These days, companies are rushing to push more of their customer contacts to digital channels. That’s because the benefit of embedding digital support tools, such as SMS, chat and assisted AI, into the overall customer experience (CX) is clear. These tools help companies boost customer satisfaction by giving agents the...

In their song, “Hello, Goodbye,” Lennon and McCartney wrote, “You say, ‘Yes’, I say, ‘No’ You say, ‘Stop’ and I say, ‘Go, go, go’ Oh no” McCartney was the primary writer, and he wrote the song when meeting with an assistant of The Beatles’ manager, asking for opposites to the...

If you’ve climbed to the top of the leadership ladder, you’re in a position to throw others a line to join you. So, share your hard-won knowledge with your peers and younger generations entering the workforce to encourage innovative thinking and growth. Try these three tips to transfer your knowledge...

Starbucks Corp. named Laxman Narasimhan its next chief executive officer (CEO). Narasimhan most recently served as chief executive officer of Reckitt Benckiser Group Plc, an Anglo-Dutch consumer goods company, which owns brands such as Dettol, Durex, Harpic, Lysol, and Veet. Narasimhan, 55, will join the coffee giant on October 1,...

As a CEO or C-level executive, you may feel that your biggest financial opportunity from your services with a new company may not be your cash compensation, base salary or bonus, but rather your equity package. There may be one or more of several reasons you feel you have a...

Over the last decade, there has been a sharp increase in the expectation for leaders to use data to guide their decision making. Data is a useful resource in our organisations because it helps us understand how we are performing, where things are going well, and where we should focus...

Kelly Kubicek loves a challenge. Whether she’s streamlining government payroll systems or putting the ‘human’ back in human relations for multinational corporations, her ‘get it done without being a jerk’ mentality has won her legions of returning clients and top-notch recommendations.  The founder of Fulcrum HR Consulting has saved the...

The landscape of work has been rapidly changing over the last couple years. With the rise of remote teams working together, virtual meetings, and hybrid dynamics, there should also be a system update to how CEOs view their positions. It’s no longer enough to sit atop the pyramid of your...

The last two years have been a turbulent period for businesses across almost every industry. Some businesses have struggled to stay afloat, while others have adapted their operating models and have prospered. For those that have struggled, a laser-sharp focus on efficiency has become integral to their success.  When businesses...