When HR Meets CX Customer experience is delivered from the bottom up. This means that the customer-facing staff are the ones who will have the greatest impact on CX. However, do not mistake this for full responsibility. We said it before and we will say it again: Every department in the company has […]
In our latest blog Employee Trends 2024 we mentioned that employee engagement is going down and emphasis on mental health and well-being will be incredibly important. One of the factors causing employee burnout is a lack of balance in workloads. This includes the type of work they are doing and whether it is too
Employee Burnout – How to manage it using our Emotional Intelligence Framework Read More »
As the working landscape is changing further, with new technologies like AI booming and post-pandemic learnings becoming the new foundation of what’s possible, as an employer, manager, team lead or HR you need to familiarise yourself with 2024 EX Trends – that today’s employees are looking for. In 2023, according to Gallup, only 33%
Employee Experience (EX) – 2024 Trends Read More »
Earning €70k a year, getting praised for company success, and reading through the positive reviews and customer feedback all day long sounds great. But being a CX Director is not this easy – if it were everyone would be doing it. To truly be a good CX Director, you not only have the knowledge,
Do You Have What It Takes To Be a CX Director? Read More »
Every month we have a Masterclass where we deep dive into a topical issue. Our most recent masterclass was dedicated to Women in CX: Empowering female employees to deliver CX Excellence. We were joined by Gemma Rabbini – a qualified Communications and Confidence coach who is passionate about working with women. Several years ago,
Is networking for women a lost cause? Read More »
If you are a CEO, Manager, Supervisor, Team Leader you should ask yourself are you just a manager, or are you a leader? This question is important because as Horst Schulze said, ‘Managers push: Leaders Inspire’! What is Leadership? Kevin Kruse explains, “Leadership is a process of social influence, which maximises the
How To Be a Good CX Leader? Read More »
“A human being is a social animal. So, if you create some short moment of happiness for people, you get deep satisfaction.” – Dalai Lama Unless you are extremely unusual and have no contact with anyone, you will need to be able to build and maintain strong relationships, both in your personal and work
Psychology of Employee Relationships Read More »
We’re delighted to announce the addition of AI into our Professional Diploma in CX.
