversation highlights the need for organizations to bridge the gap between leadership and customer experiences, as well as the importance of creating space for strategic thinking in a meeting-heavy culture. In this conversation, Adrian Swinscoe discusses the importance of customer experience and how companies can effectively engage with their customers. He shares insights from his book 'How to Wow' and emphasizes the need for businesses to empower their employees to take ownership of customer experiences. The discussion transitions into the 'Punk CX' philosophy, advocating for a back-to-basics approach that prioritizes organizational creativity and bravery. Swinscoe also highlights the role of technology in creating space for innovation and the importance of being a relentless leader focused on growth and learning.TakeawaysAdrian Swinscoe's journey into customer experience began 20 years ago.Customer expectations are rising faster than brands can keep up.Brands often struggle with managing customer expectations effectively.Communication is key to filling the expectation gap.A clear vision and strategy are essential for a customer-centric culture.Leaders must genuinely care about customer experiences.Data-driven decision-making should include personal experiences.Organizations need to reduce the number of meetings to create space for strategic thinking.Leaders should prioritize their time to focus on customer-centric initiatives.Creating a culture of curiosity and care is vital for success. Empower employees to be 'Chief Experience Officers'.Meeting customer expectations is crucial for success.Trust and reliability are foundational to relationships.Basic execution can lead to strong customer relationships.Creativity and bravery are essential in business.Creating space allows for innovation and curiosity.AI can free up time for more meaningful customer interactions.Growth can be about quality, not just quantity.Questioning the status quo is vital for progress.Leaders should aim to disturb the comfortable and comfort the disturbed.TitlesNavigating the Customer Experience LandscapeUnderstanding the Shift in Customer ExpectationsThe Art of Managing Customer ExpectationsBuilding a Customer-Centric CultureVision and Strategy in Customer ExperienceSound Bites"I really don't like bad service.""Our expectations as consumers are going up.""When you get it right, customers reward you.""It's a gap between vision and execution.""Block time out, make it sacrosanct.""You're all CEOs too.""It's not all roses, right? It takes work.""What would a punk version look like?""Growth is a choice.""Question everything."Chapters00:00 Introduction to Customer Experience Journey03:10 The Evolution of Customer Expectations05:59 Managing Customer Expectations09:00 Barriers to Customer-Centric Culture11:58 The Importance of Vision and Strategy14:47 Attributes of Customer-Centric Leaders18:09 Bridging the Gap Between Leaders and Customers20:55 Overcoming Organizational Barriers24:05 Creating Space for Strategic Thinking24:42 How to Wow: Lessons from G Adventures30:28 The Punk CX Philosophy: A Back to Basics Approach36:15 Creating Space for Creativity and Bravery41:44 The Relentless Customer Leader: Growth and LearningKeywordsCustomer Experience, Expectations, Leadership, Strategy, Culture, Service, Business, Management, Customer-Centric, Communication, customer experience, punk philosophy, creativity, leadership, G Adventures, business growth, employee experience, AI in business, customer success, relentless leadership

As the world of work continues to evolve, so does the role of leadership and company culture—especially in tech. On this episode of the Success Leaves Clues podcast, host Robin and co-host Al sit down with Sara Cooper, Chief People Officer at Jobber, to discuss how the company has navigated growth, hybrid work, and the future of HR.Sara shares valuable insights into Jobber's transition from in-office to hybrid, the communication challenges that come with it, and the shift from traditional leadership models to a more servant-leadership style. The conversation explores the critical role of mentorship, the importance of aligning people operations with business strategy, and how data can empower better decision-making. Sara also reflects on what it means to be a leader today and the importance of planting seeds that will shape the future of the workplace."Good ideas come from everywhere." ~ Sara CooperKey Takeaways:✨ Leadership is shifting—from command-and-control to empathy and empowerment✨ Communication is critical in a hybrid work model✨ Business success = thriving people + thriving company✨ Mentorship builds long-term impact✨ Data is a game-changer for HR decision-makingBrought to you by Aria Benefits and Life & Legacy Advisory Group

