Forbes Technology Council’s Post

Today's gathering at The Savoy saw a raw and honest discussion which was both eye-opening and inspiring. The conversation was centered around "Emotionally Connected: Navigating Digital Evolution”. Insights gleaned from our dynamic discussion: 💡 Soft skills training often takes a back seat to product and technology training, yet it's the human touch that truly enhances customer interactions. 💡 Burnout lurks around the corner in our digitally driven world; setting boundaries with leadership and mastering the art of managing up is vital for safeguarding personal time away from work. 💡 Prioritising mental health and wellbeing support is non-negotiable. It's crucial for protecting our colleagues and addressing the emotional toll of both work and personal challenges. 💡 Effective leadership requires heightened self-awareness and a deep understanding of team triggers to provide meaningful support. 💡 The nature of our roles can be isolating. Cultivating relationships with colleagues or trusted partners is essential for sharing experiences and gaining invaluable advice and perspective. 💡 Leaders bear the responsibility of setting the tone. Maintaining professionalism fosters a healthy and encouraging environment for teams to learn and grow. Huge gratitude to all our attendees and a special acknowledgment to Ray Biggs and Paul Gray from Ventrica. Let's continue championing digital well-being and excellence in customer experience together! #DigitalWellbeing #CustomerExperience #LeadershipInsights #CX #ContactCentres #CXFOEvents

Today's gathering at The Savoy saw a raw and honest discussion which was both eye-opening and inspiring. The conversation was centered around "Emotionally Connected: Navigating Digital Evolution”. Insights gleaned from our dynamic discussion: 💡 Soft skills training often takes a back seat to product and technology training, yet it's the human touch that truly enhances customer interactions. 💡 Burnout lurks around the corner in our digitally driven world; setting boundaries with leadership and mastering the art of managing up is vital for safeguarding personal time away from work. 💡 Prioritising mental health and wellbeing support is non-negotiable. It's crucial for protecting our colleagues and addressing the emotional toll of both work and personal challenges. 💡 Effective leadership requires heightened self-awareness and a deep understanding of team triggers to provide meaningful support. 💡 The nature of our roles can be isolating. Cultivating relationships with colleagues or trusted partners is essential for sharing experiences and gaining invaluable advice and perspective. 💡 Leaders bear the responsibility of setting the tone. Maintaining professionalism fosters a healthy and encouraging environment for teams to learn and grow. Huge gratitude to all our attendees and a special acknowledgment to Ray Biggs and Paul Gray from Ventrica. Let's continue championing digital well-being and excellence in customer experience together! #DigitalWellbeing #CustomerExperience #LeadershipInsights #CX #ContactCentres #CXFOEvents

Today's gathering at The Savoy saw a raw and honest discussion which was both eye-opening and inspiring. The conversation was centered around "Emotionally Connected: Navigating Digital Evolution”. Insights gleaned from our dynamic discussion: 💡 Soft skills training often takes a back seat to product and technology training, yet it's the human touch that truly enhances customer interactions. 💡 Burnout lurks around the corner in our digitally driven world; setting boundaries with leadership and mastering the art of managing up is vital for safeguarding personal time away from work. 💡 Prioritising mental health and wellbeing support is non-negotiable. It's crucial for protecting our colleagues and addressing the emotional toll of both work and personal challenges. 💡 Effective leadership requires heightened self-awareness and a deep understanding of team triggers to provide meaningful support. 💡 The nature of our roles can be isolating. Cultivating relationships with colleagues or trusted partners is essential for sharing experiences and gaining invaluable advice and perspective. 💡 Leaders bear the responsibility of setting the tone. Maintaining professionalism fosters a healthy and encouraging environment for teams to learn and grow. Huge gratitude to all our attendees and a special acknowledgment to Ray Biggs and Paul Gray from Ventrica. Let's continue championing digital well-being and excellence in customer experience together! #DigitalWellbeing #CustomerExperience #LeadershipInsights #CX #ContactCentres #CXFOEvents

