Category Archives: Leadership

The Experience Nexus

Integrating an XMO with Customer, Employee and Partner Advisory Boards

The Experience Nexus - Integrating an XMO with Customer, Employee and Partner Advisory Boards

by Braden Kelley and Art Inteligencia

In today’s fiercely competitive landscape, merely meeting expectations isn’t enough; delivering exceptional experiences is the non-negotiable standard. Customers demand seamless, intuitive journeys. Employees seek engaging, meaningful work that fosters growth. Partners require transparent, collaborative relationships that drive mutual success. As a human-centered change and innovation thought leader, I advocate for a truly holistic approach: the Experience Management Office (XMO). However, an XMO, while powerful in its own right, truly achieves its potential when it’s synergistically integrated with the invaluable, unfiltered insights derived from Customer, Partner, and Employee Advisory Boards. This integration forms a dynamic “experience nexus” of feedback and action, ensuring that experience strategies are not just internally conceived, but genuinely co-created and reflective of the voices that matter most.

The Strategic Imperative of the Experience Management Office (XMO)

Historically, organizations managed customer experience (CX), employee experience (EX), and often partner experience (PX) in isolated silos. This fragmented approach frequently led to inconsistent experiences and missed opportunities for cross-functional improvements. The XMO emerges as the strategic orchestrator, unifying these disparate efforts under a single, cohesive umbrella. Its core mandate is to ensure consistency, proactively identify and eliminate friction points, and drive continuous improvement across all critical touchpoints for every stakeholder. An effective XMO establishes robust methodologies, deploys standardized tools, provides clear governance, and acts as a central repository for all experience data, translating raw insights into prioritized, actionable initiatives.

“An XMO, while powerful in its own right, truly achieves its potential when it’s synergistically integrated with the invaluable, unfiltered insights derived from Customer, Partner, and Employee Advisory Boards.”

Amplifying Voices: The Power of Advisory Boards

While the XMO provides the essential strategic framework and operational discipline, advisory boards inject the authentic, ground-level voice of your critical stakeholders. They offer invaluable qualitative feedback that complements quantitative data.

Customer Advisory Boards (CABs): Comprising your most engaged and influential customers, CABs provide unfiltered feedback on product utility, service delivery, and overall brand perception. They offer a direct window into evolving customer needs, emerging pain points, and often highlight competitive shifts or significant unmet market opportunities. Their strategic input can be a game-changer for product roadmaps and service enhancements.
Partner Advisory Boards (PABs): For organizations deeply reliant on a robust ecosystem of distributors, resellers, integrators, or technology alliances, PABs are indispensable. They offer critical insights into channel effectiveness, the viability of joint go-to-market strategies, and operational friction points that directly impact mutual profitability and success. A strong PAB can foster greater collaboration and loyalty.
Employee Advisory Boards (EABs): Your employees are the living embodiment of your organization’s culture and processes. They are on the front lines, experiencing internal systems and customer interactions firsthand. EABs provide invaluable, real-time feedback on workplace culture, operational inefficiencies, the effectiveness of internal tools, and the direct impact of leadership decisions on morale, productivity, and retention. They serve as both early warning systems and fertile ground for grassroots innovation within the Employee Experience (EX).

The Experience Nexus: From Feedback to Breakthrough Innovation

The true magic of this holistic model is realized when the XMO functions as the intelligent central hub, systematically receiving, synthesizing, and acting upon the rich insights generated by these diverse advisory boards (the strategic spokes). This creates a dynamic, continuous improvement loop, and crucially, an engine for genuine innovation. The XMO’s role goes beyond just operational excellence; it becomes a powerful catalyst for change. By gathering and cross-referencing insights from all three boards, the XMO can identify truly breakthrough opportunities that a siloed approach would miss. It’s in the intersection of these diverse perspectives that the most profound insights for innovation emerge.

Structured Feedback Ecosystem: The XMO establishes formalized, yet flexible, processes for advisory boards to submit feedback. This ensures insights are consistently captured, meticulously categorized, intelligently prioritized, and seamlessly routed to the most relevant internal product, service, or operational teams.
Holistic Data Synthesis & Analysis: The XMO’s analytical capabilities are crucial here. It collates and cross-references qualitative insights from the advisory boards with quantitative experience data (e.g., NPS, CSAT, CES, employee engagement scores, churn rates, partner revenue contribution). This holistic analysis identifies systemic trends, uncovers root causes, and validates hypotheses across the entire experience landscape.
Actionable Insights & Strategic Prioritization: Armed with synthesized, validated data, the XMO plays a pivotal role in guiding leadership to prioritize experience initiatives. It ensures resources and effort are strategically allocated to areas that will deliver the most significant, cross-cutting impact across customer, employee, and partner journeys, driving maximum business value.
Innovation Acceleration: This is where the nexus truly shines. The XMO facilitates cross-functional “insight sharing” workshops, where product, engineering, and design teams are exposed directly to the synthesized feedback. For example, a common pain point from a Customer Advisory Board might be the lack of a specific feature, while an Employee Advisory Board highlights a related internal operational inefficiency, and a Partner Advisory Board reveals a similar competitive gap. When these three insights are combined, they don’t just solve a single problem; they can reveal a massive market opportunity for a new product, service, or business model. The XMO’s role is to identify and champion these “aha!” moments, channeling them directly into the innovation pipeline.
Transparent Closed-Loop Communication: Perhaps most critically, the XMO champions and facilitates regular, transparent communication back to the advisory boards. This demonstrates precisely how their invaluable feedback is being utilized, outlining the tangible progress of implemented initiatives, and celebrating the impact of their contributions. This transparency is vital; it builds deep trust, reinforces the perceived value of their participation, and encourages continued engagement.

Case Study 1: Global SaaS Provider – Unifying the Ecosystem Experience

From Fragmented Insights to Integrated Ecosystem Enhancement

A global B2B SaaS company faced challenges with inconsistent product adoption and suboptimal channel partner engagement. Their existing structure meant customer feedback was managed by the CX team, HR handled employee surveys, and the partner team conducted informal check-ins. This siloed approach led to fragmented insights and disjointed solutions, impacting their overall ecosystem health.

Recognizing the need for a unified strategy, they established a dedicated Experience Management Office (XMO) reporting directly to the Chief Operating Officer. The XMO’s clear mandate was to integrate and elevate all experience initiatives. Concurrently, they formalized their existing Customer Advisory Board (CAB) and launched a new, strategically focused Partner Advisory Board (PAB). The XMO developed a comprehensive quarterly insights report, meticulously combining feedback from the CABs, PABs, and internal employee surveys. A consistent, critical theme emerged from this integrated analysis: the onboarding experience for new customers and channel partners was clunky, inconsistent, and often frustrating across different product lines.

