Successful companies such as Netflix or Amazon have shown that being an agile organization pays off. But how to maintain agility when a disruption like COVID-19 arises? And how to build an Agile mindset on leaders to make them the main drivers of a change that is necessary to deal with the crisis?
Agile leadership, the key to facing COVID-19 Read More »
COVID-19 has had a strong impact on organizations. The employee experience has made a 180-degree turn, with employees having to deal with new remote work practices, job uncertainty, and personal emotions. If we don’t want the change to smash us, we need to act now. Below, three changes of attitude I propose to face the crisis.
3 necessary changes of attitude to deal with the crisis Read More »
In this article, I would like to share a personal experience as a customer, and some thoughts about what I believe is a very common mistake in Customer Experience. I will also share some ideas to help prioritize the customer experience over the standardized processes when the situation requires it. The key is to always put the customer at the center.
CX Rules: Answering the Customer should always be the priority Read More »
There are numerous companies that support significant changes in its operation, structure, and business basing its transformation plan in communication and training actions as the only resources. I have stated in a previous article that, although these are necessary tools, they happen to be insufficient by themselves. Below, I would like to share some thoughts about training.
Training without learning is no training Read More »
As I stated in previous posts, a Change Management strategy that seeks a truly positive and sustainable transformation cannot base its action plan solely on communication and training. These are both necessary but insufficient by themselves. In this article, I would like to share some thoughts about communication.
Effective communications are self-reflective Read More »
2020 has been a year of major changes in organizations. Some of them have simply helped us survive but others, more significant, will remain. I would like to pass on to you 10 lessons I learned, and which I believe should mark the way for the next cycle.
10 lessons learned in 2020 Read More »
Experience is a sum of perceptions that impact decision making. Purchase decisions in the case of customers, but also of recommendation or criticism by the members of the company. But how to ensure practices that improve the experience not only of the client but also of the employee?
Transforming organizations means building positive experiences for employees too Read More »
The use of change management methodologies has proven very good results and every day more and more organizations understand their importance. However, there are still those who do not get it. And, to some extent, they are right. Because what they are seeing is not real change management. Below, some suggestions to approach transformations in a holistic way.
Towards a new comprehensive paradigm of change management Read More »
