2022 was the year that corporate interest in employee experience really took off. A decade after the need for customer experience (CX) became mainstream, organizations became increasingly focused on what some consider “CX for employees.” Even Forrester Research, one of the early champions of the importance of CX, stated that...

In the Digital Age, businesses run on technology, especially information technology (IT), we’re always looking to find areas for improvement and increased efficiency. How do we find them? One way – the way IT has done it historically – is to wait for a complaint or request from someone connected...

With most businesses reliant on technology for optimal business operations and customer outcomes, there’s undoubtedly a need for CIOs to provide their CEOs with assurances that business-as-usual (BAU) IT operations are fit for 2022 and beyond. But, in competitive advantage terms, these BAU IT operations are merely table stakes for...

As a CEO, the term “XLAs” – short for eXperience level agreements – might look like a consultant-created buzzword that’s been designed to suck even more money, in the form of advisory fees, from your company. However, the use of XLAs – through improving the employee experience and productivity in...

A Forbes and McKinsey study found that $900 billion was wasted on digital transformation projects in 2018, with 70% of digital transformation projects failing. Now, as the world tries to rebound from the global pandemic, 80% of organisations have accelerated their digital transformation strategies to meet both internal and external...