Tag: Leadership

Leadership & Employee Experience: The Impact of Executive Accountability on EX

Work is messy these days. People are balancing shifting hybrid routines, office return demands, and AI tools showing up faster than anyone can adapt. The pressure is clearest in places where leadership & employee experience aren’t pulling in the same...

CXM Talks to Michelle Ansell About Leadership Recruitment in the CX, DEI and AI Era

Michelle Ansell has hired more leaders than CXM has had corporate-branded pens and notebooks, making her the ideal person to ask about the changing recruitment landscape at the highest tiers of business and recruiting for the top jobs. We had...

Tariff-Proof Your Business

Faced with an unpredictable economic environment led by frequently changing US policies, executives must navigate a landscape riddled with volatility. Tariffs, rising supply costs, and squeezed margins threaten growth. Shareholders, employees and customers demand clarity on how leadership will weather...

Workplace Robots Aren’t the Problem, Poor Leadership Is

As artificial intelligence becomes more embedded in customer experience roles, a surprising challenge is the emotional impact on employees. According to new research from ArvatoConnect, many contact centre workers in the UK feel uneasy, not because AI is taking over...

Most organisations are badly run, says expert

Most organisations are badly run. Anybody who has ever been an employee has an anecdote about a dysfunctional organisation, populated with inexplicable decision making, toxic culture and crazy line managers. “Most organisations are poorly run, and there are repeating patterns that...

UK CIOs warn of unrealistic expectations on big AI bets

AI might be the latest dream ticket for leaders, but technology leaders are best placed to highlight the issues with it, as found in any new technology. A new survey exposes those roadblocks to UK company plans, with a mix...

Turning tension into triumph: The art of managing workplace conflict

No matter who you are or where you work, there is always potential for a disagreement to cause tension in the workplace. Differences of opinion are inevitable; in fact, they could even bring learning, creativity and new ways of thinking....

Leaders must start planning for uncertain times

Since returning to office, US president Donald Trump has sewn chaos and uncertainty. Whether he is playing with the idea of a global trade war, or making outlandish offers to buy countries, his calculated attempts to wrong-foot everybody have created...

Mark Bishof charts a new course for Medallia

Medallia introduced seven AI products, officially unveiled its new look corporate ‘dream team’ and pledged to reinvigorate customer relations at its global conference last week. Mark Bishof, just three months into his role as CEO at the software vendor, used...

Bruce Temkin wants to create human-centric organisations

Making money and delivering growth are at the core of modern business leadership. Deliver these two things, and the rest will take care of itself. In the late ‘90s things started to slowly change. Organisations became more aware of the...