ClearAction Continuum’s Post

✨Trust is never optional - it's the universal predictor of success or failure in CX operations. In 2025, let's lead each contemplated action with this question "Will this build trust with our workforce, customers, and partners?" #CX #Leadership #Trust2025 #EX #ContactCenter

Employee voice is to be re-owned by leadership and (change & business) managers. Read about our vision and Forrester's research and view on matters. HR facilitates it taking place, listening technology will have to step up their game, from single loop (pulse) surveys to double loop dialogue. This way, specific, qualitative and people-vetted insights can emerge and turned into action 90% faster. Doing business, through people. Winning hearts and minds back. Finally. This way, open-ended questions can also be asked to customers, and answers are prioritized by employees, and enriched with recommendations and requirements to get things done. EX x CX. Please take a look at our explanatory picture, hence (y)our new model for employee & customer voice. Book your meeting here: https://lnkd.in/eBckQWFq Forrester: "There’s little consensus about what an employee experience (EX) practice should look like, who should own it, how to measure it, or how to justify investments in terms of business outcomes. While HR is often the largest stakeholder, the most challenging and impactful barriers to improving EX remain OUTSIDE its direct purview and HR itself has little spare capacity to address these. We recommend positioning EX as a core set of capabilities and practices and challenging ALL LEADERS to do their parts." David Brodeur-Johnson James McQuivey, Ph.D. Tyler Castro (link in the comments) #employeevoice #EX #leadership #employeedialogue #trust

Shout out to Juanita Coley for inviting me to share my thoughts on FTE on Tipsy Thursday. Check out this episode and remember to subscribe to get more valuable insight!

📰 News: 📰 🚀 Unlock the Secrets of Digital Transformation and Business Culture! 🚀 In today's fast-paced digital world, businesses can't afford to fall behind. At the Bernier Group, we've spent the last decade helping companies redefine their business culture and embrace digital transformation. But why should you care? Here's why: 📊 Companies that invest in digital transformation can see up to a 20% increase in profitable revenue growth. 📉 53% of leaders in digitally mature companies say they have better employee engagement, which means happier teams and less turnover. 🖥️ Digital transformation initiatives can streamline operations by up to 40%, saving time and cutting costs. With over 10 years of experience, we've seen firsthand how the right mix of culture and technology can be a game-changer. Ready to transform your business and boost those numbers? Drop us a comment below to share your thoughts or experiences with digital transformation! And don’t forget to hit the follow button to stay updated with the latest from Bernier Group. Let's get the conversation started! 💬 #Hospitality #Ecommerce #Retail #Commerce #Manufacturing #Logistics #Strategy #Innovation #Business #ArtificialIntelligence #AnniQ https://lnkd.in/eQeajtph

🙏 Thanks, Jim Harter, Jon Clifton and team Gallup for the State of the Global Workplace: 2024 Report - a primary and persitent source of inspiration for me personally that also guides the collective efforts of team TouchPoint One. Highly recommended download and deep-dive analysis for frontline or senior leaders alike - in or out of the #CX / #contactcenter arena.

🔥 Priority #3 is Here—Straight from 50+ Global Mobility & HR Leaders! 🌍 Are you prepared to tackle it? This priority aligns seamlessly with #5 (Technology & Data Integration) and #4 (Employee Experience & Support). It’s all about connecting the dots for greater impact. 👉 What’s on your radar right now? What processes or experiences would you like to streamline for your team? Let’s make it better, together.

