1 Jan 2019

How authentic leaders help mentor others

VXI Global Services Celebrates National Mentoring Month “If you follow your why, then others will follow you.” – Simon Sinek, author/TED Talk speaker  In an article that I recently published, I asked the question, are authentic leaders born or made? Now, I’d like to delve deeper into one responsibility that an authentic leader embraces: mentoring the next…

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1 Jan 2019

Are Authentic Leaders Born or Made?

“Authentic leadership is at the root of cultures of great innovation, engagement, outstanding client experiences, and growth” Henna Inam; CEO of Transformational Leadership, Inc. Imagine a world where everyone was driven and supported to fulfill their full potential – where leaders were focused on empowering their teams, encouraging them to be their best selves. A world…

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12 Dec 2018

Why diversity isn’t just another box to tick – let’s talk ROI

Diversity is a hot topic in boardrooms today. No wonder: One recent HBR study that examined 1,700 organizations across eight countries found that in every country studied, increased diversity equaled increased innovation – and the more dimensions of diversity represented, the stronger the relationship.  Companies with above-average diversity experience see 19% points higher innovation revenues and 9%…

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10 Oct 2018

To bot or not to bot – the promise and pitfalls

Chatbots are a consistently hot topic in customer (CX) – and rightly so. According to Gartner, by 2020, daily interactions with chatbots will be normal, and 30% of internet browsing will be done through a bot, rather than a screen.   Our clients are exploring ways to improve both the guest experience and operational efficiencies in a variety of ways – from notifying a…

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10 Oct 2018

Beyond the call center – the value your partners should deliver

AHT, NPS, CSAT – the metrics that drive customer experience operations  are well-known.  But it’s the thinking and the intent that goes beyond the purely operational considerations that, in our experience, delivers transformational value for our client-partners.  Here are three key things that we think you should be demanding of your next customer experience (CX) partner.  Create value – not cost  It…

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