In this episode of the Social Responsibility at Work podcast, Angela Howard and Anthony Sartori (Culture Impact Lab Speaker and Executive Director/Founder at Evolving Minds) discuss the critical importance of mental health in the workplace, especially in the wake of the pandemic. They explore generational differences in attitudes towards mental health, the need for supportive work environments, and the role of autonomy and play in fostering a positive culture. The conversation highlights the unique challenges faced by younger generations, the business case for mental health support, and the urgent need for change within the nonprofit sector. Ultimately, they emphasize the interconnectedness of employee wellbeing and organizational success, advocating for a more human-centered approach to work.Connect with Anthony: Anthony Sartori | LinkedInLearn more about Evolving Minds: https://www.evolving-minds.org/Join us at Culture Impact Lab 2025: https://callforculture.com/culture-im...Chapters00:00 - Introduction to Mental Health in the Workplace03:09 - The Impact of the Pandemic on Mental Health06:07 - The Need for Supportive Workplaces09:20 - Investing Time for Social Connection12:27 - Empowering Employees for Culture Change15:37 - Breaking Down Barriers to Connection18:43 - Generational Differences in Mental Health Awareness22:02 - The Severance Analogy and Human Experience23:00 - Cultural Shifts in the Workplace24:22 - Mental Health and Workplace Responsibility25:05 - The Business Case for Mental Health27:45 - Employee Experience and Customer Connection30:06 -Measuring Impact in the Workplace32:34 - The Nonprofit Sector's Mental Health Crisis35:30 - Reimagining Nonprofit Models for Sustainability38:40 - Emerging Trends in Nonprofit Wellbeing

TTEC, an award-winning global leader in customer experience (CX) solutions and AI-enhanced technologies, continues to expand its operations in Poland, placing a strong focus on AI-enabled training and employee-first initiatives that encourage retention, goal alignment, and organizational excellence. Learn more at https://www.ttec.com/global-locations/poland TTEC City: Greenwood Village Address: 6312 S. Fiddler's Green Circle Website: https://www.ttecjobs.com/en

Technology-driven mass personalization has completely transformed how we engage with brands as consumers. However, while companies have raced to deliver tailored products and services to their customers, the employee experience has lagged behind, with most organizations still operating standardized processes that treat all employees the same. At the same time, technological, social, and generational shifts have dramatically raised expectations for personalized workplace experiences, leaving organizations vulnerable to disengagement and talent loss if they continue with outdated, uniform approaches. So, how can employers deliver the hyper-personalized employee experiences that today's workforce increasingly demands?  My Guest this week, Ayaskant Sarangi, CHRO at Mphasis Limited, an IT services company headquartered in Bangalore with operations across 50 countries and over 30,000 employees. Ayaskant shares valuable insights on how personalization can work at scale across the employee lifecycle and the vital importance of skills-based thinking in achieving this In the interview, we discuss:  • [02:03] Why personalization has become the fundamental employee expectation in today's workplace  • [04:43] How HR can shape organizational culture to support individualized employee journeys • [09:54] Leveraging technology to create hyper-personalized experiences throughout the employee lifecycle  • [13:17] Creating a horizontal tech layer that delivers consistent personalization across traditional HR silos  • [15:19] Moving from standardized role-based frameworks to personalized skills-based approaches • [20:50] What the future is going to look like Follow this podcast on Apple Podcasts. Follow this podcast on Spotify.

This is an encore podcast presentation previously aired on April 12th, 2024. The journey of a customer is undeniably important, but the employee experience is equally critical for a business's success. Research shows that focusing on the employee journey can directly impact customer satisfaction, driving growth and profitability. By mapping the employee experience, understanding their needs, and leveraging technology at crucial moments, businesses can enhance retention and productivity. Positive employee experiences lead to increased engagement, reduced turnover, and greater innovation—all contributing to a stronger bottom line. Investing in a thoughtful employee journey is not just good practice—it's a strategic move that attracts top talent and fosters a culture of creativity, ultimately propelling the organization toward success.

The workplace has evolved. It's no longer about employees convincing companies to hire them—it's about companies proving why employees should want to stay. The game has changed, and so must leadership. In today's Leadership Spark, we uncover the truth about what separates employee engagement from employee experience—and why it's the latter that drives real results. Learn why only 6% of companies are excelling in employee experience and how investing in it can drive real business ROI. We'll uncover what it takes to build a culture where employees truly want to stay and thrive. ________________ 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/

Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer service. DiJulius advocates for comprehensive training that balances operational skills with soft skills to enhance service aptitude across all levels of an organization.   Takeaways: Customers are paying for their own experience, not the employees'. Employee mindset directly impacts customer experience. Leaders should not blame younger generations for work ethic issues. Service aptitude is crucial for exceeding customer expectations. Training should focus more on soft skills than just operational processes. Previous life experiences shape service aptitude significantly. Current work experiences are essential for developing service aptitude. Companies must invest in customer experience training. Removing personal interpretations is key to consistent service. Leadership is responsible for cultivating high service aptitude.     Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution   Schedule a call to learn more about The DiJulius Group Consulting and Training   Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.  

