Zelf heb ik, in verschillende rollen -manager, product eigenaar en nu als management & change consultant- uit eerste hand de transformerende kracht gezien die effectief leiderschap heeft op organisatorische veranderingen. Met vallen en opstaan heb ik geleerd (en leer nog elke dag nieuwe dingen) welke cruciale rol leiderschap speelt bij het sturen van succesvolle verandering(en).
Het belang van het erkennen en waarderen van individuen en de teams waartoe zij behoren, lijkt (soms) onderschat te worden.
When transitioning to become a customer centric business, your business will encounter many challenges. Having a solid change management strategy will prevent many mishaps from becoming bigger issues.
Stephen R. Covey’s bestseller ‘The 7 Habits of Highly Effective People’ is one of the most influential business books of all times, selling more than 40 million copies and inspiring and transforming leaders all over the world.
With so many technology implementation projects failing to achieve their core objectives, here’s what you can do to ensure the business embraces legal tech. The…
Customer experience exists whether you are intentional about it or not. After all, your customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey.
Better employee experiences make for better customer experiences. According to research from Oxford University, workers are 13 percent more productive when they are happy, which should ultimately empower them to do better work. Patrick Lencioni, the author of The Truth About Employee Engagement, believes that employees want to matter and feel that their work is having an impact on the organization.
How good is your CX? If you’re like many organizations, you may not truly know. You certainly think CX is a priority. You’ve invested in redesigning or upgrading your CX. But do you actually know how your customers feel about the CX you deliver? It’s no wonder so many of us don’t know how we’re doing—96% of customers won’t tell organizations if they’ve had a bad experience.
The value of customer experience (CX) design and management has been well-established. And CX maturity models have been used for several years to guide, measure, and improve companies’ performance on CX. Now that businesses are waking up to EX as an equally valuable organizational competence, an EX Maturity Model is needed.
It’s no secret that search engines are moving toward finding ways to measure this experience. Google’s page experience update (which is now officially rolling out) and the introduction of Core Web Vitals are a move in that direction.