How To Scale Your EX as a Startup

As a startup grows, prioritizing employee experience (EX) becomes crucial to establish a work environment that fosters engagement, drives business growth and enhances the customer experience (CX). However, many companies require assistance to improve their EX, which can lead to low morale, high turnover rates and disengaged employees.   According to Gallup’s 2022 State of […]

Addressing Inequity in the Hybrid Workplace

Did you recently, in the last few years, move your company over to a hybrid model? If so, then you may have noticed a plethora of benefits. As this HubSpot article noted, multiple studies and surveys have found that the hybrid working model and allowing employees flexibility regarding where and when they work can benefit employees and […]

Customer Success, Account Management, Professional Services, and Sales: Disentangling the Roles and Uncovering Their Strategic Importance

In the ever-changing business landscape, understanding the distinctions and interconnections among Customer Success, Account Management, Professional Services, and Sales is vital for fostering robust client relationships and driving business growth. This LinkedIn blog post delves into these four pivotal roles highlighting their differences, synergies, and strategic importance to an organization, along with insights from industry […]

Changing the Assumptions Around South Africa

In November, I attended the BPESA GBS Investor Conference in South Africa. BPESA (aka, Business Process Enabling South Africa) is doing some amazing work. This not-for-profit promotes South Africa as the new go-to place for offshoring business processes, spurring foreign investment in the country’s global business services sector. In addition to celebrating South Africa’s status as a […]

Undercover Burnout: Are You Ignoring the Signs Until It’s Too Late?

Burnout is a big issue that business leaders can’t afford to ignore. In 2022, a McKinsey Health Institute survey found that nearly a third of U.S. workers report burnout symptoms sometimes, often, or always, while more than a third report experiencing moderate distress symptoms — symptoms that impact employee engagement and workplace performance.   It’s easy to […]

5 Predictions on how AI will impact CX in 2023

Experts have been claiming for years that AI would revolutionize the way we do business. Back in 2018, Harvard Business Review claimed AI could be crucial in helping us automate processes, analyze data and improve both CX and EX. However, it’s taken another six years for AI to reach what McKinsey describes as “an entirely […]

CX Strategies Must Change as Companies Scale

Scaling your startup or mid-market business is exciting. It means growth. The business that you dreamed of starting years ago or that you have shepherded through the trials of early entrepreneurship is finally set itself up for future success that is so close you can nearly touch it.   Scaling, though, requires a lot of […]

Is Remote Work Right For Your Company?

In the Future Workforce Pulse Report, which took a look at the status of remote work throughout the United States in December 2020, we learned that nine months since the pandemic began and many employees began working remotely, nearly 42% of the American workforce remained fully remote. While hiring managers to expect that number to […]

Asynchronous: The Good, The Bad and The Ugly

“Asynchronous” — it’s just a fancy word for your team’s communication and workflow that doesn’t occur in real-time, but asynchronous communication can have big impacts on your organization, both good and bad.   Asynchronous communication and work allow for more flexible work schedules, collaboration across time zones, and more productive remote working environments, but on […]