Leveraging this precise feedback, the XMO facilitated cross-functional workshops involving product development, sales, marketing, and customer support teams. This collaborative effort led to the rapid development and deployment of a unified onboarding platform and standardized, role-based training modules. The XMO rigorously tracked key metrics such as “time-to-first-value” for new customers and partner activation rates. Within 18 months, customer satisfaction scores related to onboarding surged by 25%, and partner-led sales increased by a remarkable 15%, demonstrating the profound, tangible benefits of integrating diverse external and internal voices through a centralized, action-oriented XMO.

Key Takeaway: A centralized XMO, fed by structured CAB and PAB insights, can drive enterprise-wide improvements in critical customer and partner journeys, leading to measurable business growth.

Addressing Inherent Challenges and Ensuring Success

Integrating an XMO with robust advisory boards, while incredibly powerful, is not without its inherent hurdles. Proactive mitigation strategies are essential:

Securing Executive Buy-in: This foundational step requires senior leadership to not only champion the XMO’s creation but also to genuinely value and act upon the feedback from advisory boards. Mitigation: Develop a compelling business case, demonstrate clear ROI by linking experience improvements directly to key business outcomes (e.g., revenue growth, cost reduction, retention), and involve executives directly in initial board meetings.
Resource Allocation: Establishing, staffing, and effectively maintaining both a strategic XMO and active advisory boards demands dedicated human and financial resources. Mitigation: Start small and iterate. Begin by focusing on the most critical experience touchpoints, prove incremental value, and then scale resources as the benefits become undeniable and quantifiable.
Preventing “Feedback Fatigue”: Advisory board members are busy, valuable individuals. Ensuring they feel their time is genuinely valued and their feedback consistently leads to tangible action is paramount. Mitigation: Maintain rigorous closed-loop communication, provide transparent updates on progress, celebrate their contributions publicly, and respect their time with concise, focused agendas and clear pre-reads.
Translating Insights into Action: Moving from qualitative feedback to concrete, measurable organizational actions can be complex and requires strong analytical and change management capabilities. Mitigation: The XMO must employ robust analytics, facilitate strong cross-functional collaboration to dismantle silos, and define clear ownership for implementing improvements.

Case Study 2: Regional Retail Bank – Synergistic Employee & Customer Elevation

Transforming Branch Operations Through Integrated Feedback

A prominent regional retail bank was grappling with a concerning decline in customer satisfaction related to in-branch service, compounded by alarmingly high employee turnover, particularly among its front-line tellers. Despite various internal initiatives, leadership struggled to pinpoint the true underlying root causes of these intertwined problems.

In response, the bank strategically established an XMO reporting within its operations department. Crucially, they simultaneously launched an active Employee Advisory Board (EAB), comprising a diverse cross-section of tellers, branch managers, and key back-office support staff. The EAB quickly identified several critical pain points: severely outdated core banking software leading to protracted transaction times, unclear escalation paths for complex customer issues, and insufficient, infrequent training for new product offerings. In parallel, the bank’s existing Customer Advisory Board (CAB) provided consistent feedback echoing concerns about excessive wait times, perceived inconsistencies in service quality, and a lack of personalized interaction.

The XMO proved to be the indispensable bridge. It meticulously analyzed the EAB’s feedback on software inefficiencies and training gaps, cross-referencing it with the CAB’s complaints about wait times and service quality. This integrated analysis revealed a direct, causal correlation: internal operational friction points directly translated into poor customer experiences. The XMO then championed a high-priority, cross-departmental project to modernize the core banking software, streamline digital workflows, and introduce a comprehensive, tiered training program for all branch staff, directly based on EAB recommendations. Regular, transparent updates on progress were provided to both advisory boards, reinforcing their critical role. Within a single year, teller turnover decreased by a remarkable 20%, and customer satisfaction with in-branch service experienced a significant, measurable improvement, unequivocally validating the transformative power of integrating direct employee insights into holistic customer experience enhancements.

Key Takeaway: Integrating EAB insights with CAB feedback via an XMO reveals systemic issues, leading to co-created solutions that dramatically improve both employee and customer experiences.

Conclusion: The Future of Holistic Experience Leadership

The strategic integration of a proactive Experience Management Office with thoughtfully structured Customer, Partner, and Employee Advisory Boards represents the pinnacle of human-centered innovation and leadership. This powerful nexus creates a robust, empathetic, and continuous feedback ecosystem that not only informs and validates but also dynamically refines an organization’s entire experience strategy. It ensures that all strategic decisions and operational improvements are profoundly grounded in real-world perspectives, fostering deeper trust across all stakeholder groups, accelerating the pace of meaningful innovation, and ultimately driving sustainable, differentiated growth. For leaders aspiring to truly excel in the experience economy, this holistic, integrated approach is not merely an option—it is an undeniable imperative. It’s about orchestrating a diverse symphony of voices to create a harmonious, compelling, and continuously improving experience for everyone involved, building loyalty and advocacy from the inside out.

Contact me if you’re interested in working together to build or enhance your Experience Management Office (XMO).

Accelerate your change and transformation success

Content Authenticity Statement: The ideas are those of Braden Kelley, with a little help from Google Gemini to shape the article and create the illustrative case studies.

Image credit: Unsplash

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Unblocking Change

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Unblocking Change

GUEST POST from Mike Shipulski

If you want things to change, you have two options. You can incentivize change or you can move things out of the way that block change. The first way doesn’t work and the second one does. For more details, click this link at it will take you to a post that describes the late Danny Kahneman’s thoughts on the subject.

And, also from Kahneman, to move things out of the way and unblock change, change the environment.

Change Blocker 1 – Metrics

When you measure someone on efficiency, you get efficiency. And if people think a potential change could reduce efficiency, that change is blocked. And the same goes for all metrics associated with cost, quality and speed. When a change threatens the metric, the change will be blocked. To change the environment to eliminate the blocking, help people understand who the change will actually IMPROVE the metric. Do the analysis and educate those who would be negatively impacted if the change reduced the metric. Change their environment to one that believes the change will improve the metric.

Change Blocker 2 – Incentives

When someone’s bonus could be negatively impacted by a potential change, that change will be blocked. Figure out whose incentive compensation are jeopardized by the potential change and help them understand how the potential change will actually increase their incentives. You may have to explain that their incentives will increase in the long term, but that’s an argument that holds water. Until they believe their incentives will not suffer, they’ll block the change.

Change Blocker 3 – Fear

This is the big one – fear of negative consequences. Here’s a short list: fear of being judged, fear of being blamed, fear of losing status, fear of losing control, fear of losing a job, fear of losing a promotion, fear of looking stupid and fear of failing. One of the best ways to help people get over their fear is to run a small experiment that demonstrates that they have nothing to fear. Show them that the change will actually work. Show them how they’ll benefit.

