Customer Experience

What happens when everything shifts – when customers’ basic habits, behaviors, and needs change without warning? Get 8 steps for great customer experiences.

Watch our on demand technology adoption webinar to discover the common people challenges that can create choke points for tech change.

Change is inevitable whether yourorganization is thriving or struggling, and the pace at which you must respond to change is accelerating.

During the merger of two multi-billion dollar companies, leaders recognized future success hinged on melding two very different organizational cultures.

Global restaurant chain with 1000+ locations and 50,000 employees created a program to reinforce the organization's diverse, inclusive and equitable culture

With a 1,000+ locations and 50,000+ employees, this global organization reinforced its values, purpose and commitment to diversity and inclusion.

Creating an exceptional patient experience is more critical (and more difficult) than ever. How you address challenges dictates patient's perceptions.

If you want to achieve the change your organizational is after, you've got to help your people through it.That starts with change leaders.

I miss hallway conversations -- not the actual hallway, but the connections. The performance and emotional health of your people in this new virtual work from home world requires leaders to help create deliberate and purposeful connections. Are you prepared?

Watch our on demand resilience webinar to discover why people leaders and managers hold the key to building a resilient workforce.

Is your organization establishing new health & safety rules as a result of COVID-19? This is an opportunity to create a long-term competitive advantage.

When two multi-billion dollar companies merged, they realized they needed to meld two significantly different company cultures to ensure future success.

Improve patient experience by first identifying points of patient frustration, and then targeting areas on the patient journey that need intervention.

Watch our on demand, virtual conference on transforming your thinking on activating your strategy through your people and engaging your people virtually.

At Root, we believe in challenging you to become a disruptor, and then empowering you and your people to get engaged in that journey. It's time - will you disrupt or stay stagnant and watch someone disrupt you. What do you choose?

The world isn’t going to stop changing so what is your retail or hospitality business doing to pivot and adjust strategy to meet customers where they are?

During change people want and need three things: clarity, connection, and conversation and messaging needs to address each of these elements.

Why is the deployment and execution of strategy so tough? Because most new strategies bring conflict, adversity, and inconsistency – out of necessity.

Why is the deployment and execution of strategy so tough? Because most new strategies bring conflict, adversity, and inconsistency – out of necessity.

There is a better way to make decisions – a way to take different perspectives into account and to arrive collaboratively at a suitable solution.

As change continues to accelerate, business agility becomes an organizational imperative. Pivoting quickly is an imperative for organizations to survive.

When it comes to enacting change, how do you encourage your people to do it with a consistency that creates an effective and successful CX?

You can significantly improve results when you understand what drives people’s decision to change and design your strategy launch with that end in mind.

When smart and agile leaders lead with vulnerability and heart, they change our relationship with work forever. If the current crisis leads us to a more engaged workforce, that would constitute one positive outcome.

Organizations need to implement changes to navigate tremendous challenges. Communicating effectively has never been more critical than it is right now.

If your people don’t trust your leadership, then navigating a crisis and delivering future success become nearly impossible.

COVID-19 has created a radical sales shift from exchanging pleasantries to creating intimacy. Developing deeper client relationships is transformational.

Jim Haudan speaks with Dr. Rick Lofgren, president and CEO of UC Health, and Charlie Piscitello, chief people officer at Acutus Medical, Inc. to get their thoughts as how leaders can best lead during challenging times.

As you continue to perfect your contactless customer experience, think about how your people will help bring the digital experience to life.

On the third episode of the series, Gary Gray and John Baldoni share thoughts on meaningful ways on how to lead people through crisis.

During large-scale change, being nimble is key. You must be know your Why, but be prepared to adjust your what and how as new challenges arise. Let your purpose, your why, guide you and your people to achieve long-term success in the end.

Since people can “shop” for health care just as they scroll the internet researching their next car purchase, it’s clear that patients are now customers.

Engagement surveys have a place and time.This is not it. But it's still critical to know what people are thinking,to guide organizational shifts.

While we certainly value in-person gatherings, you can’t afford to put events on hold even if you can’t be together. Your business and strategy can’t wait.

The only way to catalyze and accelerate results is through your people. You need to move fast right now. But you can’t skip steps.

Insights on how to think about challenges at the intersection of strategy and operations.Specifically, how to make the complicated a little more simple.

