Take Risks and Reach Out | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the next to the last post in a series titled “Mindset & Agility – The Rocket Fuel for Customer Experience Success.” In my last post, I started unpacking skills outlined in Professor W. Warner Burke’s research-based model of learning agility. As you’ll recall, Dr. Burke shared his findings in a book titled Learning Agility, which…
How to Learn and Lead with Agility | Mindset & Agility – The Rocket Fuel for Customer Experience Success
In my last post, I spotlighted social psychologist Carol Dweck’s landmark work on growth mindset and offered a link between her research and customer experience excellence. Building on Dr. Dweck’s findings, let’s dive into the first of three posts that unpack Dr. W. Warner Burke’s model of learning agility. Professor Burke is an organizational psychologist…
Remove the NOT | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the third post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. For two weeks, I’ve focused on innovation tips from the classic book A Whack on the Side of the Head by Roger von Oech. I’ll finish sharing insights from that book this week and move on…
World-Class CX Leaders | Zameer Kassam Fine Jewelry
Recently, I have been asked to highlight companies that demonstrate breakthrough customer experience (CX) innovation. So, before I launch into another series of posts, I’ll highlight a world-class CX leader named Zameer Kassam Fine Jewelry. I won’t go into great detail about Zameer Kassam since many articles and case studies offer a deeper dive. You can…
Stronger Through Adversity | Formally Listen Beyond the Words
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I’ve had with more than 140 global leaders as they navigate through COVID-19. In my last post, I outlined how leaders who participated in the book reported enhanced formal and informal listening for all…
Stronger Through Adversity | Practice Employee Obsession
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I’ve had with more than 140 global leaders as they navigate through COVID-19. In Stronger Through Adversity, I suggest that practicing employee obsession is an ominous concept since, in its most negative connotation, obsession means…
Make it Technology-Aided and Human-Powered: Deliver a Flourish of Humanity
Thank you for joining me for this series titled “Make it Technology-Aided and Human-Powered.” This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This is the final installment in this series. In my last post, I focused on creating, at minimum, two customer journeys –…
Make it Technology-Aided and Human-Powered: Map the Hybrid Journey
Thank you for joining me for this series titled “Make it Technology-Aided and Human-Powered.” This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled “Map the Hybrid Journey.” I now know how my mom felt when I lost my driver’s license…
Make it Technology-Aided and Human-Powered: Compassion in Action
Thank you for joining me for the second installment in the series “Make it Technology-Aided and Human-Powered.” This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled “Compassion in Action.” In my last post, I distinguished between compassion, empathy, and sympathy. I…
Make it Technology-Aided and Human-Powered: Be Compassionate
Thank you for joining me for this new series titled “Make it Technology-Aided and Human-Powered.” This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled “Be Compassionate.” People are in love with technology these days, and well, they should be. It’s…
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