Eliminating the things that block change is fundamentally different than pushing people in the direction of change. It’s different in effectiveness and approach. Start with the questions: “What’s in the way of change?” or “Who is in the way of change?” and then “Why are they in the way of change?” From there, you’ll have an idea what must be moved out of the way. And then ask: “How can their environment be changed so the change-blocker can be moved out of the way?”

What’s in the way of giving it a try?

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Making it Safe to Innovate

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Building Emotional Safety

Making it Safe to Innovate - Building Emotional Safety

GUEST POST from Janet Sernack

When my husband and I became accredited as foster parents for children in need, I thought my skills as a trainer and facilitator would help me navigate the challenges we faced. I quickly discovered that when children arrived at our home late at night, often physically injured and emotionally distraught due to a tragic accident or being separated from their families, their primary need was for emotional safety. This began my long and enlightening quest into what it truly means for someone to develop both emotional and psychological safety. To discover and explore why both emotional and psychological safety are crucial for people to survive, innovate and thrive in the post-pandemic, unstable, and uncertain world.

The whole issue of “safety” is a crucial one. Causing many people, especially those in the change, learning and coaching space, to stop, pause, retreat, and reflect upon how to personalize and contextualize it for ourselves and others we care about and interact with. Yet so few people understand the importance of creating safe environments, especially today when there is so much hatred and violence happening on many of our streets.

We all deserve to, and are entitled to, feel emotionally safe and secure in all aspects of our lives.

What does it mean to be safe?

Because safety: the condition of being protected from or unlikely to cause danger, risk, or injury, impacts everyone and everything in our entire world system. It is an essential element required for our survival, growth, and ability to navigate and innovate in the post-pandemic era. Safety is critical in enhancing people’s capacity to connect, belong, and engage in purposeful relationships, build happy families and secure communities, as well as produce creative, inventive, and innovative work that helps make the world a better place.

What is emotional safety?

Emotional safety exists in an environment where individuals feel valued, respected, and heard, regardless of their values, beliefs, or religious or cultural origins. It involves allowing people to feel safe and secure, nurturing vulnerability, and sharing personal thoughts and feelings without fear of having their words judged as “bad” or “wrong.” Without facing punishment, discrimination, persecution, diminishment, blame, shame, hatred, or violence by others.

It’s a space where it’s safe to say “I don’t know” or “I made a mistake” without being labelled as incompetent or “lacking” in some vital way.

Improving well-being, engagement and productivity

Emotional safety is a vital element of an emotionally and mentally healthy environment that fosters well-being, boosts engagement, and enhances productivity. In such an environment, individuals feel secure enough to express, explore, and share their thoughts and feelings about themselves, their colleagues, managers, leaders, and even their organization as a whole. People feel respected and trusted to share ideas, establish boundaries, and be accepted for who they are, what they believe in, flaws and all.

Building mutuality

The intention is to build mutuality, defined by the American Psychological Association as:

“The tendency of relationship partners to think of themselves as members of a dyadic relationship rather than as distinct individuals. As close relationships, particularly romantic ones, develop over time, partners display increasing levels of mutuality, which may influence their affect, cognition, and behavior. In interdependence theory, the tendency of partners to depend equally on each other’s behavior for the attainment of desirable outcomes”.

We live in an interdependent, globalized world where developing emotionally safe, positive, and interactive mutual relationships across geographies, technologies, demographics, and functions is more important than ever. Mutuality lays the groundwork for creating a shared understanding that fosters a safe and open space for learning and effective interactions, based on cooperative, co-petitive, and collaborative relationships in the workplace.

Becoming attuned

Emotional intelligence, empathy, trust, and effective communication are vital for fostering emotional safety and form the basis for developing effective emotional regulation and management strategies. This enables us to attune to and connect with others with whom we wish to build relationships.

According to Dr. Dan Seigal:

“When we attune with others, we allow our internal state to shift, to come to resonate with the inner world of another. This resonance is at the heart of the important sense of “feeling felt” that emerges in close relationships. Children need attunement to feel secure and to develop well, and throughout our lives we need attunement to feel close and connected.”

As a foster carer, my ability and willingness to attune with them represented the most important gift I could offer the children. It allowed them to feel close and connected to someone who genuinely cared for them by simply providing the most basic essentials. With no judgement or strings attached, and with both detachment and empathy, it also provided them with crucial evidence that this could indeed continue to be possible for them in their future lives.

As a trainer, facilitator, and coach, these are the key ingredients for establishing an emotionally safe and effective learning intervention, particularly about the people side of innovation and in building an organization that fosters a culture of failure.

Developing a psychologically safe culture

Emotional safety is closely linked to psychological safety, which is the belief that individuals can be themselves at work and share their opinions and ideas without fear of negative repercussions. According to Dr Timothy Clarke at the Leaderfactor, psychological safety empowers individuals and teams to reach new levels of creativity, collaboration, and innovation by nurturing a culture of inclusion and vulnerability. It is a social condition where people feel accepted and secure enough to learn, contribute, and question the status quo, free from fear of embarrassment, marginalization, or punishment, by creating an environment founded on permission, safety, and trust.

Embodying a way of being

Creating this emotional state or culture is much harder than most people think. Most organizations believe it’s something they must achieve through process and system changes, rather than by embodying it as a way of being a manager, leader, trainer, or coach who creates:

Sanctuaries of inclusion—a space where individuals feel safe and are encouraged to express their feelings, thoughts, opinions, and ideas, fostering a profound sense of inclusion, connection, and belonging.
Safe containers – a space where individuals confidently disrupt conventional or habitual ways of doing things, step outside their comfort zones, and challenge the status quo, allowing dissonance, contradiction, paradox, and conflict as sources of creative tension to disrupt, differ, and deviate from the norm.
Collective holding spaces—where individuals accept responsibility, take ownership, and are trusted to contribute to the entire system. By fostering co-creative, interdependent relationships both internally and externally, we work towards achieving the team’s and organization’s vision, mission, purpose, and collective goals.
Incubators and accelerators of innovation—where team members are free to emerge, diverge, and converge possibilities. They are empowered, enabled, and equipped to transform these into creative ideas and opportunities. Individuals and teams feel safe in unlearning, learning, and relearning new ways of being, thinking, and acting. This environment challenges the status quo by encouraging disruptive questions, taking calculated risks, and experimenting with new ideas within an authentic, fail-fast culture that promotes quick learning.

Benefits of emotional and psychological safety

Enhances individual, team, and collective engagement, connection, and belonging. It establishes a foundation for harnessing and mobilizing people’s collective intelligence in line with the organization’s vision, mission, and purpose.
Promotes effective team collaboration, where individuals feel at ease sharing their ideas, opinions, and concerns. It cultivates an environment where diverse perspectives can be openly discussed alongside differing views:
Inspires people to be emotionally energetic, agile, and adaptable in the face of uncertainty and chaos, as well as in a rapidly changing business landscape.