A 5-minute strategy for creating an unbeatable work environment! We all know that internal competition rarely yields positive outcomes. Instead, Success is achieved through unity of vision, mission, and goals. Numerous organizations grapple with detrimental conflicts within the workplace due to: - Prioritizing individual interests over collective goals. - Lack of clarity in the organization's vision for employees. - Role confusion, overlap, and an undefined functional sequence. - Absence of team spirit, with each department working in isolation. These issues create significant weaknesses and hinder the organization's goal attainment. Consequently, It adversely affects productivity and overall performance in front of customers, making the foundation fragile and susceptible to external competition. In this context, Leaders are advised to implement a well-defined strategy that: - Fosters teamwork through targeted training programs. - Shifts from competition to support, building employee advocacy. - Clarifies the vision and provides training for employees accordingly. - Embraces leadership coaching and offers full support to employees. - Recognizes employees as brand ambassadors and invaluable assets. By adopting a policy that elevates the value of employees, the work environment transforms: ❌ From a conflicted and repellent space. ✔ To a healthy, attractive environment that enhances productivity. Internal loyalty positively impacts the facility's overall performance; and reinforces the idea of external loyalty, creating advocates. How? Through internal efforts to provide an exceptional CX that; - Reflects the facility's professionalism. - Elevates service levels, competing effectively. Now, the question for you: - Ready to transform your work environment to boost productivity? 💡 Booking for 2024 are available now for ; - Corporate training. - Special programs for professional leaderships. Feel free to DM "CX Power"! --------------------------------------- I am Walid Al-Hamdan Don't forget to follow and activate the bell 🔔 and follow me on 👈 #WKHCX 👈 Waleed AlHamdan #customerexperience #customerservice #cx #CXSnax #cxstrategy #teamsuccess #employeeadvocacy

As a customer centricity expert, I've uncovered the key to an exceptional customer experience – it all begins with your colleagues on the frontline. Ask yourself: Do you foster a caring and nurturing culture? The longevity of your colleagues in the business depends on it. Are you investing in their growth, enabling new skills, and offering competitive salaries with incentives? These elements shape a work environment where your team can thrive. Gallup's survey reveals a stark reality: only 8% of UK workers are engaged in their roles. In the US, it's nearly 35%. Why settle for a workforce merely surviving when you can cultivate one that thrives? A culture of fear stifles creativity, innovation, and agility – the key elements for progress. 👂Listen to your people. 🗣 Give them a voice. It's time to break free from outdated norms and embrace a culture that empowers and inspires within the workplace💡 You can read the full blog here: https://lnkd.in/eMZX8TUp #CustomerCentricity #EmployeeEngagement #InnovationCulture

When growth and success start to stall, most CEO's look back and share this big regret with me... "I was so focused on the bottom line and making it, that I didn't take the time to focus on the people that were helping me get there, until it started to cost me." In the fast-paced world of business, where metrics and profits often take center stage, it's easy to overlook a fundamental truth: happy employees lead to happy customers. Understanding the intricate relationship between employee satisfaction and customer delight can transform outcomes, not just internally, but also in the communities you serve. When your people feel valued, respected, and fulfilled in their roles, they become ambassadors for your organization. Their passion and dedication radiate outward, leaving an undeniable imprint on every interaction with your customers or beneficiaries. Here's why: #1 Engagement Breeds Excellence: Engaged employees are not just clocking in for a pay-check; they're invested in your mission. They go above and beyond to deliver exceptional service, knowing they are part of something meaningful. #2 Empathy and Connection: Happy employees are empathetic listeners who genuinely care about your customers' needs. They create authentic connections and an environment of trust and loyalty. #3 Innovation Flourishes: A positive work culture cultivates a fertile ground for creativity and innovation. People are motivated to think outside the box, and exceed customer expectations. #4 Retention and Referrals: Satisfied employees are more likely to stay with your organization long-term, reducing turnover costs and maintaining continuity in customer relationships. Moreover, they become enthusiastic advocates, referring new customers through word-of-mouth. As leaders, your role in nurturing a culture of happiness and fulfillment among your teams cannot be overstated. It's not just about perks and benefits, it's about fostering a sense of belonging, purpose, and shared success.

Research shows that a lack of trust affects your bottom line more than anything else. 👩🔬 That's right: trust. Not overhead, payroll, the market, or any other variable. It all comes down to trust. 💕 High-trust organizations have higher levels of: Productivity ✅ Innovation ✅ Employee Engagement ✅ Retention ✅ Revenue ✅ Customer Satisfaction ✅ Loyalty ✅ High-trust organizations are higher-performing—it’s that simple. But trust isn’t something that magically appears & remains until one day it mysteriously vanishes. Trust doesn’t happen by default, it happens by design. Behaviors build & break trust. And trust is a set of learned behaviors. 🤲 For next month's Culture Community, our own Leah Roe will be leading a conversation on "How to Scale Trust to Maximize Belonging & Results." 🎉 🎉 🎉 In this high-energy & high-impact session, you'll learn exactly why high-trust teams are higher performing, & the 5 Core Behaviors that powerfully & effectively build trust in teams. 🌟 Together with your teammates, you’ll learn how to apply these 5 Behaviors to scale trust throughout your entire organization. You’ll walk away equipped with strengthened confidence & new tools that you can easily implement right away. 💪 If you're ready to level up your skills, positively transform your culture, & confidently drive business results, sign up using the link in the comments! ⬇️⬇️⬇️ #ThePerk #CultureCommunity #BuilldingTrust #TeamCulture