This episode of Cruising Altitude features a conversation with Alexander Senn, Head of People & Organization at Siemens Smart Infrastructure. Together, Alex and host Nicole Alvino discuss employee engagement and organizational culture. Alex shares insights about his role overseeing people and organizational development within Siemens' smart infrastructure division. Key topics include employee segmentation for improved experience, the role of leadership in transformation journeys, and the use of AI for productivity and innovation. Alex also shares the concept of the 'Rhino View' to highlight different perspectives in decision-making, and stresses the importance of open communication and continuous leadership development. Lastly, the conversation touches on balancing technological tools with human interaction to foster a high-performing and engaged workforce at Siemens.Quotes*" We're in the midst of a transformation journey to become one tech company.  And we want to work with the people together to create the best Siemens for the future. And that's why we decided to communicate quite early what is our ambition. But we don't have all the answers. And now we're working with the people close to the topics.  We take them on board, we listen, and they can also co-create with us together the new Siemens.  This is also a new way of empowering, taking people on board early. But it also creates at the same time a little bit of uncertainty, because people know something is happening. But they don't know the result.  But I believe people need to learn to live with uncertainty and it's much better to be transparent with the people and to invite them to contribute. At the same time, they also need to learn to live with the fact that we don't have all the answers. But I'm a strong believer that the outcome is much better when we involve more people, when we listen to the concerns and then on the journey you adapt some of the ideas you had at the beginning after listening to more than only the top management.”*”[During transformations,] communicating is really important, but also then keep your ears and eyes open and create platforms where people can then give feedback. Share what they have read, what they've heard, raising concerns, because yes, we need people who are positive and looking into the change and helping, etcetera. But we also need to listen to people who are really concerned.”Time Stamps[00:45] Meet Alexander Senn, Head of People & Organization at Siemens Smart Infrastructure[04:28] Role and Responsibilities at Siemens[06:18] Employee Segmentation and Experience[10:00] Transformation Journey at Siemens[15:42] Utilizing AI for Productivity[20:25] The Rhino View Perspective[25:11] Final Thoughts and Reflections[30:55] Conclusion and Contact InformationLinksConnect with Alex on LinkedInLearn more about Siemens Smart InfrastructureThanks 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

For many employees, work is more than a paycheck—it's an opportunity to contribute to something bigger. But for organisations, creating a culture where purpose is more than just a slogan requires bold action and thoughtful strategy. One organisation that has achieved this successfully is financial services company Manulife. In this episode of the Digital HR Leaders podcast, host David Green sits down with Katherine Macnaughton, Vice President of Global Talent Management and Development at Manulife, to discuss how Manulife is embedding purpose into every stage of the employee journey. Together they explore: The catalyst that sparked Manulife's cultural transformation How the Better Life Campaign is creating a more engaged workforce The business impact of aligning employees with a shared purpose Preparing for the future and Generative AI readiness with Manulife's Pursuit Program Addressing job security concerns in the age of AI Listen now to learn how Manulife is redefining what it means to work with purpose. This episode is sponsored by Amazing Workplace, an AI-powered platform designed to help companies grow and succeed by unlocking the full potential of their people. By providing the most accurate insights into how employees feel and why, Amazing Workplace equips leaders with powerful tools to drive meaningful improvements where they matter most. With Amazing Workplace, companies have reduced turnover by up to 90%, have increased revenue by over 400%, and solved recruitment. Find out more at www.amazingworkplace.com  Hosted on Acast. See acast.com/privacy for more information.