Be agile, flexible, and ready to change course at a moment’s notice. Don’t wait around for someone else to save you. Control your own destiny!

Change means doing something different. Something risky. Something uncomfortable. This 9-Step “How to Change” guide get you a headed in the right direction.

Tune into the second episode of the series featuring Dr. Rick Lofgren and Charlie Piscitello, as they share their experiences navigating crisis.

Watch our on-demand webinar to discover steps to transform your CX and tips to engage and lead your team to deliver a reinvented customer experience.

Understanding your current state, capabilities, and future impact can help you come down the mountain at a pace that keeps you in control.

Recently, Root Inc. co-founder Jim Haudan met via video conference with Jim Boomgard, president and chief executive officer of DAI: International Development, and Joe Morgan, seasoned CEO, advisor and strategist, to get their insights on leadership during the Covid-19 crisis.

Watch our on-demand webinar to gather tips to guide your strategy activation plan – one that gets quick results because it includes all your people.

Due to the COVID-19 pandemic, shaking hands or giving hugs when you greet someone is likely a thing of the past. This pandemic has accelerated and intensified the need to reinvent the customer experience, too. We need to reinvent the handshake and CX – and we need to do it right now.

Our health industry expert and managing director, Kalen Stanton, and Vanderbilt Health leaders Dr. Paul Sternberg, Chief Medical Officer and Brian Carlson, Senior Director of Patient Experience, share insight on how to inspire and engage clinical teams to deliver personalized patient care.

Right now you’re seeing the needs of your customers change dramatically, which requires operations changes.Your employee experience needs to change too.

We can only be nimble when we have the right culture and agree on the behaviors that make it work. There are four primary behaviors that drive agility.

Watch the first episode of the series featuring two seasoned CEOs, sharing their experiences navigating crisis at both large and small organizations.

Changing our behaviors to flatten the curve is a major societal change, but we go through the same phases when faced with change in our work. When your team is facing change – big or small – there are four elements to creating lasting change to consider and plan for.

In this episode, we’re tackling the very current topic of leading during a crisis. We want to share insight on what health care leaders – and leaders in all industries – should be doing to help guide their people during this unprecedented and very worrisome time.

As a leader, how do you clearly and concisely convey rapid business shifts to your people during times of uncertainty? How do you break through the noise?

Watch our on-demand webinar to gather insights on how to engage the hearts and minds of your people with the message you are communicating and act on it.

Our natural reaction to change – the instinct to panic – hasn’t changed since the time of Heraclitus. It’s the way our brains are wired: change is a threat

Get 3 tips for maintaining culture in a remote setting, including identifying key culture elements, people living those keys and adapting to virtual.

Prior to COVID-19, the broader talent community was already migrating toward blended programs of in-person, virtual, and digital modalities. The current situation has put a spotlight on the need to rethink how organizations come together to develop their capabilities and skills.

There has been a lot of great content put out about how to lead and engage your people and your organization in times like these. However, I haven’t come across much that is targeted at the individual. Yes, leaders need guidance, but as an individual I want advice on how best to navigate these difficult waters too.

What can I learn from this crisis in relation to helping people adopt new technologies in the workplace? For me, this is not just about the technology. It’s about people. It’s about learning. It’s about maintaining both personal and professional connections during a time when it’s very easy to feel isolated.

Watch our on-demand webinar to gather insights and best practices to become a culture champion and creating a remote culture movement in your company.

Working from home, or “WFH” as it is now often called, is becoming increasingly common in the modern workplace. To help those who find working from home challenging, here are some tips for staying motivated and being efficient.

Leaders are faced with the new challenge of how best to engage their teams remotely in thse rapidly changing and uncertain times. Here are actions to take.

Upside down. For many of us, the world is upside down now, and we don’t know how or when it will feel right-side up again.

Watch our on-demand webinar to discover techniques to prepare your managers to engage a remote team confidently and effectively during uncertain times.

Thriving through change, rather than just surviving, requires (virtually) capturing t¬he voice of your employees and customers. These insights are valuable for your strategic decisions, and their engagement is critical to coming out of the present situation stronger than ever.

My mindset can’t be that of a marathon runner or a sprinter during these uncertain times. Instead, I think we should embrace an interval training mentality.

