We hear a lot today about employee engagement. But according to the Hay Group, “engagement alone does not drive employee effectiveness.” Employees also need to be enabled. In other words, employees need to be in the right role and given a supportive environment with no significant barriers to ...
During the first two webinars in our Knowledge Is Power series, we learned how Knowledge Management, when done well, can provide tremendous benefits to your customers, employees and organization.  We all probably know that KM drives business outcomes, but how does it generate value? How can you ...
I originally wanted to title this blog “Answering the Musical Question: How Do You Know What You Don’t Know If You Don’t Know That You Don’t Know It?”  Then I realized that the title had so many characters that it would pretty much exclude me from Tweeting about it, so I decided to back off and ...
We want our operations to run more smoothly, efficiently and productively. We need insights into how and where we can make changes to help achieve better results. We strive to allocate resources and effort for improved outcomes. How can you tackle these business challenges? I recommend the ...
CRM Xchange Virtual Conference November 3; Best Practices Roundtable Verint’s Rajeev Venkat, senior director, solutions marketing, will present “E2 = CEO” as part of the “Best Practices in 60 Minutes” roundtable at 4 p.m. ET with an emphasis on employees and the enterprise for successful Customer ...
Improving customer experiences is a top-ranking priority for almost all businesses. However, many organizations haven’t found ways to accomplish this goal. In fact, a common misconception is that simply adopting new technology or processes is enough to ensure customer satisfaction and loyalty. This ...
Trust is an under-rated value in many organizations, but research shows it has significant impact on business performance. And, according to the 2015 Employee Engagement Benchmark Study by Temkin Group, companies with highly engaged employees have stronger financial results and above-average ...
As I discussed  in last month’s blog Creating a Customer-Centric Culture, the president of a division of a Fortune 500 utility company drives her organization’s customer engagement optimization strategy by incorporating a combination of business and workforce optimization initiatives.   I met with ...
Ever since the creation of the front-facing smartphone camera, the “selfie” has exploded in popularity—especially among younger people—with millions of one-armed photos flooding the Internet. While selfies are a form of self-expression, they also indicate a paradigm shift—a greater focus on ...

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