Recognition

Meet Sandra Thompson - Customer and Employee Experience Educator and Tedx Speaker. Her superpower? Improving customer and employee experience.

Whitnee Hawthorne, has been ‘piloting’ her way through a career in the travel industry and customer service at breakneck speed and even now is just taxiing down the runway at her next big opportunity as SVP of Travel Experience for TripActions.

The Great Resignation is a hot topic right now, and there are many HR professionals and leaders looking to find the root causes and ways to retain their top talent within their own business. But instead of talking about ‘retention’ and ‘turnover’ and implementing over the top initiatives that gloss over what people are really looking for, we think Cheryl DeSantis, Chief People and Diversity Officer for SmileDirectClub, has a far better idea – and it comes from a much more human place.

Dr. Patti Fletcher — Forbes contributing writer, award winning CMO and bestselling author, shares some breaking statistics at the Global Frontline Experience Summit 2020. 75% of change management programs fail.

Before we can understand the connection between EX and CX — we must first understand the key differences. The first difference Mike highlights is the balance of power. Think about the good old saying “The customer is always right”. When you apply that to the employee, it doesn’t have the same ring.

Jim’s Mowing's incredible success didn't happen overnight. It was based on clearly defined service standards; a genuine passion for people and an obsession with asking the same question every day – “How can we do better?” 

how do you engage staff and customers alike to build a culture of pride and self-leadership and make those who are often working unsociable hours feel seen and valued? Lisa MacQueen, CEO of Cleancorp, knows the answer to that question better than anyone.