CX author Annette Franz shares why you should humanise your automation to ensure positive customer & employee experiences, not just processes.
Join up your listening to your customers (VoC) and listening to your employees (VoE) programmes, to really drive Trust argues Peter Lavers.
8 practical tips for leaders on communicating bad news well, or as well as possible. Experienced leader, Tony Boobier shares how to do this even in lockdown
Continuing our series of leaders sharing lessons learnt, a CX leader shares on an employee-centric culture. Annette Franz is a one of our regular guest […]
Sometimes a determined focus on Customers & Insight can cause us to take our ‘eye of the ball‘ with regards to colleagues or employees. Well, you […]