AI will continue to disrupt job stability and security.

Developing emotional and psychological safety is a key success factor that underpins a culture of innovation, as it creates the essential space for individuals to think and act differently. This is achieved through experimentation, learning from failures, and exploring new methods that lead to breakthrough ideas and innovative solutions, enabling individuals to survive and thrive in the age of AI.

Both job losses and opportunities

Fast Company shares that Anthropic CEO Dario Amodei has a stark warning for the developed world about job losses resulting from AI. The CEO told Axios that AI could wipe out half of all entry-level white-collar jobs. This could result in a 10% to 20% rise in the unemployment rate over the next one to five years, Amodei says. The losses could come from tech, finance, law, consulting, and other white-collar professions, with entry-level jobs being hit the hardest.

Just as the children we fostered needed emotional safety, we all require emotional safety when walking our city streets. Similarly, while at work, we all need a psychologically safe working environment rooted in mutuality and trust. This is what allows individuals to attune to each other, feel secure, bonded, and connected, fostering a sense of belonging and unity. This requires investing in the co-creation of emotionally and psychologically safe spaces that attract and retain top talent, enabling individuals to feel valued, as they truly matter, and helping them adapt, innovate, grow, perform and thrive in a post-pandemic, unstable, and uncertain world.

This is an excerpt from our upcoming book, “Anyone Can Learn to Innovate,” scheduled for publication in late 2025.

Please find out about our collective learning products and tools, including The Coach for Innovators, Leaders, and Teams Certified Program, presented by Janet Sernack . It is a collaborative, intimate, and profoundly personalized innovation coaching and learning program supported by a global group of peers over nine weeks. It can be customized as a bespoke corporate learning program.

It is a blended and transformational change and learning program that will give you a deep understanding of the language, principles, and applications of an ecosystem-focused, human-centric approach and emergent structure (Theory U) to innovation. It will also upskill people and teams and develop their future fitness within your unique innovation context. Please find out more about our products and tools.

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Strategic Foresight Secrets to Success

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Strategic Foresight Secrets to Success

GUEST POST from Robyn Bolton

Convinced that Strategic Foresight shows you a path through uncertainty? Great! Just don’t rush off, hire futurists, run some workshops, and start churning out glossy reports.

Activity is not achievement.

Learning from those who have achieved, however, is an excellent first activity. Following are the stories of two very different companies from different industries and eras that pursued Strategic Foresight differently yet succeeded because they tied foresight to the P&L.

Shell: From Laggard to Leader, One Decision at a Time

It’s hard to imagine Shell wasn’t always dominant, but back in the 1960s, it struggled to compete. Tired of being blindsided by competitors and external events, they sought an edge.

It took multiple attempts and more than 10 years to find it.

In 1959, Shell set up their Group Planning department, but its reliance on simple extrapolations of past trends to predict the future only perpetuated the status quo.

In 1965, Shell introduced the Unified Planning Machinery, a computerized forecasting tool to predict cash flow based on current results and forecasted changes in oil consumption. But this approach was abandoned because executives feared “that it would suppress discussion rather than encourage debate on differing perspectives.”

Then, in 1967, in a small 18^th-floor office in London, a new approach to ongoing planning began. Unlike past attempts, the goal was not to predict the future. It was to “modify the mental model of decision-makers faced with an uncertain future.”

Within a few years, their success was obvious. Shell executives stopped treating scenarios as interesting intellectual exercises and started using them to stress-test actual capital allocation decisions.

This doesn’t mean they wholeheartedly embraced or even believed the scenarios. In fact, when scenarios suggested that oil prices could spike dramatically, most executives thought it was far-fetched. Yet Shell leadership used those scenarios to restructure their entire portfolio around different types of oil and to develop new capabilities.

The result? When the 1973 oil crisis hit and oil prices quadrupled from $2.90 to $11.65 per barrel, Shell was the only major oil company ready. While competitors scrambled and lost billions, Shell turned the crisis into “big profits.”

Disney: From Missed Growth Goals to Unprecedented Growth

In 2012, Walt Disney International’s (WDI) aggressive growth targets collided with a challenging global labor market, and traditional HR approaches weren’t cutting it.

Andy Bird, Chairman of Walt Disney International, emphasized the criticality of the situation when he said, “The actions we make today are going to make an impact 10 to 20 years down the road.”

So, faced with an unprecedented challenge, the team pursued an unprecedented solution: they built a Strategic Foresight capability.

WDI trained over 500 leaders across 45 countries, representing five percent of its workforce, in Strategic Foresight. More importantly, Disney integrated strategic foresight directly into their strategic planning and performance management processes, ensuring insights drove business decisions rather than gathering dust in reports.

For example, foresight teams identified that traditional media consumption was fracturing (remember, this was 2012) and that consumers wanted more control over when and how they consumed content. This insight directly shaped Disney+’s development.

The results speak volumes. While traditional media companies struggled with streaming disruption, Disney+ reached 100 million subscribers in just 16 months.

Two Paths. One Result.

Shell and Disney integrated Strategic Foresight differently – the former as a tool to make high-stakes individual decisions, the latter as an organizational capability to affect daily decisions and culture.

What they have in common is that they made tomorrow’s possibilities accountable to today’s decisions. They did this not by treating strategic foresight as prediction, but as preparation for competitive advantage.

Ready to turn these insights into action? Next week, we’ll dive into the tools in the Strategic Foresight toolbox and how you and your team can use them to develop strategic foresight that drives informed decisions.

Image credit: Gemini

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Getting Back to Measuring What Matters

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Getting Back to Measuring What Matters

GUEST POST from Greg Satell

“Not everything that can be counted counts and not everything that counts can be counted,” is a quote often attributed to Albert Einstein, which I think aptly sums up the past 40 years. Since the 80s, we’ve been laser-focused on numbers and missed the underlying math. We’ve become finance-obsessed but lost track of economics.

Consider Jack Welch, who Fortune magazine named “Manager of the Century.” In the article explaining why he deserved such an honor, it lauded the CEO’s ability to increase the stock price and deliver consistent earnings growth, but nowhere did it refer to a breakthrough product or impact on society.

There’s a good reason for that. As NY Times columnist David Gelles explains in, The Man Who Broke Capitalism, Welch increased profits largely by firing workers, cutting investment and ‘financializing’ the firm. During his 20 year reign, innovation faltered and the company produced less, not more. Clearly, we need to reevaluate what we consider valuable.

What’s The Purpose Of A Company?

In a famous 1937 paper, Ronald Coase argued that the economic function of a firm was to minimize transaction costs, especially information costs. For example, it makes sense to keep employees on staff, even if you might not need them today, so that you don’t need to search for people tomorrow when important work needs to be done..

