Category: Uncategorized

Seven Mindsets to Awaken Your Innate State of Aliveness (free guidebook)

Too often we try and achieve happiness thinking that it is the key to everything in life. But this isn’t what we should be striving towards. Happiness can be transient and quickly upturned when something we perceive as negative occurs in our lives. There are things we think we want in life, but when we actually get them, we’re not always satisfied. What I’m inviting you to search for and reach instead is a state of ALIVENESS. The opposite of [...]
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Webinar with Frans Leenaars, CMO, TUI on the Science and Heart of Customer Connections

Zhecho Dobrev of Human2outcome will be talking with Frans Leenaars, CMO,  TUI (the about the Science and Heart of Customer Connections. Tui has long worked on improving their CX to achieve a  high level of emotional engagement with their customers. So this should prove an interesting exchange of ideas between the C-level practitioner and the deep dive expert.  It seems certain there will be some good learning in this one. This webinar is part of the Stampix series hosted by [...]
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DACH Customer Excellence Awards & Summit 2023

Our global tentacles in CX... we are judging the German CX standard at the DACH Customer Excellence Awards & Summit  which will take place on October 13, 2023 in Wiesbaden. Companies present their initiatives in a congress-like setting in Wiesbaden the the DACH region's leading CX professionals network. Feiern Sie mit uns Ihre Kundenerlebnisinitiativen. Der einzige Event von CX-Experten, mit CX-Experten für CX-Experten & CX-Anwender.  der DACH Customer Excellence Awards & Summit findet am 13. Oktober 2023 in Wiesbaden. Nehmen [...]
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CX culture through CX stories – how to celebrate CX champions (webinar)

What is a CX culture, what does it mean to be truly customer-centric? How do you usually recognize frontlines? Join Jihane Srour - Tehini (Thu, Sept 28 @6pm GST) for an insightful discussion full of practical tips on how to celebrate CX champions through powerful, memorable CX stories that boost employee experience and impact the overall CX culture. As a relentless advocate of the voice of front-liners, Jihane will share simple effective strategies that can boost employee experience and bring customer [...]
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Dare to Un-Lead: An authors’ leadership conversation (Sept 23 in Dubai)

If you are in #Dubai on Sept. 23, join Qaalfa Dibeehi and Céline Schillinger for a stimulating in-person conversation around #leadership...   and un-leadership, of course! Qaalfa is a Partner with Human2Outcome, a firm dedicated to leadership transformation. He is a former Dean of the Customer Experience Leadership Institute at Majid Al Futtaim.  He is also on the Board of Directors of the Customer Institute. Celine is a leadership guru who has practiced what she preaches - she has un-led an [...]
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AdvMediaLAb (Italy) interview of Zhecho Dobrev on the “The Big Miss”

We are active globally...   The interview is in English. See below   Le persone non dicono quello che pensano, non sanno quello che pensano e soprattutto non fanno quello che dicono: punto. Si parte da qui, con questo libro di Zhecho Dobrev, e ci si tuffa nel grande omissis delle strategie (di marketing, di CRM, di CXM... chi più ne ha più ne metta): cosa provano i clienti? Con una prosa semplice e interessante, con tanta ricerca scientifica a supporto e [...]
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Customer eXperience… the subtlest wild creature there is!

During the past decades, I've repeatedly seen businesses that deteriorate, while management is enjoying a nice view on slides of their super satisfaction scores! Want an example?, I'm sure you'll find one or two, in your memory; brands that you recently stopped doing business with, or decreased your spend at, even if you looked satisfied, before you suddenly disappear! Customer satisfaction, at least in the way business measure it, isn't highly correlated to business continuity, anymore.. The key missing piece [...]
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Is it time to rethink the way you collaborate, engage and reward?

Are your ways of working outdated? We regularly measure and monitor performance of individuals and teams through scorecards and dashboards. At the end of a project, the team schedules a debrief, or in agile, a retrospective meeting. The team usually asks questions like, what worked, what didn’t work and what can be done differently next time. Looking into the organization’s ways of working is important not just as project milestones are accomplished. It’s an activity that should be done periodically [...]
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The positive impact of “skip meetings” on company culture

Horrible bosses' power tactic: Place the webcam so low from their faces to seem like a large shadow haunting the employees. Sadly, I witnessed this in the past. And I had to live with that boss breathing down our necks and making employees feel like nothing. It’s not to me to say whether he transformed the company culture from grade A to grade D with manipulation and authoritative tactics, inciting fear in the employees. But not all bosses are like [...]
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