In this episode, hosts Will Lombardi and Fred Jambukeswaran engage with guest Tara Schwegler, Ph.D., an anthropologist, author, professor, and entrepreneur on the pivotal role of culture, curiosity, and empathy in driving an effective service transformation.
The discussion underscores the need for leaders to understand and address employees' concerns during transformation initiatives. Tara shares examples of how curiosity and empathy can elevate customer service and employee satisfaction. Practical strategies like regular one-on-one meetings and employee focus groups are explored to promote these cultural elements.
Challenges such as hierarchical structures and over reliance on technology are discussed, emphasizing the importance of balanced approaches that consider culture, processes, and technology. Tara emphasizes aligning behaviors with organizational goals, fostering transparency, and observing employee reactions to change as indicators of progress.
The conversation extends to the future of work, where Tara shares insights from her upcoming book, challenging traditional notions of work and advocating for more flexible and inclusive workplaces. In conclusion, the episode highlights the significance of nurturing curiosity, empathy, and transparency to drive successful service transformation initiatives. By prioritizing these elements, organizations can create environments conducive to employee well-being and customer satisfaction.
Tara Schwegler @ Linkedin https://www.linkedin.com/in/tara-schwegler/
Tara Schwegler @ Web https://www.taraschwegler.com/
Tara Schwegler @ Instagram https://www.instagram.com/taschweg/
Wil Lombardi https://www.linkedin.com/in/william-lombardi/
Fred Jambukeswaran https://www.linkedin.com/in/fredjam/
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