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The biggest challenge is the balance between protecting the company while also getting the deal done. There is also some confusion when the “lawyer” shows up for initial business meetings. I find, however, that once I explain the combined role it is generally not a problem.

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Sid Chapon, Executive Vice President for Leadership and Organizational Development at Leo Burnett, discussed the correlation between employee engagement and leadership development.

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Our goal is to be the most relevant brand for the millennial consumer and for them to consider Taco Bell as a lifestyle brand. A key aspect in fitting the millennial lifestyle is being relevant in the mobile/digital world—the mobile app is certainly big part of that strategy. Consumers today want everything on demand. With our Mobile App, our customers now have the ability to skip the line inside, customize anything, and re-order with one click. Soon, we’ll have a unique loyalty program that will reward them for living a Live Mas lifestyle which we are also very excited about. This technology truly is a key enabler in bringing Live Mas to life!

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Chances are when you think of Millennial workers, you use words such as outspoken, lazy, and, what I hear most often, entitled. While some of this thinking may certainly be deserved, I believe other words are better descriptions of this unique generation. Words such as entrepreneurial, passionate, and collaborative. Their ability to connect with others, use technology, and deal with change will allow this generation to transform the workplace – and the world – like never before.

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Customer experience is frequently lumped in with customer service; (though it is the foundation of it) customer experience is the long game. Customer experience is the total experience, and every interaction the customer has with the supplier. As a city contact center, customer experience becomes all encompassing. The citizen’s experience often goes hand in hand with their experience with all city services and not just the call center itself. Every improvement we make for our customer affects their quality of life.

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With any industry where there are rapid changes in technology the demands of the business are constantly increasing and I think you’re all familiar with situations where the legal staff either remains flat or is reduced. And so what we struggled with in recent years is situations where we’ve had to keep up with the demands of business while trying to support that level of business with the same staff.

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