Ruma Malia
Employee Engagement
The Physical Workplace and EX: How to Get It Right
Office 2.0 is here. Whether you're hiring, looking for work, or currently on the job, there's a...
Ruma Malia
September 11, 2024 | 8 MIN READ
Employee Engagement
The Ultimate Guide to NPS: Everything You Need to Know
As a growth-focused business leader, you are already invested in tracking plenty of CX metrics....
Ruma Malia
September 11, 2024 | 8 MIN READ
Employee Engagement
Sustainability: The CX Frontier That You Need to Win Now
If you are a Gen Z-focused business, you already know that customer experience is the heart of ...
Ruma Malia
September 11, 2024 | 8 MIN READ
Employee Engagement
Why Over-Apologizing Is Bad For CX (And What to Fix Instead)
When results came in from the annual customer survey, Richard was shocked. What could be offens...
Ruma Malia
May 21, 2024 | 8 MIN READ
Employee Engagement
4 Reasons Why Over-Apologizing at Work Hurts EX
As he mumbled “Sorry” for perhaps the tenth time that day, Glenn wondered where all the apo...
Ruma Malia
May 9, 2024 | 8 MIN READ
Employee Engagement
The Busy Manager’s Guide: Resource Management in a Fluid Business Environment
Raise your hand if you have too many resources.Anyone?Exactly.The problem of plenty...
Ruma Malia
August 9, 2024 | 8 MIN READ
Employee Engagement
Critical Thinking in The Age of AI: Loss, Risk, and Protecting EX
Operations Manager Pia has three to five tabs of generative AI tools open on her laptop at any ...
Ruma Malia
April 25, 2024 | 8 MIN READ
Employee Engagement
The Art of Resource(ful) Management: How to Get More Done with Less
Even as investments in talent and technology resources grow, effective resource management is a...
Ruma Malia
April 25, 2024 | 8 MIN READ
Employee Engagement
Critical Thinking: The Skill Gap That’s Hurting CX
For years, Ben's company enjoyed high customer retention. His team regularly received feedback ...
Ruma Malia
April 25, 2024 | 8 MIN READ
Employee Engagement
4 Reasons Why Clients Want You to Drive Project Management
Project management consultant Joe was in for a pleasant surprise. Although they'd recently be...
Ruma Malia
April 1, 2024 | 8 MIN READ
