Scaling up excellence is not a footprint problem but a mindset problem - Interview with Huggy Rao
- E98
- 29:58
- January 11th 2020
Today’s interview is with Huggy Rao, Atholl McBean Professor of Organizational Behavior and Human Resources at Stanford Graduate School of Business and co-author of a new book, with Robert Sutton, called: Scaling Up Excellence: Getting to More Without Settling for Less. Huggy joins me today to talk about the book, the key scaling challenges that confront every organization and how you spread pockets of excellence across an organisation.
This interview follows on from my recent interview: Transforming the internal customer service experience of your IT dept – Interview with Jason Andrew of BMC Software – and is number ninety-eight in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.
Punk CX: Customer Experience Insights with Adrian Swinscoe
Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service.
Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues.
Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.