Do your people expect too much flexibility, or are you too rigid?

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?

How you treat your leavers has an impact on your team

I’m shortly loosing one of the star performers in my team – she is moving on to a new, demanding challenge elsewhere.  I’m gutted that she is leaving, and despite my constant jokes with her, I’m also really sad.  When I was chatting about this with an acquaintance who happens to be leaving his current… Continue reading How you treat your leavers has an impact on your team

Nurturing employees and customers is remarkably similar

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

Combining roles to save cost is not always the right thing

Slightly cryptic title this week, but I was pondering a tricky issue whilst on holiday in our beautiful summerhouse in Finland (see the picture above for the view from the house at midnight!)  It’s an issue I’ve faced on more than  one occasion, and I haven’t always got it right.  A former colleague had contacted… Continue reading Combining roles to save cost is not always the right thing

Can CX help prove the value of a diverse workforce?

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?

Creating a coaching culture

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

#AllRolesCanFlex – 5 tips on being more flexible with your people

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