In 1976, Michael Jensen and William Meckling built on Coase’s work in their groundbreaking paper entitled The Theory of The Firm, which asserted that the purpose of the firm was to make money for its owners. They further argued that there is a fundamental principal-agency problem between managers and owners because their interests are not perfectly aligned.

These were brilliant works of economic theory, but as reflections of reality they are somewhat absurd. People start businesses for all sorts of reasons, profits being just one motivation. That’s why we have public benefit corporations and socially responsible investment funds. Heirs such as Abigail Disney have spoken out strongly against corporate greed.

There is simply no basis for the notion that owners of businesses care only about profits, much less the stock price over a given period. Yet during the 1970s and 1980s there was a growing conservative intellectual movement that argued that managers had a moral responsibility to increase shareholder value at the expense of pretty much everything else.

Today, many portray the conservative movement behind the nation of shareholder value as evil and greedy. Most of the evidence indicates that its leaders thought they were doing the right thing. It seems that there were more fundamental errors at play.

Management By Algorithm

In the 1920s , a group of intellectuals in Berlin and Vienna, became enamored by an idea that came to be known as logical positivism, that human affairs should be subjected to the same logical rigor as physical sciences. It failed miserably and, when Kurt Gödel published his incompleteness theorems in 1931, it was completely discredited.

Yet the strain of thought that arose in the 1970s that gave rise to Jack Welch’s brand of capitalism was essentially the same thing. It was, in effect, management by algorithm, in which human agency was eschewed and decisions were boiled down to a single variable to be optimized. Pretty much everything else could be blissfully ignored.

Does a particular action further the mission of the enterprise? It doesn’t matter as long as the stock price goes up. Will a merger of two companies undermine market forces and restrain trade? Unless regulators can prove that prices will go up, they have no right to step in. What should govern relations between nations? They should simply pursue their interests.

These ideas failed for the same reason that the original theory of logical positivism did. The world is a messy place, with lots going on. You can’t simply boil complex problems down to a single variable—or even a limited set—and not lose important information in the process. The notion that you could was naive and reckless.

The Cost Of Carelessness

To understand why the Welch era went so badly, let’s look at one common practice that took hold in the 1980s and 90s: Offshoring. From a shareholder value perspective, it has an intuitive logic. You move your factory from high wage countries such as the US to low wage countries such as China and pocket the savings. You lower costs and increase profits, at least in the short-term.

Yet that analysis omits some important factors. First of all, it undermines trust among employees, suppliers and other partners when relationships are treated as purely transactions. Also, a Harvard study found that moving the factory floor thousands of miles away from R&D reduces knowledge transfer and has a negative effect on innovation.

Looking back, it’s easy to see how this played out at GE. The company became more profitable, but less productive. For decades, it failed to innovate. Its last major invention was the CT scanner, which came out in the 1970s, before Jack Welch took the helm. Today the company is worth about $60 billion, roughly the same as back in the 90s.

The results for society are just as clear. Our economy has become markedly less productive, less competitive and less dynamic. Purchasing power for most people has stagnated. Life expectancy in the US has decreased in a number of years over the past decade. Anxiety and depression, which have been rising for a while, accelerated during the pandemic.

Creating Mission-Driven Organizations

The statistician George Box famously said, “All models are wrong, but some are useful” and that’s especially true of economic models. When Ronald Coase argued that the “nature of a firm” was to reduce transaction costs, he didn’t mean that was the only purpose of an enterprise. To argue that there is a principal-agent problem between owners and managers should not imply that it only applies to profits.

In fact, as Andrew Winston and Paul Polman explain in their book Net Positive, many practices that aren’t sustainable depress profits in the long run. Running an enterprise that dismisses the interests of customers, partners and communities is destined for trouble. Sooner or later, there will be a reckoning.

In the final analysis, the purpose of an enterprise is its mission. When we think of great founders such as Henry Ford, Sam Walton and Steve Jobs, they had vastly different purposes in mind, but it was fulfilling that purpose that drove profits. Ford was passionate about the power of transportation. Walton was fanatical about serving the customer. Can you imagine what Steve Jobs would have said about an ugly product that could make him a lot of money?

That’s what we’ve gotten wrong over the last 50 years. We’ve been counting the wrong things. Economics should serve people, not the other way around. The success of a society needs to be measured by the well-being of those who live in it. If companies profit, but our people are impoverished, our air and water are more polluted, our children less educated, we live unhappy lives and die deaths of despair, what have we really gained?

— Article courtesy of the Digital Tonto blog
— Image credit: Unsplash

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The Unsung Heroes of Culture

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Employee Experience Advisory Boards and the XMO

The Unsung Heroes of Culture - Employee Experience Advisory Boards and the XMO

by Braden Kelley and Art Inteligencia

We live in an age where the war for talent is fiercer than ever, and employee engagement surveys, while useful, often feel like a lagging indicator. Organizations are realizing that a truly thriving culture isn’t built from the top down alone, nor can it be accurately measured by a single annual pulse check. To genuinely understand and nurture the employee experience, you need to go beyond surveys. You need a dedicated, empowered voice from within the ranks: the Employee Experience Advisory Board (EXAB).

For too long, the ‘people’ aspect of business has been relegated to HR, often seen as a cost center rather than a strategic imperative. But the truth is, the employee experience *is* the customer experience. It *is* the innovation engine. And it *is* the foundation of a resilient, high-performing organization. This is where the EXAB, working hand-in-hand with an Experience Management Office (XMO), becomes not just a nice-to-have, but a strategic necessity.

Why an Employee Experience Advisory Board?

An EXAB is a diverse group of employees, representing various levels, departments, and demographics, who serve as a living, breathing feedback loop for the organization. They are the frontline observers, the informal leaders, and the unvarnished truth-tellers who can articulate the nuances of the daily employee journey. Their value stems from several key areas:

Authentic Insights: Surveys tell you *what* happened; an EXAB tells you *why* and *how it felt*. They provide qualitative data that quantitative metrics often miss.
Early Warning System: They can spot emerging issues, potential pain points, and cultural shifts long before they escalate into widespread problems.
Design Thinking in Action: By involving employees in the design of their own experience, you foster a sense of ownership and co-creation. This moves beyond ‘listening’ to ‘co-creating.’
Bridging the Gap: EXABs serve as a crucial bridge between leadership and the broader employee base, fostering trust and transparency.
Innovation Catalysts: A positive employee experience directly fuels innovation. Engaged employees are more likely to contribute ideas, take risks, and collaborate effectively.

