Gleb Tsipursky’s picture

By: Gleb Tsipursky

As companies continue to navigate the new normal of remote and hybrid work, it’s crucial that they establish clear expectations and guidelines for their employees. And unlike Disney and Twitter, it’s very important that they don’t change their minds randomly when the leadership changes.

However, a recent survey conducted by Mercer found that only one-third of organizations have formal rules in place for managing flexible work. Mercer assessed 749 organizations and found that 48% rely on informal and ambiguous guidelines to manage flexible work, 17% are completely hands off, and only 34% rely on clear and transparent formal rules. This lack of clear communication and expectations can have a serious impact on both retention and recruitment efforts.

Shiela Mie Legaspi’s picture

By: Shiela Mie Legaspi

As remote workers, we have more freedom than ever before. This means we must learn how to make personal accountability in virtual teams work for us. We must understand what drives our success, and use that knowledge to drive our own growth. Simple self-accountability techniques can empower you with the motivation and habits you need for remote success and enable you to take your remote performance to the next level.

Goal-setting for remote workers

The first step to achieving any goal is to set it. After all, if you don’t know what you want to accomplish, how will you know when it’s time to celebrate? 

Align your personal goals with your organization’s goals to advance personally and professionally. Then, list short-term daily or weekly goals and long-term monthly or annual goals that would make you more successful. 

Gleb Tsipursky’s picture

By: Gleb Tsipursky

Have you seen the headlines about the new study in Nature that “conclusively proves” remote work harms innovation and creativity? That study matches previous anecdotes by leaders like Sallie Krawcheck, CEO of Ellevest, when she claimed remote work made her employees more productive but less innovative, or Sam Altman, the two-time CEO of Open AI, who said that remote work undermined creativity for startups.

The narrative that traditional, in-person work environments are the sole breeding grounds for innovation and collaborative breakthroughs has dominated the discourse. In reality, this narrative is not only outdated but fundamentally flawed in the context of our modern, technologically driven world.

Divina Bisuelan’s picture

By: Divina Bisuelan

With remote work on the rise, more companies are facing the operational challenges that come with remote teams. According to one U.K. study, for instance, 67% of respondents aged 18–34 expressed difficulty building relationships with colleagues since they began working remotely.

In my experience, the best way to enhance efficiency in virtual operations involves building healthy relationships among team members. Strong, resilient connections that are based on mutual trust not only create a positive work environment but also unlock your team’s excellence.

Eliminating miscommunication

Messaging platforms and videoconferencing solutions help team members keep in touch no matter where they might be located, but miscommunication can happen despite people’s best efforts to be clear. For instance, in one survey, 36% of workers reported feeling their managers’ messages came across as “too aggressive.”

Kari Miller’s picture

By: Kari Miller

Traditionally, quality management in the pharmaceutical industry has strayed away from artificial intelligence (AI) for fear of setting it loose with such sensitive information. They have been cautious of implementing an additional element of intelligence into their process. But will organizations turn a new leaf this coming year to keep up with innovations?

At IQVIA, we have thought a lot about the future of the industry and how innovative technology might be incorporated. Certainly, the industry has begun to leverage large language models (LLM) and other capabilities of AI, a trend that is expected to continue in 2024. Additionally, the use of recommendation engines will increase because they enable a combination of AI and personal experience, focusing on augmented intelligence as opposed to AI alone. Recommendation engines can greatly improve responsiveness, cycle times, accuracy, and efficiency, making a significant impact on productivity.

The use of public generative AI (GenAI) will take longer to enter the space due to the risk of leaked intellectual property, which is critical in life sciences. However, as private GenAI becomes possible its use will increase. With these trends, there will be an expansion of investment in predictive and preventive analytics.

Phil Geldart’s picture

By: Phil Geldart

When it comes to customer service, few companies do it better than the UPS Store, Chick-fil-A, and REI.

That’s not according to me. That’s according to a recently published Best Customer Service list, which was compiled in a partnership between Forbes and HundredX, a data analytics company focused on customer insights.

Those three companies, and others on the list, are praised by consumers for the ways in which they offer “hassle-free, cheerful, and speedy service.”

Customer service is certainly critical to business success, but I would add that a related attribute that businesses need to have is even more important—customer-centricity.

So, what’s the difference between customer service and customer-centricity?

Gleb Tsipursky’s picture

By: Gleb Tsipursky

Are employers walking into a legal storm by enforcing rigid return-to-office (RTO) mandates? The post-pandemic era presents a unique challenge as employers grapple with shifting workforce dynamics. The insistence on a full return to the office without considering individual circumstances could lead to a surge in legal issues, particularly discrimination claims. This concern isn’t mere speculation; it’s a reality backed by a significant uptick in workforce discrimination charges.

The disability discrimination dilemma

One of the most pressing issues is disability discrimination. With many employees having worked remotely for more than two years without a dip in productivity or performance, employers face a challenging legal landscape when justifying the need for in-person work.

Kate Zabriskie’s picture

By: Kate Zabriskie

Although a fix-it-the-first-time approach may be the gold standard of customer service, addressing potential issues before they materialize is the true mark of an exemplary user experience.

Consider the pace of our modern world: Customers today want instant solutions, and any hurdle might be a reason for them to jump ship to competitors. By ensuring that their path is clear of potential obstructions, you can retain customers and create advocates for your brand. Let’s look at a few examples of forward-resolving in action.

Scenario: A customer signs up for a new broadband connection.
Forward-resolving: The service provider sends an email with tips for optimal modem placement, a list of help-line numbers, and information on how to upgrade or modify the plan in the future.

Scenario: A customer books several rooms for a group event at a hotel.
Forward-resolving: The reservation agent proactively reaches out to the customer, offering services tailored for groups, such as distributing welcome gift bags, arranging group transportation, setting up a special check-in desk, or organizing group tours.

Margaret Graziano’s picture

By: Margaret Graziano

Dealing with troubling workplace environments can be difficult. It’s not always clear what the deeper issue is, and the friction and conflict that breeds can be tough to reverse.

At the heart of any organization are its people. Without a dedicated, aligned, and fully engaged workforce, no progress can be made. High-performance organizations excel in creating an environment that recognizes and addresses the fundamental human needs that drive their members.

The hierarchy of needs

Psychologist Abraham Maslow’s hierarchy of needs, once revolutionary, is now widely embraced and frequently applied to organizational psychology. Leveraging this framework to identify what individuals require for success, and taking the necessary actions to fulfill these needs, can help cultivate an emergent culture that fosters growth, success, and satisfaction in your organization.

Physiological

Gleb Tsipursky’s picture

By: Gleb Tsipursky

In the era of hybrid work, where a combination of remote and office work is becoming more prevalent, there has been a notable transformation in the way work is perceived. Society is questioning the conventional five-day office week and replacing it with a more flexible approach. Surprisingly, it’s the bosses in middle-management positions who are exhibiting resistance toward this shift. A significant proportion of these middle managers are adamant about maintaining their work-from-home arrangements, which is creating a ripple effect throughout the corporate landscape.

The boss privilege

A thought-provoking irony has been brought to light in a report by McKinsey based on a survey of 13,000 office workers in six countries: The individuals who possess the power are using their privilege to avoid coming to the office. The report unveiled that 48% of higher-ranking employees currently engage in remote work for at least one day per week, while only 33% of those in entry-level positions do the same. This significant difference in remote-work practices prompts inquiries regarding the trajectory of work in the future and the influence of leadership in shaping it.

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