Leading customer experience isn’t easy — and it’s not supposed to be. In fact, if you feel like it’s an uphill battle, that might mean you’re actually doing the real work of CX: leading people, not just managing systems. In my new LinkedIn article, I share three key leadership skills that separate CX winners from […]
Employee engagement isn’t just a perk—it’s a strategic advantage. When employees see how their work connects to a larger purpose, productivity rises, turnover drops, and workplace culture thrives. Leaders must actively bridge the gap between daily tasks and organizational impact—because when purpose is clear, performance follows. Read my most recent article in reaction to the […]
As Hostelworld considered a pivot from a hostel booking platform to a mission-driven company fostering social connections, CEO Gary Morrison knew that cultural transformation was essential to support the business transformation. To align with this new direction, Morrison implemented an innovative, AI-powered performance review system from Incompass Labs. This approach enables unbiased 360-degree feedback, focuses […]
If you’re considering issuing an order to your employees to head back to the office, you might learn valuable lessons from the differences between Amazon and Dell approached the change. For example, a significant change in employee experience such as an RTO order is one of the most important instances in which leaders should apply the […]
“Is having a sacred playbook an asset that companies should preserve at all costs, or does it become a liability holding companies back as the world around them changes? Is there a point at which a company’s size, growth, and industry-spanning tentacles make a unified culture of decision-making and inventing impossible?” These questions, posed in […]
The failure of most DEI efforts result from the approach most commonly employed by companies. Reliance on programs and targets—such as employee resource groups (ERGs) and hiring quotas—without addressing the fundamental values and culture of the organization, only leads to additional bureaucracy rather than a genuine sense of belonging. While dedicated programs and metrics are […]
Brand power comes from keeping – not only making – promises. And to keep your brand promises, your brand and culture must be aligned and integrated. In other words, brand-building requires brand-culture fusion. But a recent HBR article by Roger L. Martin, former dean of the Rotman School of Management, and a couple of LinkedIn […]
“Know thyself.” For centuries, this has been the motto of great leaders. Now, here’s a tool that helps you do just that. It’s a new twist on a SWOT analysis that will help you uncover new insights about yourself. Instead of looking at Strengths, Weaknesses, Opportunities, and Threats to your company, look at your Self, […]
Mentoring is a valuable path toward growth and development. A mentor can share insights from their expertise and experiences to help you grow and develop – and being a mentor can help you achieve clarity and focus as you reflect on your own development. A few pointers to get the most out of mentoring: Start […]
Your core values can’t simply be words on your website or on a poster in your office; they must be used. Learn how Amazon uses its core values in my new post on LinkedIn: Do You Use Your Core Values Or Just Talk About Them? related: Do Your Core Values Have Teeth? Fusion: How Integrating […]