Verandering is de enige constante in het dynamische bedrijfsleven van vandaag

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).

CX success starts with understanding employee experience

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.

Friction-fighters not fire-fighters: how to protect customer experience as you scale your business

Today, customers expect their interactions with every company to be quick, convenient, and contextual. Yet, when a company scales and begins to achieve exponential growth, the challenge of keeping pace with customer expectations grows exponentially, too.