December 8, 2017

Four insights from leading thinkers that will transform your employee engagement and performance

Despite heavy investment by organizations to improve their customer experience, customers still complain about inconsistent and unsatisfactory experiences. Moreover, when put to leaders and managers of […]
October 6, 2017

Customer experience leaders: When was the last time you went to the gemba?

Have you ever heard of the expression: ‘Going to the gemba’ ? It originates from Taiichi Ohno, father of the Toyota Production System, and suggests that […]