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CX Experts: Service Will Get Worse Before It Gets Better

Published: Nov 27, 2023

Four experts in customer experience, each with decades of experience, believe that customer service has reached all-time lows. They say it could get worse before it gets better until CEOs either finally confront the scale of the waste or customers simply demand better service or move on. ... [ read more ]

Dave Ulrich on the State of Strategic Human Resources Management

Published: Nov 13, 2023

Three years have passed since Dave Ulrich helped kick off the Enterprise Engagement Alliance YouTube insight and how-to show on effective stakeholder management across the enterprise. He shared information on the business operating model his RBL Institute has developed to help human resources move from a sunk cost to a source of value creation. Ulrich returns to the EEA YouTube show program for an update on his mission as more people in the human resources profession begin to talk about value creation and operating systems. ... [ read more ]

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