Integrating with the Experience Management Office (XMO)

While an EXAB provides invaluable insights, these insights must be acted upon systematically. This is where the Experience Management Office (XMO) comes in. An XMO is a centralized function dedicated to orchestrating, measuring, and improving all experience touchpoints – be they customer, employee, or partner. When an EXAB and XMO collaborate, a powerful synergy emerges:

The EXAB identifies opportunities, pain points, and innovative solutions directly from the employee perspective.
The XMO then takes these insights, analyzes them within the broader experience ecosystem, prioritizes initiatives, allocates resources, and implements changes. They provide the strategic framework and operational muscle.
The EXAB, in turn, can serve as a testing ground for proposed solutions and provide real-time feedback on their effectiveness, ensuring that changes resonate with the employee base.

Think of it this way: the EXAB are the eyes and ears on the ground, providing rich, contextual intelligence. The XMO is the brain and hands, translating that intelligence into actionable strategy and execution across the entire experience landscape. Without the EXAB, the XMO risks making decisions in a vacuum. Without the XMO, the EXAB’s valuable insights might remain unacted upon.

Case Studies in Collaboration: EXAB + XMO in Action

Case Study 1: “Ignite” at a Global Tech Giant

A major technology company, facing increasing attrition rates and feedback indicating a disconnect between leadership vision and daily employee reality, established an EXAB they called “Ignite.” Comprising 25 employees from diverse roles, Ignite met monthly with the newly formed XMO. One of Ignite’s early observations was a pervasive feeling among junior engineers that their ideas weren’t heard and that career progression was opaque. The XMO, informed by Ignite’s granular feedback, launched a series of “Innovator’s Guild” workshops, providing a structured forum for idea submission and mentorship. Simultaneously, they revamped career pathing resources and introduced a transparent internal mobility portal. Within 18 months, not only did attrition rates for junior engineers drop by 15%, but the company also saw a 20% increase in patent submissions directly linked to ideas generated through the guild. The EXAB’s qualitative insights directly fueled the XMO’s strategic interventions, leading to measurable improvements in both culture and innovation output.

Case Study 2: “CareConnect” at a Healthcare Provider

A large healthcare network, grappling with burnout among its nursing staff and a perceived lack of voice, established “CareConnect,” an EXAB specifically for frontline healthcare professionals. Their XMO, initially focused primarily on patient experience, quickly realized the inseparable link between employee well-being and patient outcomes. CareConnect highlighted critical issues such as inefficient shift scheduling, inadequate break facilities, and a desire for more mental health support. The XMO, leveraging this input, implemented a new AI-driven scheduling system that gave nurses more control, redesigned break rooms into “recharge zones,” and launched a comprehensive mental wellness program with on-site counselors. The impact was profound: a 10% reduction in nurse turnover, a significant improvement in patient satisfaction scores (as reported in post-visit surveys), and a visible boost in staff morale. This case demonstrates how an EXAB can pinpoint specific, actionable improvements that directly impact both employee well-being and core business objectives, with the XMO providing the structured approach to scale and sustain these changes.

Building a Culture of Continuous Improvement

The establishment of an EXAB, seamlessly integrated with an XMO, signals a fundamental shift in how organizations approach culture. It moves from a reactive, survey-driven approach to a proactive, co-creative one. It’s about empowering employees not just to report problems, but to be part of the solution. It’s about creating a living, breathing mechanism for continuous cultural improvement.

In a world of constant change, the most resilient and innovative organizations will be those that prioritize the human experience at their core. The Employee Experience Advisory Board and the Experience Management Office are not just strategic tools; they are the architects of a future where work isn’t just a place we go, but a place where we truly belong, contribute, and thrive. If you’re serious about creating a culture that attracts, retains, and inspires the best, it’s time to unleash the power of your people through these vital structures.

Contact me if you’re interested in working together to build or enhance your Experience Management Office (XMO).

Content Authenticity Statement: The ideas are those of Braden Kelley, with a little help from Google Gemini to shape the article and create the illustrative case studies.

Image credit: Unsplash

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The Trust Network Knows

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The Trust Network Knows

GUEST POST from Mike Shipulski

Trust is the most important element in business. It’s not organizational authority, it’s not alignment, it’s not execution, it’s not best practices, it’s not competitive advantage and it’s not intellectual property. It’s trust.

Trust is more powerful than the organizational chart. Don’t believe me? Draw the org chart and pretend the person at the top has a stupid idea and they try to push down into the organization. When the top person pushes, the trust network responds to protect the company. After the unrealistic edict is given, the people on the receiving end (the trust network) get together in secret and hatch a plan to protect the organization from the ill-informed, but well-intentioned edict. Because we trust each other, we openly share our thoughts on why the idea is less than good. We are not afraid to be judged by members of trust network and, certainly, we don’t judge other members of the network. And once our truths are shared, the plan starts to take shape.

The trust network knows how things really work because we’ve worked shoulder-to-shoulder to deliver the most successful new products and technologies in company history. And through our lens of what worked, we figure out how to organize the resistance. And with the plan roughed out, we reach out to our trust network. We hold meetings with people deep in the organization who do the real work and tell them about the plan to protect the company. You don’t know who those people are, but we do.

If you don’t know about the trust network, it’s because you’re not part of it. But, trust me, it’s real. We meet right in front of you, but you don’t see us. We coordinate in plain sight, but we’re invisible. We figure out how things are going to go, but we don’t ask you or tell you. And you don’t know about us because we don’t trust you.

When the trust network is on your side, everything runs smoothly. The right resources flow to the work, the needed support somehow finds the project and, mysteriously, things get done faster than imagined. But when the trust network does not believe in you and your initiative, the wheels fall off. Things that should go smoothly, don’t, resources don’t flow to the work and, mysteriously, no one knows why.

You can push on the trust network, but you can’t break us. You can use your control mechanisms, but we will feign alignment until your attention wanes. And once you’re distracted, we’ll silently help the company do the right thing. We’re more powerful than you because you’re striving and we’re thriving. We can wait you out because we don’t need the next job. And, when the going gets tough, we’ll stick together because we trust each other.

Trust is powerful because it must be earned. With years of consistent behavior, where words match actions year-on-year, strong bonds are created. In that way, trust can’t be faked. You’ve either earned it or you haven’t. And when you’ve earned trust, people in the network take you seriously and put their faith in you. And when you haven’t earned trust, people in the network are not swayed by your words or your trendy initiative. We won’t tell you we don’t believe in you, but we won’t believe in you.

The trust network won’t invite you to join. The only way in is to behave in ways that make you trustworthy. When you think the company is making a mistake, say it. The trust network likes when your inner thoughts match your outer words. When someone needs help, help them. Don’t look for anything in return, just help them. When someone is about to make a mistake, step in and protect them from danger. Don’t do it for you, do it for them. And when someone makes a mistake, take the bullets. Again, do it for them.

