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Ep. 92: How to create an extraordinary Employee Experience.

Creating a positive, meaningful and impactful Employee Experience starts with an outside-in perspective, i.e. focusing on how employee perceive their own experience rather than how the organization perceives the experience of their employees. Adopting an employee-centric approach is easier for companies that already have a customer-centric mindset. These companies understand that continuous testing, iteration, obsession for customer/employee feedback is the foundation for developing a...


Ep. 91: Building the employee experience in a rapid-growth company.

When a company grows big at a very fast pace, change is both constant and exciting. During periods of rapid growth, companies often revel in the glory of increased revenue, high performing teams, a sense of pride and belonging that comes with a positive trajectory. On the other hand, this success can also bring its own challenges – call them growing pains – that can create tensions, hiccups and negatively impact the company culture. As each new hire brings something new, influences and...


Ep. 90: Inspiring lifetime loyalty from employees.

“Many companies operate from the point of view that employers deserve the loyalty of their employees simply because the companies pay those employees.” Modern workers are less likely than ever before to remain at a single company for long periods. Job-hopping doesn’t mean loyalty itself has lost its value, it’s just that the concept of loyalty has evolved. Some organizations and leaders still excel at cultivating remarkable loyalty within their teams. But loyalty doesn’t stop when an...


Ep. 89: A dive into Microsoft’s Employee Experience.

Over the past few years Microsoft has gone through a culture journey, exploring what change was needed to remain competitive with the likes of Apple and Google. The focus on understanding their employees’ behaviors, pain points, and motivations from a point of empathy has led the organization to shift its mindset towards purpose, learning and development. “By fulfilling the basic needs of an employee first, you can then explore the true impact of higher self-actualization needs”,...


Ep. 88: Leading change in the intersection of Customer Experience, Employee Experience, and Organizational Development.

The digital transformation of the last decade has forced companies to embrace new mindsets and engage in new business models to respond to drastic changes in customer behaviors and stay relevant in the market place. Successful companies put the Customer Experience at the center of their corporate strategy. The focus, emphasis and empathy placed on customers as humans – not sales numbers in reports – has resulted in the personalization of the experience. Some of the same companies are now...


Ep. 87: How to build a ‘Remote First’ culture to grow your business.

When employees work remotely, it can be hard for them to experience the culture, feel connected to one another, be engaged and aligned with the company’s vision and objectives. Creating a thriving work culture for your remote team is actually not that difficult, but it does require establishing a clear vision, strong online communication, hiring people with the right mindset, giving them the tools they need to succeed and making everyone feel valued and included. Wiktor Schmidt, CEO and...


Ep. 86: Employee & Customer Experience – Connected & Activated.

We live in the experience age where the lines are blurred between our consumer and our employee experiences. We demand more of the workplace experience because we’re used to seamless digital experiences, great customer service as consumers. Organizations that have mastered the Customer Experience have recently shifted their focus on the Employee Experience. The EX and CX are intimately connected, and both have a critical impact of the overall business performance. Kaiser Permanente is...


Ep. 85: Bring Your Human To Work.

There’s been a lot of talk about making the workplace more human, more empathizing with employees’ needs, behaviors, aspirations. With the age of digitalization, where technology is so engrained in our personal and professionals lines, where life integration is the new norm, where remote work is surging and where people are expected to be connected constantly, we need to find the right balance between the use of technology, the design of more engaging and inclusive cultures, and the...


Ep. 84: Cisco Executive Finds an Unlikely Adversary in Middle Management to Drive Innovation.

Almost all companies talk about innovation, but regretfully most of them have no idea what it really entails. Innovation is not about inventing new technologies and developing disruptive products – it is about people. Innovation is a mindset; an entrepreneurial spirit that must be embraced by every employee. That is exactly why those in middle management are ideal drivers of innovation, and why organizations must ensure that they are the ones setting the example with this innovation...


Ep. 83: Breaking the rules of leadership.

In any organization, being a leader has nothing to do with a job title. Being a leader means being able to motivate and inspire people to do more than what their job description suggests them to do. You hear a lot of “leaders” complaining about their top preforming employees jumping off the boat. They always find excuses, but the reality is, people don’t leave jobs. They leave bosses. “Organizations know how important it is to have motivated, engaged employees, but most fail to hold...


