Category: Employee Experience

How to build resilience as a black CX entrepreneur

The American Psychological Association describes resilience as the process and outcome of successfully adapting to difficult or challenging life experiences. Especially through mental, emotional, and behavioural flexibility.  As a Black business owner, there has been a particular need for me to develop a high level of...

How to take care of your employees: having a proactive, sensitive approach to mental health in the workplace

Approximately 1 in 4 people in the UK will experience a mental health problem each year. 1 in 6 report a common, recurring mental health problem each week. Around 3 in 100 people in England are diagnosed with depression every...

Burning bright without burning out – exploring the state of mind of the modern social media manager

World Mental Health Day is a timely reminder for organisations to examine the employee experience. Are employees happy, heard and valued? It’s widely understood that employees who feel fulfilled and personally connected to an organisation’s mission perform better – inspiring happier...

A behavioural scientist’s plea for building better EX strategy

It’s all about experiences these days. At the heart of the movement is the ability for businesses to manage experience in order to be successful, or as Qualtrics puts it: “Better people experiences. Better business outcomes.” It wasn’t always like...

6 ways to create an environment for employees to thrive

What does it mean to thrive in 2023? With the year being defined by substantial inflation and the looming presence of economic downturn, numerous teams have undertaken a singular objective: streamline costs while still maximising expansion opportunities.  It goes without saying that...

What is your onboarding process saying about your employee experience? 

The employee experience begins at the first point of contact. A good onboarding process can be defined through the 3 top things CX leaders are looking for: timely feedback, simple process, and time invested in preparation of interviews and the onboarding programme. If done right, employee onboarding brings unforeseen...

Focusing on employees’ experience will help telecoms better serve their customers 

Being able to provide the same service to all in the face of rapid technological development is the major challenges that telecoms providers are currently facing up to – and the best way to help their customers is to prepare their employees. Capita have recognised that differing key industries take on different approaches to their consumers. And...

People are your business: the new age of employee experience

In June 2023, I attended Qualtrics’ X4 event in London. It was an exciting day of product demos, panel discussions, keynote speeches, and even ended on an entertainment slot by Irish comedian Dara O’Briain! In amongst the busy day, I interviewed...

The best leaders excel at relationships: 6 traits of new leadership

Relationships aren’t transactional, but in business, it’s easy to fixate on the numbers, the deals, and the deadlines. However, when you prioritise building and nurturing meaningful relationships with customers, colleagues, partners, and other stakeholders, youcan unlock a more powerful path to success. Along the way, you’ll also find greater personal and...

Finding the balance with hybrid working

Businesses are still struggling to find the equilibrium with remote and hybrid working; ensuring that productivity and efficiency levels are high. Even though we have all been remote working at home for the past couple of years it is still new territory to navigate.  The shift...