Leadership

This article was originally published on ThinkHDI.com in May 2020. Everything is a pilot. That’s a line I’ve repeated countless times throughout my career. Whether it’s large projects, new initiatives, smaller ideas, I believe that everything a leader does should be considered a pilot. Driving change and continuous improvement often necessitate an iterative approach. Sometimes […]

This article was originally published on ThinkHDI.com in March 2020. If you ask many who provide service to customers, there is a significant problem affecting many organizations. There is a lack of collaboration between teams and departments. With new technology, processes, or tools thrust upon support teams; many team members don’t feel part of the

The world and workforce have gone through tremendous changes. Has the approach to managing teams evolved enough to provide employees to feel a greater sense of empowerment, though? Significant changes require trust. Never has trust been more needed than now. Gone are the days where it’s easy to connect with an employee face-to-face in person.

In today’s hypercompetitive marketplace, there is a war for talent. Everyone has their own preferences and ideas about how work should be completed. We’ve seen the rise of the Gig Economy, with many looking to go out on their own in search of what’s next or starting up a side hustle. For some, building something

In today’s hyper-connected, always-on world, it’s getting harder for many people to disconnect from work. Long hours, early starts, working through lunch, being on-call, or catching up on emails late at night, many professionals are incredibly dedicated and hard-working. Commitments vary, so it’s unreasonable that most employees want and expect increased workplace flexibility with their

In recent years, it sure seems like a lot of attention focuses on Customer Experience. Many companies focus efforts toward creating “exceptional” experiences for customers, to wow them, serving as good social media stories. With so much focus on Customer Experience, it seems like it has come at the Employee Experience expense. The pressure to

I’ve been fortunate to build and lead many different teams across a variety of industries throughout my career. Whether in retail, at the university, the car rental industry, or leading a global product support team, I’ve also worked with many different types of leaders. Some were good; some were bad; a couple were terrible; a

The connections forged across departments are vital in ensuring alignment to support and enhance the customer experience. Throughout this post, we will talk about how to knock down walls and silos in your organization to help improve both the employee and customer experience. Walls And Silos Exist In All Organizations Ask anyone what some of

Every leader’s mission should be to create an environment where everyone is continually striving to improve their performance and output. We live in an ever-changing world. If businesses are not continuing to evolve and improve, competitors and market forces will negatively impact them. It is about individuals, teams, and companies getting better every day, improving

In a lot of recent posts, I’ve talked about the importance of the team. Whether it’s elements of a strong team or championship-level team performance, there are some correlations between sports and business. Every organization has the same goal, and that is, they want to win. The prize, whether it is fantastic results, increased revenue,