Watch our on-demand webinar to gather tips on how a healthcare organization with over 50,000 employees utilized digital tools to strategically engage their distributed workforce.

As we grapple with the challenges of maintaining health and safety, business continuity, and jobs, it’s easy to forget that your people need self-care.

Watch our on-demand webinar to see how you can differentiate your CX. If you resist, your competitor will capture your customers’ loyalty. Is your existence on the line?

Watch our on-demand webinar on tips and techniques of ways to create virtual engagement during times of uncertainty through real-life examples.

The coronavirus has forced many to cancel meetings, conferences, and gatherings that were previously considered essential. Don't go dark, go virtual! Here are our top tips for driving virtual engagement that works.

Leaders need to be thinking about how Coronavirus will impact all facets of their business. Regardless of the fear circulating, we needed to remain productive and leaders must develop plans that address the risks while striving to stick to normal operations as much as possible.

Today I'm discussing change & consistent CX. Today you need to either keep pace with change or risk failure. And when it coems to CX, organizations need to be consistent because the experiences created for customers are the pathway to success or failure.

Assess if your managers and front line are ready to adopt the behaviors related to your customer experience strategy. Do this and your CX ratings soar.

When it comes to healthcare, the patient experience is always paramount. But the employee experience must be core to the organization’s strategy and culture.

While welcoming adversity might feel counterintuitive and against how most human brains are wired, the benefits are huge. So the next time you’re facing what you would normally consider an undesirable and unexpected problem, try hugging that thunderstorm of adversity. Odds are, you’re about to see your personal growth skyrocket.

Leaders need to tell stories because facts tell, and stories sell. Stories create connections. I feel like everyone does have a good story to tell; they just always don't know how to organize their facts in a compelling way.

Change is only as effective as its sustainment effort. You need people thinking about it, talking about it, doing something with it for change to stick.

Watch our on-demand webinar on how you and your leaders can create successful alignment and clarity around a strategic story for your organization.

The best chief strategy officers I engage with today are not only analytically brilliant, but they are also world-class storytellers and architects of change plans to evolve culture or build new organizational capabilities.

Make sure your talent strategy supports your strategic initiatives. 5 ways to helps your talent accelerate change.

Yes, bots are taking over the tactical, but they won’t replace the humans – they’re here to help humans focus on the bigger and more strategic issues of CX.

Is employee engagement a buzzword? What leaders can do to foster an engaged workforce.

Watch our on-demand webinar to explore common pain points as well as proven tips to build an engaging company culture that drives results.

We asked members of the workforce to name their organization’s top priority for 2020. Are you helping your people connect the dots of your strategy ?

Watch our on-demand webinar for insights on preparing your health care organization for your 2020 strategy.

Each day, I work alongside a team of people who are equally passionate about proving that change is possible.

Watch this 30-minute, interactive conversation with Root’s Strategy Activation experts to identify proven ways to accelerate strategic results in your organization.

The importance of exceptional service was ingrained in me before the term “customer experience” was ever created. My grandfather, and then my parents, operated the business with the following mindset: “The customer is always right – even when they’re wrong.”

Not long ago, several of us at Root got a chance to work with a Division I college football team to help reestablish a high-performance culture and team.

My role, leading our CX team, gave me insight into how easy it is to initiate organizational change and how hard it is to sustain real change.

Bridge the gap from strategy creation to strategy activation, and achieve strategic results. This paper provides tips to overcome common strategy mistakes.

Download this recipe for the key ingredients and step-by-step instructions to elevate your customer experience.

After months of planning and painful technology integration, adoption is…underwhelming. Why? Download your technology adoption checklist to find out.

I had chosen to view this challenge as a threat rather than an opportunity. Of course I hadn’t seen progress; I had been operating with a “fixed mindset.”

Organizations struggle to successfully change, activate strategies, deliver greater customer experiences and unlock talent because of the same disconnects.

Watch our on-demand webinar of best-selling authors, Robert E. Quinn and Jim Haudan discussing higher purpose and how to make it stick in your organization.

Creating change mindsets during financial downturns requires doubling down on engaging your people in your strategic priorities to maintain focus.

How are you being intentional about learning? What routines or practices can you share to help others succeed at the skill of learning?

What kind of a decision-maker are you? Whether individual contributors, managers, or executive leaders, the decision-making process is very important.

