I recently attended a CX networking event – it’s always interesting to see what the latest thinking is and re-connect with your peers. At the event, I met up with former colleague – we compared notes on our respective (conservative) industries, talking about the need for greater flexibility in how we support customers. As more… Continue reading Do your people expect too much flexibility, or are you too rigid?
In both the “official” day job as Customer Experience Leader and the additional role of Co-chair of the LGBTQ+ network, I need to engage, educate and empower the people around me. In a number of recent interactions, it struck me that there’s a fair few areas of overlap in how you do this. It’s not… Continue reading Nurturing employees and customers is remarkably similar
As part of my own development, I recently received 360 degree feedback from peers, my direct reports and the management layer above me. It daunting to hear what people think and feel about you, so in this post, let’s look at why feedback matters, and how you might respond to it. Let me start by… Continue reading Why feedback matters (and how to respond to negative feedback)
Let me start this post by being clear – I don’t know the answer! But following a fascinating conversation with a respected contact, I thought it was worth discussing whether CX can help prove the value of a diverse workforce. The real challenge when I look at a typical diversity and inclusion (D&I) dashboard is that… Continue reading Can CX help prove the value of a diverse workforce?
If you wants to deliver a differentiated service to mark you out from the competition, the first place to look is within your existing team. Your best people deliver your values and behaviours in their customer interactions, but from a line manager’s perspective, it’s not easy to bring these aspects to life in brief weekly… Continue reading Creating a coaching culture
As it’s LGBT Pride Month, I thought it might be interesting to talk about allies. Of course, this discussion doesn’t just apply to LGBTQ+ community, it’s relevant for all aspects of diversity and inclusion – be that gender parity, sexuality, ethnicity, physical (dis)ability, mental health or any other part of society who may not have… Continue reading LGBTQ+ Pride Month: Who needs allies?
My employer actively promotes a flexible approach to work, and I’m proud to work for a company that embracing flexible working. Whilst some roles have traditionally been considered to have more flexibility (shift workers, those required to work at multiple sites, those working client-side), many have been tied to their desk in stuffy offices –… Continue reading #AllRolesCanFlex – 5 tips on being more flexible with your people
Having “outed” myself very publicly in the workplace, and openly discussed my mental health condition, it felt like a really huge, and uncomfortable step – but one I did not regret. I realised that unlike many other aspects that may mark someone out as “different”, mental health has a certain stigma still attached to it.… Continue reading Why mental health “issues” makes me uncomfortable
Many years ago, I fell in love with a Finn. We moved in together, got cats, bought a home together and got married. Living with a Finn exposed me to many aspects of Finnish language, life and culture. Our home is full of Iittala, Marimekko and Artek. We enjoy enjoy eating “poro” and drinking lonkero.… Continue reading What is Finland’s secret ingredient? – Sisu explained
So I recently came out – for those of you who know me, you’re wondering, “What do you mean? You came out as gay years ago!” Well this was a different coming out – this time I came out to admit that I suffered from a mental illness – depression. It was a culmination of… Continue reading A coming out story: 7 similarities between coming out and acknowledging mental health issues