This week I'm super excited to announce both the Top 10 Articles of December 2023 and that I've been invited to join the LinkedIn Top Voices (aka the LinkedIn Influencers program)!
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There are so many different tools that customer experience (CX) professionals can use to identify improvement possibilities, that it can be quite overwhelming. Because CX is a human-centered discipline, it doesn’t require a lot of fancy software to do it well. Mastering these five (5) tools will help you and your customers:
» Read the article |
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Guest Post from Mike Shipulski
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Best practice – a tired recipe you recycle because you think the world is static.
Emergent practice – a new way to work created from whole cloth because the context is new.
Worst practice – a best practice applied to a world that has changed around you.
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Drum roll please… At the beginning of each month, we will profile the ten articles from the previous month that generated the most traffic to Human-Centered Change & Innovation. Did your favorite make the cut?
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Guest Post from Shep Hyken |
Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and ...
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Guest Post from Stefan Lindegaard |
As the pace of change accelerates and becomes more encompassing, teams stand as the backbone of a successful organization. To stay ahead, teams must not only adapt to change but also leverage it to their advantage. So, how do we harness change management to ensure our teams remain robust and agile through ongoing transformations and uncertainties?
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Guest Post from Howard Tiersky
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Digital moves fast. Technology is changing rapidly, and changing customer expectations. Competitors are moving rapidly, and start-ups and tech companies are going after your customers. You have to be able to come up with new ideas, test them quickly in the market, make quick decisions about ....
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Guest Post from David Burkus |
One of the most fascinating concepts in the study of teamwork and collaboration is the concept of collective intelligence—the idea that when teams collaborate exceptionally well, they tap into a reservoir of knowledge and abilities that exceed the sum of each individual’s capability.
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Guest Post from Greg Satell |
In early 2004, Viacom announced it would spin off Blockbuster Video, leaving CEO John Antioco master of his own fate. He moved quickly to meet the threat posed by Netflix head on, launching Blockbuster Online in 2004 and, after successfully testing the concept in a few markets, ending late fees ...
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We hope you had a great 2023 and that your new year gets off to a flying start!
I hope you enjoyed this week's contributions from our guest authors. Future editions will arrive each Tuesday.
Please direct all speaking and workshop requests, commissioned writing inquiries, and podcast appearance queries to info@bradenkelley.com.
And, reply to this email if you would like to contribute articles to this newsletter.
Sincerely,
Your Host - Braden Kelley
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| Human-Centered Change & Innovation Weekly hosted by Braden Kelley, Seattle, WA, USA |
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