The Growth CanvasTM
Welcome to The Growth Canvas™ What is the Growth Canvas™? The Growth Canvas™ is a proprietary tool that helps individuals and teams stay focused, visualize progress, and bridge the gap between coaching conversations. It’s a strategic map that simplifies key takeaways into actionable steps, ensuring you’re always aligned with your goals. Why Choose the Growth […]
Redefining the Hero of Storytime in the Age of AI
The carpet in Mrs. Hilscheim’s kindergarten room was green and surrounded by bookshelves. We would convene there every day shortly after taking lunch, usually some version of elementary school fine dining that included something with a green bean casserole or IGA peanut butter smeared across wonder bread. This was “story time,” and it was glorious. […]
The most critical consideration around new technological capabilities isn’t “Can we do something?”…But rather “Should we?”
There’s a lot of focus on AI and the remarkable capabilities that it brings to our businesses and the limitless vision of its potential. But it’s critical that we don’t lose sight of the cycle of expectations and norms as it relates to the customer. Technology as process improvement is only useful insomuch that it […]
GenAI is great…but employee engagement will determine how your customers view their contact center experience.
While GenerativeAI and all the potential it unleashes have caught a majority of the spotlight lately, there’s a key aspect to driving customer affinity which has taken more of a backseat: The value of employee engagement. It’s not uncommon to see the terms engagement and satisfaction interchangeably used when talking about contact center employees, but […]
Leading with kindness isn’t a tool in the kit….it’s the kit.
I feel as though in every business book I’ve ever read, there comes the point where the subject matter begins to feel repetitive, and I must decide whether to forge ahead or move on to the next book. Whether it’s the second page, the second-to-last, or anywhere in between, there’s a point where the author, […]
The effects of time and influence on Customer Expectations and Experience
Often when we talk about customer service or experience, it’s as if it’s one, easily definable thing – as if the whole of your customer experience could be defined by one moment frozen in time. But nothing is farther from the truth. As we know from both personal history and myriad of published articles, the true service […]