Alan Pendleton @ApendletonAlan
President & Co-Founder, @arena_cx | Innovative Outsourcing | Future of B2B Services | Driver of Creative and Entrepreneurial Culture arenacx.com Raleigh, NC Joined February 2014-
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Speaking of human + machine, the future may include self-organizing human-swarm systems. While this article posits robots that amplify our physical abilities, I think digital tools could play a similar role to aid in workload management. #Swarm #Innovation techxplore.com/news/2021-08-t…
I've observed that the outsourcing of commercial functions, such as marketing and sales, is incredibly active right now. This article highlights the same trend in biopharma and recognizes that outsourcing commercial allows space for more #innovation. medcitynews.com/2021/08/outsou…
Don't leave customer emotions out of your #CustomerExperience data set! More objective, quantitative data does yield insights into consumer behavior, but @kristiknight91 points out the value to CX of tapping into your customers' emotional experiences. cmswire.com/customer-exper…
Great article showcasing 7 legit reasons to use a "Managed Services Provider" for your outsourced contact center. These apply not only to technology but also equally well to vendor and performance management. #BusinessTransformation #CX forbes.com/sites/forbesbu…
This MIT Sloan article highlights "common pitfalls and proven strategies for producing a meaningful impact on culture." Hint: it's more about actions than about messaging. #CompanyCulture sloanreview.mit.edu/article/overco…
#ReturnToWork is top of mind for many leaders. @AnandSRao cites research that compassionate workplaces outperforms others, and suggests that AI can support and enable a more compassionate workplace culture. weforum.org/agenda/2021/07…
ArenaCX recently hosted a panel discussing "the ebbs and flows of customer service demand." Watch for expert insights from @Zendesk, @Forethought, and @arenacx on agent efficiency, technology, self-service, and more. #CX #CXTransformation blog.arenacx.com/home/managing-…
Even great strategies can fail due to execution. "Conceptualization" translates strategy to specific working groups, a helpful practice that helps teams see how the plan will fit into their existing workflow. #BusinessTransformation #CX @JKraaijenbrink forbes.com/sites/jeroenkr…
Good piece by @stephanieoverby, about distinguishing practical uses of AI with measurable business value from "AI theater," using AI more to create buzz than solve a business problem. enterprisersproject.com/article/2021/7…
Interesting article on digital #innovation: it's less about who owns it then about building an innovative culture, a company geared towards the future. @MITSloan mitsloan.mit.edu/ideas-made-to-…
People rose to meet the challenges of the pandemic when everything was thrown into a tailspin. Now that we're returning to normal, will that energy be sustained? #Leadership #EmployeeExperience hbr.org/2021/07/your-e…
Employees feel more connected to leaders who are authentic. Also, having a personal brand can help you better connect with your team. In other words, be present and pay attention to your team! Great tips, @AdamBBryant #Leadership #LeadershipTips strategy-business.com/blog/What-is-y…
The #FutureOfWork is going to require the integration of #automation and #AI. However, we must also work to make sure that the impact of these new technologies is not too disruptive to employees. mitsloan.mit.edu/ideas-made-to-…
Join us for a discussion about how to create a strong #customerservice demand plan. #CX #CustomerExperience linkedin.com/posts/arenacx_…
Some experts say #creativity is declining. If you are like me and want creativity in the workplace, you may need to foster it. @EntryLevelRebel recommends staff change up routines or take walks to boost creative thinking. #EmployeeExperience inc.com/jessica-stillm…
#Digital Transformation is not easy. In fact, it can be tough to know whether you're succeeding, or even on the right path. This article from Stephanie Overby provides some guideposts that signal your likelihood of success. #ITstrategy #leadership enterprisersproject.com/article/2021/6…
There is enormous value and opportunity in #outsourcing. Check out how these investment advisory firms outsourced during the pandemic, allowing them to turn their attention back to the service they provide their clients. #BusinessTransformation wealthmanagement.com/business-plann…
Simple advise but it not always easy to live by: being a relatable leader will help you get positive results from your team. Article highlight: statistically-speaking, "warmth" is a better predictor of a successful management career than "competence." theledger.com/story/business…
Who should decide what roles are played in the emerging Human + Machine paradigm? This article posits that HR should, using skill assessments and development roadmaps. I think the marketplace and AI itself should play a more dynamic, less scripted role. cmswire.com/leadership/why…
While the title of this article is a bit unfair to some industries, I do appreciate that it highlights how #AI is being deployed (beyond high-tech) into more traditional spaces such as agriculture and heavy industry. #DigitalTransformation #IT entrepreneur.com/article/375039
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