Ep. 82: The Talent Acquisition function is becoming a Marketing function.

The recruiting process doesn’t have to suck, neither for the candidate or for the recruiter. Yet, for many organizations, the candidate’s experience is filled with poor user experience, lack of communication and transparency on where they stand, and a long process until a successful outcome. For recruiters, there is so much time wasted dealing with outdated technology, old-school and ineffective outbound efforts, and little visibility to measuring success. The most attractive...


Ep. 81: D&I means anyone has a seat at the table.

While there are many conversations happening about diversity and inclusion in the workplace, many organizations still see D&I as a numbers game, as well as a politically correct employer branding initiative. These companies just happen to be “diverse” because they hire without discrimination. In fact, they lack a proper strategy in place to make this diverse workforce included in the workplace. Without clarity on why diversity matters for the business, it’s no surprise that many of these...


Ep. 80: It’s OK to screw up.

Perfection doesn’t exist. Vulnerability, the acceptance of failure, is what makes leaders great. The common thinking of perfection leading to high-quality performance is a myth. Sure, it may work for a while, but it’s not sustainable in the long-term. Leaders who push for perfection burn out their people very quickly. Leaders who push for self-improvement, for taking risks and failing along the way – as long as you learn from these failures – eventually win. Failure has no correlation...


Ep. 79: Don’t be fooled. The digital employee experience matters.

Technology is disrupting the workforce experience the same way it has disrupted the customer experience. Humans by nature are reluctant to change, and so are companies – simply because organizations are led by humans (even though sometimes the “human” aspect is taken out of the workplace). While ultimately the goal of digital transformation is to create an agile organization with finely honed processes that responds promptly to customer wishes and preferences, the road to transformation...


Ep. 78: How to avoid drama in the workplace.

“Engagement is a choice. Happiness is a choice. What are you choosing today?” Cy Wakeman has challenged the conventional way of thinking in the workplace, in which leaders must inspire people surrounding them. There has been a mounting pressure placed on organizations to design engaging workplace experiences where employees feel inspired and motivated to bring their best. The thing is, no matter how much (or little) effort organizations in crafting such experiences, ultimately employees...


Ep. 77: How IBM approaches Employee Experience Design.

The war for talent has never been fiercer, and in an effort to attract and retain top talent, organizations have to shift from creating places where they assume people need to be to creating organizations where people truly want to be. The EX mix is different for every employee and for every organization. In order to attract and keep talent, and build successful teams, your company must become people centric to understand employees’ different wants and needs. Seeing the world through the...


Ep. 76: Lead with love.

Nurturing an organizational culture in which work has meaning and connects to a purpose (beyond making money) has become a competitive advantage in the war for talent. Every stakeholder in the organization (customers, employees, shareholders) benefits from an inspiring, purpose-driven and engaging culture. “Management is great if you want compliance, but if you want engagement, self-direction is better”, says Dan Pink. To build the workplace of tomorrow, it’s become critical to empathize...


Ep. 75: How HR leaders can shape the future of work.

The workforce is changing, and we must change with it. In fact, HR is going through the same disruption as Marketing went through 10-15 years ago with the rise of technology. “HR departments that grasp the value of the ‘digital workforce experience’ and its role in keeping people happy, productive, and engaged will lead the charge into the future. Those who don’t will find themselves woefully behind”. HR has historically been focus on processes, policies and compliance. HR leaders must...


Ep. 74: Salesforce’s formula to employee engagement.

There are as many formulas for success as there are successful companies, but there is one consistent variable that every organization needs to succeed — engaged employees. Employee engagement is hard to create and to maintain, and it comes with creating a people-centric, employee-experience-focused organization. As Richard Branson said, “Take care of your employees, and they will take care of your company”. According to Jacob Morgan, companies that invest in employee experience...


Ep. 73: Why your company’s candidate and on-boarding experience matters.

Virgin Media did a study and found that poor candidate experience cost them over $5M a year. Simply because out of 123,000 candidate rejections they made in one year, 6 percent canceled their membership. Candidates can be existing or potential customers, and the way they interact with your (consumer and employer) brand is intertwined. But more importantly, given the talent shortage we’re facing, if your candidate experience sucks, top talent will go to your competitors. In a time when...