“Followership is not a term of weakness, but the condition that permits leadership to exist and gives it strength.” -Ira Chaleff, The Courageous Follower There’s no shortage of advice out there on digital transformation leadership. Digital transformation followership , on the other hand… not so much. But here’s the thing. Companies and their leaders can’t flourish in today’s business environment without follower support. Leaders need followers to buy in, evangelize, and suppo

Most of us would prefer to love our customers, but the feeling isn’t always mutual. Customers can be unruly. They can hate your brand, openly or privately. They can ignite social media firestorms with a single click on a smartphone. The risk only grows in complexity when employees can get burned out and lose faith in your brand. Understanding why is a solid step toward getting in front of the problems. Here are five recent peer-reviewed scholarly studies on the stormy side of

By Stephanie Thum, CCXP Show of hands. Who’s setting business priorities for 2022? How the world understands customer and employee...

How are customers and employees really doing right now? What are they saying about their experiences? How are business leaders flexing their approaches, metrics, and measurements to stay on the pulse of experiences? Plenty of companies are out there asking these questions right now, people are responding, and the results are coming out fast in the way of reports filled with interesting nuggets, statistics, and ideas worthy of going into your knowledge arsenal. Here are five t

How does innovation change on virtual and hybrid teams? What should leaders do to foster innovation with their teams? Here are my ideas....

Great customer experiences are deliberately designed. The same is true for your employee communication systems. But! The question on this...

It's time to compare notes, friends! What: A Tweetchat hosted by Mitel Co-Hosts: Billie Hartless and Andy Grant of Mitel, and me When:...

We have learned a lot about virtual teams over the past few years. Now we need to understand hybrid teams. Hybrid teams are fluid. Some...

Data breaches, hacks, and leaks have become so ridiculously common that sometimes you can't help but wonder, "Should customers just expect to have their data stolen as part of their experience with a company?" If you’ve replaced your credit card over the past few years due to a breach or two or three, then it is possible you have wondered the same thing. No industry has been immune to data breaches. Tens of millions of customers have had their personal bank account numbers, c

Is it ever possible to have too many communication tools at work? There are a lot of ways to think about this, and opinions can vary. For...

Show of hands, who is coming up for air now that we're powering through 2021? Many of us have been in a full sprint with our work and...

Virtual team leaders really have to kick it up a notch to stay in step with their teams. The question on this week's Mitel Minute is:...

It has been argued that trust is the currency of business. Earned in drops, lost in buckets, as they say. Nobody has mastered the basics of trust. And yet, the subject of trust grows more complex and more critical for businesses and government agencies, every day. We all want customers to trust us. We all want our businesses to thrive. But customer trust has to be earned. At the same time, you must avoid breaking trust. Here are five trust-building strategies to follow. 1. Un

Today's Mitel Minute question: What are the most important skills for today’s global CX leaders? There are plenty of technical and...

Customer complaints are a common part of just about every business. Ignoring them can lead to the dreaded operational meltdown! So in...

This blog post is sponsored by Pegasystems. Peace out, PegaWorld 2021! Your virtual event gave us colorful branding, lively...

Organizational change is everywhere, all the time! Not just in the realms of customer experience and employee experience, but everywhere!...

This post is sponsored by Pegasystems. Digital transformation is no longer a subject on the periphery for customer experience...

Communication is everything. It's a familiar saying when we talk about what it takes to lead successful virtual teams. But you need more....

Gene Sutch knows not everyone who took a travel hiatus during the pandemic is ready to get back to flying. “But we’re here for customers...