After five or ten years of unselfish, trustworthy behavior, you’ll find yourself in meetings where the formal agenda isn’t really the agenda. In the meeting you’ll chart the company’s path without the need to ask permission. And you’ll be listened to even when your opinion is contrary to the majority. And you’ll be surrounded by people that care about you.

Even if you don’t believe in the trust network, it’s a good idea to behave in a trustworthy way. It’s good for you and the company. And when the trust network finally accepts you, you’ll be doubly happy you behaved in a trustworthy way.

Image credit: MarilynJane on Flickr

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Employees Are Calling BS on Customer-First Leadership

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Employees Are Calling BS on Customer-First Leadership

GUEST POST from Robyn Bolton

The data speaks for itself: Your employees don’t believe you practice customer-first leadership.

According to Gallup’s research, only one in five of your people think you make decisions with customers in mind. That means four out of five watch you say one thing and do another. Every. Single. Day.

And it’s getting worse. Fewer than three in ten of your employees feel proud of what they’re building for your customers. As a result, employee pride in what they create and deliver is at an all-time low.

You know what this means, don’t you? Your customer-first messaging isn’t inspiring anyone—it’s insulting them. Because they see the truth behind your town hall speeches, and the truth is that customers aren’t first.

How Are We Still Screwing This Up?

Customer-centricity has been business gospel for decades. We’ve got libraries full of case studies, armies of consultants, and enough “customer first” wall art to wallpaper the Apple HQ. So, how the hell are we getting worse at this?

Because most leaders treat customer focus like a box to check. They say the right words in town halls and analyst calls but make decisions that prioritize quarterly numbers, internal politics, and whatever shiny new idea they come up with.

Leaders say customers come first, then cut support staff to hit margins. They preach customer obsession, then ignore feedback that requires real change. They commission expensive customer journey maps, then never look at them again.

Employees see it all.

And when employees stop believing in what they deliver, customers know it immediately. Every burned-out support call, every half-hearted sales pitch, every policy that punishes the customer to boost the company’s profit.

You CAN do better

You only need to look as far as the telecom industry (?!?!?!) for an $800 million example.

In 2005, Arlene Harris co-founded GreatCall (now Lively) and did something radical: she built a company based on the Jobs to be Done of senior citizens. While everyone else chased flashy features for younger markets, she recognized that older Americans didn’t want a smartphone—they wanted a lifeline.

Harris delivered with the Jitterbug, a simple flip phone with giant buttons. But that was just the beginning. Focusing more on helping customers stay safe and connected than cool features for the tech geeks, she quickly built an ecosystem offering emergency response, health monitoring, 24/7 human support, and caregiver connectivity.

When Best Buy acquired GreatCall for $800 million in 2018, they weren’t buying a phone company. They were buying something rare: a trusted, high-value services company with intensely loyal customers.

Harris succeeded by doing precisely what the data shows most leaders aren’t doing: genuinely understanding and serving real customer needs.

WILL you do better?

Customer-first leadership isn’t a box to check. It’s basic leadership integrity. It’s the difference between meaning what you say and just saying what sounds good.

When four out of five of your employees don’t trust your customer commitment, the problem isn’t your strategy deck, digital transformation, or tariffs. The problem is you.

So here’s your moment of truth: When was the last time you listened to customer service calls? Not the sanitized highlights your team shows you—the raw, unfiltered frustration of someone who can’t get help. When did you last sit in a waiting room and watch how people navigate your system? Or stock a shelf and see what customers actually do?

If you can’t remember, that’s your answer. If you’ve never done it, that’s worse.

The question is: Will you keep performing customer-centricity, or start practicing it?

Image credit: Pixabay

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Values Determine Your Competitiveness

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Values Determine Your Competitiveness

GUEST POST from Greg Satell

When Lou Gerstner was chosen to lead IBM in 1993, he was an unlikely revolutionary. A McKinsey consultant and then the successful CEO of RJR Nabisco, he was considered to be a pillar of the establishment. He would, however, turn out to be as subversive as any activist, transforming the company and saving it from near-death.

Yet there was more to what he achieved than simply turning red ink to black. “The Gerstner revolution wasn’t about technology or strategy, it was about transforming our values and our culture to be in greater harmony with the market,” Irving Wladawsky-Berger, one of his chief lieutenants, told me.

Values are essential to how an enterprise honors its mission. They represent choices of what an organization will and will not do, what it rewards and what it punishes and how it defines success and failure. Perhaps most importantly, values will determine an enterprise’s relationships with other stakeholders, how it collaborates and what it can achieve.

Values Incur Costs And Constraints

At his very first press conference, Gerstner famously declared: “the last thing IBM needs right now is a vision.” It was an odd, even shocking statement for a new CEO charged with turning around a historic company. But what he understood, and few others did, was that unless he changed the culture to honor the values its success was built on, no strategy could succeed.

“At IBM we had lost sight of our values,” Wladawsky-Berger would later tell me. “For example, there was a long tradition of IBM executives dressing formally in a suit and tie. Yet that wasn’t a value, it was an early manifestation of a value. In the early days, many of IBM’s customers were banks, so IBM’s salespeople dressed to reflect their customers. So the value was to be close to customers.”

Gerstner had been a customer and knew that IBM did not always treat him well. At one point the company threatened to pull service from an entire data center because a single piece of competitive equipment was installed. So as CEO, he vowed to shift the focus from IBM’s “own “proprietary stack of technologies” to its customers’ “stack of business processes.”

Yet he did something else as well. He made it clear that he was willing to forego revenue on every sale to do what was right for the customer and he showed that he meant it. Over the years I’ve spoken to dozens of IBM executives from that period and virtually all of them have pointed this out. Not one seems to think IBM would still be in business today without it.

The truth is that if you’re not willing to incur costs and constraints, it’s not a value. It’s a platitude. “Lou refocused us all on customers and listening to what they wanted and he did it by example,” Wladawsky-Berger, remembers. “We started listening to customers more because he listened to customers.

Values Signal Trust And Credibility

In South Africa, the Congress of The People was held in June, 1955. The gathering, which included blacks, mixed race, Indians and liberal whites, convened to draft and adopt the Freedom Charter, much like the Continental Congress gathered to produce the Declaration of Independence in America. The idea was to come up with a common and inclusive vision.

However, the Freedom Charter was anything but moderate. It was a “revolutionary document precisely because the changes it envisioned could not be achieved without radically altering the economic and political structure of South Africa… In South Africa, to merely achieve fairness, one had to destroy apartheid itself, for it was the very embodiment of injustice,” Nelson Mandela would later write.

Yet despite its seemingly radical aims, the Freedom Charter spoke to common values, such as equal rights and equal protection under the law—not just among the signatories, but for anyone living in a free society. It was powerful because of how it signaled to outside stakeholders, such as international institutions, governments and corporations that they shared more with the anti-apartheid movement than they did with the regime.