This episode features an interview with Matt Rivera, Chief Marketing Officer at Day & Zimmermann and Gary Sevounts, Chief Marketing Officer at Simpplr. Matt has worked for Day & Zimmermann for 34 years, from payroll administrator to the first person in the marketing department. He leads a diverse team of marketers and communications professionals who contribute to a cohesive, professional and high-performing marketing organization. Gary is a veteran CMO with a track record of building high-growth demand and revenue engines, effective marketing teams, differentiated brands, and establishing categories. Previously, he was CMO at Malwarebytes, Socure, and Equifax's Identity and Fraud Division.In this episode, Miriam, Matt, and Gary explore the connection between customer experience and employee experience, the importance of authenticity and transparency in storytelling, and leveraging AI to enhance communication and measurement.-------------------“ With the automation that we have today for the employee experience, you can do that and then transfer it right over into the external marketing. You're tweaking the message. But it's the same types of messaging. It's the same campaigns. We're looking at the same analytics. All of those things really start connecting a lot. I think, in a lot of cases, the employee experience and what you're doing there, if you're doing it right, it's authentic, can really drive some of the marketing stuff too.” – Matt Rivera“ Brand starts internally.  It starts with a mission and starts with the employees believing in why. Why did we start the company? Why are we doing what we're doing all day long? Why are we passionate about it? In the companies that I worked with and I dealt with, when there is that connection and it's genuine, employees become ambassadors. In the companies where that connection doesn't exist, people don't believe it and it's just words, then it can take a negative turn really quickly.” – Gary Sevounts-------------------Episode Timestamps:*(02:51): Matt and Gary's career journeys*(07:01): Getting to know Matt and Gary*(08:41): Exploring the connection between CX and EX*(12:56): The art of great storytelling *(24:15): Marketing strategies for Internal Communications*(35:36): Leveraging technology for employee engagement-------------------Links:Connect with Matt on LinkedInLearn more about Day & ZimmermannConnect with Gary on LinkedInConnect with Miriam on LinkedInCohesion PodcastAbout Simpplr

Hey CX Nation,In this week's episode of The CXChronicles Podcast #256 we were live at Instant Team's Community Builders Week & CX Virtual Summit based in Southern Pines, NC at their company headquarters. Our guest interviews for this IRL (in-real life) episode included Liza Rodewald (Founder & CEO), Erica McMannes (Founder & CXO), Greg Avallone (SVP of Sales & Partnerships), Amy Price, MBA (SVP of CX), Jennifer Martin & Erica North, both military spouses themselves (Strategic Partnerships Managers), & the one, the only Nate Brown (Co-Founder at CX Accelerator & Head of CX Advisory at Metric Sherpa).   Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of Boutique BPO's look like in today's world. And how they are building an all-in-one hiring platform leveraging the near 12 million US military spouses stationed across the globe. Instant Teams is a mission-driven company committed to supporting and employing the “force behind the force” – US military spouses. In this episode, Adrian chats with the Instant Teams crew about how they are making real social impact, finding remarkable talent, providing their customers instant access to new teammates & building flexible solutions along the way.   **Episode #256 Highlight Reel:**1. Unleashing the power of 12M+ Military Spouses2. Building bridges to companies who want access to this group3. Why Military Spouses Make For Incredible CX & Customer Care talent4. Engaging 75K military spouses ready & primed to join our workforce 5. Around the sun locations at US bases provides global support optionClick here to learn about Instant TeamsClick here to learn about Community Builders Week & CX Summit 2025 Huge 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 & BPO 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 Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!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!!

Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss the evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today's workforce. John shares insights from his journey in building The DiJulius Group and emphasizes the significance of investing in employee development to foster a strong community and culture. The conversation also touches on the emotional resilience required for entrepreneurship and the challenges faced by younger generations in the workforce.   Takeaways: The DiJulius Group was founded on the principles of customer service. Leadership development is crucial for maintaining a strong team. Empathy is a learned skill that can be taught. Investing in employee development leads to better retention and satisfaction. Community building is essential for a successful business. The challenges of entrepreneurship require emotional resilience. Younger generations face unique challenges in developing people skills. Training and development should extend beyond the first six months of employment. Creating a culture of recognition enhances employee engagement. The future of work will require adaptability and continuous learning.     Chapters:   00:00The Evolution of the DiJulius Group 01:21Systemizing Customer Service 06:03Building a Consistent Customer Experience 09:34Leadership Development in the Salon Industry 15:11Creating Opportunities and Community 17:15Investing in Employee Well-being 22:24Navigating Uncertainty in Entrepreneurship 26:44Developing Emotional Resilience in the Workforce 33:33Empathy and Communication Skills for Gen Z 35:35The Evolution of Leadership and Business Strategy     Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution The Soul of a Startup   Schedule a call to learn more about The DiJulius Group Consulting and Training   Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

