On-demand
Episode 1
The five attributes of the modern leader
Hear Blake discuss the five key traits she’s identified of a transformational leader through her work on customer experience over the past 12 years, and why these traits are so critical for organizations right now.
Episode 2
From change management to change enablement
When it comes to change management we’ve got it wrong. Hear why Blake proposes a change enablement approach when it comes to better business processes and helping people show up as their best selves at work.
Episode 3
Contact center culture
What is customer service culture and what organizations are doing it best? Hear Blake discuss the strong link between company culture and the customer experience.