Back in 2012, I argued that exit interviews alone were a missed opportunity. At the time, the conversation around retention was simple: ask people why they left and maybe you’d learn something for next time. Fast-forward to 2025, and that mindset is a liability. Attrition is costly, employees have more choice than ever, and culture, not paychecks, is the deal breaker. The new reality? If you’re not asking the right questions before employees consider leaving, you’re already too late. Th...| CX Journey™
I’ve seen and heard it countless times over the years: an HR leader or CX professional comes to the executive table asking for investment in employee experience (EX) or customer experience (CX), respectively, only to hear the same old tired line: "We’d love to, but there are competing priorities." Let’s call this what it is: a cop-out. Because nothing truly competes with putting people first - if you actually understand that the people are the engine of your business. So why do “compe...| CX Journey™
Culture dictates whether the tools and programs designed to enhance the employee experience are embraced or undermined. Here’s why culture is not only the foundation but also the necessary starting point.| CX Journey™