𝗘𝘃𝗼𝗹𝘃𝗶𝗻𝗴 𝗛𝗥 𝘁𝗼 𝗙𝗼𝗰𝘂𝘀 𝗼𝗻 𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗩𝗮𝗹𝘂𝗲 🌟 It's time for #HR to evolve from just "knowing the #business" to driving "#stakeholder value." Dave Ulrich challenges us to broaden our focus beyond employees to include all stakeholders— #customers, #investors, #communities, #boards, and #executives. 𝙃𝙚𝙧𝙚’𝙨 𝙝𝙤𝙬 𝙮𝙤𝙪 𝙘𝙖𝙣 𝙞𝙢𝙥𝙡𝙚𝙢𝙚𝙣𝙩 𝙩𝙝𝙞𝙨 𝙩𝙧𝙖𝙣𝙨𝙛𝙤𝙧𝙢𝙖𝙩𝙞𝙤𝙣: * Recognize All Stakeholders as #People: #Engage customers in #training, involve investors in #leadershipdevelopment, and include the community in activities. * Calculate and Track Stakeholder Value: Measure metrics like customer satisfaction, investor #ROI, community reputation, board confidence, executive #capability, and employee engagement. * Navigate Paradoxes: Balance the needs of diverse stakeholders to drive #innovation and long-term success. 𝗣𝗿𝗮𝗰𝘁𝗶𝗰𝗮𝗹 𝗦𝘁𝗲𝗽𝘀: * Stakeholder Mapping: Identify and prioritize stakeholders. * Engage Stakeholders: Involve them in HR initiatives. * Measure and Report: Track and share stakeholder value metrics. * Foster Collaboration: Encourage cross-functional teamwork. By focusing on stakeholder value, HR can enhance its strategic impact and contribute to organizational success. What has been your experience with integrating stakeholder value in HR? Share your thoughts! Credit to Dave Ulrich for his insights. #SuccessStory #TalentManagement #HRMS #StakeholderValue #HRTransformation ♻️ If you found this helpful, consider reposting and follow me for more content like this.

🌟 3 Ways HR Can Become a Strategic Business Partner to the C-Suite 🌟 Got a seat at the table? That's old news. And being there is only half the battle. To truly influence and drive business outcomes, HR needs to align with the strategic priorities of the C-Suite. Here are three ways to make it happen: 1️⃣ Speak the Language of Business Move beyond HR metrics and connect people data to business outcomes. Highlight how workforce strategies impact revenue, productivity, and customer satisfaction. For example, instead of focusing solely on turnover rates, showcase the financial impact of retaining top talent in key roles. 2️⃣ Anticipate Business Needs Be proactive, not reactive. Understand the company’s goals, market trends, and challenges to design people strategies that enable success. Whether it’s workforce planning for future growth or addressing skill gaps for emerging priorities, anticipate the needs before they arise. 3️⃣ Champion Culture as a Competitive Advantage Culture isn’t just a “nice-to-have” — it’s a driver of innovation, collaboration, and retention. Partner with leaders to build a culture that aligns with the business’s mission and values, making it a differentiator in the market and a magnet for top talent. ✅ Remember: Top HR executives are outstanding business leaders with people expertise. 🚀 #HRLeadership #StrategicHR #BusinessPartner #candorcourageandcare #itsallaboutrelationships

The Qualtrics 2025 Employee Experience Trends Report is here, revealing 5 key trends that will define the workplace of tomorrow! 🌍 This year, more than 35,000 employees contributed to the research, shining a light on both the challenges and opportunities we face. With insights showing that 18-24 year-olds are the most optimistic amid rapid shifts, these findings are nothing short of eye-opening. Want to know what’s driving these trends and how they impact HR leaders? Download the report to explore actionable insights on enhancing experiences for all our people! https://lnkd.in/gfQQVp2Y #AI #CX #EX #productivity #talentmanagement #leadership #futureofwork #datadriven #digitaltransformation #innovation #qualtrics #experience #experiencemanagement #XM #experiencematters #customerexperience #employeeexperience #employeeengagement #employeelistening #employeeretention #HR #talent #talentacquisition #CHRO #CMO

