The human touch at the center of customer-experience excellence
More than ever, great customer experience depends on the human factor. That has major implications for how the customer-experience organization operates.
Leading a Multicultural Team
Cultural Intelligence (CQ) is a must-have skill for leading multicultural teams.
Preventing Burnout Is About Empathetic Leadership
Taking a one-size-fits-all approach to burnout prevention won’t help. Resilient leaders make quick pivots and remain nimble. Empathetic leaders dial in to the needs of their employees and adjust to the moment.
How is COVID-19 reshaping the role of corporate strategy?
What role can strategy as a corporate function play to help the business recover and thrive?
7 Strategies for Better Group Decision-Making
Because of an over-reliance on hierarchy, an instinct to prevent dissent, and a desire to preserve harmony, many groups fall into groupthink.
A Checklist for Boards in the New Normal
COVID-19 has spurred corporate boards to improvise new practices while keeping those that have served them well. Here’s a run-down.
How companies can transform information into insight
Focus on six organizational elements to build a world-class data and insights capability in the post–COVID-19 world.
When will the COVID-19 pandemic end?
Normalcy by spring, and herd immunity by fall? We assess the prospects for an end in 2021.
You’re Right! You Are Working Longer and Attending More Meetings
A study of 3 million people confirms what many work-from-home employees already know: We’re swamped. Research by Raffaella Sadun, Jeffrey Polzer, and colleagues.
4 ways to design employee experience in the remote work era
Helping employees thrive is harder in the COVID-19 era. Try frequent check-ins, a “redesign” mindset, empathetic leadership, and empowered teams.