In this episode of the "HR Mixtape," host Shari Simpson welcomes Becca Short, the leader of people strategy at 88 Acres. They dive into the critical topic of supporting deskless workers and ensuring they remain connected and engaged in the workplace. Becca shares innovative strategies for introducing flexibility in roles that require physical presence, emphasizing the importance of communication, employee experience, and career development for frontline employees. Key Takeaways: Flexibility for deskless workers can include job rotation and shift swapping to accommodate personal needs. Effective communication with frontline employees requires face-to-face interactions and the use of technology that mimics social media. Employee engagement can be enhanced by actively seeking feedback and implementing changes based on their input. Tune in to discover how to create a more inclusive and engaged workforce! Guest(s): Becca Short, Director of People and Culture, 88 Acres Foods Inc.  

Iain Roberts, Global Head of Employee Experience at Airbnb, discusses experimenting in HR in 2025, the design-thinking reshaping organizational structures, and why CEO Brian Chesky's ‘Founder Mode' is much misinterpreted. Iain covers innovative approach to flexible work, cross-functional alignment, and treating employee programs as evolving products requiring continuous refinement.*Email us your ‘Dear Heretics' questions: hrheretics@turpentine.co**For coaching and advising inquire at https://kellidragovich.com/HR Heretics is a podcast from Turpentine.—Support HR Heretics Sponsor: Metaview is the AI assistant for interviewing. Metaview completely removes the need for recruiters and hiring managers to take notes during interviews—because their AI is designed to take world-class interview notes for you. Team builders at companies like Brex, Hellofresh, and Quora say Metaview has changed the game—see the magic for yourself: https://www.metaview.ai/heretics—LINK/S:Airbnb: https://www.airbnb.com/—REFERENCE/S:NVIDIA's Jensen Huang says that IT will ‘become the HR of AI agents':https://fortune.com/2025/01/09/nvidia-ceo-jensen-huangt-take-over-hr-ai-agents/—KEEP UP WITH IAIN, NOLAN + KELLI ON LINKEDINIain: https://www.linkedin.com/in/robertsiain/Kelli: https://www.linkedin.com/in/kellidragovich/Nolan: https://www.linkedin.com/in/nolan-church/—TIMESTAMPS:(00:00) Intro (00:13) From Designer to HR Leader: Iain's Journey (01:15) "Everything Needs to Be Designed" Philosophy (03:09) Designing Systems of People and Structures (04:47) Bringing Design Thinking to HR at Airbnb (08:03) Airbnb's One Roadmap Approach: 7,000 People, One Focus (07:21) Top-Down vs. Bottom-Up Culture & Innovation(10:26) Tactically Transforming an HR Team with Design Thinking(11:47) Treating HR as Products and Services (13:14) The Future of HR Product Management (14:36) Sponsor: Metaview(16:30) Founder Mode: Misinterpretations and Brian Chesky's Approach(23:00) Airbnb's Shift to a Single Product Roadmap(26:54) Design-Led Culture and Attention to Detail at Airbnb(28:48) Prototyping & Iterating with Human Experiences: Challenges(30:50) Airbnb's Gathering Strategy and Flexible Work Philosophy(33:48) Airbnb's Contrarian Stance on Remote Work (Live & Work Anywhere)(39:45) 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