✨No one articulates the business case for understanding and action on employee experience and engagement better than Gallup’s Jim Harter. Two gems from his latest piece - https://bit.ly/3B0VA73: “𝘎𝘳𝘦𝘢𝘵 𝘮𝘢𝘯𝘢𝘨𝘦𝘳𝘴, 𝘸𝘩𝘰 𝘢𝘳𝘦 𝘤𝘭𝘰𝘴𝘦𝘴𝘵 𝘵𝘰 𝘵𝘩𝘦𝘪𝘳 𝘦𝘮𝘱𝘭𝘰𝘺𝘦𝘦𝘴, 𝘢𝘳𝘦 𝘵𝘩𝘦 𝘬𝘦𝘺 𝘵𝘰 𝘪𝘯𝘴𝘱𝘪𝘳𝘪𝘯𝘨 𝘦𝘹𝘵𝘳𝘢𝘰𝘳𝘥𝘪𝘯𝘢𝘳𝘺 𝘱𝘦𝘳𝘧𝘰𝘳𝘮𝘢𝘯𝘤𝘦.”  +++ “𝘗𝘢𝘴𝘵 𝘱𝘶𝘣𝘭𝘪𝘴𝘩𝘦𝘥 𝘮𝘦𝘵𝘢-𝘢𝘯𝘢𝘭𝘺𝘴𝘦𝘴 𝘩𝘢𝘷𝘦 𝘴𝘩𝘰𝘸𝘯 𝘴𝘵𝘳𝘰𝘯𝘨 𝘦𝘷𝘪𝘥𝘦𝘯𝘤𝘦 𝘰𝘧 𝘢 𝘤𝘢𝘶𝘴𝘢𝘭 𝘳𝘦𝘭𝘢𝘵𝘪𝘰𝘯𝘴𝘩𝘪𝘱 𝘣𝘦𝘵𝘸𝘦𝘦𝘯 𝘦𝘢𝘤𝘩 𝘰𝘧 𝘎𝘢𝘭𝘭𝘶𝘱’𝘴 12 𝘦𝘯𝘨𝘢𝘨𝘦𝘮𝘦𝘯𝘵 𝘦𝘭𝘦𝘮𝘦𝘯𝘵𝘴 𝘢𝘯𝘥 𝘱𝘦𝘳𝘧𝘰𝘳𝘮𝘢𝘯𝘤𝘦 𝘢𝘤𝘳𝘰𝘴𝘴 𝘣𝘶𝘴𝘪𝘯𝘦𝘴𝘴 𝘶𝘯𝘪𝘵𝘴.2 𝘛𝘩𝘪𝘴 𝘳𝘦𝘭𝘢𝘵𝘪𝘰𝘯𝘴𝘩𝘪𝘱 𝘣𝘦𝘵𝘸𝘦𝘦𝘯 𝘵𝘦𝘢𝘮 𝘦𝘯𝘨𝘢𝘨𝘦𝘮𝘦𝘯𝘵 𝘢𝘯𝘥 𝘱𝘦𝘳𝘧𝘰𝘳𝘮𝘢𝘯𝘤𝘦 𝘰𝘳 𝘳𝘦𝘵𝘦𝘯𝘵𝘪𝘰𝘯 𝘰𝘧 𝘦𝘮𝘱𝘭𝘰𝘺𝘦𝘦𝘴 𝘪𝘴 𝘦𝘷𝘦𝘯 𝘴𝘵𝘳𝘰𝘯𝘨𝘦𝘳 𝘥𝘶𝘳𝘪𝘯𝘨 𝘤𝘩𝘢𝘭𝘭𝘦𝘯𝘨𝘪𝘯𝘨 𝘵𝘪𝘮𝘦𝘴 𝘴𝘶𝘤𝘩 𝘢𝘴 𝘱𝘢𝘴𝘵 𝘳𝘦𝘤𝘦𝘴𝘴𝘪𝘰𝘯𝘴 𝘢𝘯𝘥 𝘵𝘩𝘦 𝘮𝘰𝘳𝘦 𝘳𝘦𝘤𝘦𝘯𝘵 𝘊𝘖𝘝𝘐𝘋-19 𝘱𝘢𝘯𝘥𝘦𝘮𝘪𝘤. 𝘖𝘳𝘨𝘢𝘯𝘪𝘻𝘢𝘵𝘪𝘰𝘯𝘴 𝘸𝘪𝘵𝘩 𝘴𝘵𝘳𝘰𝘯𝘨, 𝘩𝘪𝘨𝘩𝘭𝘺 𝘦𝘯𝘨𝘢𝘨𝘪𝘯𝘨 𝘤𝘶𝘭𝘵𝘶𝘳𝘦𝘴 𝘢𝘳𝘦 𝘮𝘰𝘳𝘦 𝘳𝘦𝘴𝘪𝘭𝘪𝘦𝘯𝘵 𝘪𝘯 𝘵𝘰𝘶𝘨𝘩 𝘵𝘪𝘮𝘦𝘴.” +++ ⏩ Download the latest 𝘚𝘵𝘢𝘵𝘦 𝘰𝘧 𝘵𝘩𝘦 𝘎𝘭𝘰𝘣𝘢𝘭 𝘞𝘰𝘳𝘬𝘱𝘭𝘢𝘤𝘦: 2024 𝘙𝘦𝘱𝘰𝘳𝘵 today. ⏩ Connect with TouchPoint One for contact center performance management, workforce engagement, data and AI optimization, quality and compliance solutions proven to: 1️⃣ strengthen bonds between all levels of management and the frontline workforce 2️⃣ help facilitate Gallup’s 12 engagement elements 3️⃣ drive continuous EX and CX success.  ______________________ #ContactCenter #EmployeeEngagement #CX #EX #Leadership #Gallup