Hi Ayelet, tell us about yourself and your background?
I have been described as a force of nature by individuals and organizations who have worked with me. Forbes recognized me as one of the world’s top 50 female futurists and I am listed as one of the top future of work and culture thought leaders by Thinkers 360. My love of strategy, writing award-winning books, and connecting with people are at the heart of my work. You can find my collaboration with Professor Jamie Anderson in the London Business School Journal and Thinkers50 book, Dear CEO.
Having experienced the corporate world as a successful global tech executive in the Silicon Valley, I work with conscious leaders, and bring my years of designing and implementing global strategies, to organizations that need help with teamwork, collaboration, and community building. I am a master facilitator who loves to transform problems into opportunities. I’m on an adventure of a lifetime helping conscious leaders around the globe walk our path to a healthy world, will you join me?
Online commerce was booming in 2020; how did it affect brands’ digital transformation strategy? – What should be the main focus for brands this year?
Ayelet’s checklist for CX strategy
In your POV – What is the ultimate checklist for a good customer experience strategy?
How much has the role of the CEO changed in the social distancing era – what role digital transformation has in this crisis?
Here are some key elements for CEOs today
- Purpose: A clear purpose that others can easily get behind because it is compelling and visionary in the impact it makes in people’s lives. Other people will want to join your efforts because of a higher purpose that resonates with their own.
- Communication and empathy: A keen ability to be open, listen, and share ideas. This includes practicing ongoing two-way communication, where people easily understand what they need to do to be successful in their work. People are engaged with delivering the purpose of the organization, and sharing information openly with other team members, strategic partners, and customers. Communication flows openly when needed, and they take time to discover and listen to what’s happening around them.
- Opportunity creators: An ability to stay current with what is happening in the marketplace and develop a strong vision for what is possible. By transforming your vision into a powerful purpose, you bring people into your organization who know how to integrate new ways of working and how to implement innovative solutions seamlessly, so that innovation simply becomes part of how the business is run, instead of being fragmented into a separate department.
- Trust: A strong ethical backbone that requires you to know yourself and trust yourself deeply, and trust others to do the work they were hired to do. By fostering open communication, people can focus on the work at hand, and leaders can trust in their own hiring ability. Conscious leaders understand that their words need to match their actions, as this is foundational for building trust.
- Connecting deeply: We can bring the right people in at the right time to create something bigger than ourselves when we are in trusted communities that have shared purpose and accountability. We also know how to connect deeply, so that people know how important their contributions are to the business, allowing them to bring that purpose to life.
- Integrity: Our businesses provide products or services that make the lives of others on this planet better. We understand how to run organizations that thrive, where people are at the center of business. Our purpose is at the heart of our businesses, and people can easily discern what our values represent and can join us on our mission.
- Storytelling: By seeing the impact businesses can have in the world, leaders share stories about how the world looks as a result of our work. We can wake up in the morning knowing how to make others, both inside and outside the organization, care about how to bring our stories fully to life.
- Fun: A passion for lightness and an understanding that there is room to play and have fun in the work we choose to be part of in the world. By bringing our whole selves to business, there is an ability to make business a fun and enjoyable part of life.
- Measuring impact: The conscious leader is clear on actions and results. It is no longer sufficient simply to measure activity and call it a day. We can track the impact of our activities by addressing the results we plan to achieve, why they are important, and how our organizations will achieve them. But we can also track our impact and creativity, even more than our transactions and activities. For example, we can track the relationships we have created and their impact on our business, instead of just the number of people who “liked” the latest post or viral campaignץ
What was the biggest lesson you learned in 2020?
2020 was the year of webinars and online events, what was your favorite one?
It looks like working from home is going to stay with us for the foreseeable future, how should CX Executives gear up to the changing times?
Last but not least, what is your favorite CX metric?