There are many factors that are changing the way we approach human resources, from attracting and selecting talent, all the way through to talent development and retention. Whatever the external influences, the fact is that this change requires new applications in the way we think about our people and design our people management strategies. One of the most recent trends is Design Thinking, and how it can be used as a tool to understand and improve the customer experience of HR.Read More
Over the last couple of years, we’ve been increasingly hearing about the concept of Continuous Listening being applied to employees - just as it has long been used by marketing to understand and act upon customer sentiment.Read More
As a consumer of various services, like banking, I’m occasionally frustrated by the surprising complexity of doing simple things, stuck in some multi-layered voice system or surfing across internal silos (sometimes in an endless loop) when trying to resolve an urgent problem.
I like to complain about customer service as much as anyone, but I must admit that on average, my experience has improved dramatically in the past few years as some of the better players out there have upped their customer service game…Read More