An increasing number of organisations are appointing people into senior Customer Experience roles. As the experience economy grows the expertise of CX professionals will become even more valuable. The early challenges are the greatest, so this article will be most valuable if you are new to Customer Experience or are a leader in an organisation starting it's CX journey.
As many talent management professionals will know the big white elephant in the room with ‘Gender Pay Gap’ painted on its side is not going away anytime soon. Do we still need convincing that gender diversity is worth making a priority for our talent strategies? Here’s some of the evidence and a challenge to tackle our culture not quotas:
Five years ago this week I joined the TwentyOne Leadership team. While it may have been a big career decision to make at the time, it was also one of the easiest...and best decisions I have made. The milestone got me reflecting on my experience and the things I have learnt over the years. Things I would share with myself if I was just starting out on this adventure. Enjoy ‘5 years on, 5 things learnt’.
Many people grow up idolising popstars, movie stars or superheroes. I didn’t. Instead my heroes were called Geoff, Michael, David and Ossie. They were spectacularly normal in the best sense of the word. Those heroes taught me how anyone can be an everyday hero and I’d like to share how you can be one too.
“There are only two days that nothing can be done. One is called yesterday and the other is called tomorrow, so today is the right day to love, believe, do and mostly live [Dalai Lama].” This quote recently came up on my Facebook feed and it instantly made me reflect on my own personal journey around the principles of mindfulness. Now, before I go on, let me start by admitting I don’t do ‘fluffy’, I’ve spent the last twenty years working in learning and development with an open mind but my pragmatism will always override. In my opinion, this stuff does work and for the past couple of years has given me some incredible insight, particularly around how organisations can retain their top talent.