Today's agenda:  Introducing Max Farbsy, CEO of Customer Service It's not personal, John Cringe corporate speak: synergy Hot topic: the overlap between employee and customer experience What can we learn from customer experience? How does it relate to employee experience and satisfaction? Why Max is our customer service expert Sticking to the script vs. finding your voice in customer service as well as in the workplace Authenticity and empathy is key in connecting with the customer It's OK to say "IDK" The key to building and maintaining strong teams is to treat your employees like you would your customers (yes, it really is that simple) Questions/Comments  Your To-Do List: Grab merch, submit Questions & Comments, and make sure that you're the first to know about our In-Person Meetings (events!) at https://www.hrbesties.com. Follow and Support Farbsy!  @farbsy on Instagram and TikTok Merch Store: https://farbsy-shop.fourthwall.com Follow your Besties across the socials and check out our resumes here: https://www.hrbesties.com/about.  Subscribe to the HR Besties Newsletter - https://hr-besties.beehiiv.com/subscribe We look forward to seeing you in our next meeting - don't worry, we'll have a hard stop! Yours in Business + Bullsh*t,  Leigh, Jamie & Ashley Follow Bestie Leigh! https://www.tiktok.com/@hrmanifesto https://www.instagram.com/hrmanifesto https://www.hrmanifesto.com Follow Bestie Ashley! https://www.tiktok.com/@managermethod  https://www.instagram.com/managermethod https://www.linkedin.com/in/ashleyherd/ https://managermethod.com Follow Bestie Jamie! https://www.millennialmisery.com/ Humorous Resources: Instagram • YouTube • Threads • Facebook • X Millennial Misery: Instagram • Threads • Facebook • X Horrendous HR: Instagram • Threads • Facebook Tune in to “HR Besties,” a business, work and management podcast hosted by Leigh Elena Henderson (HRManifesto), Ashley Herd (ManagerMethod) and Jamie Jackson (Humorous_Resources), where we navigate the labyrinth of corporate culture, from cringe corporate speak to toxic leadership. Whether you're in Human Resources or not, corporate or small business, we offer sneak peeks into surviving work, hiring strategies, and making the employee experience better for all. Tune in for real talk on employee engagement, green flags in the workplace, and how to turn red flags into real change. Don't miss our chats about leadership, career coaching, and takes from work travel and watercooler gossip. Get new episodes every Wednesday, follow us on socials for the latest updates, and join us at our virtual happy hours to share your HR stories. Learn more about your ad choices. Visit podcastchoices.com/adchoices

What comes first: the customer or the employee? In this episode, Kevin sits down with Stephan Meier to explore why putting workers first isn't just good ethics—it's good business. Stephan highlights how engaged, motivated employees directly impact company success. Drawing from his background in behavioral economics, he breaks down four key motivators for workers: purpose (shoot for the moon), autonomy (matter of trust), competence (just right tasks), and relatedness (working together works). Kevin and Stephan also discuss the future of work, both the challenges and opportunities. He offers practical examples of how AI-powered tools can align employee strengths with organizational needs. Listen For 00:00 Introduction 02:00 Meet Stephan Meier 07:00 The Employee-First Approach 11:00 The Business Case for Prioritizing Employees 19:00 The Four Pillars of Employee Engagement 25:00 The Role of Technology in the Future of Work 31:00 Leadership Mindset Shift 36:00 Fun Facts About Stephan 38:00 Book Recommendations Meet Stephan Stephan's Story: Stephan Meier is the author of the forthcoming book The Employee Advantage: How Putting Workers First Helps Business Thrive. He is the James P. Gorman Professor of Business Strategy at Columbia Business School and the chair of the Management Division. He is an award-winning teacher of classes in the MBA/EMBA program and executive education on strategy, Future of Work and Behavioral Economics. Previously he was a senior economist at the Federal Reserve Bank in Boston. His work has been published in the leading academic journals including the American Economic Review, Management Science, Psychological Science or Science Magazine, and has been profiled by the press such as The Economist, Wall Street Journal, Financial Times, New York Times, Los Angeles Times, and Neue Zürcher Zeitung. He holds a PhD in Economics from the University of Zurich. http://www.stephanmeier.com/ http://www.linkedin.com/in/stephan-meier-cbs https://www.stephanmeier.com/newsletter https://www.stephanmeier.com/lego-brick-by-brick-videos This Episode is brought to you by... Flexible Leadership is every leader's guide to greater success in a world of increasing complexity and chaos.  Book Recommendations The Employee Advantage: How Putting Workers First Helps Business Thrive by Stephan Meier Power and Progress by Daron Acemoglu and Simon Johnson Like this? The Leader's Role in Employee Engagement with Michael Lee Stallard Understanding the Employee Experience with Jacob Morgan Understanding Employee Engagement with Jacqueline Throop-Robinson Join Our Community If you want to view our live podcast episodes, hear about new releases, or chat with others who enjoy this podcast join one of our communities below. Join the Facebook Group Join the LinkedIn Group   Leave a Review If you liked this conversation, we'd be thrilled if you'd let others know by leaving a review on Apple Podcasts. Here's a quick guide for posting a review. Review on Apple: https://remarkablepodcast.com/itunes    Podcast Better! Sign up with Libsyn and get up to 2 months free! Use promo code: RLP  

What if leadership wasn't about control but about co-creating? What if organizations could embrace paradoxes instead of forcing either-or decisions?