Coronavirus Travel: What does hospitality mean now?
Earlier this week, I traveled to New Orleans from JFK Terminal 5 in New York. I had planned an airport conference a few months ago. Although many colleagues chose not…
5 negative impacts of a blame culture
How do you respond when a problem occurs? Do you leap into action and go into full solution mode? Or Do you look around and try to figure out who…
Why Customer Experience transformations stall?
In this follow-up to my article titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In the previous article, I focused…
Multiethnic Group of People Planning Ideas
How group collaboration at work improves productivity
While many workers are forced to compete against each other as individuals, collaborative projects can help to increase productivity as well as having a number of benefits for your employee’s…
Solve customer and business problems faster through collaboration
https://pod.co/punk-cx/solve-customer-and-business-problems-faster-through-collaboration-interview-with-jacob-morgan Today’s interview is with Jacob Morgan, the Principal & Co-Founder of Chess Media Group, a management consulting and strategic advisory firm focused on collaboration. He has also authored of The Collaborative…
Businesswoman Addressing Meeting Around Boardroom Table
Employee Engagement: Simple but not easy
Have you ever been to a motivational lecture for self improvement, and said to yourself, "She makes it sound to easy." Then you get home, and it's oh, so hard.…
How to create highly engaged teams
People are not afraid of hard work they are afraid of failure, and it’s this fear of failure that causes them to disengage because nobody wants to be involved in…
Reconstructing the concept of feedback and difficult conversations
I think I have finally found a way to transform the difficult aspects of giving and receiving feedback. It would really help to get rid of those terms because they…
Is inclusion and belonging a leadership mindset?
I am not going to reiterate the neuroscience and psychological research behind the increasing awareness that inclusion and belonging are essential conditions for high performing teams. I am going to…
Is your organisation interconnected? The employee – customer chain
I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over…