It was because of those values that activists were able to successfully boycott firms, such as Barclays Bank and Shell Oil, that did business in South Africa. When those companies pulled their investments out, the dominoes began to fall. International sanctions and political pressure increased markedly and Apartheid became politically untenable.

Here again, values would play a crucial role. Much like Gerstner’s willingness to lose revenue on every sale to keep his commitment to IBM customers, Mandela’s commitment to the Freedom Charter, even during 27 years in prison, signaled to stakeholders—inside and outside of South Africa—that supporting his cause was the right thing to do.

Shared Values Drive Collaboration

In the 1960s and 70s, Route 128 outside of Boston was the center of technology, but by the 1990s Silicon Valley had taken over and never looked back. As AnnaLee Saxenian explained in her classic, Regional Advantage, the key difference had less to do with strategy, technology and tactics than it did with values and how the firms saw themselves.

Dominant Boston firms such as DEC, Data General and Wang Laboratories saw themselves as warring fiefdoms. The west coast startups, however, saw themselves as part of the same ecosystem and tended to band together and socialize. “Everybody worked for the same company — Silicon Valley,” Saxenian would later tell me.

This difference in values translated directly into differences in operational practice. For example, in Silicon Valley if you left your employer to start a company of your own, you were still considered part of the family. Many new entrepreneurs became suppliers or customers to their former employers and still socialized actively with their former colleagues. In Boston, if you left your firm you were treated as a pariah and an outcast.

When technology began to shift in the 80s and 90s, the Boston firms had little, if any, connection to the new ecosystems that were evolving. In Silicon Valley, however, connections to former employees acted as an antenna network, providing early market intelligence that helped those companies adapt.

When you value competition above all else, everyone is a potential enemy. However, when you are willing to forsake absolute fealty in the service of collaboration, you can leverage the assets of an entire ecosystem. Those may not show up on a strategic plan or a balance sheet, but they are just as important as any other asset.

Moving From Hierarchies to Networks

The truth is that IBM was not devoid of values when Gerstner arrived. It’s just that they’d gone awry. “IBM had always valued competitiveness, but we had started to compete with each other internally rather than working together to beat the competition,” Wladawsky-Berger remembers. Certainly it valued technology and profits, just not customers.

What Gerstner did was, as noted above, bring the company’s culture and values back into “harmony with the market.” The company no longer wielded monopoly-like power. It had to collaborate with a wide array of stakeholders. It was this realization that led it to become the first major technology company to embrace open source software and support Linux.

Traditionally we’ve seen the world as driven by hierarchies. Kings and queens ruled the world through aristocracies that carried out their orders. Corporate CEO’s outlined strategies that underlings would have to execute. Discipline was enforced through a system of punishments and rewards. Power was valued above all else.

Yet as Moisés Naím pointed out in The End of Power, “Power is easier to get, but harder to use or keep.” Therefore, the ability to attract has become more important than the power to compel or coerce. That’s why today, strategy has less to do with increasing efficiencies and acquiring resources and more to do with widening and deepening networks of connections.

Power no longer lies at the top of hierarchies, but emanates from the center of networks. What determines whether we will get there or not is our values.

— Article courtesy of the Digital Tonto blog
— Image credits: Pexels

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Optimizing Employee One-On-Ones

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Optimizing Employee One-On-Ones

GUEST POST from David Burkus

One-on-one meetings with employees are a crucial aspect of effective leadership. Organizations spent countless hours, money, and other resources trying to find the most qualified talent on board, and then spent more money to keep that talent motivated and engaged. And yet, the single most time time-efficient and effective way to invest in the growth and development of employees is a simple feedback session with their direct supervisor.

In this article, we will delve into the three main sections that make up a successful one-on-one meeting: expectations, feedback, and growth and development. By following this structure, you can ensure that your meetings are productive and meaningful, leading to improved performance and employee satisfaction.

Expectations

The first part of your one-on-one meetings with employees should focus on expectations. Setting clear objectives and expectations is the foundation of any successful working relationship. During one-on-one meetings, it is essential to discuss and align on these expectations to ensure that everyone is on the same page. By doing so, you can monitor progress, celebrate achievements, and identify any factors that may be affecting performance.

By setting clear objectives and roles, you provide your employees with a sense of direction and purpose. This clarity allows them to focus their efforts on the most important tasks and prioritize their work effectively. Monitoring progress and celebrating achievements not only boosts morale but also provides an opportunity to recognize and reward outstanding performance. Additionally, by identifying factors that may be affecting performance, you can work together to find solutions and remove any obstacles that may hinder progress.

Feedback

The second part of your one-on-one meetings with employees should focus on feedback. Feedback is a powerful tool for growth and improvement. During one-on-one meetings, it is crucial to provide fair feedback that highlights both areas of high performance and areas for improvement. By acknowledging and appreciating the employee’s strengths, you motivate them to continue excelling in those areas. Simultaneously, by providing constructive feedback, you help them identify areas where they can grow and develop.

This section is also meant to be a two-way conversation. This is a time for employees to give you feedback as well. How are you doing as their manager? What resources do they need that you can provide? Encourage your employees to share their thoughts and ideas, and actively listen to their feedback. By fostering a safe and supportive environment, you can build trust and strengthen the relationship with your team members.

Growth and Development

The final part of your one-on-one meetings with employees should discuss the employees’ growth and development. Take the time to discuss their long-term career goals, the skills they want to develop, and potential future roles they aspire to. Understanding your employees’ career aspirations allows you to tailor their development plans and provide them with the necessary resources and opportunities to achieve their goals. By identifying the skills and knowledge they need to grow, you can offer targeted training and development programs. Additionally, supporting employees in their current roles by assigning challenging projects or providing mentorship opportunities can facilitate their growth and prepare them for future roles within the organization.

This section should focus on the real and accurate career objectives of employees. Unfortunately, too often employees who lack trust in their boss or the company invent false ambitions (“I want to be a manager” or “I’m here for the long-term.”) It’s okay if some employees decide their long-term goals will take them away from the organization. Leaders can still invest in their growth, and they can still be high performers in the meantime.

One-on-one meetings with employees are a valuable investment of time and effort. By following the threefold structure of expectations, feedback, and growth and development, you can create a supportive and engaging work environment. Candid and honest conversations in these meetings can lead to faster growth and better results than formal annual reviews or performance improvement plans.

Remember, the order of the three sections is important, as ending on growth and development helps make the conversation forward-looking and motivating. By setting clear expectations, providing constructive feedback, and supporting your employees’ growth, you can foster a culture of continuous improvement and help everyone on your team do their best work ever.

Image credit: Pexels

Originally published at https://davidburkus.com on September 18, 2023.

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