In this episode of What the Heck is Happening in HR?, Kelley lays down a challenge—for both employees and employers. With a persistent talent shortage and rapid technological change, employees must take charge of their career development and stay curious, while employers must stop relying on outdated recruiting and customer service models that alienate the very people they claim to value.
From skill-building and AI readiness to real-life examples of corporate missteps and missed loyalty opportunities, this episode is a wake-up call. Kelley shares a personal story that highlights the disconnect between front-line service excellence and corporate decision-making—and why it matters in both customer and employee retention.
Let’s talk about accountability, investment in people, and the real cost of doing business the same old way. It’s time for some managerial courage—on both sides of the desk.
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