There is a decision-making process that blends the need to make fact-based decisions with the urgency to act, while tapping the immense knowledge

Organizational change is unavoidable. Here are four tips to keep operations running smoothly amid change.

Tips to help talent leaders to find a talent development solution (buy or build) that best fits the needs of their people and business.

Our latest In Light of Change podcast features change leaders Dr. Alison Tothy and Eric Passon discussing the power of marrying data with storytelling.

People have longed for connection at all times. If you do this for the people you work with and for clients, they will be become your greatest cheerleaders

Values, purpose and mission should align to the work an organization does—and all the decisions made along the way

Watch our on-demand webinar to discover how to crack the code on delivering a superior customer experience through your employees.

PowerPoint effectively showcases data, but it might not be an effective engagement tool or the best way to get people to care about what you're sharing.

Watch our on-demand webinar to find out the key to being an agile, change-ready, organization and the tried and true accelerators to make change stick.

One of our clients is in the telecommunications space, and working with them led to what became the best experience I’ve had in my role as a Concept Artist.

The times when we need to be the most conscious of others are when things get chaotic, stress levels run high, and deadlines loom. But, this rarely happens.

Watch our on-demand webinar to answer the question, what can we do as leaders to engage the hearts and minds of our people?

Change requires commitment, focus and a process that gives every single person in the company a connection to the strategy.

In this on-demand webinar, we profile our Root Compass® manager development experience and share the four things high-performing managers have in common.

Despite the well-documented power of storytelling, most leaders are just awful at telling stories. Learn seven ways to become a stellar storyteller now.

There is nothing better than working in an organization that has a great culture. According to Deloitte, 94% of executives and 88% of employees believe

Watch our on-demand webinar to answer the question, what can we do as leaders to craft a compelling strategy story that our employees care about?

Watch our on-demand webinar to answer the question, what can we do as leaders to make it safe for our people to tell the truth to make business better?

Realism and truth-telling are at the heart of authentic engagement and change. The challenge is that people rarely tell each other the truth at work.

We’ve all experienced it before. A new piece of technology is introduced that’s designed to make the workforce faster, smarter, and more efficient.

Watch our on-demand webinar to examine the organizational challenges facing businesses today, and learn a proven change process to accelerate change.

The fate of your strategy hinges on everyone in your organization getting their heads, hearts, and minds around a new way – the needed culture change.

David Rosenberg, CEO of AeroFarms, discusses disrupting agriculture with a purpose-driven mission that is changing the way food is grown and farms operate.

Want that next strategic initiative to be a success? It all comes down to focus. That means setting your priorities. Not an easy task.

The purpose of strategic planning is not to make plans. It is to change the way that we think and act. It requires changing behaviors.

Vampires Inc., a global conglomerate, knew they needed to change their business model if they were going to continue to be relevant in their marketplace.

Get a solid view and understanding of your employees’ experiences, attitudes and behaviors and you’ll have the tools you need to create lasting change.

Kevin Lavelle, CEO of Mizzen+Main, shares some food for thought on how they’re disrupting the marketplace with a twist on the traditional dress shirt.

By focusing on the power of creating connections with customers, Hilton has been disrupting a competitive marketplace for years.

Jim Haudan, and Rich Berens of Root Inc. detail 5 leadership blind spots that hinder employee engagement and innovation in the workplace.

Steve Ramseur serves up the secret sauce on how JLL is building a culture of love that is creating a significant marketplace differentiation.

Kerry Philipovitch, shares how American Airlines engages and empowers its people to deliver a game-changing customer experience.

Find out how companies deliberately build a culture of disruption that keeps them on the cutting-edge decade after decade in this on demand webinar.

Swarovski’s goal was to “elevate” or transform in-store retail operations into a premium luxury experience both for consumers and sales consultants.

Root is obsessed with culture, disrupting the norm, and has a proven processes to not only create change, but change that sticks.

You have a new strategy and need employee engagement ideas? Combining metaphors, visualization and discussion enables your strategy to be a success.

No one remembers a memo, so why do we think they will create organizational change? Start making change stick them with visualization, data, and dialogue.

Cheddar’s needed its team members to promote their scratch difference, so they partnered with Root to create a consistent and engaging experience

Successful change from the top down means starting with the leaders. Jim Haudan gives leaders three areas to improve to deploy a successful strategy.

