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Companies have learnt from their customers that great experiences are rewarded with greater loyalty and engagement, driving a windfall on both top and bottom lines: Customer satisfaction up 20%, Revenue up 15% and Cost of serving customers down by 20%
As a consumer of various services, like banking, I’m occasionally frustrated by the surprising complexity of doing simple things, stuck in some multi-layered voice system or surfing across internal silos (sometimes in an endless loop) when trying to resolve an
Employees and HR functions alike find themselves on the eve of the fourth industrial revolution. The World Economic Forum states that current changes are so severe in respect to their velocity, scope, and systems impact that they will most likely
No doubt – HR is not exactly a data savvy function: Between 80% and 100% of CEOs require strategic decision support informed by people data, yet less than 20% of them receive such information from the HR function. That message
No doubt – the term ‘digital’ sums up the most eminent strategic challenges for almost any industry. In most companies though, HR is left out when digital strategies are discussed at executive level. HR is often perceived as a digital