Conall

CX Leadership

By Vicki Scott As the world comes to grips with the COVID-19 pandemic, our reality as consumers has shifted to one of empty store shelves, long wait times, changes in store hours and even store closures. However inconvenient this may be, it is important to note that retail workers are among the highest risk frontline workers next to healthcare providers and essential service providers. For some consumer-based businesses, they may even fall under the essential service guidelines announced by government; this may include grocery stores, drug stores, pharmacies, financial institutions and postal outlets. As such; workers in these industries do not

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By Dale Lawrence The traditional model for transformation projects is to plan, build the business case, go through financial gates, estimate benefits, project plan, go through more approvals, stakeholder analysis, more approvals, assemble the team, launch project, seek more funding, start strong but then things start happening. Delays, impacts to areas of the business that were not expected, funding issues, more delays, resistance is building, watch out! Many major projects start with different project team members than they end with because the project takes too long. The perception is the business world moves fast but your business moves too slow. In

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By Eric Johnson The customer care agent is the lifeline between the organization and people it serves, and should be viewed as such Customer care is the first line of customer interaction with many organizations and not surprisingly is the source of many customer complaints regarding service or other aspects of an organization's business model. Ironically, within many customer-facing organizations, customer care is considered the least “valuable” regarding position, salary, expectations, and a host of other metrics both internal and external. Based on our experience, this approach should be updated to reflect the growing level of information consumers have and the swiftness at

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