Day: January 27, 2020

Boosting returns on leadership, customer, and employee experience

At one of the world’s most respected manufacturers — a company known for innovation and employee engagement — the CEO was asked recently about his greatest concerns about the enterprise. “We lack leadership capacity,” he said. The company was entering an intensive phase in its quest to become digitally adept, seeking to master new technology, and it had not made enough progress in improving its employees’ skills or connecting with customers through digital channels. “We need our top executives, in particular, to be better at thinking long-term and driving meaningful change.”

The problem, he added, was not so much a lack of technological acumen as a lack of connection between the company’s formal leaders (those with the highest-ranking positions) and their employees and customers. These senior executives needed to demonstrate that they could stay on top of today’s complex challenges. Only then would employees feel confident enough to really invest

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