Your biggest fan is about to have a bad time and they will make sure everyone knows about it. Might be time to revisit your customer experience strategy.

You have never given your managers the tools and capabilities they need to lead and motivate their teams. Which means you'll never see the change you want.

Learn why disengaged employees prevent organizations from reaching their goals. A proven formula helps engage employees to accelerate the change.

Gary Magenta describes the poor experience his wife has had when buying faulty shoes. Learn what not to do to create a great customer experience.

A patient already has a lot on their plate, scheduling tests and dealing with paper work shouldn't be another burden for them.

Having fun activities at work and giving out t-shirts doesn't really keep people from leaving. Let's start giving people what they really want at work.

It can be tough to create an awesome strategy, send it out into the organization, and then see it go nowhere. Make sure your next strategy is a success.

Millennials want to do their best, so take more than an hour to engage them in the big picture and show them how they fit into the new strategy.

This guy can make or break your next change initiative. Include him in the why, what and how of the strategy, and you will see a difference in the results!

Vattenfall leverages a Root Learning Map experience to help its people understand market changes, its requirements and the strategic implications

US Airways created a Learning Map® module focusing on reliable operations and service recovery. Utilization rates of service recovery tools nearly doubled.

United Concordia’s UCGrowth initiative using the Root Learning Map experience helped the company successfully retain its business and attract new customers.

The Children’s Place teamed with Root to create an interactive game-type training for its loss prevention program and teamed it with hands-on practice, .

Working with Root, TD created a centralized program that differentiated its brand from the competition in order to “win with women.”

Taco Bell leaders felt that Bold Future and the Root partnership made a great impact on the business and its thousands of restaurant and field leaders.

Approximately 300 Synopsys managers have gone through the Root Compass® experience and has been a standout success across the globe.

Syngenta worked closely with Root to coordinate the implementation details for this large, global effort to sustain strategic change.

Learn how Starbucks partnered with Root Inc. to create and deliver three leadership training programs that aligned with their unique culture.

Star worked with Root to create a set of eLearning modules to help member carriers enhance employees’ knowledge about products and services.

Working with Root, Scotiabank developed a series of Learning Map® modules to introduce a comprehensive business strategy to transform its service delivery

San Diego County Regional Airport Authority chose Root for a program to help get clear and aligned on the strategy and help sustain it among stakeholders.

Pulte partnered with Root to explain to the company the new strategy, how the business would change, and what individuals needed to do differently.

PulteGroup leadership knew working with Root to uncover the organization’s “bright spots” was a smart - it saw an immediate rise in customer satisfaction.

The process to develop the multi-year growth plan was just as critical as the plan itself - Proto Labs turned to Root Inc to help get leaders aligned.

The Root Learning Map® sessions helped the business understand the new model and how it can enable inventory reduction and improve customer satisfaction.

The Root Compass manager development program had a measurable impact on PLS, with Course Effectiveness receiving an average score of 4.64 out of 5.

Root creatively presented the critical information that helped employees avoid overload and embrace what really mattered to their jobs and the company

Root Compass® helped Petco improve Manager Effectiveness by 8%, Employee Engagement from 75% to 84%, and reduce turnover by 30%

Petco and Root created a transformation plan to build company trust in leaders, to see the goal was not only possible, but that everyone played a big part

Results showed if the curriculum created by Root was were rolled out system-wide, gross sales would increase by as much as $2.4 million annually for Panda

Monsanto worked with Root on a two-pronged approach to organizational alignment of their strategy to determine level of engagement and alignment

The BCG Executive team approached Root to help them orchestrate a Leadership Forum to create a change process to address these issues and opportunities.

They had planned for an 80% response rate and saw nearly 100% completion. Leaders say they have seen the level of knowledge shifting and growing over time.

The two entities had distinct cultures, approaches, and ways of executing business. Root assisted with leader alignment followed by a Learning Map® visual

To create employee engagement strategies that last, it takes more than a ping pong table and snacks. Here some people actually care about at work.

Learn how a root learning map works with this short video. Explore how we combine data and visuals to ensure everyone has a clear picture of the strategy.

Build better employee engagement by creating super super fan employees. Super fan employees are game changers to their organizations.