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  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

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Recent Articles

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

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Read more about the article Turning leadership on its head: Finding the leaders around you

Turning leadership on its head: Finding the leaders around you

  • Post author:Stephen Francis
  • Post published:August 15, 2020
  • Post category:Article/Leadership

At a time when, in my opinion, we are seeing a breathtaking lack of leadership handling the current global COVID-19 pandemic, I thought it timely to republish my article of…

Continue ReadingTurning leadership on its head: Finding the leaders around you
Read more about the article The One Thing You Need To Understand About Your Company’s Culture

The One Thing You Need To Understand About Your Company’s Culture

  • Post author:Gordon Tredgold
  • Post published:May 21, 2020
  • Post category:Article/Featured/Leadership

Changing corporate culture is hard, and many companies make it even harder by not understanding the different segments that make up their company. https://youtu.be/8cZBjXbr6tA In every company, there are different…

Continue ReadingThe One Thing You Need To Understand About Your Company’s Culture
Read more about the article Customer-centric culture starts at the top

Customer-centric culture starts at the top

  • Post author:Liliana Petrova
  • Post published:May 8, 2020
  • Post category:Article/Featured/Leadership/Top Picks

Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are talking about how to get…

Continue ReadingCustomer-centric culture starts at the top
Read more about the article Who is accountable for making the customer agenda really work?

Who is accountable for making the customer agenda really work?

  • Post author:Charles Bennett
  • Post published:May 2, 2020
  • Post category:Leadership

It's probably down to one person Last week one of my customers asked me a question: why are respected practitioners commenting that Customer Experience is failing? It’s not a question…

Continue ReadingWho is accountable for making the customer agenda really work?
Read more about the article 7 E’s of High Performing Leaders

7 E’s of High Performing Leaders

  • Post author:Gordon Tredgold
  • Post published:April 15, 2020
  • Post category:Article/Leadership

Great leadership comes in all shapes and sizes from Lincoln, Churchill, Gandhi, Martin Luther King, Mandela and so on. This makes understanding what great leadership is, and being able to define it…

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Read more about the article Tell your story and change your team’s performance

Tell your story and change your team’s performance

  • Post author:Rosa Antonia Carrillo
  • Post published:April 14, 2020
  • Post category:Article/Leadership

“Ironically, teams succeed because they are exceedingly human. By acknowledging the imperfections of their humanity, members of functional teams overcome the natural tendencies that make teamwork so elusive.” Patrick Lencioni Teams…

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Read more about the article Psychological Safety: one antigen against the Corona Virus

Psychological Safety: one antigen against the Corona Virus

  • Post author:Rosa Antonia Carrillo
  • Post published:March 31, 2020
  • Post category:Article/Leadership

This dialogue is from the Women in Safety Excellence WISE/ASSP. I am keeping it anonymous and invite people to own it if they so choose. Why is psychological safety an…

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Read more about the article 5 negative impacts of a blame culture

5 negative impacts of a blame culture

  • Post author:Gordon Tredgold
  • Post published:March 24, 2020
  • Post category:Article/Leadership

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…

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Read more about the article Why Customer Experience transformations stall?

Why Customer Experience transformations stall?

  • Post author:Annette Franz
  • Post published:March 17, 2020
  • Post category:Article/Customer Experience

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…

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Read more about the article Exquisite Risk: Why Social Connection Eats Rules, Law, Values, Etc.

Exquisite Risk: Why Social Connection Eats Rules, Law, Values, Etc.

  • Post author:Rosa Antonia Carrillo
  • Post published:March 12, 2020
  • Post category:Article/Leadership

We have come to the understanding that risk cannot be eliminated, and it can be mitigated through various operational processes and technologies. Still, the effectiveness of these mitigation is hampered…

Continue ReadingExquisite Risk: Why Social Connection Eats Rules, Law, Values, Etc.
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