Are You Undervaluing Your Customers?
It’s time to start measuring and managing their worth. The true purpose of a business, Peter Drucker said, is to create and…
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Engaged Employees Create Better Customer Experiences
Summary. It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of…
The Power of Customer-Focused Leadership
Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed…
Topic 10: Action Planning
This section focuses on the development of a practical action plan to improve the EX in an organization. Some of the key…
Topic 9: EX Case Studies
This section focuses on the examination of real-life examples of organizations that have successfully transformed their EX. Some of the key points…
Topic 8: Measuring and Improving EX
This section focuses on the importance of measuring and improving the EX, and provides practical tools and techniques for doing so. Some…
Topic 7: Technology and EX
This section focuses on the role that technology plays in shaping the EX, and how organizations can leverage technology to enhance the…
Topic 6: Communication and Feedback
This section focuses on the importance of effective communication and feedback in creating a positive EX. Some of the key points that…
Topic 5: Employee Well-being
This section focuses on the importance of employee well-being and how it affects the overall EX. Some of the key points that…
Topic 4: Workplace Culture
This section focuses on the impact of workplace culture on the EX, and how organizations can shape and cultivate a positive culture…