Ep. 3: How Leaders Can Transform Employee Behaviors for a Better CX (with Chip Neidigh)

By 2023, C-Suite leaders across the globe plan to pour a collective $6.8 trillion into overhauling their technology and processes. Execs are prioritizing change management to improve their customer experience and rid companies of technical debt. But along the way, it’s up to you to transform your internal teams, driving new attitudes and behaviors to support the goals and processes you map out. We’re sitting down with Chip Neidigh, CEO and founder of Kairos - an executive coaching firm that challenges C-suite leaders to solve their hardest problems by building individual and team capacity. Chip’s sharing one tool in the Kairos toolbox, called the BOX Tool. It’s a model for coaching that’s based on aligning behaviors, outcomes, and internal transformation. He also shares his thoughts on a personality model called the Enneagram. He’ll talk through how to coach your customer service leaders away from just coercing behaviors and driving metrics in your contact center, and toward transforming your employee’s thinking to impact behaviors and business results.Check out the BOX Tool on the Kairos Website, over here.