Sometimes communication needs to have formal means so that we know how and when we can say the things we need to. It provides us with the channels for the things that are important and means that we don’t forget to do it. But we are not just talking about your standard operating rhythm, we are talking about embedding an operating rhythm that engages your team and helps you achieve your results.

A Leadership Playbook is an essential component of the employee experience, as it defines who you are as an organisation, and why you exist. It provides your people with the guard rails for how you want to operate and work. Reigniting the connection between your team and company playbook can have a significant impact on your Employee Experience and, ultimately, drive high performance.

It’s no secret that customer experience is a key factor for selecting the businesses we want to deal with, as consumers or as employees...

Now, more than ever, the employee experience is of utmost importance as our people will design, lead and sustain our business in the long term. The employee experience is subject to many factors and begins as early as when your potential employee sees your Job ad. Every action that you take, and every interaction that you have from that point on forms the employee experience.

Did you know that design-led companies have increased revenue at almost twice the rate of their industry counterparts in the last 5 years? In a McKinsey Quarterly report titled “The Business Value of Design,” it was found that 300 publicly listed companies have demonstrated a substantial increase in revenue due to their design-led initiatives. Now, this is not an easy journey, but it’s definitely worth it.

Let’s face it, whether you’re a brand new employee or the CEO – we all know that work is changing to some extent right now – and will continue to change for the foreseeable future. One of the things that most people are blatantly aware of is the need to reduce costs and to deliver sustainable transformations, whilst rebuilding the employee experience. At the end of the day, it’s our people who are the ones who will deliver the transformation.

What customers experience and see is just the surface. Having a nice app is great, and it’s very important if that’s the way that your customer access your services, but that’s not all you need. You need to ensure that your company is ready to deliver what you promised- you need to connect your processes and technology with your customer experience.

As leaders and members of our organisations, we have a major role in how we contribute to the wellbeing of our people, the future prosperity of our businesses and the community in which we operate.

There are 3 key elements that you need to nail to deliver a sustainable transformation. They are all connected by the same mantra: people & mindsets with technology. If you only take away one thing from this blog, just remember–mindsets over technology.

We’re passionate about embedding and driving sustainable change, but at the heart of our focus is our dedication towards making a real difference to your customers and your people’s experience. This is what drives me and the team, this is our approach. It is centred around ensuring that you have the right pieces of the puzzle to make sure that your transformation is successful and sustainable.

The magic triangle, what is it I hear you ask? It’s similar to the Bermuda Triangle, a mysterious area where things of significant value can disappear without a trace. In our case, instead of being lost at sea between three geographic locations, our magic triangle is the link between three pillars within our organisations.

There are times when you need to get technology involved whether that is with upgrading an existing system or creating a new experience using new technology.

How are you going to deliver a new experience while having to save costs at the same time? Don’t worry, we’ve got you covered!