Podcast Episodes & Features
By listening to our customers, by serving them, by seeking to understand them, and have insight to their needs and pains, we grow ourselves as leaders. According to a study by KPMG, 53% of executives do not realize sustainable value from business transformation. I assume the reason for this is that they focus so much …
Access NowTransformational Leadership: Changing the World by Changing Myself
How we are as an organization, how we treat each other as peers, shows up in the customer experience. We have all heard the maxim, “The customer is always right.” Top companies like Amazon lays the foundation of their success on customer-centricity and customer-focus. As customer experience leaders, we believe that a happy customer is …
Access NowPeople Leadership: How the Employee Experience Impacts the Customer Experience
Find more meaning and success in your CX career by following CX veteran, Cheryl China, and her important advice for career growth and development. With most of our audience working in the customer experience industry, I asked Cheryl China some of her best tips and career advice for leaving behind an unforgettable legacy in CX …
Access Now9 Pieces of Career Advice Wisdom for Leaders and CX Professionals
Becoming your best self is difficult to be done alone. Positive influence leaders see the good in others and position them for success. There is no doubt that a successful organization runs on inspired and positive people. As a leader, it is your job to make sure your team members are inspired and that you …
Access NowPositive Influence: How to Become a Leader That Inspires Others in CX
Collaboration creates ethical and trust-based relationships with the customer, and it is important to learn collaboration skills to help you do that. Have you ever wondered why geese fly in a V-formation? Scientists gives us two explanations, and we can actually learn a lot important collaborative leadership lessons from them! First, it’s about energy conservation. …
Access NowWhat is Collaborative Leadership and How to Apply it in Customer Experience?
Leaders set the bar in how a company treats its customers, and it is important to understand the necessary leadership skills to do that. They may not be in the frontlines talking directly with the customers, but a leader’s influence to the team impacts the way an agent performs and how they deliver the customer …
Access NowWhy Leadership is Important in Creating Wonderful Customer Experiences
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