This week I have been reading "The Experience Mindset" by Tiffani Bova. I was introduced to Tiffani at a vendor partner event my company hosted in Colorado perhaps 20 years ago where she was the guest speaker at dinner. In her new book she offers a compelling blueprint for organizational growth that pivots on the powerful synergy between employee and customer experiences. This book dives deep into how appreciating and enhancing these experiences in tandem can set off a virtuous cycle of growth, loyalty, and innovation. Bova employs a rich tapestry of case studies and practical insights, encouraging leaders to adopt a holistic view of growth that transcends traditional business metrics. Her argument is that the experiences of employees and customers are not just related but fundamentally interdependent is a clarion call for a strategic overhaul in how businesses operate. By presenting actionable strategies and thought-provoking questions, Bova not only charts a path for exponential organizational growth but also fosters a culture of engagement and appreciation. The focus on employee satisfaction reflects the 'Social' aspect of ESG, which emphasizes the treatment of employees, including work conditions, diversity, and inclusion. By prioritizing employee experience (EX), organizations demonstrate a commitment to the social pillar of ESG, acknowledging that a positive workplace is crucial for sustainable growth. For anyone looking to steer their organization towards a future of heightened growth and satisfaction, "The Experience Mindset" is an indispensable guide. Its lessons on balancing and leveraging employee and customer satisfaction are timely, echoing the evolving expectations in today’s dynamic business environment. #TheExperienceMindset #EmployeeExperience #CustomerExperience #Leadership #ESG #CorporateCulture #TiffaniBova

In the competitive realm of business, compassion and kindness are emerging as powerful catalysts for positive change. Fostering a positive work environment enhances employee satisfaction and loyalty, translating into heightened productivity and reduced turnover. Beyond the office, compassionate businesses build stronger teams, fostering collaboration and innovation. Customer relations benefit from empathetic interactions, creating trust and long-term loyalty. Companies extending kindness to their communities through social responsibility initiatives not only improve their reputation but also provide a sense of purpose for employees. In times of uncertainty, compassionate leaders demonstrate adaptability, resilience, and a positive outlook, contributing to long-term success. Contrary to the perception that compassion contradicts business competitiveness, evidence shows that it is integral to sustained growth. Businesses prioritizing compassion not only create positive workplace cultures but also lay the foundation for customer loyalty and societal impact. As we navigate the complexities of the business landscape, embracing compassion and kindness may be the key to enduring success in a socially conscious world. References: https://lnkd.in/eieX_Gse https://lnkd.in/eHBcqmzz https://lnkd.in/ew_AZZGj #compassion #teamwork #kindness #toxicleadership

📈 Are you intentional about improving your employees' experience (EX)? ✅ Doing so improves both people and profits. ➡ Gartner found that high EX human-centric work environments are: 3.1x more likely to see low levels of fatigue among employees and 3.8x more likely to exhibit high performance. ➡ Salesforce found that a company could increase revenues by up to 50% by improving the employee experience. 🤔 So....HOW exactly do you do improve EX? 💡 Building on research by IBM, my latest piece for Forbes shares simple actions you can use to improve EX across these 5 dimensions: 1.     Belonging – feeling part of a team, group or organization 2.     Purpose – understanding why one’s work matters 3.     Achievement – a sense of accomplishment in the work that is done 4.     Happiness – the pleasant feeling arising in and around work 5.     Vigor – the presence of energy, enthusiasm, and excitement at work 🙏Thanks to Beth Almes Stephanie N. and the team at DDI | Development Dimensions International, Simon De Baene and the team at Workleap, Teresa Amabile at Harvard Business School, Dylan Beynon Michael Petegorsky and the team at Mindbloom, Aliza Naiman Levy and the team at Olgam Life Plasma Donation Center and mmhmm for their contributions. #leadershipdevelopment #connection #communication #collaboration