Qaalfa, Author at Human2outcome

Suite Success with Paolo Barbesino

Welcome to “Suite Success: The CX Leadership Series,” where I unlock executive insights on customer experience practices and practitioners from the outside-in talking with leaders who are not CX practitioners by profession (eg, finance, marketing, operations, legal, etc). These senior executives wield profound influence over how their organization prioritizes and implements customer-centric strategies. They share [...]

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The Role of the Devil’s advocate “10th Man” in Business

On LinkedIn there was recently a host of characterizations about toxic personas that should never be part of any leadership team — and yet they actually are. Such bad corporate citizens nurture the groupthink of these compact social formations that lead an organization. We also know that fighting groupthink is existential for any organization. Paolo states that [...]

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AI Transformation Can’t Happen Without Humans

A customer called and requested to return a product. The customer explained to Sue, the agent she was speaking with, that she needed to return a product that her husband ordered. He died a couple of days before receiving the package… As you can only imagine, the woman was struggling to speak and her emotions [...]

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The Power of Give to Get: How Reciprocity Shapes Our Actions

Does it happen to you that you go to the supermarket and feel attracted to a promotional test sample stand where they promote a brand of cheese, wine, or cookies? And then when you taste the free sample that they give you, there’s an inner urge in you to buy that product. Not because the [...]

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The Experience of Scarcity: creating urgency and exclusivity

A couple of weeks ago one of my neighbors bought a brand new car - Kia Stinger. As is customary with guys I congratulated him on the new acquisition and exchanged a few words about the car. It was a very brief conversation as we were just coming home with the two kids. What was [...]

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Perspectives on the Starbucks beta-experience with Web3 and NFTs

Starbucks closed its Odyssey beta platform— a pioneering NFT-based rewards program, on March 31, 2024. Odyssey was launched as an innovative extension of the traditional Starbucks Rewards in to the dynamic Web3 space. It promised unique experiences and rewards, such as NFT stamps and exclusive tours, emphasizing deeper engagement and community building. However, its conclusion [...]

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Sustainability Scope 3 – an opportunity for CX

CX professionals and sustainability experts should work together to improve the focus on Scope 3 emissions of their products and services. Scope 3 emissions are the result of activities from assets not owned or controlled by the business, but that the business indirectly affects in its value chain. But Scope 3 emissions are a contested [...]

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Rational vs Intuitive Systems: Which system are your customers using?

Think about the times you’ve been “of two minds” about something, whether it was about having a cake for dessert when you said to yourself that you’ll go on a diet or your gut was telling you not to trust that sales agent but the offer seemed of really good value? In all these cases [...]

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Purpose, Values and Employee Engagement

How does a business ensure that its people are happy and willing to make that sacrifice for the greater good of the business? It helps and perhaps is even necessary that they all share a common purpose. John Kotter and James Heskett, “Corporate Culture and Performance“, found that companies operating with a shared sense of [...]

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Winning by Losing: Loss Aversion and the Endowment Effect

People hate losing much more than they like to win and like to keep to what they already have. Learn how to use these. Imagine that you are a sales agent selling home insulation. You can talk to people about the benefits of insulation and that they can save 50 cents a day by insulating [...]

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Author: Qaalfa