Category: Uncategorized

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Are your ways of working outdated?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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5 Reasons Your Team Doesn’t Trust You

It takes a lot to build trust. In preparation for my birthday, my husband searched for hotels and other places we could consider for our family’s celebration. He carefully read through their websites and checked online forums for reviews of other customers. He wanted to make sure that we spend our time and money wisely. On the other hand, I was doing my own research about getting a puppy. I carefully looked through the profile of owners/breeders, asked questions and [...]
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2023 CX strategy checklist

2023 CX strategy checklist: Seven priorities for your CX plan

Many of us are happy to see the back of 2022. But are you ready to deal with the scars that the aftermath of the pandemic, the disrupted logistic lines, the ongoing war, and the cost of living crisis have left on customers? Are you ready to face the challenges of 2023 and the transition to a more data and AI-led way of doing business? There is a difference between working IN the business and ON the business. So is [...]
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Innovation never sleeps

Innovation Never Sleeps

As an innovation expert, I once had a conversation with a Human Resources professional about the typical profile considered for innovation roles in his organization. Amazon has established a unique approach to identifying top innovation talent through its 'bar raiser', which removes bias from the hiring process and screens candidates with strong hard skills against the psychological traits of a 'builder'. This is because: ’Amazonians are builders’. However, what caught my attention was when the HR professional stated that only [...]
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The Biggest Miss on Business Radars

Hands up, if you think relationships are essential in business? A forest of hands go up in the air every time this question is asked. But exactly how important are relationships when you compare them to product quality, price, ease of use, customer service, digital self-service capabilities, and so on? I conducted a several-month-long research project with data collected from some 18,537 customers of 24 large organizations from 9 different industry sectors. The data was analyzed using structural equation modeling [...]
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4 Mindset Shifts to Make You a Better Leader

4 Mindset Shifts to Make You a Better Leader

Being a leader is hard. More than a decade ago, at a very young age, I became a manager. I was used to getting great results as an individual contributor, by myself, through my own good work. So when I became a manager it was a major struggle for me, a Type A employee, to have to depend on others for my results. Why can’t I get them to do the work and deliver results? Thanks to mentors, training, books, [...]
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