Change Management is Hard!

Have You Felt The Pain Of A Change Management Program From Hell?

Change Management Sucks At least, that’s what most employees seem to think. So do a lot of their leaders. Get your FREE Transcript Now! Hardly surprising, when 70% of change management efforts fail. And yet, change is happening in every industry so quickly that organizations have to get good at dealing with change if they are…

Brian Penzone, Manufacturing Supervisor at Lake Shore Cryotronics, transformed his job from firefighting to continuous improvement

15) An Insider’s View of Change Management & Quality Improvement

No time for the full episode? Here’s the highlights version: Get your FREE Transcript Now! Like many people who get promoted into management, Brian Penzone didn’t have any experience leading a team of front-line workers on the manufacturing floor. But he knew one thing: “I wanted to manage people the way that I would want…

Data + machine learning (AI) + human intelligence can prevent crime instead of waiting for it to happen.

How To Use Data To Fight Crime & Serve Citizens Better

How About Crime Preventers Instead of Crime Stoppers? Kris Andreychuk, Supervisor of Community Safety in the City of Edmonton’s Neighbourhood Empowerment Team, was frustrated. Get your FREE Transcript Now! His teams of social workers, police officers and youth workers were great at helping move criminals or juvenile offenders onto a better path after they’d been involved…

When you're part of an acquisition, how to you keep customer experience high?

How To Make Sure An Acquisition Doesn’t Hurt Customer Experience

What Impact Will Kaiser Permanente’s Acquisition of GHC Have On Customer Experience? Seattle-based Group Health Cooperative (GHC) has been in business for over 75 years; longer that Kaiser Permanente, which recently acquired it. In today’s podcast interview with GHC’s Customer Experience Designer, Brian Clark, we talk about how the acquisition could be a positive thing for customers,…

Contents & Excerpts

PeopleShock Book Contents (Read the intro & 1st chapter on Amazon.com or Amazon.ca.) Introduction What Computers Can’t Replace: The Secret to Success in Our Digitized World Who Will Benefit from This Book? Why Listen to Me? Part 1: PeopleShock Chapter 1: Is This Your Kodak Moment? Chapter 2: Customer Experience and the 3P Profit Formula Chapter…

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58 Customer Experience Quotes From 52 Weeks of Podcasts

Another Inspiring Year of Customer Experience Interviews Check out some of the best quotes, and share them with your friends. Happy New Year! 58 Customer Experience Quotes From 52 Weeks of Podcasting Frank Reactions from Tema Frank Do you have a customer experience problem brewing? Get our free Customer Experience Early Warning System Audit  http://bit.ly/ewsaudit…