Discovering CX Transformation
Based on her PhD in CX and her 25+ years of experience driving CX transformation programs globally, dr. Zanna van der Aa explains the core concepts of Customer Experience transformation, navigating you through the sense and nonsense, sharing do's and don'ts, lessons learnt and successful, inspiring interventions.
She combines her scientific background with a very no-nonsense, pragmatic, energizing approach that you can apply immediately in your day-to-day work. Always connecting it to her vision of creating more Human Centric organisations by focusing on the three pillars of successful CX transformation: customers, employees and purpose.
Discovering CX Transformation
Interview Ken Coyne (OpsTalent) on Leadership, Culture-Building & Employee Engagement EPS #23
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For timestamps see below.
In this podcast episode, I had the pleasure to interview Ken Coyne, the co-founder of Ops Talent, a company known for its innovative approach to employee experience and culture.
Some interesting topics we discuss:
👉 The 5 H’s Framework Ops Talent's core values Be Happy, Be Healthy, Be Humble, Be Helpful, and Be Honest, and how they're integrated into the company culture.
👉 Leadership by Example We talk about communication and openness in leadership style, encouraging feedback from the team and fostering an environment where mistakes are learning opportunities.
👉 Cultivating a Family Culture How Ops Talent fosters a family-like atmosphere where individuals feel valued and supported. Ken highlights the roles of his brother Trevor and Gabriella, leveraging their strengths in leading the company.
👉 Transitioning from KPIs to "Keep People Inspired" Shift focus from traditional KPIs to "Keep People Inspired" metrics, recognizing and rewarding employees for their contributions, fostering a positive work environment.
Next to that Ken shares some steps for improving company culture.
Looking for valuable insights into leadership, culture-building, and employee engagement? Tune in now!
(01:32) Ken's Background and Journey
(05:46) Ops Talent's Origins and Evolution
(13:20) The Five H's Framework
(19:44) Challenges and Learnings in Cultivating Culture
(25:53) Leadership by Example
(28:51) From KPIs to "Keep People Inspired"
(34:18) Steps for Improving Company Culture
(37:10) Embracing Change and Human-Centricity